Customer Service Project Management
Resume:
PROFESSIONAL SUMMARY
I am a highly motivated, dedicated, and experienced
professional with 22+ years of work history. I possess exceptional communication, organizational, customer service, and interpersonal abilities. Additionally, I have strong time management, analytical, and problem-solving skills, as well as a proven track record of leadership, project management, training, career development, and documentation skills. I am a team player, flexible, and passionate about supporting others. WORK HISTORY
Career Transition Readiness Instructor, 01/2024 - 06/2024 St. Louis Job Corps (MTC), St. Louis, MO
Counselor, 10/2023 - 01/2024
St. Louis Job Corps (MTC), St. Louis, MO
Lead Lobby Attendant, 09/2023 - 10/2023
Blackwell Professional Support Services, St. Louis, MO. Saint Charles, MO 63303
***.*.*******@*****.***
SKILLS
SOFT SKILLS
HARD SKILLS
LIZABETH
TRIMBLE
Instructed students on how to build a professional resume and effective job search strategies.
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Provided each student with interviewing skills and performed mock interviews.
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• Instructed students on life management strategies.
• Advised students on money management.
Supported and guided students through challenging
situations, provided emotional and mental support and facilitated personal growth.
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Conducted assessments and evaluations to determine student needs.
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Participated in team meetings and case conferences to discuss student progress and support strategies.
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I worked with the Blackwell Operations Department and the Property Manager to oversee a team of Lobby Attendants at the Orion luxury apartment complex.
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I conducted daily inspections of the physical property and provided high-quality customer service to residents.
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Quality Assurance
management
•
Communication/Interpersonal
skills
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• Problem solving abilities
• Customer support
• Conflict management
• Team management
• Adaptability
• Time management
• Organizational skills
• Detail oriented
• Empathy and compassion
• Diversity awareness
• Order Fulfillment
• Project management
• Performance management
• Workflow Management
• Process improvement
• Feedback and assessment
Training program development
and delivery
•
• Career development
• Curriculum development
• Resume writing
• Interview preparation
• Money management
Microsoft Office suite, Outlook,
Zoom
•
Case management /
Assessments
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Planned Career break, 08/2019 - 09/2023
Self, St. Louis, MO
Customer Site Operations Support, 06/2010 - 08/2019 RMS Computer Corporation, St. Louis, MO
Service Delivery Manager, 09/2008 - 11/2009
IBM, St. Louis, MO
Project Manager, 01/1999 - 01/2004
IBM, St. Louis, MO
I served as the first point of contact for employee questions, concerns, and scheduling needs, and helped resolve them.
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I trained new employees through hands-on tutorials and job shadowing,
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• I managed deliveries to the property.
Provided compassionate, emotional caregiving support to an aging family member.
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• Took time off for personal self-care.
I collaborated with Boeing customers to determine their individual IT hardware and software requirements and processed orders to fulfill those requirements.
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I served as the team lead over the Customer Site Operations Support team.
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I developed, implemented, and managed a Quality Assurance program.
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I conducted Quality Assurance reviews of individual team members performance to identify discrepancies and training needs.
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I developed and trained team members on order processing procedures (workflows/checklists) resulting in improved customer service and order fulfillment consistency.
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• I conducted interviews as part of my responsibilities. I was responsible for managing the Virtual Server Services
(VSS) program for the American Express account. I worked closely with the delivery team to ensure that server provisioning cycle times were met, which led to the timely delivery of virtual servers to American Express customers.
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I documented and implemented VSS provisioning workflows, monitored and tracked over 100 virtual server requests, and provided status updates to management.
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I identified and resolved issues with IBM delivery teams, resulting in improved virtual server provisioning.
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I conducted training sessions for project managers on Virtual Server Services provisioning processes and policies.
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I assisted in the management of the Worlwide Application Deployment Consistency project.
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Customer Service Project Analyst, 01/1996 - 11/1998 McLeod USA, St. Louis, MO
Customer Support Supervisor, 01/1994 - 01/1996
Consolidated Communications, St. Louis, MO
Customer Support Specialist, 01/1993 - 01/1994
Consolidated Communications, St. Louis, MO
Teleconferencing Coordinator, 01/1991 - 01/1993
First Data Corporation, St. Louis, MO
I assisted in the management of the Secure Inbound Network Environment (SINE) project.
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I established an Order Management department responsible for handling local and long-distance orders for Missouri customers.
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I created and documented process and procedure workflows for the Order Management department, leading to improved order accuracy, consistency, and reduced processing time.
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I provided training to the Order Management team and the customer service department on the new ordering processes.
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I worked with internal departments to consolidate all existing customer accounts from multiple billing systems to a single billing system, resulting in improved billing efficiency.
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I contributed to the development of an Employee
Development training program for the customer service department and conducted training for the customer service team on the program.
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I applied strong leadership and problem-solving skills to maintain efficiency for the customer support call center.
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I handled customer complaints, adjusted policies, and participated in the hiring process.
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I developed reference manuals, trained customer support agents, and monitored their performance to improve productivity.
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I maintained call center scheduling activities and assisted in the implementation of an automated data collection system.
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I responded to customer calls and emails to answer questions about products and services.
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I multitasked to handle diverse customer needs in a high- volume call center setting, prioritizing tasks to meet challenging deadlines.
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I assisted customers with scheduling teleconferences, addressed billing inquiries and resolved issues.
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• I coordinated and monitored teleconference calls.
• I developed a reference manual and trained employees. EDUCATION
Bachelor's degree, Psychology
Saint Louis University - St. Louis, MO
CERTIFICATIONS
October 2023
PROFESSIONAL REFERENCES
Available upon request
• Equal Opportunity
• Diversity awareness
• Bullying Prevention
• Suicide Prevention
• Violence Prevention
Contact this candidate