Project Manager Call Center

Victor L. Berry

*** **** *****, *********, ******* 30016. 404-***-**** *************@*****.***

Objective

Seeking professional employment as a project manager, business analyst, change agent, and a provider of resolutions. Work with teams and management and align goals, process improvement, and incorporate quality.

Education

BA (Bachelor of Arts) with a triple major from the School of Arts and Sciences at Indiana University, Bloomington, IN.

Graduate Certificate from Mercer University, Atlanta, Georgia in Management and Technical Communication.

Candidate for the master's in Learning Design and Instructional Technology, Western Governors University, Salt Lake City, Utah.

Employment skills.

State of Georgia Department of Drivers Services – Information Referral Specialist. Received inbound calls from the public statewide to address issues regarding, license renewal, license suspension, state law enforcement, CDL license, state ID. (current)

Delta Airlines/Worldspan- Customer Support Manager/Acting International Director. Kansas City, Missouri

Managed at 24/7 inbound call center that received calls from airline technicians internationally and domestic to resolved functionality and software issues. Reporting to the international director France, London, and Tel Aviv. Developed a gap analysis report - project manager for Germany and United States sales department. Job included strong problem-solving skills, customer service and interpersonal skills, attention detail, worked closely with other department Managers to assess the growth needs and maintenance of the airline network. Purchased supplies to enhance the visibility of the call center.

Sprint PCS Charlotte North Carolina- Supervisor of twenty inbound call center representatives that answered calls regarding technical support for cellular equipment, billing, cell tower trouble shooting, customer retention and up sale of wireless products. Communicated with other departments and management to resolve and expedite work. Interpreted and communicated procedures and Sprint policies to staff. Resolved complaints and answer questions of customers regarding services and procedures. Made recommendation to management concerning staff improvement of procedures. Trained employees.

Verizon Wireless Atlanta Georgia - Credit Analyst, sales, and customer service in approving cellular equipment, and retention of customer service. Ensured that applications comply with Verizon criteria, determined creditworthiness of applicants, used Dunn and Bradstreet to retrieve credit applications, determined financial risk for potential customers, assisted in the functioning of inbound and outbound call center, assisted in the Verizon stores with face-to-face customers to upgrade equipment, programing of cellular equipment and RTR (one time resolution).

Other Fortune 500 companies I was employed with: Sprint Long Distance, MCI Long Distance, Northwest Airlines.

Languages studied: Latin, Arabic, French

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