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Customer Service Project Manager

Location:
Fort Worth, Texas, United States
Posted:
January 22, 2017

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AMBER SOWELL

**** *******

Benbrook, Texas *****

(817) ***-****

acye0x@r.postjobfree.com

QUALIFICATIONS

Computer Skills: Word, Word Perfect, Power Point, Excel, Light-Moderate Peach Tree, MS Money, Lotus, Sage, Windows, QuickBooks, On Screen Take Off, Adobe, Microsoft Outlook, Advantage Sub, Paper port, Light CADD, Maximizer, CIN, CMD, Read Architect Blue Prints.

An accomplished, results-oriented Senior Project Manager with 18 years of experience directing large scale projects. Recognized for ability to identify, design and deploy innovative technologies that result in improved systems, increased production and decreased expenses. Exemplary track record of success in the recruitment and mentoring of team members that consistently produce and high stress environments with sales growth.

EMPLOYMENT

January 2014-December 2016- Director of Marketing/Project Manager/Estimator-Terrill Manufacturing

Responsible for planning, development and implementation of all the Organization’s marketing strategies, marketing communications, and public relations activities, both external and internal. Oversees development and implementation of support materials and services for chapters in marketing, communications and public relations. Directs the efforts of the marketing, communications and public relations staff and coordinates at the strategic and tactical levels with the other functions of the Organization; responsible for the marketing of the company and the procurement of projects for manufacturing; prepare weekly bid list for all estimators in a priority manor; Prepare and submit quotes on projects selected for bidding; Visit with design professionals as required to promote the company; Prepare bids on selected projects; Attend Pre-bid/Pre-construction meetings when required; Review bidding documents for completeness; Review all bid proposals for completeness and accuracy; Review specifications for substitution requirements and submit necessary information in a timely manner; Maintain an accurate record of all agreements related to bids; Maintain complete file on project until sub-contract/purchase order is received; Maintain correspondence with customer until sub-contract/purchase order is received; Review sub-contract/purchase order for correctness of inclusions, exclusions, addenda and sell price; Obtain prices for installation from various installers; Inform Vice President – Sales of recommended installer on project sold; Obtain buy-out pricing from proper source/person and document; Obtain current pricing for special materials and/or hardware on projects bidding; Submit and review all pricing with Vice President –Sales or President on projects bidding; Schedule visits and distribute catalogs to design professionals; Assist design professionals as required with regard to our products; Review contracts received on jobs awarded; Review projects sold with Project Managers when job is entered; Assist Project Managers with prices for change orders and RFP; Maintain good customer relations; Obtain and list bid results on all projects bid; Participate in trade shows to promote the company; Make personal contacts on new customer orders when required; Keep accurate records of all correspondence with design professionals and customers; Train and supervise the performance of the Project Managers and assist with fulfilling their duties; Assist Project Managers with customer service and relations; Control Budget’s for all jobs project managing; Complete Billing’s and Lien Releases Assist Chief Operation Officer in managing customer orders; Manage all projects for the company until final payment is received; Assist Project Managers in obtaining project information; Maintain good customer relations by providing good customer service; Maintain, price and manage customer orders; Provide information to improve the quality of our product; A certain amount of time is required for customer entertainment to better customer relations; Make jobsite visits as required.

Conduct weekly meetings with Project Managers, Engineering and Manufacturing Managers.

Coordinate with sales/marketing to deliver catalogues as required; Prioritize job delivery using all available information; Assist Project Managers on decision of trade outs with conference with Chief Operating Officer; Price changes and extras; Follow ups with Project Managers on job information.

Assist Project Manager on trouble shooting and problem solving; Check resources for Project Manager training to improve job skills; Assist Project Managers in reviewing returned shop drawings for corrections and/or pricing of changes; Prioritize shop drawing submittals; all billing, forms and notary

January 2009 – September 2013 -Customer Service Rep / Inside Sales - Republic Services

Respond in a timely and accurate manner to routine customer service calls, ensuring that residential customer issues and concerns are treated in a respectful and professional manner.

