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Customer Service Project

Location:
Atlanta, Georgia, United States
Posted:
October 09, 2016

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Angelique T. Rhodes

**** ******** **. **

Atlanta GA 30311

Mobile Phone 646 ***-****

E-mail acwzdk@r.postjobfree.com

QUALIFICATIONS

Substantial managerial experience, demonstrated outstanding skills in customer contact standards and service. With ten years at Verizon Communications Inc. Including two years managing and training new hires. Accustomed to working in fast paced environments with the ability to think quickly and successfully handle difficult situations. Skilled in MS Office Programs including Excel, Access, SharePoint and PowerPoint. Expert knowledge of payroll systems including, Ceridian and ADP. Experienced in SalesForce, ZenDesk, and ServMan programs. Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles. Willing to travel and/or relocate.

WORK HISTORY

Project Coordinator (Contracted) – Coranet Corp. July 2014 – May 2016

Involved in analyzing and preparing detailed summary of the data collected for all the departments required by the project.

Keeping a track of the project by preparing monthly variance reports.

Exporting client information from SharePoint into Excel for Team Viewer purposes.

Creating and publishing online management reports for the project members.

Plan and monitor minor projects within the project.

Submitted and reviewed vendor requests using ZenDesk.

Collecting all the necessary information from the internal and external sources.

Updated SOW using SalesForce for Vendor and Sub-Contractor use while on site.

Exported information from SalesForce to Excel and/or SharePoint

Reviewing the projects for accuracy and completeness to submit via SharePoint to the client.

Design reporting standards for the project.

Monitor the performance and efficiency of the programs and expense incurred in the project.

Understanding the project concepts and forecasting the requirements of the project accordingly.

Tracked material and labor cost via ServMan.

Call Center Team Lead – Advantage Care Physicians Sept. 2012-April 2014

Liaison between insurance providers, medical staff and patients.

Resolved patient escalations/complaints.

Responsible for daily statistical reports for over 40 agents.

Managed employee benefits, payroll distribution, employee appraisals, directed temporary and part-time staffing, monitored employee activities, established and maintained good standing relationships with medical providers and staff, provided support for employee training programs, and maintained department staff issues.

Instrumental in hiring and training employees.

Implemented Customer Contact Standards, Call Flow Sheets, and cross trained management on observation standards.

Managed outreach for HEDIS and Medicaid/Medicare clients.

Customer Service Representative – Verizon Communication Inc. Feb. 2000- April 2010

Responsible for business account management, direct sales, contract negotiations, conflict resolution, data entry, billing inquiries, and account support.

Assist in branding Verizon products and increase company growth.

Retain and expand Verizon customer base.

Assist in proper order entry and troubleshooting order errors.

Acting Supervisor for 2 years.

Handled center escalated calls.

Supervised training and development of newly hired representatives.

Managed internal helpdesk coordinating with engineers, technicians, and contractors.

Liaison between engineers and contractors on Special Projects.

Human Resource Asst. Manager – New York Mercantile Exchange 1999-2000

Managed employee benefits, payroll distribution, employee appraisals, directed temporary and part-time staffing, monitored employee activities, established and maintained good standing relationships with staffing agencies and affiliates, provided support for employee training programs, and maintained department staff issues.

Instrumental in hiring and training employees.

Facilitated staffing conferences and training new employees.

Provided support and staff assistance.

Associations

Board Member – City Kids Foundation (2013-2015)

CWA Pioneers Member (2000-2012)

Education

University of Phoenix, Phoenix, AZ – (in progress)

Bachelor of Business Administration – Project Management



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