Customer Service Project Manager
Resume:
KATE PLORANSKY
Brick, NJ *****
************@*****.***
WWW: www.linkedin.com/in/kate-ploransky-50a78a65
SUMMARY
I am a Goal-driven and client focused individual offering over 20 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. I Maintain a High-Level of service to both internal & external clients. Communicative and team player oriented with skills in coaching and task delegation. Multi-talented and successful at handling customer issues quickly. Demonstrated record of developing successful company-wide policies and procedures to reduce issues. SKILLS
• Project Planning
• Shift Scheduling
• Service Documentation
• Supply Procurement
• Customer Service Management
• Goal Setting
• Multiple Priorities Management
• Work Planning and Prioritization
• Conflict Resolution
• Policy and Procedure Enforcement
• Relationship Building
• Estimating and Quoting
• Employee Training and Development
• Staff Supervision
• Service Quality Management
• Schedule Management
• Customer Service
• Culture Development
• Documentation and Reporting
• Supply Ordering
• Upselling
• Service Order Flow
• Process Implementation
• Project Management
• Program Follow-Up and Assessment
• Staff Motivation
• MS Office
• Continuous Improvement
• Crew Leadership
• Leadership Development
• Team Leadership
• Vendor Sourcing
• Employee Relations
• Employee Supervision
• Positive Attitude
• Service Scheduling
• Team Collaboration and Leadership
• Reliable and Responsible
• Goal-Oriented
• Workflow Management
• Problem-Solving
• Time Management
• Outgoing and Energetic
EXPERIENCE
Service Project Manager 07/2023 to Current
• Work side by side with Service Manager on all projects
• Prepare and submit permit applications
• Coordinate material releases, and scheduling based on project needs
• Provide customers with updates and information on progress.
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Created employee work schedules to keep shifts properly staffed.
• Pitched in to complete various duties during peak periods or employee absences.
• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
• Collaborated with customers to offer solutions to service needs.
• Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
• Guided department employees on changes from management. CARASALJO MOTEL & AUTO RENTAL
Lakewood, NJ
Operations Manager 09/2022 to 06/2023
• Manage all aspects of car rental and Inn
• Ordering and tracking supplies
• Ensuring customer satisfaction across the board
• Monitor and track fleet of 30+ vehicles to ensure quality and safety
• Supervise all employees including but not limited to lot attendants, hotel chamber maids, sales/customer service representatives
• Meet production demands in a fast-paced environment
• Maintain a clean and safe environment for both guests and employees at all times
• Lead design and execution of strategies to enhance key performance indicators and drive revenue.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics.
• Delivered positive customer experiences by implementing effective quality assurance practices.
• Recruited, hired and trained crew members on application of projects, customer relations and customer service.
• Controlled departmental facilities use and approved requests for repairs or improvements. POWERHOUSE
Crowley, TX
Project Manager 06/2021 to 07/2022
• Effectively forecast and manage client profitability through vendor pricing negotiation and dispute resolution, vet pricing with Facilities Coordinator
• Create and consistently deliver above average customer service experience; actively build and maintain excellent customer relationships
• Managing multiple client relationships and dynamics
• Responsible for leading a team of 3-5 team members
• Maintain key performance indicators according to the service level agreement
• Proactively liaison with vendors to resolve service delivery issues
• Responsible for training, coaching, and managing staff on all aspects of client relations as well as customer service and SOP for the business unit
• Deliver multiple service solutions simultaneously while managing scope of work and budget requirements
• Input necessary data into computer system to track and follow up on vendors
• Manage work order dispatch; make profitability decisions
• Review and provide approval to vendors based on scope of project
• Ability to work within ambiguous situations.
EMCON IT
Brick, NJ
Logistics & Account Service Mgr 06/2019 to 06/2021
• Purchasing Agent
• Run Project Moving Data Centers
• Spare Up all maintenance accounts
• Service all customers with everyday needs
• Manage field engineers while on site.
RSM MAINTENANCE
Toms River, NJ
Project Manager 06/2018 to 06/2019
• Provide timely price quotes to the clients and follow up with them
• Establish and maintain existing vendor relations
• Match and assign the appropriate vendor for the work order
• Ensure the timely dispatch of vendors
• Maintain accurate records of the work orders, invoices, reports, emails and other correspondence
• Collaborate with clients on a national level and update them on the status of each phase of work
• Analyze and resolve client issues and concerns in a professional demeanor
• Evaluate and reconcile vendor invoices
• Daily review and management of assistant project managers work; prioritize workload
• Work with billing and invoicing department to bill clients accurately for work orders
• Consistently ensure client work orders are completed per their service level agreements
• Act as the point person for problem resolution and client relations for multiple projects. COMPONENT HARDWARE GROUP
Lakewood, NJ
Customer Service Rep 10/2016 to 06/2018
• Manage commercial accounts
• Monitor customer inventory
• Assist customer in all ordering needs
• Entering and tracking of all orders.
EMCON FM
Brick, NJ
Quality Control Analyst/Account Manager/On Call Assistant Mgr 07/2010 to 06/2016
• Direct a team of CSR's in managing over 20+ retail, restaurants and major bank accounts servicing their plumbing, electrical and general repair needs in the Repair and Maintenance Division
• Working with technicians in managing repairs to completion, negotiating best pricing and on time delivery to meet and or exceed the customer's SLA
• Responsible for the operational success of the team and accounts
• Ensure the proper skill development for all members of the team is achieved
• Participate and make recommendations in resource management and planning
• Lead the team by providing role model examples in the areas of work ethic, professionalism, problem resolution and demonstration of our core values
• Negotiate effectively with customers, vendors, and employees
• Resolve accounting issues specific to team accounts
• Provide documentation, assist and administer, performance reviews and action plans when required
• Handle client service complaints, issues, and concerns; research solutions and or provide feedback in a timely manner
• Work with management on improving processes and workflow. CENTURY SPORTS, INC
Lakewood, NJ
Customer Service/Executive Assistant/Office Manager 02/2001 to 07/2010
• Assistant to the President
• All aspects of customer service including managing CSR's, taking, and fulfilling orders, troubleshooting, all ordering and maintenance for office supplies and equipment, trade show preparation. J. KNIPPER/MCKESSON
Lakewood, NJ
Account Executive 01/1999 to 01/2002
• Manage pharmaceutical accounts
• Organized and distributed all literature and promotional materials for sales reps
• Accountability for representative samples, distribution forms to be compliant with the PDMA and the FDA. DOMINO'S PIZZA
Pt Pleasant, Manasquan, NJ
Store Manager 01/1995 to 01/1999
• 1995 - Answering phones and taking orders
• 1996 - Promoted to shift runner
• 1997 - Promoted to Assist Manager
• 1998 - Promoted to Store Manager, scheduling, food order, routing drivers, training. EDUCATION AND TRAINING
ASSOCIATE DEGREE IN AUTOMOTIVE TECHNOLOGY 11/2007
Lincoln Technical Institute
01/1996
Brick Memorial High School
REFERENCES
Professional and Personal references available upon request CERTIFICATIONS
• CPR
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