Customer Service Social Media

BRANDY KING

253-***-**** ***********@*****.***

OBJECTIVE

Highly motivated and results driven, seeking a position where I can expand on the skills gained in previous jobs. Recognized for professionalism, commitment to excellence, and demonstrated ability to communicate and work with senior management, associates, and customers. Excellent interpersonal skills, able to collaborate effectively with co-workers at all levels. Self-motivated and can work independently or in a team. Skilled in managing project plans and deliverables, communications, documentation and metrics.

AREAS OF EXPERTISE

●EXCELLENT STRATEGIST – Provide solutions that boost productivity and efficiency across the organization. Quickly identify problem areas and implement effective solutions to meet goals. Attentive listener who builds rapport quickly who is able to see multiple perspectives.

●EXCEPTIONAL ORGANIZATION SKILLS – Consistently recognized by colleagues for exceptional talents in analysis and problem resolution in fast paced environments. Task master.

●STRONG SENSE OF RESPONSIBILITY – Solid professional standards, excellent track record of dependability. Maintain focus on achieving results while implementing business solutions to meet a diversity of needs.

●ADMINISTRATION AND MANAGEMENT – Knowledgeable of business management principles involved in strategic planning, resource allocation, leadership and coordination of people and resources.

●COMPUTER SKILLS – Knowledgeable of computer programs to include Microsoft Applications (Word, Excel, PowerPoint, Access, Project, Outlook, Skype, QuickBooks etc.), SharePoint, Various Account Management Systems, Windows, Social Media, Data Visualization, ClearQuest, Azure DevOps Server (formerly Team Foundation Server (TFS), Service Titan, DocuSign

PROFESSIONAL EXPERIENCE

November 2022- October 2023

Allred Heating, Cooling & Electric – Auburn, WA

Customer Service Manager

Monitor customer delivery schedules to ensure compliance with established timelines

Provide guidance to customer service representatives and dispatchers to ensure the qualified service technician is assigned to service requests

Developed policies and procedures and supporting documentation and training to improve the accuracy of invoicing, collecting payment, booking appointments and customer satisfaction

Conferred with customers and supervising personnel in order to address questions, problems and requests for service.

Generate and send invoices to customers. Process customer payments and apply them to customer accounts. Reconcile customer account to ensure accuracy. Follow up with customers regarding overdue payments.

Respond to and resolve ALL customer complaints for all departments

Manage customer service staff, communicates job expectations and performed appraisals and job reviews.

Forecasted service financial objectives, prepared budgets and schedule expenditures

Implemented new processes and procedures to improve customer service standards

June 2021- June 2022

Dataweave Inc. (Career Paths NW)

Business Manager

Oversee marketing, sales and finance departments (US & India)

Develop plans for increasing growth and productivity and design processes for daily operations

Oversee the rhythm of business and ensure smooth and orderly processes

Effectively manage the relationship between budget and resources, leading to profitable outcomes.

Provided optimal assistance to the CFO and CEO while spearheading important tasks.

Coordinated client visits and key account calls.

Streamlined business operations, and enhanced productivity and efficiency, saving $2M+ annually in product development initiatives

Drafted, reviewed, and negotiated agreements, including Master Service Agreements, Statement of Work, Consulting Agreements, escalating to others as needed

Operated and supported existing contracts policies and processes, resulting in a 10% increase in efficiency

Generate and send invoices to customers. Process customer payments and apply them to customer accounts. Reconcile customer account to ensure accuracy. Follow up with customers regarding overdue payments.

November 2000- June 2021

The Boeing Company – Seattle, WA

Systems & Data Analysts/Access Administrator/Functional Analysts/ Executive Assistant/ Staff Analysts

●Proactively establishes and cultivates value-added business relationships across the Enterprise all levels of management

●Gathers performance metrics and recommends/implements multiple process adjustments tailored to address root cause versus symptoms of evolving landscape of information security challenges that impact the organizations ability to deliver quality products/ services to customers.

●Develop and deploy education and training artifacts intended to address topics of interests to executive/ senior manager leadership and system administrators.

●Enable improved collaboration of key critical stakeholders across the Enterprise.

●Proactively reduce risk to The Boeing Company and reduce risk of non-compliance.

●Coached all levels and skill set across the Enterprise on technical process and procedures.

●Develops and executes moderately complex tests to validate system functionality against specifications.

●Provide consultative services with expert guidance and oversight in a variety of IT Compliance areas to help implement and maintain standards and best practices in the creation and updates for disaster recovery plans, disaster preparedness planning, access control policies, risk assessments and access validations.

●Ensure application compliance in the adherence of Information Technology Policies and Procedures. (Examples: Delegation of Authority to Authorize Business Transactions and Agreements, Advancing the Boeing Vision, Information Protection, Business Continuity, Developing and Sustaining Information Technology Applications, CSSM- Computing Security Standards Manual, IPSM- Information Protection Standards Manual)

●Audit current access and ensure everyone is authorized and vetted.

●Process incoming access requests via multiple access requests processes for several applications and the associated set up of end user accounts verifying the requests are compliant with the business rules and computing security.

●SOX Control Performer

●Put together knowledge transfer plans and execute with quick turn around

●Process the onboarding for Off Shore Purchase Services and all associated needed accounts to support statement of work, invoicing and contract management including budget.

●Create change requests and problem reports based on testing results for software applications, delivery systems and processes.

●Identifies trends and potential problem sources (by reviewing incident and problem analysis)

●Establishing IT Asset Management best practices, expectations, artifacts and progress-tracking metrics that enable the team to deliver high quality and affordable services and support to the business partners.

●Balances fast time to market (client delivery) with proper Governance, Compliance, and Audit mandate

EDUCATION

●Master Certificate in Project Management from George Washington University

●Bachelors in Business Administration from University of Phoenix

●Working towards Computer System Administration Degree (3/4 completed) from Green River Community College (Classes needed to complete are currently not offered)

●AA Degree in Education from Green River Community College

●High School Diploma from Decatur High School

REFERENCES

Upon Request

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