Customer Service Project Manager

Kia L Rakestraw **** Hawkseye Trce Phone:313-***-****

Warren, MI 48092 Email: ************@*****.***

S K I L L S & KNOWLEDGE

Well rounded, energetic, professional poised to excel in a position where my education and work experience, strategic thinking and customer service experience can contribute to a company overall goal. My skills and knowledge obtained over the years consist of but not limited to: Team Leadership, Client/Vendor relations, Training Policy Development, Project Management, Relationship Building, Process Improvement, Purchase orders, Job bids, critical thinking, negotiating, relationship building. Sales& Service, soft skills, results oriented, managing data, influential, Avid and quick learner, applying a variety of Federal & State personnel management rules, regulations and procedures, Human Behaviors, Operation audits, Continuous Improvements, Employee Development, Customer onboarding, retention specialist, customer advocate, written and verbal communication, driven, P ROFESSIONAL EXPERIENCE 4/2020- P R E S E N T

H R S P E R W E E K : 4 0

A T & T : S O U T H F I E L D, M I

Sr Sourcing Specialist Manager, RECO (Rural Healthcare, E-rate, CTF (California Teleconnect Fund), OUSF (Oklahoma Universal Service Fund))

• Project manager for the Federal E-Rate program which supplies discounts to aid schools, consortiums, and libraries in the United States, to obtain discounts on their telecommunications and internet services. Managed over 200 schools and libraries in Texas.

• Collaborated with management to develop process improvements for the federal funded program.

• Crossed trained peers on RECO operations training, help peers with questions or problems for E- Rate processes.

• Created and presented new M&P (Methods & Procedures) for peers on CTF invoicing process to regulatory.

• Lead Person on Work Transition process to help cut negative impact on customers during inter- office work transfers.

• Lead over L1 CTF Managers serving as liaison between employees, to 2nd and 3rd level management.

• Implement process for better functionality of our work distribution and tracking system.

• Compliance with State and Federal government legislation. Contact for Regulatory and compliance.

• Invoice to Regulatory more than 1 million annually in funding and payments.

• Responded to official requests for information from AT&T Legal, E-Rate Compliance and Regulatory, and the USAC (Universal Service Administrative Company) Payment Quality Assurance (PQA)

• Facilitate and attend meetings to exchange knowledge on Lowest Corresponding Price (LCP), Compliance, Letter of Agency and manual funding processes which aided in reducing error.

• Support manager to 9 customer advocates, duties include managing attendance, conducting review performance, supporting, and managing data systems schedules, adherence, and vacation reporting time, FMLA (Family Medical Leave Act) reporting time. Work with union to form manager/union partnership with resolving personnel issues and supply management support. AT&T POSITION: SALES CONSULTANT/COACH 2016-2020

Supplied customer service by taking part in creating a shopping environment that encourages customers to buy AT&T products. Performed customer service activities including selling or suggesting added related products based on customer’s fact-finding needs.

Kia L Rakestraw 5289 Hawkseye Trce Phone:313-***-**** Warren, MI 48092 Email: ************@*****.***

• Supplied excellent customer service and cultivated customer goodwill to ensure repeat business.

• Perform selling of products and services offered by AT&T.

• Maintained set-sell core standards Aline with AT&T policy and procedures.

• Met and exceeded Sales quotas month after month.

• Exceeded monthly metrics over 100%

• Coach and development peers

• Onboard new agents

AT&T POSITION: ERATE CUSTOMER ADVOCATE CONSULTANT 2009-2016

• Project manager for the Federal E-Rate program which supplies discounts to aid schools, consortiums, and libraries in the United States, to obtain discounts on their telecommunications and internet services. Managed over 200 schools and libraries in Texas.

• Collaborated with management to develop process improvements for the federal funded program.

• Crossed trained peers on RECO operations training, help peers with questions or problems for E- Rate processes.

• Created and presented new M&P (Methods & Procedures) for peers on CTF invoicing process to regulatory.

AT&T POSITION: WINBACK AND RETENTION 2007-2008

• Winning customers back from competitors by offering tailor-made packages to meet needs.

• Exceeded monthly metrics over 100% with retention.

• Coach and development peers

• Making sure to import customer service over smoothly without downtime. AT&T POSITION: CONSUMER & BUSINESS SALES ASSOCIATE 2005-2007

• Supplied excellent customer service and cultivated customer goodwill to ensure repeat business.

• Perform selling of products and services offered by AT&T.

• Maintained set-sell core standards Aline with AT&T policy and procedures.

