Customer Service Project Manager

KATIE A. MUI

*** ****** ****** . ********* #*** . Los Angeles, CA 90005

323-***-**** * *****.*.***@*****.***

OBJECTIVE: To relocate to the Vancouver, WA area and obtain a career that will allow me to grow within a company that will benefit from the skill set, talent, dedication and work ethic I will bring.

EXPERIENCE

2009 – 2011 CYBERDEFENDER LOS ANGELES, CA

Work Flow Coordinator

• Create daily productivity and service tracking reports

• Create service tickets for business and residential customers

• Prioritize workload and distribute to technical support staff

• Route special handling requests to appropriate staff members and track escalated cases through to resolution

• Provide customer service and perform remote support t troubleshooting for IT department

2009 – 2011 VXI GLOBAL SOLUTIONS LOS ANGELES, CA

Directv Retention / Movers Program Specialist

• Solve customer issues in retention pilot program designed to provide all authority necessary to resolve any customer issue that was number one in the nation for Directv.

• Retention training included: technical troubleshooting, billing, customer service, account management, conflict resolution and multiple computer programs

2009 FULTON CITY SCHOOL DISTRICT FULTON, NY

• Substitute Teacher for various subjects K-12

2009 GIIV.COM n LOS ANGELES, CA

• Consultant for start-up company providing market research analysis

• Collected various requested data and created spreadsheets and reports

2009 PENGUIN WINDOWS VANCOUVER, WA

Design Consultant/sales executive

• Designed style configurations and installation procedures for window replacements for a product that is in the top 1% of the most energy efficient windows on the market

• Calculated payback periods based on reduced energy costs and increased property value

2004-2009 MUI ENTERPRISES U.S. & EUROPE

Various consulting & volunteer work. Highlights include:

• Dalin, Fernandez & Fritz Dental Lab: customer service, assessed and assigned manufacturing procedures and processes

• Lean Forward Media, LLC: Provided input into various aspects of animated interactive movie launch. CHOOSE YOUR OWN ADVENTUREtm, starring voice talents of William H. Macy, Felicity Huffman, and Frankie Muniz

• Volunteer activities included: working with abused women and children, planting trees in landslide risk areas, and working in food bank for homeless in Dublin, Ireland

2003-2004 PINNACLE MANAGEMENT BEAVERTON, OR

Site Manager

• Managed 100 unit full service apartment property, internal team, and vendors

• Raised occupancy from 86 to 97 percent with new sales program and enhanced resident retention

• Met with and qualified prospective renters, assembled lease agreements, authored addendums

• Created financial reports, performed accounting, and tracked and collected delinquent accounts

2000-2002 VERIZON MARLBORO, MA

Specialist: Project Manager/Engineer/Tandem Planner

• Responsible for planning growth, monitoring utilization, verifying inventory, and providing engineering functions for DMS100 tandem switches with 2.5 million customer call capacity each

• Led infrastructure improvement and capital recapture projects; discovered over $80 M in equipment

• Proposed, wrote, and maintained $50 M+ in budgets

• Engineered VMS (Voice Mail Services) equipment for Eastern Massachusetts

• Designed and project managed New England’s new ACD (Automated Call Distribution) system; project included the installation of over 20 new switches

1997-1999 CENTER FOR ACADEMIC ACHIEVEMENT SYRACUSE, NY

Tutor/Office Assistant

• Tutored students in advanced Calculus, Physics, and Writing coursework

• Maintained Center databases

EDUCATION

1995-1999 SYRACUSE UNIVERSITY: COLLEGE OF ENGINEERING SYRACUSE, NY

Bachelor of Science in Mechanical Engineering: Chancellor’s Scholar, Honors Program, Dean’s List

• Led the design, analysis, testing, and manufacture of a Mars Rover

• Member of extracurricular team that designed and manufactured an all-terrain vehicle

• Spent year abroad at City University, London. Class representative to Academic Board

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