Project Manager Customer

OBJECTIVE

To interface with customers, work and excel in a highly technical help desk and/or information systems and computer science oriented environment. Below you will find a comprehensive summary of my qualifications and professional work experience.

SUMMARY OF QUALIFICATIONS

• (12) Years in the Telecommunications Industry - (4) of which were invested in serving in a fast paced Call Center Environment.

• Problem solver – with the proven ability to quickly gather, extract and analyze data to make factual leadership decisions.

• Motivated and energetic team player/builder, competent and effective in high-stressed, fast –paced, deadline-oriented environments with emerging and multiple responsibilities.

• Leadership, analytical, communication, motivational, interpersonal skills. Thrive in both independent and collaborative work environments, which demonstrate my ability to work individually or within a team with a variety of individuals performing many different functions with varying degrees to accomplish the objective.

• Proven ability of increasing revenues, streamlining workflow, and creating a team environment to increase productivity, which demonstrates my ability to interact with all levels of personnel both internal and external.

PROFESSIONAL EXPERIENCE

McGraw-Hill - Burr Ridge, IL August 2011 - December 2011 Help Desk Specialist

• Primary responsibilities include providing technical assistance to instructors with our online products.

• Answering phones and responding to customer issues.

• Responded to trouble tickets via telephone, and through email correspondence.

• Troubleshooting computer problems - (i.e. - assisting end users with clearing cache files for various browsers, installing various plug-ins to support usage of web based app known as CONNECT, insured compatibility of OS such as Windows XP, Vista, 7 or OS-Leopard OS-Lion ensuring that end users for both MAC or PC met the system requirements for certain products, etc.)

• Providing customers with product and service information.

• Transferring customer calls to appropriate staff when necessary.

• Identifying, researching, and resolving customer inquiries using web - based application (www.salesforce.com).

• Recognizing, documenting and alerting the supervisors of trends in customer calls.

• Recommending process improvements.

• Following-up on customer inquiries not immediately resolved. Completing call logs and reports.

• Documenting resolutions for future reference.

Comcast Cable - Tinley Park, IL January 2009 - July 2011 POC - Lead

• Served as Interim POC (Point of Care Supplementary Supervisor) Encouraging, coaching, motivating & supporting a team of 15 of my colleagues on how to improve their first call resolution skills. Negotiating & mediating with both external clients and internal field operations team to insure 100% client satisfaction.

• Also coordinated, and facilitated bi-weekly team meetings as POC Team Lead (POC - Point of Care Lead).

Customer Account Executive - Technical Specialist June 2007 - July 2011

(Served concurrently along with POC role above)

• Resolved Help Desk technical escalation issues for both Video (including multi-media cable card devices), Internet PC/MAC, and VoIP services.

• Resolved billing discrepancies, providing simplified billing explanation for complex billing system and statements. Processed repair orders, installs, payments, via macros computer application (CSG).

• Volunteered/ Served as Project Manager, training and leading a team of 5+ members to troubleshoot and repair Cable-Card Multi-media device issues, documenting resolutions as necessary. This project resulted in the regional VP selecting me for successfully streamlining and optimizing the process for the install/ repair process of this device on a national level within the company.

• Bi-quarterly nominated by my peers to serve on the Comcast Focus Group to provide input for process improvements for future system enhancements.

Dish Network – Mokena, IL June 2003 – February 2006 Dispatcher

• Served as a Dispatcher where I encouraged, motivated and supervised 10-15 techs on a daily basis insuring that all work assigned was completed and closed with 100% customer follow up/ satisfaction.

• Created & managed daily tracking reports related to equipment inventory discrepancies using Oracle Database. Managed inventory accountability reports via Microsoft Excel documents on a daily basis.

DBS Installer Jan 2000 – June 2003

• Served as a Digital Broadcast Satellite installer, in where I was privileged to utilize my skills & abilities from previous experience seasoned with on the job training to install complex Satellite Dish TV systems. Also installed telephony phone systems to uplink with satellite billing system. Installed complex grounding systems to insure that installs met with proper grounding codes via FCC compliancy.

EDUCATION

South Suburban College -2009

• A+ CERTIFICATION TRAINING PROGRAM CIS E18 –Completed/PASSED

AWARDS & ACCOLADES

• 2011 - Received Kudos for Customer Compliment letter by McGraw-Hill.

• 2009 - Awarded 11 total “The Comcast Competitive Edge” Client Compliment Awards by Comcast.

• 2009 - Awarded “Best Dressed Professional Male” by Comcast.

• 2004 - Awarded “Employee Of The Month” by Dish Network.

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