Customer Service Management

Veronica O’Bryant

*******************@*****.*** *102 Helena Springs Way, Apt A, Augusta, GA 30909 (M) 706-***-**** EDUCATION

Troy University, Augusta, GA May 2012

Master of Business Administration: Concentration in General Management Augusta State University, Augusta, GA May 2007

Bachelor of Business Administration: Concentration in Management Information Systems CAREER SUMMARY

Senior business-professional with 9+ years of combined experience in the areas of project support, analysis, & quality control

Proficiencies include case management, complaint resolution, process auditing, system troubleshooting, & clientele support

Able to effectively analyze current processes and suggest innovative solutions in order to all meet project and clientele needs

Background includes providing process enhancement, staff coaching, & call monitoring in order to ensure customer service

Critical thinker with superior organizational skills & who’s able to complete multiple tasks within a fast-paced environment Areas of Experience

Case Management Project Implementation Internal Support Employee Development Process Improvement Complaint Resolution Quality Enhancement Employee Coaching Managerial Finance Strategic Marketing Staff Training Account Management Inventory Maintenance Website Development Team Leadership Customer Experience TECHNICAL SKILLS & CERTIFICATIONS

Software/Applications: ITSM/Remedy, Avaya Call Recorder (ACR), DISA CRM/RightNow, SharePoint, Windows XP, Windows 7 & 8, Microsoft Word, PowerPoint, Outlook, and Excel, AIMS Asset Mgmt., Help Desk Service Order Request System, UNID (Universal ID Creation Tool), IBM Lotus Notes, Active Directory Certifications & Security Clearances: ITIL V3 Foundations, Active Department of Defense Security Clearance RELEVANT PROFESSIONAL BACKGROUND

FLUOR, Waynesboro, GA 2016-Present

Project Information Specialist III: Plant Vogtle 3 & 4

Ensure that a nuclear plant construction project staff of 6K+ have the adequate access control to perform their specific duties

Collaborate with a department of 50 to respond to and perform administrative requirements for project team and management

Execute troubleshooting duties for project team and end-users in order to resolve issues which could delay project completion

Handle an average of 20+ system access requests daily regarding new hires, rehires, and active users sent from the help desk

Assist project team with crucial functions such as computer setup, ordering materials, and directing job site visitor personnel Unisys, Augusta, GA 2015-2016

Service Desk Quality Auditor

Monitored 30+ ticket agents tickets during customer-interactive calls to ensure that the proper processes were being followed

Compiled weekly reports which demonstrated the quantitative metrics of each agent & distributed them to upper management

Provided monthly coaching sessions with each agent to ensure that they are coached per the frequency guidelines established

Conducted 2 audits per agent weekly in order to identify training needs & bring them to the operational management’s notice

Communicated feedback to all agents in a timely manner via reports sent to the agents, Service Manager, & Team Managers Sears Holding Corporation, Augusta, GA 2013-2015

Business Systems Analyst

Collaborated with a team of 4 business systems specialists to provide expert software support to the Sears Home Division

Analyzed and administered custom solutions for over 400 individual cases, resulting in an overall 98% case resolution rate

Provided key training to internal and external employees regarding the newly implemented SAP order management system

Managed the follow-up process with company staff to ensure that all issues were addressed and resolved in a timely manner E-Z-GO, Augusta, GA 2008

Internship

Facilitated the planning and implementation of a webpage which tracked all projects of the Engineering & Design department

Aided in fulfilling corporate data tracking goals by assisting the Design Quality Engineering staff with database development

Utilized various programming languages along with coding to integrate key functions into the structure of the company site

Collaborated with professional staff and upper management to implement measures that aided in achieving department goals

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