Project Manager Customer Service

James Shin

Los Angeles CA ***** *****.*****@*****.*** 213-***-****

SUMMARY

Conscientious, resourceful project manager with experience at a Fortune 500 company. Extensive experience in customer service with excellent interpersonal skills. Strengths include solid communication skills, problem solving and adapting to change.

Professional Experience

Verizon – Los Angeles, CA July 2012 – December 2015

Service Engagement Manager/Project Manager

Facilitated and developed integrated processes, procedures and workflows based upon business and stakeholder requirements.

Initiated new customer on-boarding calls and administer regular customer status calls.

Coordinated with security analysts and customer contacts to ensure program deliverables are moving forward and all activities and corresponding reports are delivered within expected service level agreement.

Executed port vulnerability scanning on external and internal customer networks utilizing QualysGuard.

Served as backup administrator duties for RSA Server Administrator and ScanLab/War dial administrator.

Valassis, Inc, – Commerce, CA March 2011 – July 2012

Associate Targeting Analyst

Supported Sales and Client Services Departments with Targeting analysis and data using IMO, Crossbow, and MS Access.

Delivered Market Reference Tool on a monthly basis which provides stakeholders with delivery data and current shipping information.

Consulted Sales Executives and Client Coordinators how to utilize existing products in order to better serve their clients.

Endorsed Revenue goal for Shift to Shared Mail by maintaining project turn time of 1.46 days, well within SLA of 3 days.

Created positive and enjoyable workplace environment by volunteering for the Goodwill Committee which responsible for planning department events such as team building and branch planning events.

DirecTV – El Segundo, CA July 2008 – December 2009

Sales Analyst (contractor) – High Speed Internet/Retention Operations

Resolved customer credit reconciliations for the High Speed Internet (HSI) Department utilizing MS Access, Cognos 8, RIO, OMS, and STMS systems.

Reconciled DirecTV’s active satellite internet customer database versus WildBlue’s active customer database.

Developed and update workflow documents for Allconnect Manual Credit Process and Bi-Weekly WildBlue Customer Reconciliation.

Generated Weekly and Monthly Telco Sales Reports and Call Volume Forecast for executives and business owners.

Worked closely with Telco Credit System (TCS) Department, Amdocs, IT Data Services, and Telco Department to ensure timely resolution of customer credits.

Roth Staffing Companies – Orange, CA September 2007 – July 2008

Quality Assurance Analyst (contractor) - Information Technology Department

Performed black box testing on Personnel Change Form, Online Timecard, Online Application (for employment) and various other intranet applications to verify application functionality and bug fixes.

Communicated programming bugs to Management and Development team via @task software for further enhancement.

Created test scripts for Online I9 Verification and Online Timecard Applications to ensure that all business requirements and functionality have been met by the development team.

Assisted development team in troubleshooting bugs reported by field users.

Completed User Acceptance Testing for Online I9 Verification Application developed by 3rd party vendor developers.

James Shin

213-***-**** Page Two

OSI/Safety Resources – Los Angeles, CA January 2006 – March 2007

Dedicated Vendor Premium Auditor – Premium Audit Department (American International Group)

Performed field audits of workers’ compensation and general liability insurance policies to within 98% of American International Group (AIG) quality standards.

Analyzed workers’ compensation and general liability policy holders’ operations to ensure proper job classification of their employees.

Communicated findings via reports to Management for quality review and unit statistical reporting.

Consulted with insured regarding record keeping, employee classifications, and premium basis for their policies.

Inspected policy holders’ facilities to assess that the insured’s exposure is commensurate with their policy.

Education

University of North Carolina – Chapel Hill, NC

Bachelor of Arts – Economics

ADDITIONAL SKILLS

MS Office, SharePoint, SQL, @task software, PhoneSweep, EZ Audit, Integrated Media Optimization (IMO), Crossbow

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