• Met and exceeded Sales quotas month after month.

• Exceeded monthly metrics over 100%

AT&T POSITION: (DSL)BILLING ASSOCIATE 2001-2005

• Supplied excellent customer service by explaining customer billing questions, service questions.

• Perform payment processing, explain bill for accuracy and understanding.

• Maintained records process move request, product, and service changes. AT&T POSITION: COLLECTIONS 1999-2001

• Supplied excellent customer service working with customer to collect on bill.

• Perform payment processing, explain bill for accuracy and understanding.

• Maintained records set payment arrangements, suspensions of service, reconnection of service. Kia L Rakestraw 5289 Hawkseye Trce Phone:313-***-**** Warren, MI 48092 Email: ************@*****.***

Detroit Community Health Connection: Detroit Mi 9/1996 - 7/1999 HRS per week 30 Eligibility Case Manager

Gathering, asking, analyzing, and reviewing documents of evidence to apply for and decide medical and dental patients’ state insurance program eligibility.

• Utilized internal software to input and support delicate client information to process applications promptly.

• Completed comprehensive interviews with clients to gather medical, financial, and other personal evidence to find eligibility for State of Michigan medical benefits, including Medicaid, Healthy Michigan Plan, MI Child, and Healthy Kids.

• Determined if more evidence and documentation were needed to accurately decide eligibility for State of Michigan medical benefits programs.

• Maintained client confidentiality while requesting and analyzing documentation from multiple sources to ease an eligibility decision.

• Produced policy-driven documents being the Michigan Department of Health and Human Services for logically and thoroughly explain the eligibility decision.

• Informed clients of all evidence needed to process their application effectively and promptly for medical insurance, requesting missing documentation as needed.

• Researched case information to resolve client complaints and discrepancies, communicating verbally and in writing with clients about eligibility decisions, and the applicable policies and procedures.

• Interpreted laws, policies, regulations, and procedures related to assistance programs for medical and dental coverage and made recommendations based on the evidence to ensure exact processing of requested programs.

• Demonstrate excellent oral and written communication with internal and external customers.

• Demonstrate excellent judgement, troubleshooting, problem solving, analysis and discretion.

• Demonstrate the ability to handle work-related stress and multiple priorities simultaneously.

• Maintain professional client relationships.

• Support the organization's quality program.

• Perform other related duties as assigned.

H O M E D E P O T : R O S E V I L L E, M I

O F F I C E M A N A G E R / H R ( H U M AN R E S O U R C E S ) A S S I S T ANT 5 / 1 9 9 4 - 9 / 1 9 9 6 H R S P E R W E E K 4 0

• Demonstrate excellent oral and written communication with internal and external clients.

• Demonstrate excellent judgement, troubleshooting, problem solving, analysis and discretion.

• Demonstrate the ability to handle work-related stress and multiple priorities simultaneously.

• Maintain professional client relationships with employees and customer base.

• Support the organization's quality program.

• Conduct inventory ordering for the departments.

• Ensure all personnel office and employee records were store confidentiality.

• Engage in administrative support to bookkeeping and payroll. Calendar meetings and training events throughout each dept working with department heads.

• Posted available position through approved recruitment channels.

• Trained and conducted onboarding orientation for new employees. Supplied learning and development workshops.

• Compiled and composed all data from managers of employee reviews for compensation, bonus and raises annually.

Kia L Rakestraw 5289 Hawkseye Trce Phone:313-***-**** Warren, MI 48092 Email: ************@*****.***

E DUCATION

Ashford University, Clinton IA

Master of Science, Major Organizational management, Minor Healthcare administration Ashford University, Clinton IA

Bachelor of Arts, Major Psychology human behavior

Wayne County Community College, Detroit MI

Associate of Arts, Liberal Arts focus in nursing

ADDITIONAL S K I L L S

• Six Sigma Green Belt Certification

• EDGE Leadership Program contributor – A Manager Mentor Program

• Proficient in excel.

• Proficient in word

• Proficient in Communication verbal and written.

ACTIVITIES

Volunteer/Mentor for Aspire/Junior Achievement

Member of company Employee Resource Groups

Volunteer as team lead for Bring our sons & Daughters to work. Volunteer lead for Rhonda Walker Foundation visit to Company AFFILIATIONS

• Woman of AT&T (WOA) Michigan

• AT&T Aspire (Mentoring Academy)

• Erate Educate Direct Guide Exposure (E.D.G.E) Leadership Program

• Zion Hope Courtesy Committee

• Women of AT&T Finance mentee

Contact this candidate