Project Manager Customer Service
Resume:
Angela L. Stone
West Chester, OH 45069
513-***-**** **********@*****.***
PROJECT MANAGER TEAM LEADER RELATIONSHIP BUILDER
Project Manager with extensive experience providing leadership to projects, processes and teams, primarily in telecommunications. Proven track record of planning, coordinating and executing complex projects with optimal efficiency, effectiveness and results. Strengths include leadership, organization, communication, problem solving and relationship building. Known as a responsible and reliable self starter who is dedicated to helping customers, organizations and teams find the best possible solutions and realize collective success.
PROFESSIONAL EXPERIENCE
Lowe’s Home Improvement Jan 2020-present
FRONT END CUSTOMER SERVICE
•Assist customers with purchasing Lowe’s products and services.
•Handle product returns and questions regarding products and services provided by Lowe’s.
•Work customer service desk handling various customer issues including complaints and inquiries regarding orders.
LUXOTTICA Nov 2019 – Aug 2020
client support manager with eyemed
•Support Eyemed’s largest customer Anthem.
•Worked in operations group assisting clients with open enrollment.
•Ran reports for clients and internal management, uploaded data into Excel spreadsheets, pivot tables.
•Created pricing tool for customer service group to facilitate quoting to clients.
•Assisted with all aspects of open enrollment including identifying errors on data files and correcting.
LUXOTTICA Oct 2018 – Dec 2018
short term assignment with eyemed
•Worked in operations group assisting clients with open enrollment.
•Ran reports for clients and internal management, uploaded data into Excel spreadsheets, pivot tables.
•Created pricing tool for customer service group to facilitate quoting to clients.
•Assisted with all aspects of open enrollment including identifying errors on data files and correcting.
CINCINNATI BELL TECHNOLOGY SOLUTIONS 2005 – Jan 2017
Project Manager
•Project Manager for VOIP and Ethernet services.
•Led implementation of all VOIP services, working closely with Sales and Engineering to ensure orders are processed in a timely fashion.
•Assigned and tracked new orders.
•Reviewed billing with customers to ensure accuracy.
•Oversaw project coordination for complex CBAD services.
•Ensured satisfaction of business customers by assuring the proper ordering, contract, installation and billing for Telecommunication services nationwide.
•Maintained trong knowledge of Telecommunication network services, design, provisioning, order entry, contract and pricing systems in support of products and services.
•Acted as first level of technical support for Telecommunications network services and implementation.
•Provided both pre-sales and post-sales conversion support.
•Developed and maintained product and service expertise.
•Documented company processes, with a focus on out of territory, extended territory and eVolve products.
•Played integral role in documentation relating to new installs, moves, adds and changes.
•Involved in new product launches.
•Conducted training databases, as well as Cincinnati Bell systems.
•Supported GE projects including GCOM, RE-IP and Brilliant Factory
CINCINNATI BELL TELEPHONE 2000 - 2005
Senior Sales Representative
•Worked as part of the business sales process account team to meet customer expectations.
•Served as key point of contact with customers on billing, payment arrangements, toll inquiries, requests for new, changed service or after market opportunities and associated rates.
•Oversaw coordination of resources to meet customer requests.
•Generated service orders to activate CBT services, Lucent equipment and generate billing.
•Focused on complex business applications as determined by the sales process account team for selected business customer set (e.g., Strategic, Enterprise, Middle, GBS accounts, DOSS, Vendor Service Center).
•Proactively notified customer when exception to customer request existed.
•Visited customer premises as required.
•Resolved errors/problems that potentially could prevent full customer satisfaction.
•Verified completion of orders and notified customers accordingly.
•Maintained ownership/accountability for accurate and timely completion of customer requests
•Responded to bill inquiries and initiate appropriate corrective action.
•Conducted regularly scheduled outbound customer satisfaction calls.
CINCINNATI BELL TELEPHONE 1997 - 2000
Force Desk Clerk 7
•Prepared and maintained employee records, files, reports and database.
•Performed miscellaneous typing/data entry.
•Ordered and maintained stock of office supplies.
•Operated and maintained various office equipment, e.g., VDTs, fax machine, printers, PC, etc.
•Performed filing, special studies, answering telephones, typing forms, memos and reports, etc.
•Processed high volume of work accurately and rapidly.
•Compiled data necessary for scheduling of phone center employees.
•Instructed new employees on proper procedures relating to schedules, payroll, etc.
EDUCATION & TRAINING
Thomas More College
B.B.A. in Business Administration
ACTIVITIES & INTERESTS
Currently training for a half marathon.
Youth basketball coach and soccer referee youth soccer
Tutor for at-risk youth in Cincinnati Public Schools.
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