Customer Service Project Management

Travis Howard

**** ******** *** **** * Atlanta, GA 30341

678-***-**** *************@***.***

Project Manager / Account Coordinator

Project Documentation Budget Management Project Controllership

Executive leader with expertise in all facets of Telecommunication Provisioning, Project management, budget analysis, and controllership with regards to Project Management. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, highly accomplished, motivated, and Strong communicator with polished presentation style seeking to advance career with a like-minded organization.

•Customer Service

•Strategic Planning/Analysis

•Communication Skills

•Implementation expertise

•ATX Legacy System

•Centac or AOTS for maintenance.

•USH for Database

•Relationship Building

•Leadership

•Policies / Procedures

•Training / Mentoring

•Develop and manage

Processes.

•Project Management

•Consulting

•Goal-Oriented

•Telecommunication

Provisioning

Professional Experience

Comcast Cable, Alpharetta GA

Field Liaison (2015- Present)

Resolves issues regarding installations and service calls. Resolves order discrepancies in advance of Technicians being routed to appointments. Maintains contact via phone or text when Technicians are on site.

Supports the technical and procedural processes that are a part of Comcast's Video, Voice, and Data services. Works with both internal and external resources.

Supports order modifications including rates packages provisioning codes, installation charges and points quota. Ensures workflow in advance of Technicians being routed into the field.

Provides operational support to Technicians; works with both internal and external resources and maintains detailed account notes of all actions taken in the appropriate tool application.

Also created trouble tickets using Central Division Help Desk system

Supports real-time service verification (QC of levels) using Grand Slam and Home Health Check

VERIZON WIRELESS, Alpharetta, GA

Project Manager (2007 –2013)

•The senior, Point of Contact to the Customer for all project delivery matters

•Execute and maintain project management processes in the areas of project schedule, quality management, communications management, risk/issue management, and change management.

•Manage all facets of large scale, cross functional technical projects with broad scope to ensure deliverables are met within schedule, budget, and quality goals.

•Responsible for assisting with developing a communication plan as well as preparing communications about the program through multiple channels working with cell towers.

•Review and coordinate review of customer account documents with Sales, Pricing, Contracts Management, Legal, Business Operations and other internal groups for compliance

•Track tasks assigned to the project team and prepare regular status reports

Responsible for tracking project changes and producing updated schedules

Gather and report performance measurement of on-going progress.

Ensure smooth communication within the project team and other cross-functional teams

Interface with internal/external stakeholders on a regular basis

•Oversees, coordinates, and participates in organizational, operational, and procedural analyses to determine information input, work processes, and desired output for potential and/or up dated computerization for a large number of users in support of a multi departmental or county wide applications.

Verizon Wireless – Dunwoody, GA

Interim Supervisor (2005– 2006)

Primary responsibility involved management of eleven employees.

Responsible for planning and directing the work of a group of individuals, monitoring their work, and taking corrective action when necessary.

Establish effective collaborative relationships with clients and sales channel by having weekly and monthly conference calls to insure the accuracy of their accounts and to address any issues and concerns they may have.

Also did research and co-write company polices to cascade to the account team and issued trouble tickets and track until the issues have been resolved.

VERIZON WIRELESS, Alpharetta, GA

Global Enterprise Advisor (2004 – 2007)

•Manage, supervise and oversee multiple Enterprise clients providing administrative skills with regards to cellular 3G, 4G, and LTE technology

•Key decision maker for project ensuring price plan changes, profiles mergers, and contract extensions are implemented prior to deadline

•Communicate daily updates, monthly, and quarterly reviews to Senior Management and support staff with regards to cost analysis

•Responsible for all accounting, billing discrepancies, monthly invoices, and trending reports

•Reconcile all issues with regards to revenue impacting areas with a concentration on accounts receivables

•Train and educate Jr. Level Account Liaisons on recovery and technical issues

•Provide first-rate customer service with regards to negotiating settlements and consulting with customers on billing procedures

•Subject Matter Expert for team with regards to self-serve customer online portal

Verizon Wireless – Dunwoody, GA

Account Coordinator (2004– 2006)

Account Team Provides direct interface to customers of the national and Consolidated Major Account Program Responsible for service activations and product fulfillment, ESN change, deactivations and overall Customer services and satisfaction

Responsible for analysis in preparing and processing along with problems solving of customer orders service and maintenance orders.

Issued trouble tickets using Inventory Trouble Ticket System

Troubleshoots and Resolves issues surrounding all facets of provisioning additional duties included completing center projects that may require adaptation of response or extensive research such as clean-up and auditing of accounts.

Education & Credentials

Certification, Cisco Optical Networking & Ethernet Circuits

Certification, Six Sigma Green Belt –Villanova University

Bachelors of Science – Marketing, Strayer University

Awards & Recognition

Fortune 5 Club Member – 2012 / Director’s Club Top Performer – 2011/ Top 10 Project Managers– 2008

Shining Star Customer Compliment Award 2005,2006 & 2007

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