Customer Service Project Manager
Resume:
TERRANCE EASLEY
Houston, TX 77064
H: 281-***-**** M: 832-***-**** E-Mail: **************@*****.***
SUMMARY OF QUALIFICATIONS:
Accomplished multifunctional professional with extensive experience in logistics, accounting and customer service known for meeting demands on highly complex projects. Strong communicator with keen attention to detail, independent self-starter and team player with a strong ability to effectively multi-task in a fast-paced environment. Select strengths encompass:
Ability to meet accreditation deadlines while handling complex confidential material and documentation
Maximum accuracy and efficiency in analysis and administrative functions
Manage and train personnel while ensuring health and safety awareness
Exceptional vendor relationship management skills
Effectively manage escalated billing and customer service issues
SKILLS:
Software Knowledge: Microsoft Office Suite, SAP, Maximo, Steam, Oracle, Skip Trace, Bankcard Services, TOPS, TCII AIMS
LICENSES:
Transportation Worker Identification Credential
PROFESSIONAL EXPERIENCE:
KBR, Inc. February 2008-Current
Baghdad, Iraq
APO, AE. 09312
MCT Logistics Coordinator
Coordinates logistics movement, responsible for BOL, RFQs, Customs & Clearance Declarations, while ensuring efficient and cost effect method for inbound and outbound shipments to site
Responsible for record keeping and maintaining proper documentation of shipments
Troubleshoot problem areas in logistics and coordinate resolutions and recommend solutions to management
o Accountable for expediting priority shipments
Manage customers and vendors to ensure desired logistics objectives, priorities & schedules are met and communicated to management
o Responsible for staging incoming convoys to ensure on time delivery
Analyze work processes and develop metrics for improvements of shipments
o Streamlined inbound process of 300-500 convoys which were staged daily
Coordinate with environmental, safety and other shared services functional areas as appropriate in regard to logistical functions performed under contract
MHE Administrator
Responsible for lead project manager on all superintendent and foreman projects for the MHE department
Ensured department remained compliant with all health, safety and hazard rules
o Maintained ongoing training and made sure all personnel was compliant with HSE regulations
Responsible for running and maintaining the Sitrep and Status Report
Maintained accurate knowledge of the Personnel Roster and Payroll
o Responsible for Personnel Changes, PTO and Vacation tracking
o Made sure all travel itineraries were completed and done accurately
Responsible for personnel planning and staging to ensure proper staff was on hand
Prepared and responsible for managing SAR report and any designated changes that needed to be made
Responsible for maintaining and keeping the Inventory and Property Report
Created and ran the TSTI Report for the department
Assisted with daily administrative duties as assigned and needed for the department
Ikon Office Solutions June 2005-February 2008
810 Gears Road
Houston, TX 77067
Contract Admin. Sr. Associate CCC Customer Billing
Responsible for accurate and timely customer billing utilizing knowledge of company products, processes, and internal resources
Provided high level of customer service to internal and external customer with customer billing issues and request through IOCS dispute billing process
Reconciled vendor credits and contracts with billing
Created additional reporting/spreadsheets as requested by customers and supervisors
Assisted with Quality Assurance audits, SOX testing and compliance, suggest process improvements and control changes
Reported unbilled contracts information to Supervisors on monthly basis
Responsible for updating, distributing, and communicating process documentation
Corrected incorrect meter/base billing as identified by CPC Analyst
Provided presentations and attend operations reviews as directed
Assisted in training Associate CCC Customer Billing
First Data Corporations September 2000-April 2005
5251 Westheimer
Houston, TX 77056
Sr. Rep. Wal-Mart ECA
Monitored performance & productivity of all Wal-Mart locations, to assure reconciliation of all funds of electronic transactions made daily.
Acted as liaison between consumers and stores for daily transactions on warranty accounts (unpaid checks) in a call center environment utilizing telephone dialing system and computerized system to track customers
Applied technical and business process expertise via collections, analysis and documentation of client business processes and requirements
Merchant Sales Lead
Responsible for the closing and setting appointments in support of our field selling efforts
Closed prospects would be distributed to the appropriate Regional Sales Rep. for face to face appointments
Full administrative support for the Regional Sales in the Merchant Services department
Floor Supervisor Inbound Call Center
One of Fifteen Floor Supervisors-answered escalated inbound customer service calls channeled from customer services representatives
Serviced customers on questions concerning their accounts on credit related inquiries utilizing multiple systems
Authorized daily check processes with the merchant daily transactions
EDUCATION: New Mexico Military Institute
AA Degree, Business
REFERENCES: Available upon Request
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