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Customer Service Manager

Rockmart, Georgia, 30153, United States
January 07, 2017

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Rory Parker Resume pg.*

Rory Parker

*** ****** ***

Rockmart, Ga 30153


Increasing Bottom-Line program and contract objectives and goals through effective product ownership and essential business communication.

Accomplished Analyst w ith a proven ability to develop and implement program growth techniques and support client/stakeholder requirements and business needs. I led the key initiative o f growing program participation by nearly 32% year by year. I am an expert in client and team communication and issue resolution.

Respected leader, able to build highly motivated teams of both program managers and user groups focused on achieving contract and stakeholder goals. Keep up-to-date with changes in the industry through continuing professional development (looking to e arn my B usiness Analyst certification through V illanova University) .


Alorica - Customer Care Group

Address: 1000 Cobb Pl Blvd NW # 300, Kennesaw, GA 30144 Phone: (770) ***-****

The Verizon Wireless Team 12/16 -

Quality Assurance Analyst

● Review recorded phone calls to ensure representatives/agents are following the organization’s protocols.

● Monitor phone calls to make certain that representatives/agents are interacting with customers in ways that serve Verizon's best interests

● Study r epresentatives/agent voice quality and product knowledge, as well as whether representatives/agents stick to scripts.

● Check to see that customers are satisfied with the results of the interaction with representatives/agents, and that agents end calls in a friendly and professional manner

● Measure performance and help i mplement t he b usiness’s strategic objectives .

● Create customized center solutions based on study of industry practices and analysis using statistical methods of proper sampling of agent calls Excelsior Staffing Employment Agency - 526 Forest Pkwy, Forest Park, GA 30297 Phone: (404) ***-**** 03/16 - 12/16

Temporary (Non Contract) Employee

* Customer Service Representative

* Software Trainer

* Help Desk (IT and Office)

* Call Center

The Georgia Administrative Office of the Courts- 244 Washington St., S.W. Suite 300 Atlanta, Rory Parker Resume pg.2

GA 30334

Phone: (404) ***-**** Supervisor: Michael Alexandrou, 10/09 – 09/15 Business Analyst II

Methodologies Waterfall, Agile methodology

Tracking Tools JIRA, Confluence, Trello

Databases MS-Access, MYSQL 5.x

Workflow Tools MS-Visio, MS-OFFICE.

Platforms LINUX – UBUNTU, CENTOS, Windows (2000, NT). Project Description:

Georgia Administrative Judicial Exchange: A middleware to automate the electronic transfer

(e-filing) of child support cases into the courts. A Program Supported by the Department of Child support and the Department Of Human Resources in Collaboration with AOC yields Statewide e-Filing of Court Cases. This Application Interacts with STARS a Desktop Case Management System and also with the CMS of Courts facilitating smooth Transmission of Cases. Contribution:

● Analyzed and o ptimized the business processes of the Georgia Child Support System and the respective Clerks’ Offices into which they file, prepared B usiness Requirement Document and managed Requirements.

● Managed client expectations on all project deliverables and requirements, while working with C ross-functional teams.

● Managed and trained j unior Business Analyst. D elegated work assignments and tasks to junior analyst.

● Held leadership role with technology and operations team on d esign, testing, training, implementation, and issue resolution as well as e nhancements.

● Initiated b ug review meetings and updated requirements document as per business user feedback through change control procedure.

● Participated in w eekly projects meeting with Technology and Operations team to establish priorities and get status updates including progression tracking of the projects.

● Provided P roduction Support for GAJE W eb Application and Web services.

● Primary liaison between the b usiness line, operations and the technical areas throughout the project cycle.

● Conducted Gap analysis to estimate effort required in modification of existing architecture and development of new business needs.


● In 6 years of employment, oversaw growth from 8 counties to over a third of the 159 counties in Georgia (127).

● GaJE Program n ominated for the 2014 Georgia Council of Court Administrators

(GCCA) Program of the Year.

● GaJE Program a pplied for the National Association for Court Management (NACM) 2014 Justice Achievement Award recognition.

Project Description:

Case Management System Integration – Web Services: A web service project whose exchange of information complies with Electronic court filing specification standards. This Web service allowed Child Support staff to transmit cases to the Court’s case Management system and acknowledge any Responses from the same.


Business Analyst

● Gathered f unctional, n on-functional and the s ystem requirements. Rory Parker Resume pg.3

T eamed with developers and database team i n integrating with Vendor’s web service to client requirements.

A dhered to the SDLC to create an efficient electronic filing process.

C reated and documented test cases for Preferred Securities to verify functional and business requirements.

● Organized meetings with developers, users to review and implement defect fixes and functional requirements.

● Detected, reported and followed through on defects using JIRA.

● Integral in development of U ser guide & training materials for new technology and process improvements.

● Documented rules as a part of functional requirements specification.

● Managed meetings, d ocumented action items and minutes, presented summarizations, communicated with clients regarding issues, and related resolutions to all appropriate staff. Project Description:

Georgia Court’s Tax Intercept Program: In response to a new law, Georgia HB1000 Tax intercept it was determined that Courts throughout Georgia could set off debt collection for debtors owing money to the courts to the Georgia Department of Revenue through the Judicial Council’s Administrative Office of the Courts.


Business Analyst

● Interviewed diverse business users, gathered and analyzed requirements, and documented them

● Gathered requirements from stakeholders and the subject matter experts through J oint Requirement Planning Sessions to understand needs of enhanced system.

