Customer Service Project Management

Marlene Jean Charles

**** ****** ***** *****, **********, GA 30039

770-***-****-Home

404-***-****-Cell

**********@*******.***

Career Overview:

Results-oriented Account Manager with solid knowledge in client-focused Telecommunications & IT Project Management, Global Infrastructure Design, Implementation, and Escalation Management. Managed customer service teams and coordinated cross-functional teams are connecting processing, logistics, and operations.

Involved in Day-to-Day operations and reviewed customer service goals weekly.

Implemented Business Plan to maintain and measure the success of Customer Service Teams, including department budgets.

Developed training programs for the customer service team and sales associates to be successful in a fast-paced environment.

Created initiatives and accountability metrics to manage the customer service team and meet business objectives.

Properly maintained internal and external levels of inventory for packaging materials.

Worked with IT Consultant to implement computer programs based on Industry requirements and demands.

In the absence of the President, oversaw the complete operations of the organization, including Accounting, Sales, Customer Service, and Operations, to ensure growth and profitability.

Provided support for all teams for any escalated customer issue, focusing on total customer satisfaction.

Skills Project/IT/Services Management Conflict negotiation and resolution Telecommunications Project Management. Multi-task simultaneous escalations Functional knowledge of server & storage systems. Project Management Experience Educated customers on IT Best Practices CEO/CIO/Director level communication skills. Ability to analyze data and generate reports using various analytical tools. Ability to develop and monitor program plans, including time and cost estimates. Ability to identify program problems and obtain solutions. Sound knowledge of generating formal reports issued by the QA/Test group. Extensive knowledge of performing tests and artifacts status reviews to generate analysis reports

Work Experience:

Eastern Airlines: Inflight Director Crew Operations Base in NYC 2021-May 30th, 2023

Provide direction for developing the systems and applications used by the Inflight Crew Planning, Crew Scheduling Audit, Attendance & Leave, and Inflight Automation Teams and their Customer.

Oversee the quality of internal and external Customer Service provided by the Inflight Crew Planning, Crew Scheduling, Develop strategic planning for the Department.

Serve as subject matter expert for Inflight negotiations

Interpret FAA regulations and contractual provisions and ensure that all attendance & Leave follow applicable Laws.

Monitor the performance and accuracy of Inflight Crew Payroll to ensure accuracy and timely compensation for Flight Attendants.

Language line Solution Director of Customer Service November 2018-2021 Atlanta, Ga

Managed outbound/inbound call center with a staff of 100 people, including managers,

supervisors, lead representatives, and customer service representatives.

Established policies and directives to ensure that the customer service sector is in line with

company objectives.

Analyzed two years of data to establish premium call lists to ensure we are reaching the top

donors with fewer attempts.

Worked independently with the customer service budget to increase yield while

reducing cost.

Measured and tracked several KPIs to enhance customer experience and improve

customer retention.

Continually reported to Coo to show staff progress to ensure goals are met.

Created various reports used by directors throughout the company to assess performance,

resulting in increased production across staff.

IT Manager Plumchoice Inc CDW August 2012 to November 2018 Atlanta, GA Remote

My primary responsibility is to manage the technical support relationship between the Customer and CDC.

Accountable for the timely resolution of all support-related issues within the Customer's enterprise environment; my role provides both 'incident' based support and proactive support functions.

Coordinating all CDC technical support engagement with Customers for escalated incidents, ensuring appropriate resources are in place to minimize Customer downtime. Assisted in creating a Project plan using a program Management tool with functional leads. Tracked and managed the distribution of modules & Components.

Provided escalation assistance and will act as the Services liaison to help direct Customers to other CSC resources to address systemic problems or conduct assessments to improve operational efficiency.

Ensured Resolution and Contingency' plans were affected and technical problem resolution was proceeding per process commitments. Coordinated & organized program meetings & published the notes & scheduled.

Generating and maintaining internal and external communication updates throughout the escalation process. Conducted assessments aimed at improving operational efficiency. Championed Best Practices.

UTC ONITY - IT Project Manager/Work Remote Duluth, GA 07/2010–07/2014

Managed the project management, design, development, and test activities of DSO, DS1, DS3 Voice and Data circuits. Tracked and recorded financials between multiple activity codes.

Responsible for all aspects of telecommunications project management, including the definition of client requirements, consultation on data technologies, and leading and directing the activities of vendors and staff.

Coordinated all implementation activities and created and maintained project schedules and plans for a subset of Client sites.

Worked with vendors, contractors, in-house technical staff, and others to plan, design, and implement new applications, modifications, or improvements. Serve as a point of escalation Engineer, providing Level 3 support to end users. Occasionally travel Domestically and internationally, Proactive monitoring of system operation and performance.

Respond to emails, phone calls, and trouble tickets to troubleshoot and ensure high system availability. Document issues,

solutions, and troubleshooting steps required to discover solutions. Development of scripts and SQL Stored Procedures to

automate routine maintenance and troubleshooting activities. Create knowledge base articles describing problems and

solutions. Analyze team performance and provide a manager with weekly and monthly operation reviews.

