Office Project Coordinator Resume Jonesboro, GA - Hire IT People

Management / Project Management

Qualifications Summary:

Technical & Production Support Specialist with 10 years of experience with the leading national wireless company.
Demonstrated ability to provide technical customer support and serve as a Team Lead in lending operational support for management.
Adept at training new and seasoned associates, providing critical report data, scheduling up to 30 support reps, and assisting with the development and implementation of new processes and procedures.
Enthusiastic, focused, goal-oriented employee with strong technical and interpersonal skills.

Experience: MS Office, MS Project; MTAS Switch; MARS Call Record Application; ACSS Verizon Billing Database; ACCESS Billing Database; I2K Billing Database; RSS Billing Database, RSS Application

Professional Experience:

Confidential Jonesboro, GA
Office Project Coordinator 09/2008 - Present
Volunteer at a non-profit organization where I plan, direct and coordinate the operations of the facility. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources, but are too diverse and general in nature to be classified in any one functional area of management or administration, such as personnel, purchasing, or administrative services. Includes directs and manages who head small business establishments whose duties are primarily managerial.

Handle office calls and follow-up with potential clients
Offer professional guidance to client wishing to expand their business
Assist director with scheduling, coordinating, and budgeting projects
Attend meetings and conference representing the organization
Facilitate classes to assist community and students with personal growth
Organize office duties with other staff members

Confidential Alpharetta, GA
Technical Support Coordinator 02/1998 - 03/2008
Awarded promotional opportunity to join a 20-person technical team dedicated to supporting 5 million wholesale / reseller customers throughout the U.S. and Canada.

Researched and resolved prepaid, postpaid and telematics’ wireless connectivity issues
Devised a MS Excel spreadsheet to track daily activity that was adopted by colleagues and later revised by management for customer follow up
Member of a Process Improvement Team that effectively addressed low first-call resolution rate and directly contributed to the increase from 10% to 40% in one month
Served as liaison with roaming specialists and network engineers in resolving outages and coverage issue
Communicated network outages and updates to staff, management, and customers found in Remedy
Followed up on trouble tickets with network engineers and customers and assisted customers with equipment service issues, via Remedy software
Served onsite at retail locations as technical expert during peak sales periods
Represented technical support at daily network performance management meetings that addressed scheduling, overtime needs, forecasts, outages, and issues affecting call volume
Member of a team that won an internal contest describing new service offering

Lead Associate / Customer Service
Hired as a Customer Care Representative to assist individual customers with service, equipment upgrades, and billing issues. Recommended by 2 managers for a promotion to Lead Associate after 18 months (1998-1999). As Lead Associate, served as second-in-charge of a team of 15-30 customer care representatives.

Served as first-point-of-contact for customer care team in the resolution of routine operational issues
Managed escalated service calls with enhanced authorization to issue rebates, promotional incentives, and credit adjustments
Assisted multiple supervisors with team management in their absence
Compiled monthly operation reports that included attendance, production, quality, call volume, hold time,

handle time, and schedule adherence data for supervisors, managers and senior management

Provided ongoing coaching and development for new and seasoned team members
Monitored compliance with work schedules and served in a Quality Assurance (QA) capacity in monitoring associates’ calls
Evaluate employee performance and provide coaching daily to ensure the team meets or exceeds performance targets
Member of a team that competed nationally against 15 Centers and won the Director’s Cup award 4 consecutive months for setting the standard for performance in multiple categories
Sold additional products and services

Confidential Atlanta, GA Service Express Supervisor 05/1983 - 02/1998

Promoted from Reservations Agent to supervise guest services for this 4-Star, 1100-room hotel. Supervised 20 plus employees per shift with responsibility for creating work schedules for telephone operators, room service, bellmen, and doormen.

Managed special projects designed to enhance customer satisfaction and maintain standards of a first-class hotel
Coordinated room service and amenity delivery prior to guest arrival
Managed guest rooms, packages, and arrivals for VIPs

Forecasted resource requirements for future guest facilities and staffing needs Orchestrated the expeditious delivery of room service meals and personal products to guest rooms Assisted with the largest downtown emergency evacuation for Atlanta, July 1996, due to bombing in Centennial Park Assure guest of personal room accommodations at time of check-in Synchronize staff for peak and unexpected demands from guest Delivered a speech to 150 staff members of on customer service/ satisfaction Recognized with 3 nominations and one award for Employee of the Month in a 1000-employee organization Recognized by guest numerous times for outstanding service

Education / Professional Development:

Master of Project Management
Project Management Certification
BS - Business Operations

Microsoft experience:
Proficient in excel, access, word, outlook, power point, and project.

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Office Project Coordinator Resume

Jonesboro, GA

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