Customer Service Project
Resume:
Christopher B. Carter
***** ****** *** ***, *** Antonio TX 78257
**************@*****.***
Objective
To acquire a Process/Project Management position with a focus on team collaboration, Analysis and Customer Care.
Summary of Qualifications
● Organized and goal-oriented, with 5 years' experience in project management and 11 years of experience in Customer Service
● Analytical problem-solver, able to anticipate issues and create new processes that streamline operations, resolve concerns and improve efficiency
● Skilled in building excellent rapport with clients and team members
● Ability to see the big picture, delegate effectively and motivate team members to achieve on-time project completion
● Computer skills include: MS Word, Excel, Access, Project, Publisher, PowerPoint and Visio
Key Achievements
Project Management: Lead cross-functional team in the implementation of an improved new product introduction process. In part, this project was completed by facilitating weekly conference calls and meetings to discuss bottlenecks, hurdles & milestones in the project. In addition, created and analyzed project budgets & timelines.
Results: Reduced the introduction time of new products from 4-6 months down to 4 weeks.
Account Management: Co-lead a team of 8 Client Care Specialist’s in managing 500 corporate accounts. Results: Produced excellent customer service for company’s clients.
Process Improvement: Designed process for internal systems to auto-update records by collaborating with Application Developers & Architects to implement automated process.
Results: Information system now auto-updates over 4,000 patients each year without manual intervention.
Presentations: Prepared & delivered presentations to clients on a wide-range of subjects through web interface and face-to-face meetings. Recently demonstrated company’s lab interface capabilities to a group of 75 delegates from varying state agencies.
Training/Coaching: Provided coaching and feedback for team members by facilitating monthly one-on-one sessions to improve customer service quality.
Results: Team achieved an overall customer satisfaction rate of 98%.
Client Communications: Communicated regularly with clients during projects by coordinating weekly status calls, provide updated reports on recent developments, insuring customer satisfaction.
Quality Assurance/QC: Documented completed projects by validating all requirements gathered were implemented. This gathering of information was done by coordinating with enterprise-wide departments, and compiling data.
Results: To date, documented 12+ projects. The documentation includes lessons learned from the projects.
Lead Business Project Manager, Center for Disease Detection - SA, TX 2011 – Present
● Oversee the implementation of enterprise-wide projects, including identifying new projects
● Facilitate status meetings to discuss & resolve project issues
● Work with business stakeholders to determine scope of the project and identify and document project requirements
● Turn gathered requirements from business stakeholders into requirements document
● Create project charters and timelines to track project milestones
● Manage the design, development and implementation of IT projects and business process improvement projects
● Serve as liaison between Senior Development staff, external business partners and business leaders
● Evaluate and forecast current project schedule status against an established baseline schedule
● Perform root-cause analysis for issues that arise during project implementation
● Support Program Management project teams in developing preliminary project schedules during early project development and programming stages
● Develop preliminary project cost estimates (project budgets ranging from 70k - 350k)
● Work to find creative alternatives to overcome project challenges to ensure project is completed on time
Client Care Account Manager, Center for Disease Detection - SA, TX 2008 - 2011
● Co-lead the servicing and managing of over 500 corporate accounts
● Provide leadership & coaching for less experienced team members; Helped team members to focus on the needs of the customer, and how we can provide a better product
● Designed training and developmental programs for new employees
● Created and delivered presentations outlining benefits of CDD’s laboratory services
● Collaborate with all internal company departments to address client issues, as well implement new company initiatives
● Provide training/coaching and development for less experienced team members
● Work with 3rd party agencies to resolve client-related issues
● Manage departmental projects and implementation of new products
Member Service Specialist, USAA - SA, TX 2005 – 2008
● Reviewed, analyzed and evaluated member’s needs and offered appropriate USAA products
● Provide initial response to all service requests for existing automobile and property policies
● Educated member’s on the benefits of USAA membership and available products (FSB bank deposit accounts, Life, Property & Casualty)
● Received several member compliments in recognition of outstanding customer service
Member Service Associate, USAA - SA, TX 2004 - 2005
● Provide customer service for existing USAA member’s automobile policies
● Identify member’s exposures and gaps in coverage
● Resolved rating and coverage complaints
● Passed licensing exam and was able to issue automobile & property insurance in 40+ states
Professional Development
● PMI Institute CAPM Certification Course work – In progress
● Lean Six Sigma Green Belt Certification - In Progress
● Public Speaking/Presentation Training
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