Customer Service Call Center Installation Project Manager - Customer S
Customer Service Call Center Installation Project Manager - Customer S
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Customer Service/Call Center/Installation/Project Manager Resume


Desired Industry: Customer Service/Technical Support SpiderID: 50472
Desired Job Location: Chicago, Illinois Date Posted: 4/28/2011
Type of Position: Full-Time Permanent Availability Date: 04/29/2011
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, 50-75%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
Over 20 years of successfully producing results with several companies, including with a member of the Fortune 500 in the telecommunications industry.
11+ years experience in customer service, call center, and operational support.
6+ years experience in B2B sales support; proven record for producing results.
Superb mentor and inspirational leader that inspires employees to maintain peak performance and productivity levels while maintaining high morale.
Trained and coached provisioning, customer service, call center and sales personnel using real life situations, providing both positive and negative feedback, reinforcing skills and building self-esteem thru recognition of service and performance.
Successful project management of telephone system and voice and data network installations, often involving second and third party vendors.
Assumes situational leadership. Able to turn vision into reality.
Cultivate client relationships to better understand their needs, acting as client advocate, while acting in the best interest of the company.
Proven self-starter. Able to work independently and contribute to the success of the team.
A natural entrepreneur, inquisitive and adaptable; embrace change readily.


Experience:
PROFESSIONAL EXPERIENCE

INSTALLATION AND MAINTENANCE MANAGER 2009-2010
The Champaign Telephone Company Champaign, IL
Successfully managed installation of telephone systems and network services.
Managed staff of programmers, technicians, customer service, IT and warehouse personnel in order to ensure high standards of service delivery were met.
Received recognition for superior management and technical training performance.

PROJECT MANAGER 2008-2009
Luna Carpet and Blinds Bellwood, IL
Successfully provided project management for the companys largest residential and commercial flooring installations.
Acknowledged by management for providing service above and beyond the customers expectations while protecting company margins.
Professionally resolved customer complaints, which assisted the company in receiving the Better Business Bureaus Torch Award for marketplace ethics.

CARRIER COMMERCIAL MANAGER 2007-2008
Vanco US, LLC Chicago, IL
Responsible for the commercial negotiation and management of global network carrier contracts and procurement of voice and data network services.
Developed network pricing and fostered carrier relationships on a global basis.
Responsible for Fortune 1000 customer network/carrier escalations.
PROFESSIONAL EXPERIENCE (continued)

CALL CENTER MANAGER 2006-2007
Deltacom, Inc. Anniston, AL
Responsible for day-to-day operations of a 24/7 in-bound call center included hiring, training, coaching, scheduling and managing a support staff of 50+ technicians and supervisors.
Led the group to its best-inbound call statistics in over a one-year period thru extensive coaching, support and process improvement/training initiatives.
Created a progressive career path for call center technicians, which improved the efficiencies of the call center, reduced call volumes and improved customer satisfaction.

DIRECTOR OF OPERATIONS 2005-2006
BTI Communications Group, Ltd. Chicago, IL
Successfully managed the day-to-day operations of three departments that were accountable for the customer service, project management and installation of PBX/key telephone systems and voice and data circuits.
Performed audits of account receivables and found over $150K in missed collectibles.
Successfully scheduled and dispatched technicians to meet critical times frames and received numerous client commendations on behalf of BTI for outstanding installations and customer service.

SALES ENGINEER/DIRECTOR, CUSTOMER CARE 20002005
Midwest Telecom of America, Inc. Merrillville, IN
As Sales Engineer, I profitably priced, presented, ordered and project managed the installation of Tier 1 voice/data DS-1s, xDSL, ISDN and Tier 2 circuits. Successfully audited carrier invoices and received numerous credits.
Successfully assisted account executives in closing new sales and personally up sold additional services and renewed contracts of existing customer. Retained 95% of all customers that tendered non-renewal notifications.
As Director, Customer Care, I successfully managed the day-to-day operations of an inbound call center, which was responsible for all customer service/provisioning/billing issues.
Negotiated profitable vendor contracts and maintained vendor relations.
Received MTAs Outstanding Employee Award on several occasions for my exceptional dedication to customer service while keeping an eye on the Companys bottom-line.

MANAGER, VIRTUAL NETWORK SERVICES PROVISIONING 1997-2000
Qwest International Dublin, OH
Successfully managed a provisioning department, which supported a customer base generating $25 million in revenues.
Achieved results in hiring, training, and managing a support staff with focus on project management, network turn-up, testing and support for Qwests largest commercial customers.

BUSINESS OWNER/DIRECTOR OF CUSTOMER SERVICE 1992-1997
Integrated Telemanagement Inc. Chicago, IL
Successfully started up, operated and sold off a telecommunications company with no initial start-up capital.
Responsible for all facets of running a private firm including hiring, firing, selling, P&L, customer service.

ACCOUNT MANAGER 1987-1992
Access America Telemanagement Chicago, IL
Successful customer service member, which received Presidents Club Award.
Consistently reached up sell quotas and received numerous accolades from customers.


Education:
EDUCATION

BACHELOR OF SCIENCE, COMMUNICATION SYSTEMS MANAGEMENT 1987
Ohio University Athens, OH.


Reference:
Available upon request.


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