Proficiency in Microsoft Lync Server 2010/2013, 2016 Skype for Business with experience in managing large

Environments. Assist Customer with Polycom and troubleshooting VoIP, Avaya phone services

Provide to end-user support of Office 365- troubleshooting, uninstall/reinstall-create incident-search for

links; include Microsoft Windows 7/8/9/10 clients. VPN, Citrix, activate phones to the server, and walk

through the steps to synch emails. Use Spectrum, Service Now, Remedy, Tivoli, Service Manager,

monitoring and administrator firewalls, antivirus and disaster recovery software, Power BI, Information Security, and ITIL.

Active Directory, GPO, RODC, DFS, replication. Exchange 2010/2013 Installation, configuration,

troubleshooting, and maintenance Resolve issues related to Windows, network connectivity, and

problems associated with software and hardware errors. Maintain network security by configuring.

Cablevision Systems Corporation: Voice and Data Account Manager Melville, NY 06/98-7/2010

Responsible for all aspects of telecommunications project management, including the definition of client requirements, consultation on data technologies, and leading and directing the activities of vendors and staff.

Responsible for all communications systems on a national basis.

Coordinated all implementation activities and created and maintained project schedules and project plans for a specific subset of Client sites.

Worked with vendors, contractors, in-house technical staff, and others to plan, design, and implement new applications, modifications, or improvements.

Analyzed software, hardware, and network systems for various transmission systems. Ran cables from

existing patch panels to new patch panels to secure the router and switches in the proper location. Design,

maintain, and troubleshoot Network of Access servers to transition from Asynchronous communication to

TCP/IP for the Company Addressable Systems. Managed all switches, routers, and Cisco equipment

Managed all Access Servers. Drafted training materials and organized training sessions for new

employees. Supervised external computer consultants and vendors. Worked with outside vendors and

teams to develop voice and data wiring infrastructure. Responded to all client requests for technical

support by phone, email, and the inter-office chat service. Managed application patches, data backup,

security changes, and network configuration. Tested and troubleshot new versions of OS software.

Manipulated frequently used switch port settings to best fit each Server or Application. Diagnosed

network problems involving hardware, software, power, and communications issues.

Education

University of Phoenix Atlanta, Ga Doctor of Management in Organizational Leadership with a specialization in information system and technology

University of Phoenix Atlanta, GA, Master Information Technology (MIS)

Metropolitan College of New York, Bachelor of Business Administration

Dekalb Technical College Get a Diploma of Dean's Administration for Outstanding Academic Achievement.

Caliber Training Institute, Certificate of Travel Industry and Tourism.

Blue Data International Inc., Certificate of A+PC Technician (Core Hardware)

Empire Careers, Certification of Nurse Technician

International Correspondence Schools, Diploma of Secretariat in Business Core

Multi-lingual (English, Spanish, French, Jamaican Patois, and Haitian Creole)

TECHNICAL SUMMARY

Provide IT configuration compliance oversight and vulnerability management support for all IT systems,

Applications and databases. Strong understanding of cloud architecture and hybrid on-premises/cloud designs. Strong technical skills, including all aspects of the cloud ecosystem.

Development/Engineering background, including at least Eight years of development experience as a software development, quality assurance engineer, or release manager Support Information Security Continuous Monitoring (ISCM), Patch and Vulnerability Management Services. Microsoft Lync Enterprise Voice, Peer-to-Peer audio/video. In-depth experience with Microsoft infrastructure and configuration/installation experience with Microsoft Exchange, Office Communications Server Active Directory. OCS/Lync 2007-2013, Skype for Business, Office 365 integration, and a thorough understanding of issues related to implementing Active Directory and Lync on large, distributed networks. Experience with Windows Server including 2008 R2/2012 R2 Server. Familiar with CRM 2011/ Dynamics 2013/ MS CRM 2013/consultant/data/ CRM 2011/ SQL/ JavaScript/related technologies to support backup/recovery, monitoring, mobile messaging, archiving, Use Spectrum, Service Now, Remedy, Tivoli, Service One, Office 365, MS SharePoint, and HP Service Manager. Knowledge of PBX, SharePoint, Azure, Nortel, Polycom, Cloud IP Phone System, Cisco phone, and Avaya. MS Server OS and Desktop Support, Scada, Networking, Remote HEAT Desktop Server Management Administration, and System Integration. Demonstrate IT Administrative working knowledge in, Networking, Personal Computing Devices. Exchange specific knowledge; Strong technical background, understanding of mail transport fundamentals (POP/IMAP/SMTP), and networking fundamentals. Includes knowledge of DNS, Message Trace Tools, MX and SPF Records, Block Lists, SPAM, Email Filtering, and Virus Protection. Active Directory, GPO, RODC, DFS, replication, and resiliency. Installation, configuration, Microsoft Deployment Toolkit, App-V, Admi Studio, AppSense, SCCM, MaaS360, eMobile troubleshooting and maintenance. Provide Second/Third level support for Enterprise voice technologies and MS Exchange Unified Messaging. Analyze and evaluate telecommunications systems, computer capabilities, processing techniques, IT trouble ticket management, and data communications, including SAP Basic and local/wide/virtual area networks (LAN/WAN/VLAN), VOIP, VPN, Break Fix, Routing, Citgo, Citrix, go to Assist, MDM Form, Blackberries, iPhone and detection systems, network switches. Analyse complex computing and network issues, write technical reports and write security plans and documentation.

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