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Implementation Project Manager II Resume Example

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HP
IMPLEMENTATION PROJECT MANAGER II
Summary

Experienced Customer Service & Implementation Project Manager with over 20 years of experience. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Works well as individual contributor or with a team. Trustworthy, dependable, and result-driven with strong work ethic and commitment to achieving goals. Ability to build and sustain effective internal and external relationships. Detailed, organized and analytical, with capacity to troubleshoot and solve complex problems. Proven track record of going above and beyond to help others. Effectively prioritizes and multi-tasks, works well under pressure, and adapts to fast- paced environments. Solid computer and Microsoft Office skills. Proven track record of executing projects within deadlines and budgets. Strong interpersonal, verbal, and written communication skills. Maintains privacy and confidentiality at all times.

Skills
  • Project implementation
  • Supporting projects
  • Project tracking
  • Implementation support
  • Problem resolution
  • MS Office
  • Customer service
  • Relationship development
Experience
04/2002 - CurrentImplementation Project Manager IIT-Mobile US Inc. | Greenville, SC
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Improved operations by working with team members and customers to find workable solutions.
  • Recognized by management for providing exceptional customer service.
  • Earned reputation for good attendance and hard work.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Perform account maintenance, manage daily functions, ensure account billing accuracy and resolve collections matters.
  • Coordinate rate plan analysis and promote customer usage of self-sufficiency tools.
  • Deliver proactive communications to customer point of contact, and develop strategic business relationships.
  • Facilitate end-user training for 20+ devices to large customer base.
  • Troubleshoot tier 1 issues and provide customer lifecycle support.
  • Member of in-building solutions team and SME for my team.
06/2007 - 04/2020Wireless Field Support SpecialistSprint Corp. | Greenville, SC
  • Perform account maintenance, manage daily functions, ensure account billing accuracy and resolve collections matters
  • Provide training and on-site service delivery to customers.
  • Deliver exceptional service, while effectively managing account relationship.
  • Serve as customer advocate for all care life cycle solution-based activities for enterprise customer portfolio.
  • Develop, organize, and monitor successful deployment of service solutions to resolve account issues.
  • Build and maintain relationships at all organizational levels, proactively assessing needs, meeting deadlines and resolving problems.
  • Updated and ensured database accuracy and provided monthly portfolio account review updates to leadership team and Sales team to support risk identification and mitigation.
  • Provide Tier 1 technical support.
  • Served as self-service SME for my team
05/2005 - 01/2007Business Account ExecutiveSprint Corp. | Greenville, SC
  • Developed relationships with prospective customers and offered business solutions.
  • Upgraded services with existing clients by successfully resolving customer issues.
  • Partnered with vendors and suppliers to provide solutions for client base.
  • Built and maintained healthy sales funnel utilizing cold calling and referrals.
  • Managed complete sales process from customer presentation to order, installation and post-sale service.
  • Collaborated with executives, product vendors and customers to develop solutions addressing client needs.
  • Identified potential sales opportunities.
  • Presented and sold services to executive customers and prospects.
  • Recommended products and service solutions that drove revenue, reduced unnecessary cost and maximized growth.
04/2002 - 05/2005Activations SpecialistSprint Corp. | Asheville, NC
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Trained new employees on billing system processes to promote efficiency and productivity team-wide.
Education and Training
06/1992High School Diploma
Enka High School | Candler, NC
Achievements
  • Circle of Excellence Nominee 2019
  • Circle of Excellence Nominee 2018
  • Knock Out the Competition Winner 4Q 2010
  • Sprint BCS MVP, 3Q 2010
  • Sprint Ace of Base Club 2010
  • Sprint BCS MVP, 1Q 2009
  • Sprint Pinnacle Club Winner, 2002
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Resume Overview

Companies Worked For:

  • T-Mobile US Inc.
  • Sprint Corp.

School Attended

  • Enka High School

Job Titles Held:

  • Implementation Project Manager II
  • Wireless Field Support Specialist
  • Business Account Executive
  • Activations Specialist

Degrees

  • 06/1992 High School Diploma

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