Resume

Sign in

Project Manager Customer Service

Location:
New York, New York, United States
Posted:
October 18, 2016

Contact this candidate

Resume:

Mr. Angel Arturo Puerto

**-** **** *****, **** Island City, New York 11102

Ph:917-***-****

Email: acw36w@r.postjobfree.com

Business Analyst and Project Manager, trustworthy, dynamic, devoted, team builder, dependable, with diversified business experience in Telecommunication industry many years. Decisive and assertive multilingual operations executive, with strong analytical and problem solving skills. Delivered exceptional results in fast paced, multi-dimensional environments/call center, where adaptability and flexibility are imperative. Able to work independently and within a team with excellent time management skills. Ability to manage strategic issues and large teams resulting in profitable development of new and existing businesses. AREAS OF EXPERTISE INCLUDE:

Project Management • Strategic Planning • Cross-functional Team Leadership • Quality Assurance • Training, Coaching, Business Analyst• Customer Service Management, Data Integration and Migration, Operations Support, User Acceptance Testing (UAT) • Product Manager, Process Improvement, • Salesforce, System Updates/Implementa- tions

• Negotiations • Telephony Expertise • Fluent in Spanish • Ability to travel 100%, Excellent oral and written

• communication skills, People skills.

TECHNICAL SKILLS:

ORACLE SDLC, SOP, XML, SOAP, VISIO, MS OFFICE, EXCEL, POWER POINT, ACCESS, OUTLOOK, SALESFORCE.COM, LOTUS NOTES, AUTOMATIC CALL DISTRIBUTER, CUSTOMER RELATIONSHIP MANAGEMENT, INTERACTIVE VOICE RESPONSE, MAINFRAME MIGRATION, VOICE OVER - IP, TELEPHONY, NETAPPS, PBX SYSTEMS, TCP/IP PROTOCOLS, DATA DOMAIN, METASOLV, ORION GLOBAL, SHAREPOINT

WORK EXPERIENCE:

Intellsprings Inc. - New York, NY (remotely/contract) 04/2016 - current IMPELMENTATION PROJECT MANAGER

Managed and communicated the operational relationship with assigned client Fedex. Managed full life cycle of the hosted infrastructures. Communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives. Continually seek to improve. Prepare and present service reports to clients. Ensure client specific operational practices are implemented and adhered to including those clients with compliance requirements. Created, implemented and tracked relationship roadmaps. Ensure that roadblocks to execution are removed. IPC Systems Inc. - New York, NY (contract) 8/2015 to 2/2016 PROJECT MANAGER

Responsible in standardizing the company workflows, the interpreted the client business requirements, gathered and documented the requirements. Successfully engaged in multiple Latin America projects simultaneously. Worked closely with the Latin America and Wall Street clients and other IPC departments. Responsible of managing project team per- formance and responsibilities. Adding, Changing, Removing routers and switches for clients while working with NOC center.

Conca D’Oro Importer, Inc. – Paterson, NJ (contract) 8/2009 to 7/2015 BUSINESS ANALYST/OPERATIONS MANAGER

Responsible to Improve service delivery time with customer self-care and automated fulfillment and automatic call dis- tributor (Automatic Call Distributor (ACD), Customer Relationship management (CRM), Interactive Voice Response

(IVR) for Call Center staff, Genesis voice response. Made sure the day to day operations ran smoothly, and ensuring that the calls were routed, handled effectively and professionally. Responsible in managing and developing new inven- tory systems, configuration, and implementation, congregate data from multiple sources into a single database. Restructure the data so that it made sense to the users. Assisted with the implementation of the Salesforce.com platform as company expands its functionality. Acted as the main point of contact with Saleforce.com for major business unit by staying current on SFDC updates Expertise with SFDC. Verizon – New York, NY 2/1992 to 6/2009

PROJECT MANAGER/BUSINESS ANALYST

Responsible for implementation, administration, configuration, migration, and troubleshooting of Verizon physical landlines and virtual datacenter infrastructure. Successful track record of managing large projects, like FIOS, SIP and TCP/IP. Ability to keep teams on track with critical time lines. Responsible to prepared user acceptance testing (UAT) by mapping and testing interfaces, ensured success of update implementation and configuration, through use of Data Warehouse development, Data Integration, maintenance lifecycle and methodology. Responsible for business require- ment documents (BRD's), functional requirement documents (FRD). New York Telephone – New York, NY 5/1981 to 1/1992 CALL CENTER MANAGER/TECHNICIAN

Responsible for overseeing associates in the call center, and making sure day to day operations ran smoothly, and en- suring that the calls are routed, handled effectively and professionally. Leveraged Genesis to pinpoint how well calls have been handled and routed through the Call Center (Automatic Call Distributer (ACD), Customer Relationship Management (CRM), Interactive Voice Response (IVR). Assist with the implementation of the Sales- force.com platform as it expands its functionality. Acted as the main point of contact with Saleforce.com for major business units by staying current on SFDC updates. Used historical data retained by Genesis Internet Voice Response to identify trends and areas requiring improvement with associates. Reduced team non-scheduled close time by 18% and improved schedule adherence by 12%. Reduced retail/wholesale customer defection rates by 15%. Created and main- tained metric scorecard for over 354 associates.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor Degree in Business Management PACE University, NY, NY 1980 Associate Degree in Applied Science Management Technology Fashion Institute of Technology, NY, NY 1987 PMP Project Management Certification – George Washington University (Verizon ESI Program), NY, NY 1999



Contact this candidate