Customer Service Project Manager

RANDY MARTIN

*** ********, **** ******, ***** ***65

Res: 940-***-**** | Cell: 940-***-****

********@*****.***

PROFILE

Customer Service Account Management / Project Manager / Call Center Management with successful experience in research, analysis, commercial bill collection, training, coaching, motivational skills, individual performance appraisals, revenue growth, loss prevention and Call Center Dispatching. Possesses outstanding organizational, problem solving, planning, decision-making, conflict resolution and interpersonal skills, with the ability to multi-task and to select the right person for the right job leading to optimizing team performance.

KEY ACCOMPLISHMENTS

• Contributed to team growth revenue exceeding $94M during 2009

• Designed and managed project which generated $5.6M in 2009

• Received two Employee of the Quarter Awards

• Special recognition for numerous personal achievement awards

PROFESSIONAL EXPERIENCE

IBM 1992 - 2010

Administrative Growth Advocate (Management) (2004 - 2010)

Managed a team to oversee customer service, training, coaching, renewal of purchase orders, warranty renewals, billing and commercial bill collections, motivator, individual performance appraisals and assisting Sales Teams with outreach calls for the West Coast and Central Regions.

• Identified programs losing revenue by reviewing and analyzing data from contract collections, warranty renewals, billing concessions and expired purchase orders.

• Assisted Sales Team with generating leads by contacting customers to discuss expiration of upcoming warranty/maintenance agreements which resulted in $54.5M in revenue.

• Establishing and evaluating processes and procedures.

• Managed collections on both Software and Hardware Maintenance contracts and wrote processes for new Commercial Collections Project for Hardware Maintenance Agreements.

• Developed and maintained spreadsheets for all projects.

RANDY MARTIN

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IBM (Continued)

Enhanced Entitlement Specialist (2000 - 2004)

Oversaw an average of 8-10 Fortune 500 company accounts, providing detailed attention to customer service and satisfaction.

• Identified needs, collected and analyzed account data to account representatives to identify prospective sales leads.

• Excellent customer service

Customer Entitlement Coordinator (1997 - 2000)

• Researched, analyzed and resolved failed hardware service calls, ensured accurate inventory corrections, billing and service delivery levels while maintaining a high level of customer satisfaction.

• Excellent customer service

Call Center Dispatcher (1992 - 1997)

• Received calls from service provider for the West Coast Region and dispatched service calls to appropriate field personnel.

• Ensured calls were addressed within 15 minutes of reporting the issue.

• Managed and assigned service request based upon data provided by the field organization.

• Excellent customer service

TECHNICAL SKILLS

Lotus Notes Word Pro, SmartSuite 1 2 3, Organizer

Microsoft Excel, Word

EDUCATION

North Central Texas College, Corinth Campus

Currently enrolled and pursuing Business Management degree

PROFESSIONAL DEVELOPMENT

ISO9000, Quality Management Systems, Policies and Procedures

7 Steps to Effective Leadership Skills

Advanced Leadership

Business Controls-Workplace Security

Diversity

Business Guidelines

Privacy Education Tool

Contact this candidate