Customer Service Project Manager

Essien Nelson

***** ***** **. #****, ******, MD *0707 202-***-**** *********@*****.***

EDUCATION

University of Southern Queensland, Australia

Postgraduate Certificate in Business

Year: 2010

Rivers State Polytechnic, Bori, Nigeria

Higher National Diploma in Electrical/Electronics

Year: 2006

The Polytechnic Calabar, Calabar, Nigeria

National Diploma in Electrical/Electronics

Year: 2000

SUMMARY OF QUALIFICATIONS

Business Management: Strong analytical skills including the proven ability to problem solve with a multi-faceted perspective. Adept in setting goals and objectives, project development, planning and organization, budget monitoring and cost control.

Customer Service: Proven ability to increase customer satisfaction and develop strong business relationships derived from years of customer service experience in a wide variety of settings. Solid commitment to customer service, attested ability to build productive relationships, resolve complex issues and win customer loyalty.

Program Management/Planning: Proven project management abilities with capacity to design, plan and implement ideas from conception through completion, able to manage multiple responsibilities without compromise to detail or quality.

Engineering: Background in the principles and practices of electrical/electronics, engineering design and construction.

Communication: Outstanding interpersonal and communication skills; solid ability to translate technical information and provide training to staff. Encourage and support team work environment.

Computer: Oracle SQL, SQL*PLUS, Salesforce.com

Proficient in Information Systems Management for Microsoft Office: Word, Excel, Access, PowerPoint and Outlook; Microsoft Project.

PROFESSIONAL EXPERIENCE

Protocall Communications Present – Full Time

Salesforce.com Administrator/Sales Operations Laurel, MD

Administer Salesforce.com across all departments locally: First level of support for all Salesforce users. Create fields, objects, workflow rules, approval processes, page layouts, validation rules, email templates, process builder flows, custom buttons and other system enhancements.

Involved in various activities of the project, like information gathering, analyzing the information, and documenting the functional and non-functional requirements.

Designed, and developed Custom objects, Record Types, Report Types, Formula fields, Page layouts, workflow rules, tasks, Field Updates, emails and alerts to track customer related tasks and activities. Configured User permissions based on the organizational hierarchy.

Created custom objects, Visual pages, triggers, validation rules by using Apex and Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards. Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Washington Hospital Center January 2015- May 2015

Salesforce Developer/Admin Washington, DC

Volunteered as an assistant with the senior database administrator to support active Salesforce users. Administrated and monitored the hospital’s Salesforce CRM application.

Created Workflow Rules, Page Layouts, Approval Process, Tasks, Email Alerts, Field Updates and Outbound Messages to manage the Workflow & Approvals. Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings. Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports. Created the workflows for automated lead routing, lead escalation and email alerts.

Scicom (MSC) Berhad 2012 – 2014

Quality & Customer Experience Specialist Kuala Lumpur, Malaysia

Promoted from Technical Customer Support to Quality & Customer Experience Specialist. Proactively improved customer experience and enhanced brand loyalty. Lead and managed Division quality assurance and continuous quality improvement initiatives. Lead investigations resulting from customer complaints, Quality Notifications, audit findings, and other sources as required by using structured root cause analysis and problem solving techniques.

Utilized investigation results to continually evaluate the adequacy of processes and systems, issuing corrective actions as required, to maintain an effective quality system. Investigated, evaluated, and responded to customer complaints and claims, and escalated unresolved complaints to higher management. Managed a high-volume workload within a deadline-driven environment. Analyzed reports and recommended responses to complaints, considering the nature and complexity of complaints to ensure settlements were made accurately and appropriately. Built constructive relationships and interacted effectively and professionally with internal associates, clients and customers to support resolution of customer quality issues.

Technical Customer Support 2011 – 2012

Scicom (MSC) Berhad

Handled inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks on SingTel’s products & service. Provided assistance for registration, email creation, physical line signal testing, modem/filter set-up, plus email, browser, and modem troubleshooting. Configured routers, hubs, and other intelligent network equipment.

Interacted and coordinated with other departments to resolve customer issues, determined further action or final completion on customer cases received.

Tested, analyzed and clear customer’s reported issues, prepare reports and process paperwork, interpreted customer records and repair tickets, escalated customer trouble issues via (ICONJ) when appropriate. Handled and resolved complex cases to ensure customer satisfaction, obtained and evaluated all relevant information, hence adhered to the given SOP.

Demonstrated effective telephone techniques to meet Quality Assurance standards.

Nel-Tech Engineering Works Limited 2006 – 2008

Project Manager Akwa Ibom, Nigeria

Developed and oversaw all aspects of cost and budget proposal standards, including writing and reviewing technical specifications, estimating labor hours and materials, supporting sourcing for vendor quotations, directing designers and draftsmen on drawing requirements, and devising technical responses. Implemented physical design standards for the substation department. Produced high voltage equipment specifications and contractor work scopes, requested vendor quotations, evaluated quotations, material purchase request forms, and vendor quotation evaluation for substation equipment. Lead project management efforts, scheduling, inspection and design of construction projects consisting of underground feed, area layout, equipment used, labor and material estimates. Evaluated electrical systems, products, components and applications by designing and conducting research programs through knowledge of electricity and material components. Confirmed system's and components' capabilities by designing testing methods. Maintained electrical products by studying customer requirements; researching and testing manufacturing and assembly methods and materials. Assured product quality by designing electrical testing methods; testing finished products and system capabilities. Constructed manufacturing processes by designing and modifying equipment for building and assembling electrical components; soliciting observations from operators. Prepared product reports by collecting, analyzing, and summarizing information and trends. Maintained product and company reputation by complying with federal and state regulations. Kept equipment operational by following manufacturer's instructions and established procedures; requesting repair service. Completed projects individually and in a team-based environ by training and guiding technicians. Maintained professional and technical knowledge by attending educational workshops. Contributed to team efforts by accomplishing related results as needed.

ExxonMobil 2000 –2001

Internship Akwa Ibom, Nigeria

Offshore Riser Repair Project: Participated in Repair and Rehabilitation Design Standards and Specifications Procedures for Accomplishing Sewer Taps into Manholes, Accomplishing Sewer Taps into Mains, for Relaying Existing Service Lines, Relaying Wastewater Lines, and Adjusting, Replacing, and Repairing Service Risers.

OTHER EXPERIENCE

VSAT Satellite Field Engineering Skill

Salesforce User & Administration Skill set

JOB RELATED TRAINING

Excel Training for Business – Basic & Advance, Scicom (MSC), 2014

Skill Enhancement: Thinking & Research Skill Training, Scicom (MSC), 2013

Developing Teamwork Training 1, Scicom (MSC), 2013

Developing Teamwork Training 2, Scicom (MSC), 2013

Field Engineering Skill - VSAT Networks (Q Kon South Africa), 2005

References available upon request

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