Customer Service Manager

Summary of Qualifications:

Well-organized and timely project manager with exceptional leadership and coaching abilities. Possess a proven record of exceeding internal and external customer expectations in the core commitments of leading a trained staff, stimulating maximum development, and fostering a professional, cohesive employee culture.

:: Manage Special Projects and Task Forces :: Conflict Resolution with Minimal Impact

:: Stellar Customer Service/Satisfaction :: Leading People through Positive Influence

Passionate professional, with the necessary technical, presentation and communication skills manage people and processes.

:: Great Verbal and Written Communication Skills :: Proficient Computer Skills (Windows and Mac/Apple)

:: Software: Word, Excel, PowerPoint, Project :: Administrative and Executive support to senior leadership

Professional Experience:

American Tower Corporation :: Atlanta, Georgia

June 2010 – June 2020

Project Administrator January 2016 – June 2020

As a subject matter expert and primary resource on our Finance department’s Accounting Team, I have maintained, improved and established lasting protocols to meet our primary objective of properly recording and reporting revenue and expenses.

Lead and/or assign projects to team members based on business needs to best align resources to tasks

Maximized the efficiency of my role (and department) as a cross-functional partner of accounting, labor and processing

Train employees on time entry system(s), time management best practices

Reduce errors and time loss by 30% through effective research/analysis, communication and process improvement

Specialist Timecard Entry June 2010 – January 2016

Maintain Oracle time-entry through scheduled reporting, data analysis, content correction and communication

Present information to leadership based on data in Noetix, OBIEE and Microsoft Access

Verizon Wireless :: Hanover, Maryland

August 2003 – September 2008

Lead Customer Service Coordinator (Transition Division)

Manage projects, people and processes related to and impacted by the company goals for Transition Assistance (employees) and Customer Service (clients). Communicate and implement key competencies; manage varying groups of Transition Assistants, CSRs and New Hires; Coordinate job coaching initiatives utilizing reports, meetings, resource documentation and quality control objectives. (2005 - 2008)

Senior Customer Service Representative (Interim Lead)

In addition to the performance goals of the CSR, ensured the proper coverage of escalated issues, managed special projects and/or initiatives, provided mentoring and guidance to new team members, audited transaction history and monitored employee performance (offering feedback and identifying areas for growth). (2004 - 2005)

Customer Service Representative

Handle a high volume of inbound calls in order to analyze and resolve customer billing, service and equipment needs, still aligning service levels with company standards and revenue expectations. (2003 - 2004)

Education:

University of the District of Columbia (UDC) :: Washington, DC :: January 1996 - December 2000

Coursework pursuant of Bachelor of Arts in Special Education Administration

McKinley Technology High School :: Washington, DC :: 1995

High School Diploma

References and additional Work Experience available upon request.

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