● Analyzed requirements to ensure that they were comprehensive, unambiguous and accurate.

● Defined needs of the system by developing Use Case models, Functional Requirement Specification and Supplementary Requirements Specification.

● Derived key abstractions of the proposed system and mapped them to analysis mechanisms for identifying reusable architectural solutions. The Georgia Administrative Office of the Courts- 244 Washington St., S.W. Suite 300 Atlanta, GA 30334

Phone: ( 4 04) 656-**** Supervisor: Vince Harris, 05/09 – 10/15 Journalist/Publicist

● Wrote a rticles and p ress releases for and about the GaJE Child Support E-filing project that described its impact throughout Georgia in relation to child support proceedings in Superior Court.

● Planned, organized and scheduled Media Events/Press Conferences to showcase the benefits of e-filing.

● Traveled throughout Georgia to i nterview E-filing participants and stakeholders from Child Support offices, District Attorney offices, Special Assistant Attorney General offices and Superior Court Clerk offices on how they implemented and used e-filing and its effect on their workflow.

● Increased court interest and membership into the GAJE E-Filing Project through published articles.

Published in:


● The Peach State Dispatch (a newsletter circulating to all Offices of Child Support in Georgia)

● The Sandersville Progress newspaper

Rory Parker Resume pg.4

● AOC on Balance

The Southern Voice Newspaper– 1075 Zonolite Road Suite 1-D Atlanta, GA 30306 Phone: (404) ***-**** Fax: (404) ***-****, 5/08 – 12/2008 Freelance Writer/Intern

● Wrote Feature Stories.

● Composed News Briefs.

● Researched leads for news stories.

● Pitched ideas for features to run in paper.

● Conducted interviews to later be used in feature story publication.

● Book reviews.

FedEx National LtL - 2000 W. Maner Road SE

Smyrna, GA 30082Phone: (404) ***-**** Fax: (404) ***-****, 4/06 – 10/07 Dock Operations Assistant/Manifest Clerk

● Monitored the rate of Inbound Freight/Outbound Freight at Terminal.

● Correctly and efficiently assigned freight trailers to appropriate doors on dock.

● Assigned freight paperwork to dock workers for trailers to be unloaded.

● Tracked and recorded Hourly Terminal Production and Dock Worker Production reports.

● Compiled and Relayed out Weekly Dock Worker Efficiency reports.

● Updated and Checked Weekly Dock Productivity reports.

● Billed, re-billed, or created partial bills for freight that had been shipped to terminal.

● Performed and verified daily Dockyard Check to make sure all trailers and freight are accounted for at terminal.

● Assisted Supervisors and Dock Operations Manager with their duties. Spherion at The Coca-Cola Company – 1 Coca Cola Place NW, Atlanta, GA 30313, 7/05- 4/06 Customer Communications Specialist/Phone Coordinator

● Resolved quality-related issues with Company products or packages by reassuring, educating or reimbursing consumers in order to minimize legal risks or adverse publicity.

● Responded to inquiries from or initiated contact with external audience via phone, email, and letters in order to manage relationships, clarify company positions and build goodwill.

● Built and maintained a database of consumer contacts to track monitor and report consumer issues and trends in order to enable senior management to make informed business decisions. EDUCATION

Georgia State University, Atlanta, GA ('07-'08, G raduated) Bachelor of Arts, Major: Journalism, Concentration: Print, Minor: Film and Video University of North Carolina at Greensboro, Greensboro, NC ('99-'02) Bachelor of Arts, Major: Media Studies-Broadcasting/Cinema, Concentration: Media Writing ACCOMPLISHMENTS

Independent projects:

● Published Author, adult contemporary short story anthology (Strebor Books- imprint of Simon and Schuster, released in May 2008)

● Published Journalist through The Southern Voice newspaper in Atlanta, Ga. as well as through employment at the Georgia Administrative Office of the Courts From coursework at Georgia State University:

● Volunteer with Georgia State Television as journalist/producer/on air personality. Rory Parker Resume pg.5

● Written story for The Urbanite magazine at Georgia State.

● Have written and produced several segments to air on GSTV.

● Certified in using Canon GL2 Digital Video Camcorder.

● Experience using Sony Handycam HDR-FX7 Digital Video Camcorder.

● Familiar with television studio operations from Telecommunications Production course:

- Learned to direct and produce television programs

- Operated studio cameras

- Learned to work switchboard as Technical Director

- Learned Audio Directing and Playback Operating

- Wrote and produced my own show program ideas

- Worked as Grip


Internet (Firefox, Internet Explorer, Safari, Chrome), InDesign, M icrosoft Office (Word, Excel, Powerpoint), Final Cut Pro 6, Photoshop, Confluence, Microsoft Project, All Microsoft Windows Platforms and Mac OSX, GoToAssistRemote-Support Platform, M yPHPAdmin utility over MySQLdatabase, T yping 30+ wpm

Professional References:


Michael Alexandrou


Business Analyst Co-Worker

Kevin Kirk


Developer Manager Co-Worker

Navaneeth Jogi


Kristi Stone

Director Of Field Operations

Division of Child Support Services

Georgia Department of Human Services

4619 Sheraton Dr., Suite 300

Macon, GA. 31210

478-***-**** (Office)

404-***-**** (Mobile)

Contact this candidate