Support Representative Customer Advocate

` Juanita Jane Lightfoot, PMP

571-***-**** ***** Armstead St, Woodbridge, VA 22191 adrqd0@r.postjobfree.com

Customer Advocate/IT Project Management Professional

20+ years’ experience in providing customer support, account management, and project management implementing Leading Edge Solutions for various size Level of Effort contracts.

Core Skills Include:

Relevant work experience

Excellent communication

Ability to work under pressure

Time management

Teamwork and people skills

Conflict resolution

KInitiative and problem-solving abilities

Planning and research skills

Professional Experience

Gig Brand Ambassador Apr 2021 to Present

Omni Interaction Corporation

Work as an independent contractor for Walgreen Client taking calls and responding to customer questions, concerns and issues.

Maintains awareness of customer needs, concerns while demonstrating empathy and building rapport with the client.

Service Center Representative Jan 2021 to Apr 2021

Sedgwick Corporation

Assisted clients with the creation and submission of all claims into claims management system.

Ensured clients were routed to and directed the appropriate business area to address their issues/concerns.

Directed customer calls to the appropriate contact at multiple locations or escalated as necessary

Supported company quality processes

Gig Brand Ambassador June 2020 to December 2020

Omni Interaction Corporation

Work as an independent contractor for FIS Bank Client taking calls and responding to customer questions, concerns and issues.

Maintains awareness of customer needs, concerns while demonstrating empathy and building rapport with the client

Home Based Customer & Technical Services Representative July 2012-January 2020

Working Solutions Corporation, Sykes Corporation, and Convergys (Non-Contiguous and Temporary)

Maintained thorough knowledge of products, pricing, and promotions

Maintained awareness of customer needs, concerns while demonstrating empathy and building rapport with the customer.

Performed troubleshooting, researching and analysis of customer problems with installation, billing, service upgrades and downgrades.

Project Coordination/Procurement/Scheduling May 2009 to July 2012

General Dynamics AIS – Fort Belvoir, VA

Worked independently and as a team member providing the highest level of customer service

Multiplexed consistently in a high profile and highly political customer environment

Conducted project analysis noting risks, making recommendations for changes while providing mitigation strategies for risks

Reduced contract financial penalties by closely monitoring critical project milestones ensuring they were not missed.

Prepared and facilitated the bi-weekly status meetings with the key stakeholders

Proactively identified, tracked, and worked to resolve potential scheduling issues

Identified impacts on dependencies, resources, and other program level issues as project changes were implemented

Prioritized budget line items, determined any risks and developed mitigation strategies for all budget line items

Managed, coordinated and tracked systems maintenance activities to reduce impacts to other local domestic or international program resources

Advisory Project Manager & Customer Advocate June 1976 to June 2007

IBM Federal Sales and Service, Fairfax, VA

Provided on-site and remote Project Management, Customer Advocate and Account Management services & for federal government (classified accounts and their associated remote sites).

Provided justification, quotes, configurations and budget requirements for maintenance of existing products, upgrading, and transitioning of new products and the renewal of services contracts.

Developed/managed the yearly budget funding requests for customer to ensure their budget requests were submitted in timely fashion to their management and reviewed these requests with the COTR, CO and various other stakeholders.

Created new business by maintaining a close relationship with the customer to determine where IBM hardware, software solutions and services would be an excellent fit.

Coordinated the overall ordering, pre-ship setup, shipment and the receiving of all equipment under my contract.

Performed project planning and scheduling initiatives. Monitored, kept customer informed as to status to of anything relating to IBM via weekly, monthly, quarterly, and yearly status reporting. Maintained ongoing reporting on all issues, risks, and action items.

Maintained a high customer satisfaction rating by performing the above activities. This resulted in the customer consistently renewing the multi-year contract on a yearly basis

IBM - Remote Support Representative - Call Center

IBM -

Built rapport with the clients while gaining their trust on a day to day basis dealing with product issues, problems, providing recommendations and resolutions for their IBM operating systems software.

Completed the requirements gathering as an Instructor and Course Development of new classes to train IBM remote support personnel (4 years). Maintained and setup my classrooms

Education - American Intercontinental University - BA in Business Administration and Project Management & AA in Business Administration

Certifications - Project Management Professional (PMI, PMP), since 2003

Affiliations:

Project Management Institute (PMI) Member,

PMI Women in Project Management Special Interest Group,

PMI Washington DC Chapter Member,

PMI, PMBOK, 4th Edition Revision Committee Member

The Standard for Program Management, 2nd Edition Committee Member

Contact this candidate