Customer Service/Call Center/Installation/Project Manager Resume
|Desired Industry: Customer Service/Technical Support
|Desired Job Location: Chicago, Illinois
||Date Posted: 4/28/2011
|Type of Position: Full-Time Permanent
||Availability Date: 04/29/2011
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel: Yes, 50-75%
|Highest Degree Attained: Bachelors
||Willing to Relocate: Yes
Ø Over 20 years of successfully producing results with several companies, including with a member of the Fortune 500 in the telecommunications industry.
Ø 11+ years experience in customer service, call center, and operational support.
Ø 6+ years experience in B2B sales support; proven record for producing results.
Ø Superb mentor and inspirational leader that inspires employees to maintain peak performance and productivity levels while maintaining high morale.
Ø 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.
Ø Successful project management of telephone system and voice and data network installations, often involving second and third party vendors.
Ø Assumes situational leadership. Able to turn vision into reality.
Ø Cultivate client relationships to better understand their needs, acting as client advocate, while acting in the best interest of the company.
Ø Proven self-starter. Able to work independently and contribute to the success of the team.
Ø A natural entrepreneur, inquisitive and adaptable; embrace change readily.
INSTALLATION AND MAINTENANCE MANAGER 2009-2010
The Champaign Telephone Company Champaign, IL
Ø Successfully managed installation of telephone systems and network services.
Ø Managed staff of programmers, technicians, customer service, IT and warehouse personnel in order to ensure high standards of service delivery were met.
Ø Received recognition for superior management and technical training performance.
PROJECT MANAGER 2008-2009
Luna Carpet and Blinds Bellwood, IL
Ø Successfully provided project management for the company’s largest residential and commercial flooring installations.
Ø Acknowledged by management for providing service “above and beyond” the customer’s expectations while protecting company margins.
Ø 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
Ø Responsible for the commercial negotiation and management of global network carrier contracts and procurement of voice and data network services.
Ø Developed network pricing and fostered carrier relationships on a global basis.
Ø Responsible for Fortune 1000 customer network/carrier escalations.
PROFESSIONAL EXPERIENCE (continued)
CALL CENTER MANAGER 2006-2007
Deltacom, Inc. Anniston, AL
Ø 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.
Ø Led the group to its best-inbound call statistics in over a one-year period thru extensive coaching, support and process improvement/training initiatives.
Ø 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
Ø 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.
Ø Performed audits of account receivables and found over $150K in missed collectibles.
Ø 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 2000–2005
Midwest Telecom of America, Inc. Merrillville, IN
Ø 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.
Ø 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.
Ø 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.
Ø Negotiated profitable vendor contracts and maintained vendor relations.
Ø Received MTA’s “Outstanding Employee Award” on several occasions for my exceptional dedication to customer service while keeping an eye on the Company’s bottom-line.
MANAGER, VIRTUAL NETWORK SERVICES PROVISIONING 1997-2000
Qwest International Dublin, OH
Ø Successfully managed a provisioning department, which supported a customer base generating $25 million in revenues.
Ø Achieved results in hiring, training, and managing a support staff with focus on project management, network turn-up, testing and support for Qwest’s largest commercial customers.
BUSINESS OWNER/DIRECTOR OF CUSTOMER SERVICE 1992-1997
Integrated Telemanagement Inc. Chicago, IL
Ø Successfully started up, operated and sold off a telecommunications company with no initial start-up capital.
Ø 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
Ø Successful customer service member, which received President’s Club Award.
Ø Consistently reached up sell quotas and received numerous accolades from customers.
BACHELOR OF SCIENCE, COMMUNICATION SYSTEMS MANAGEMENT 1987
Ohio University Athens, OH.
Available upon request.
Candidate Contact Information:
|JobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response.