CHRISTINE M JACOBSON

linkedin.com/in/christine-m-jacobson adeetu@r.postjobfree.com 678-***-****

DIPLOMATIC CLIENT ACCOUNT SERVICE LEADER

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Diplomatic Client and Account Service Leader, a project manager who drives team-based customer service excellence ensuring government service contract clients high-quality and efficient services. Key federal account resource SME for systems, processes, order entry, and procedures. A detailed problem analyst who clearly identifies and resolves critical customer service issues using root cause analysis to alleviate issues of high visibility. Train, coach, and mentor team members to best serve clients with federal contracts.

Six Sigma

Trainer Coach Mentor

Customer Service

Federal Contract Expert

Diplomatic Issue Resolution

Process Improvement

Workflow Management

Project Tracking Reporting

EMPLOYMENT

NY DOL- EXPERIS New York, NY April 2020 to Present

Covid-19 Claims Agent, Department of Labor – contract/virtual

Level 2 support of unemployment claims. Promoted after 2 months.

Verizon VCC call center inbound and outbound routing.

Unemployment application completion and payment processing.

Update files through mainframe systems, rectify mistakes.

Level 2 support of complex claims such as Federal employees, billing and payment corrections, wage combination for multiple states and other difficult situations.

Level 1 escalations to resolve issues and SME for consultations.

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VERIZON BUSINESS, Alpharetta GA July 2005 to March 2020

Project Manager, Federal Sales Support

Supported installation, billing and order packaging to GSA for government contracts – NETWORX Universal and Enterprise. Federal help desk support for the Networx contract. Cross-functional interfacing.

Awarded for going above and beyond supporting FEMA TSP’s in 2017 and supporting government needs in 2019.

Resolved ordering issues for government contracts with implementation teams, reviewed testing data, and collaborated with cross-functional teams ensuring results met requirements.

Supported Ethernet Transformation Project contracts assisting Order Managers requests for MOD’s ensuring orders are submitted within SLA.

Developed and facilitated internal team training increasing productivity and cooperation within cross- functional teams- PMO, sales, marketing, order entry, IT and production support.

Resolved weekly GSA escalations and disputes for Networx, meeting monthly contractual SLA, IT and BQA monthly resolving billing errors.

Subject Matter Expert for federal accounts- systems, processes, order entry, and procedures.

Assisted OM's through order lifecycle supporting field resources and cross-functional teams through ordering obstacles. Cross-referenced Quality Center data for inclusion in reporting using SQL.

Willingness to learn, adapt and lead change. Comfortable working in dynamic and evolving markets.

FINANCIAL ANALYST

SIB Bonus Administrator ensuring adherence to contractual payout parameters for commissions. Worked with Networx contracts determining bonus for sales and delivering reporting to VP.

Reviewed and audited monthly reporting for commission issue resolution ensuring systems were updated accordingly.

CHRISTINE M JACOBSON 678-***-**** Page Two

Calculated monthly and payout adjustments.

USER ACCEPTANCE TESTER-CONTRACTOR

UAT acceptance testing for Networx Contract.

Wrote test cases, analyzed data, validated code changes, opened and tracked trouble tickets in QC, issue resolution.

Major contributor to system upgrades, changes and team performance.

Developed exceptional working relationships with partner organizations resolving complex customer and contract escalations through effective collaboration.

PROJECT MANAGER

Managed multiple VoIP implementation projects ensuring contractual accuracy and customer satisfaction.

Conducted weekly and daily team meetings, created meeting minutes, created and authored project plans and documentation. Established goals, managed expectations, developed timetables, delivered VP reporting, coordinated with client, WBS and quality insurance.

Resolved contractual issues assuring compliance with FCC regulations through legal.

Ensured exceptional customer service experiences including performance metrics to all stakeholders.

Coordinated international, external and internal vendor coordination.

Developed working relationships with partner organizations ensuring effective collaboration when resolving complex customer and contract exceptional escalations.

Trained sales, customer service employees, and clients enhancing staff development.

Focused on onboarding, adoption, expansion, and renewal.

ADDITIONAL RELEVANT EXPERIENCE

QWEST, Alpharetta GA

ENGINEERING PROJECT MANAGER

Managed migration of key accounts to and from Quest and Bellsouth after divestiture meeting confidentiality and ethics requirements. Focused on project management.

TECHNICAL PROJECT IMPLEMENTATION MANAGER- NATIONAL ACCOUNTS

Managed implementation and maintenance of dedicated and switched services for large national and international customers. Focused on onboarding, adoption, expansion, and renewal.

EDUCATION

Bachelor of Arts, Southern Illinois University, Carbondale, IL

CERTIFICATIONS

Six Sigma

SECURITY CLEARANCE

GSA Security Clearance 2019

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