EXPERIENCE:
Confidential
Project Manager
Responsibilities:
- Project Manage End to End Project Process
- Client Single Point of Contact and Accountability
- Track Project time and expenses ensuring project remains within Budget, Scope and Schedule
- Identify and mitigate risk
- Create Project Change Requests and Assist in SOW Creation
- Identify future opportunities
- Update Sales Force
- Create and track Project Plans via MS Project
- Prepare Client Deliverables and Communicate via Project Status Update Meetings
- Manage Client expectations during project phases to completion
Confidential
Client Project Manager
Responsibilities:
- Application of PMBOK project management processes, including project planning and monitoring, risk management, and change management
- Successful track record in delivering complex client - facing projects
- Work effectively with various levels of management, cross functional teams and customers
- Preparation of project communication and process materials for a wide range of Confidential and client audiences
- Development of schedules to ensure successful timely delivery and completion of projects
- Ensure control of project- dealing with conflicting priorities, issues, risks, dependencies and change Ensure deliverables adhere to quality standards
- Communicate project status effectively to variety of audiences including cross-functional teams, senior leaders and clients
- Manage client relations and expectations during implementation and delivery of client solution
Confidential
Customer Service Manager/Project Manager
Responsibilities:
- Project Manager to new implantation of services and new products
- Project Manager Lead
- Act as single point of accountability & contact
- Build & Maintain Relationships with Clients
- Build & Review Customer Contract Matrix Build contracts and assist with RFP responses
- Handle Account Complaint Escalations (including support requests) to ensure they are handled in a timely manner Forecast upcoming Client Needs
- Identify Growth Opportunity Identify area of process improvements
- Build new Processes Review Top 250 Accounts for renewal and build renewal proposals
- Partner with Sales and Operations in strategic planning & business response to support client service requirements Point of contact to assist with Client Escalations Account inquiries and Billing Investigations
- Perform regular account reviews
- Review Service Level Agreements and Reports Identify & Prevent Churn Onboarding new customers
- Owner of Project documentation (Project Charter, Updates)
- Coordinate Internal Project Meetings Updates
- Coordinate Client Project Meeting Updates
- Identify Project Issues and manage project team for resolutions
- Training new Customer Service Manager/ Project Managers and Clients on process and systems
- Act as Customer Service Manager Team Lead
Confidential
Customer Delivery Manager
Responsibilities:
- Preview contracts prior to presentation to customer for signature
- Ensure credit and legal verifications are current and up to date
- Prepare signed contract packages for registration
- Verify and initiate customer orders
- Track service requests for Enterprise Customers
- Coordinate and manage end to end process of customer order request
Confidential
Customer Delivery Specialist
Responsibilities:
- Review and provision enhanced data, main frame data and PRI requests and billing
- Respond to internal and external customers in a timely and proactive fashion
- Act as customer advocate with various departments to resolve customer concerns
- Build positive relations with internal and external customers maintaining Confidential values
- Provide exceptional customer service ensuring overall superior customer experience
- Assist in resolving escalated customer issues
- Assist in coaching and training of fellow co-workers Assist in identifying process gaps
- Act as Client Care East Quality Coach Ambassador
Confidential, Tampa, FL
Customer Service/Sales Representative
Responsibilities:
- Provide Exceptional Customer Service
- Promote and sell products and service
Confidential, Homosassa, FL
Commercial / Drive Thru Teller
Responsibilities:
- Accurately and efficiently process customer transactions
- Promote consumer services and products
- Balance teller drawer and Automatic Cash Dispenser
- Assist with training of new associates Notary
Confidential
Client Business Analyst
Responsibilities:
- Answer Inbound inquiries and billing issues
- Assisted in troubleshooting of cellular phones
- Assisted with the testing of new products and services
Confidential
Direct/Email Associate, Sales & Service /Direct Marketing Associate
Responsibilities:
- Answered inbound and e-mail inquiries
- Set up financial accounts on line
- Post financial transactions
- Implement a Quality Fulfillment Assurance program
- Monitor and generate reports of Quality Fulfillment
- Manage and train Quality Assurance Team
- Assist in the development of training material