Effectively respond to routine issues regarding general commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve simple issues including service level changes, contractual obligations, billing questions, service cancellations, price increases and equipment issues; Return all internal and external calls, emails and facsimiles in a timely manner to ensure that customers’ concerns are understood, addressed and resolved in an efficient and complete manner as possible; Receive and review individual performance metric reports and action plan with manager to understand individual performance.

Enter service and route data into computer for billing and route scheduling purposes.

Log information about customer service interactions into systems; update in a timely and accurate manner so that associates are able to track services inquiries and resolution.

Complete required Customer Service Agreements, CRM entries, reports and other paperwork in a timely manner and in accordance with Company policy; Ensure maximum productivity by achieving or exceeding Company-established goals by successfully routing vehicles; Assign loads to drivers based on designated routes and driver location; Prepare, update and dispense the daily route schedule; Gather and maintain route sheet documentation for pick-ups (scheduled, missed, extra pick ups), route completions and driver locations; Ensure route completion via the driver check-in process.

Receives and reviews information from credit reports and contacts various credit sources to ensure credit packages or customer credit applications are complete; Following standard credit processes and procedures, assesses the risk of offering credit to new and existing customers for multiple divisions, business units or an area. Within a determined threshold, approves credit limits. Makes recommendations to the management team as appropriate for non-standard situations or situations in which request exceeds authority to approve; Accepts payment on certain accounts as appropriate and resolves most questions and problems, referring only the most complex to higher levels. Where appropriate performs research to identify misapplied payments and resolve basic and moderately complex issues; On a regular basis, retrieves and reviews billing system reports to identify delinquent accounts; Following standard operating procedures, contacts customers via phone or standard letter to bring accounts to a status; Prepares and provides reports reflecting status of credit and collection activity in area of responsibility; Documents credit and collections activity for assigned accounts.

March 2005 -August 2008– Manager of Specialty Sales – Rocky Duron & Associates

Distributing mail, faxes, calls to the appropriate department, bid sheets and analysis for whole company, estimating reports on a monthly and yearly basis for corporate, training of new project manager and estimators, submittals for project management, sales call backs, booking of sales presentation facilities, keeping up with literature for over 150 companies, managing over 25 projects, ordering materials for these projects, keeping a budget on those projects ranging from small to very large budgets, estimating over 2 million dollars per month, purchase orders on jobs, dealing on a daily basis with general contractors, assisting sales in there daily needs, light filing, maintenance calls on office equipment, taking orders for over the counter sales, booking installation on projects, computer technical problems, ordering office supplies, creating templates for the company, creating and maintaining plans on jobs and bids and various other administration duties. Also assisted in accounting.

July 2000 – March 2005– Project Manager/Estimator - TBS/Specialties Direct, Inc.

Distributing mail, faxes, calls to the appropriate department, bid sheets and analysis for whole company, estimating reports on a monthly and yearly basis for corporate, training of new project manager and estimators, submittals for project management, sales call backs, booking of sales presentation facilities, keeping up with literature for over 150 companies, managing over 25 projects, ordering materials for these projects, keeping a budget on those projects ranging from small to very large budgets, estimating over 2 million dollars per month, purchase orders on jobs, dealing on a daily basis with general contractors, assisting sales in there daily needs, light filing, maintenance calls on office equipment, taking orders for over the counter sales, booking installation on projects, computer technical problems, ordering office supplies, creating templates for the company, creating and maintaining plans on jobs and bids and various other administration duties. Some project management job examples: DFW Terminal D, Radio Shack and Duncanville High School.

May, 2000 – June, 2000- Bookkeeper/Sectary - Cascade International Capital Corporation

All A/P and A/R, Computer input in GL and A/P, Answering Phones, Organization of Files, Summary reports of open and closed Dills, Building Data Bases, Keeping and maintaining vendor files, keeping track and records of payroll taxes, deposits, and checks, running detail reports, Research on the Internet, ordering supplies, Sorting Mail, Cleaning (put dishes up, make coffee, make sure conference room is clean), Greeting Clients, In and out bound packages and mail

EDUCATION

Western Hills High School - Graduating a year early. Graduating in the top 100 of my class and on the A-B honor roll.

Tarrant County College (Deans List)/Craven Community College (Dean List) taking classes to pursue a major in Business (90 hours completed credits).

LINKEDIN PROFILE www.linkedin.com/in/amber-sowell



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