Perceptive Customer Service Project Manager

Tanya M Pittman

**** ******* **** ***** *** MD **207

443-***-**** *************@***.***

JOB OBJECTIVE

Perceptive Customer Service Project Manager who cultivates positive customer relationships through clear and helpful communication. Over 20 years of customer care have honed skills that allow integrity, perseverance through times of change, and continuous dedication to innovation and the implementation of new ideas.

PROFESSIONAL HIGHLIGHTS

Seven (7) years of experience supervising a call center team of up to 5 team members

Stellar customer service background, including several employees of the month awards

Strong leadership and supervisory skills

Ability to successfully manage multiple projects in a fast-paced environment

Public Trust Clearance

PROFESSIONAL EXPERIENCE

Highlight Tech Inc. Cloud Help Desk Specialist Jan 2022- Present

Support Help Desk operations for the National Child Welfare Data

Management System (NCWDMS).

Provide phone, email, web, and other support to users in the areas of e-mail, directories, computer operating systems, and applications.

Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), application issues, and printer problems.

Work with customers to resolve problems/issues.

Follow up with customers to ensure the issue has been resolved.

Supports operation of help desk.

Identifies, researches, and resolves technical problems for end users on a variety of issues.

ACF is an operating division within HHS, and one of its missions is to foster the health and well-being of children, youth, and families, and to enable individuals and communities to be resilient, safe, healthy, and economically secure by providing federal leadership, partnership, and resources for the compassionate and effective delivery of human services. Within ACF, the Children's Bureau (CB) partners with federal, state, tribal, and local agencies to improve the overall health and well-being of our nation’s children and families.

Help Desk Analyst II Team Lead, Jacobs June-2018-2021

As Team lead Handle supervisor calls and oversees escalation queue and serve as the primary liaison and contact person with EPA and Jacobs on mattering pertaining to the Tier 1 Help Desk Call Center. Approximately 1000 tickets are handled per month.

Performing the full range of Team Lead functions, including human capital management, ensuring proper coverage for department so that contractual obligations are met on a consistent basis, certify and approve timesheets, perform employee annual appraisals and evaluations, establishing program goals, planning work to be accomplished, and assigning and adjusting work priorities, etc.

Overseeing and directing updates to the electronic tracking system (Service Now) to ensure that subordinate staff handles all Help Desk ticket assignment and categorization requests made to EPA completely, timely, and in compliance with the statutorily mandated 20 working-day response time.

Ensure training is delivered that proposed processes and systems are in compliance with EPA policies and best practices, organization’s strategic plan, mission, vision and values are communicated to the team and integrated into the team's strategies, goals, objectives, work plans and work products and services

Gather statistical data monthly and provide to Project Manager for implementation, and maintenance of solutions to meet Data Warehouse information systems requirements.

Accounts Receivable Specialist, Rudolph Office Supply Mar-2017-Oct-2017

Receive calls & emails to process credit card payments to customers account.

Process live checks daily to customers’ accounts & process deposit through bank website.

Make collection call to customer to receive promise to pay on their account.

Create new accounts given by the sales team. Update accounts as needed.

Create monthly invoices for customers who order large quantities monthly.

Help Desk Project Manager, BrightKey Inc. Sept-2008-Oct-2015

Responsible for managing a team of five customer service professionals solely dedicated to one large association client, with an annual operating budget of $25 million.

Manage the customer service call center including an average volume of 1,500 in and outbound calls per month.

Manage daily membership, product and subscription order processing, as well as membership retention and renewal mailings, including an average of 3,000 orders per month within an expected and consistent accuracy rate of 99%.

Responsible for inventory fulfillment & shipping, month-end reconciliation, financial reporting, physical inventory, BPA audit and advertising department billing.

Provide onsite, staffing support for the client’s state/regional membership chapter’s annual meetings (by request of the chapters), as well as the client’s annual conference, which hosts more than 20,000 attendees.

Correspond daily with customers, sales staff and clients via email, fax, phone and mail, in addition to participating in scheduled conference calls with client and committees.

Assisted in launching several successful initiatives, including outbound touch-point and renewal customer call program, Attendee recruitment call campaign for client’s annual conference, special group membership categories, and the conversion from TIMSS to Personify database.

Brokered working relationships with large subscription agencies (Ebsco, Swets, etc.) to solve a huge volume of back-issue subscription claims brought to BrightKey by the client.

Worked in tandem with the client’s international customer service and distribution center located in the United Kingdom to service members and customers outside of the US including, Canada and Mexico.

Senior Research Analyst, Costar Group Inc. Oct-2003-Aug-2008

CoStar Group, Inc. is the number one provider of information services to commercial real estate professionals in the U.S. and the United Kingdom.

Effectively maintained a portfolio of active commercial real estate companies, including a high level subscriber base, by communicating and interviewing regularly to ensure that all information in the database remained current and up-to-date, accurately reflecting the listing inventory and recent sale/lease transactions. Additional responsibilities included: market newswire editing, team lead for market reports, mentoring for new and existing team members and special projects.

Customer Service Professional, Ford Motor Credit Nov-2001-Sept2003

Managed customer accounts that had become delinquent by analyzing information and assisting customers with solutions to bring accounts current. Maintained customer accounts and updated appropriate documentation. Provided high-quality customer service

at all times, while maintaining service center objectives above levels set by management.

EDUCATION

Catonsville Community College

Computer Learning Center

Andover High School

CERTIFICATIONS

HDI Support Center Team Lead

TECHNICAL SKILLS

Proficient knowledge of: Microsoft Word, Excel, PowerPoint and Outlook, TIMSS™ Management Software (Version 5.1.1 and higher), and Personify Management Software (Version 7.07 and higher)

REFERENCES

Lori Jordan, Director of Marketing, Water Environment Federation, 703-***-****

Deborah Matthews, Fulfillment Coordinator Manager, RICOH Company, 703-***-****

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