Program Manager Customer Service
Resume:
YOLONDA NEWSOME
PROGRAM MANAGER
Grandview, MO 64030
*******.*.*******@*****.***
OBJECTIVE
To fully utilize my varied experience as a Software Engineer, Customer Service Specialist, Client Services Administrator, Lead Desktop Engineer, and Program Manager in concert with my level of education in a role that would champion individual growth and provide opportunity for advancement. EDUCATION — EXPERIENCE
Keller Graduate School of
Management – MBA
Master of Business
Administration
DeVry University – BS
Bachelor of Science Computer
Information Systems
Notary Public
Commissioned March 2021 to
February 2025
State of MO
PMP/PMI Agile Certification
In Progress
K E Y S K I L L S —
Software Design, Coding,
Testing, Maintenance, COBOL,
AS - 400, JCL, SQL, IVR, CRM,
MicroStrategy Reporting, Tech
Support, Call Processing,
Scheduling, Asset Management,
SCCM, Active Directory, Service
Now, Exchange Server, Remote
Desktop, SQL Server, Windows
PowerShell, Data Migration,
VPN, Customer/Client Service,
Computer/Printer Deployment,
MS Windows 10, Office 365.
Google: Docs, Sheets, Forms,
and Slides
January 2022 to July 2023
Program Manager • IT Service Delivery • WWTS - 40hrs weekly.
● Ensured compliance with active contracts between WWTS and clients.
● Oversaw establishment of procedures/customer service polices.
● Developed client relationships and increased revenue 20%.
● Managed Workflow Coordinator, Team Leads, and Technicians.
● Anticipated client needs and expectations.
● Provided/tracked deliverables based on contract, statement of work and solution designs.
● Met/Exceeded Service Level Agreements, Key Performance Indicators, and internal goals.
● Mediated formal customer complaints from root cause to quick resolution.
● Owned daily operations of several Accounts with multiple locations across the US, Canada, Puerto Rico, and Mexico.
● Prepared Financial documents in Excel: Budgeting, Accruals, and Forecasting.
● Increased revenue by 10% through special projects.
● Maximized project timelines and budget based on key project milestones.
● Implemented process improvement and optimization recommendations to improve program objectives.
● Prepared/presented reports for upper client management.
● Utilized system applications to update/monitor customer activity. Provided weekly status of Accounts to clients and upper management.
● Recruited/interviewed/hired new staff.
July 2020 to December 2021
Team Lead • Desktop Engineering - Deployment • WWTS (Hallmark)
- 40hrs weekly.
● Managed 60+ techs attendance and work activities.
● Coached up to 12 techs and escalated conflict with appropriate management to resolve customer/employee/security issues.
● Made recommendations to improve program objectives and security practices.
● Facilitated daily processes to improve customer service.
● Addressed customer complaints from root cause to resolution.
● Collaborated with vendor partners to address hardware repairs.
● Lead Technology Refresh projects.
● Utilized customer ticketing system to create/
assign/update/monitor work activities of myself and team.
● Organized/maintained various Excel Spreadsheets.
● Attended daily and weekly meetings with customers and clients.
● Provided back up support to team members in their absence. March 2019 to July 2020
Desktop Engineer • Desktop Engineering - Deployment • NSCGLOBAL (Hallmark) - 40hrs weekly.
● 200+ Laptop/Desktop Refreshes and Deployments to date.
● Admin/Scheduling up to 6 customers daily.
● Created/Maintained 200+ Tickets daily.
● Imaged, loaded/configured software, data migration, mapped shared drives, setup printers, conducted walkthroughs, tested VPN on 200+ machines,
● Troubleshot problems on 25 computers weekly.
● Organized/Maintained 2 Excel Spreadsheets weekly
● Ran Security Policy updates several times daily.
● Asset Management - researched/modified status, ownership, location, etc. several times daily.
● Wiped and Inventoried 10+ old laptops /desktops/tablets weekly, in compliance with security protocols.
● Trained 10+ new techs upon arrival.
December 2017 to Present (Short -Term Assignments) Computer Technician • Field Support • PEAK Systems - 4hrs. per day per project as assigned.
● Completed Hardware Refresh Project (100+ PC’s, Monitors, Laptops) over 2 nights.
● Completed 10+ HP Printer Install (staging and configuration) projects.
August 2015 to November 2016 (Seasonal: August – November) Executive Secretary • Client Services • ALLSOURCEPPS (MetLife) - 40hrs weekly (August-November)
● Created/Updated Customer File Folders via Enterprise Connect daily.
● Added/Updated Plan Designs, Agendas, and other Print Materials in Customer File weekly for 3-5 Enrollment Reps weekly.
● Scheduled Strategy Call Meetings and maintained appointments for 3-5 Enrollment Reps via Outlook Calendar.
● Audited/Scrubbed data in Customer Management Workbooks.
● Maintained 3 Excel Customer Reports daily.
● Updated Customer Files in OEMS periodically.
● E-mailed up to 50+ Benefit Counselors for Strategy Calls. November 1994 to November 2001 - Software Engineer III • Telecommunications • SPRINT Corporation - 40hrs weekly.
● Designed, coded, tested, and maintained COBOL and JCL code used in 3+ IVR applications that facilitated audio text, automated attendant, fax-on-demand, voice messaging and conferencing interactive voice response, and inbound/outbound call processing.
● Organized, automated and synchronized sales, marketing, customer service, and technical support with regard to the management of Sprint’s current and future customer interactions utilizing a CRM system.
● Designed and maintained 5+ custom reports for marketing purposes, utilizing the Micro Strategy Enterprise Software Platform.
● 48hour On-call rotation for Technical Support monthly.
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