Customer Management
Resume:
Shay Webb
Decatur, GA **034
**************@*****.***
Objective: Over 10 years of Project Management and Customer Support experience. Expertise in Communication, Building Relationships, Customer Resolution, and Administrative Skills.
Areas of Strength
Excellent Work Ethic
Excellent Analytical Skills
Self Starter
Issue Resolution
Problem Solving Attitude
Professional
Creating Ideas
Winning Positive Attitude
Experience:
ADT/Tyco Integrated Security Atlanta, GA
Project & Sales Coordinator 01/14 to 12/14
Responsible for leading smaller scale, lower risk projects and managing all activities in a project life-cycle.
Tracked projects, Identified and negotiated resolution of any and all issues.
Planned, Initiated and closed associated projects that are typically department-focused and lower risk, scope and complexity.
Negotiated resolution of issues, escalated as necessary and ensured project tasks are completed according to established timelines.
Interacts with mid-management to create and deliver goals and plans according to assignment.
Work with the ADT/Tyco to answer Attorney General and Better Business Bureau complaints.
Assist local fire, police and medical authorized personnel with false alarms and reduction of public relations issues.
Cbeyond Communications Atlanta, GA
Retention Coordinator 09/11 to 7/13
Project Managed escalated customer issues to ensure satisfactory and timely resolution by engaging appropriate resources to resolve the overall escalation.
Actively monitored and managed a select client database to build and nurture relationships with clients.
Single point of contact for the customer to ensure cradle to grave resolution.
Established and maintained defined SLA to ensure proper escalation acceptance, follow-up and resolution for all escalated issues.
Provide multi-level support on all incoming escalations with a positive problem-solving attitude.
Performed detail analysis and research on a select customer base to provide a root cause and executed resolution for customer satisfaction.
Responsible for pro-actively monitored all emails, voicemails, Service Requests and Service Order queue to manage workload.
Addressed concerns concerning policies, contract terms and conditions as well as drafting contracts, making recommendations to management for process improvements.
Cbeyond Communications Atlanta, GA
Mobile Coordinator 11/06 to 09/11
Proficient in handling all activations concerning smart phones, Ipads, Laptops and software.
Worked closely with ILEC's and CLEC's to provision all port in and port out for Cbeyond customers.
Handled all escalations regarding the customer database.
Maintained and handled service request to reduce the overall impact on calls to the inbound call center.
Worked closely with Management to drive customer saves.
provided inter-department assistance to accomplish set goals.
EnfoTrust Networks Kennesaw, GA
Customer Support 1/2004 to 12/2006
Assisted vendor representatives with training on their Personal Data Assistants (PDA). This entailed full functionality and training on operating their device.
Provided day to day support for field reps for those who have lost their software housed within the PDA. This included trouble shooting and assisting with restoring the application and software.
Worked with in a team to resolve relational data issues, processed paperwork and contract agreements to meet service level agreements (SLA).
Responsible to testing and making sure all system applications functioned correctly and in a timely fashion.
Recommended alternate programs for process improvements.
Provident Bank Atlanta, GA
Trainer / Support Coordinator 6/2002 to 11/2004
Indentified training course and materials for developmental needs for staff up to senior level management.
Organized and Initiated training courses, seminars, and workshops.
Designed and implemented assessments programs to indentify management potential and training needs.
Conducted training for new hires in a classroom setting.
Acted as a liaison with various departments in gathering and creating ongoing training for process improvements.
Provided one-on-one training as determined by management.
Education: Pasadena College Pasadena CA
1991
References: Available upon request
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