Customer Service Project
Resume:
Ralph Edward Williams
acy301@r.postjobfree.com
Richmond, CA.
Summary:
* ***** ** ************ ********** working in Support Roles. Over 3 years of functional experience in project coordination and tech support. Ability to maintain confidential information, to interface and coordinate project scopes. Highly experienced in tracking and reporting on specific projects and assumed deadlines. Strong project management coordination and tech support skills. Demonstrated ability to research, consolidate information and Ability to manage complex tasks. Excellent Organizational, Exceptional communication and time management skills.
Technical Skills:
Dashboard, SAP, CRM, ERP, team Viewer, MS Windows, MS Outlook, MS Excel, MS Word, Power Point, SharePoint, Quality Management
Education:
College of Alameda, Alameda CA (2002-2004) AA Degree for Associate in Arts, General Curriculum
San Francisco State University CA (2005-2009) BA Degree, Criminal Justice
Professional Experience
ABB: Client (PGE) San Francisco, CA November 2016- Present (Contract ending 3/3)
Customer Service Representative (Inside Sales)
Work as a liaison between ABB Power Grid factories and PGE. Work hand-in-hand with outside Account Manager in managing the customer relationship(s).Primary execution of customer activities including daily interaction with customers managing inquiries and addressing customer needs with appropriate solutions; quantifies and resolves complaints. Utilize tools and processes including product configuration tools, order entry and business systems. Provide initial point of contact by phone, fax, email, web, or chat modes] for customers (internal and external).Enter customer data into the order management systems, utilize pricing spreadsheets, monitor customer agreements, and employ quality resolution tools. Used greater judgment and initiative to either resolve issues or escalate them to the appropriate Systems Services. Provide additional backup and support to others in team to support Inside Sales functions. Complete key administrative tasks and projects by working independently with little supervision within the Instructions and guidelines.
Williams Sonoma, San Francisco, CA March 2016 – June 2016 (Short Contract)
Project Coordinator
Responsible for managing a software upgrade on environment servers with department managers, and executive team. Worked as the key point of communication between the PMO, IT cross-functional teams, business partners and vendors. Also responsible for creating and managing calendar, and managing Allocations &Deliverables doc. Work with IT project team members and vendors to coordinate activities, provisioning software implementation, implementation, and integration testing for environment/server builds. Create scopes, and documentation on Share Point for each software upgrade. Participate, schedule, and facilitate team meetings using Microsoft Outlook and setting up web conferences.
Carl Zeiss Meditec, Dublin, CA June 2015 – March 2016 (Temp)
Project Coordinator
Programs used: Dashboard (Homegrown portfolio resource management tool for (optometrist /entomologist), SAP, CRM (Customer Relationship Management), ERP, Team Viewer (Establish VPN connection with end-users), Flexera (Generating and managing software licenses), and Microsoft Office. Responsible contacting and sending out software used for medical instruments for practices within United States. Coordinate projects that are FDA regulated for software upgrades and software fixes. Using VPN for remote access, conducted customer hardware/software configuration on networking servers for hardware specifications. Created SOWs (Statement of Work), sales orders, and folders for optometrist and entomologist. Work with sales Representatives to assist with coordinating software installs. Perform software upgrade and patch fixes used on optical instruments for FDA regulated customers. Scheduled Installation dates, submit weekly reports of pending & complete projects and close out project tickets. Report to the Director of IT the status of projects, submit reports, and discuss pending issues and resolutions to problems.
Spencer Technologies: Client (Gap), Oakland CA March 2013 – March 2015
Project Coordinator
Held accountability for coordinating complex, large and small scale IT projects. Assisted with increasing revenue from 1.5 to 3million dollars monthly by meeting project deadlines and taking on more projects. Responsible for Material requests and delivery for materials surround POS and Avaya system setups. Built an outstanding relationship with our clients by consistently contacting & responding to our client’s request/answers through emails, instant messaging, and phone calls. Responsible for proving technicians on requested projects, made sure projects were completed and met client’s needs, complete monthly billing reports using Microsoft excel and Squire software, responsible for parts/labor while emailing our management team/Client to keep everyone in the loop. Report daily weekly and monthly reports to my program manager. Assisted senior project managers with creating and closing out project by forecasting cost/labor and closing out billing
Spencer Technologies: Client (Gap), Oakland CA Jan 2013 – March 2013
Tech Support Analyst:
Analyzed system problems, ran preventive tests, performed troubleshooting, and trained staff as part of preventive measures. Resolved and coordinated the resolution of technical issues utilizing resources from multiple departments/divisions. Worked closely with peers, and across functional teams of the Gap Corporation to drive resolution, while providing excellent customer service to all. Assisted with the installation, configuring, and supported retail technologies including, but not limited to Axper, Shoppertrak, Bunyar, and Clarity counters, various brands of point of sale servers and controllers, Cash registers, networking equipment and various other retail specific technology.
July 2011 – Jan 2013 --- take care of family.
ACS Government Solutions, San Francisco, CA July 2006–July 2011
Customer Service Rep. Promoted to Supervisor/Quality Assurance Specialist
Performed administrative support, coordinated and managed multiple priorities and project events. Provided telephone support, investigated and resolved escalated customer issues for the processing and customer service department. Participated in staff recruitment, training, and managing customer representatives to meet monthly incoming call percentage quotas, service quality, and supervised lunch, and break schedules while processing unsolved inquires and responding to escalated issues & questions. Managed the Quality Assurance team to meet deadlines and implement procedures to improve quality for customer service and quality improvement. Responsible for closing out all cashers and depositing end of the day finances,and for closing out call representatives’ financial reports.
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