Customer Service Project Manager

MONICA D. STELLMACHER

P.O. BOX ****, Hartford, CT 06147 860-***-**** *************@*****.***

OBJECTIVE

A management position in a pubic relations/customer service driven environment that will enable me to develop and motivate teams and effectively carry out the current goals and mission of an organization.

PROFESSIONAL SUMMARY

•A highly motivated self-starter with the ability to recommend strategies for improving performance.

•Extensive customer service/administrative experience coupled with excellent organizational skills.

•Strong but sensitive management style; able to manage multiple priorities accurately and efficiently.

•Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook).

EXPERIENCE

AT&T/SBC Communications, Hartford, CT (37.5 hrs wkly)

Associate Project Manager / Service Representative / Billing & Collections 1995 – 2009

Assist project managers in various territories with major installations & implementation of low risk projects; spanning multiple functional areas. Responsible for the verification of current DPUC process and regulations related to payphone services. Defined and explained tariff to communication vendors. Collaborated with SBC/SNET legal department; for adherence to bankruptcy laws and practices. Frequently interact with sales channels, functional groups, marketing, customer care & sales leadership team. Provided support in coordination of events (i.e., employee training/appreciation & new product rollout. Utilized market qualifiers and revenue requirements to make recommendations for service. Handled escalations, annoyance calls, directory errors complaints and claims. Furnished information on-line to customers concerning e-bills, service policies, practices and status of pending work orders. Organized, tracked, charted sales results on monthly basis. Participated in monthly sales campaigns for retention and growth.

United Parcel Service, Hartford, CT (25.0 hrs wkly)

Customer Service Representative 1995 – 1995

Assisted customers with residential and business package delivery services. Handled customer delivery, pickup, scheduling and provided customer resolution. Entered data into system for customer accounts and maintained daily reports of completion.

American Airlines, Hartford, CT (25.5-35.0 hrs wkly)

Customer Service Reservation Representative (Intermittent ) 1985 – 1992

Assisted customers in deciding local and long distance carrier options; during deregulation period. Educated and explained process and options. Answered telephone and e-mail inquiries offering suggestions and information about travel arrangements, routes, schedules, rates and types of accommodations defined to customer. Quoted fares/room rates and placed/confirmed transportation. Handled both inbound and outbound calls from customers. Proficient in SABRE.

EDUCATION

Capella University PhD Higher Education Training and Improvement Specialization May 2012

Master of Science in Management (MSM), Albertus Magnus College, Hartford, CT May 2010

Bachelor of Science in Marketing, Central CT State University, New Britain, CT May 2007

Associate in Science in Manufacturing Engineering, Capital Community College, Hartford, CT May 1995

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