Public Safety Implement Project Manager Ert resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Experienced Implementation Project Manager with over 26 years of experience in the Customer Service industry. Excellent reputation for resolving problems and improving customer satisfaction. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills.

  • Computer Software and Application Knowledge
  • Analytical and Critical Thinking
  • Dependable and Responsible, Self Motivated
  • Account Management
  • Data Entry
  • Multitasking Abilities, Flexible and Adaptable
  • Organization and Time Management
  • Project Goals and Milestones
  • Team-Oriented and Cooperative
  • Excellent Attention to Detail
Killeen High School Killeen, TX Expected in 05/1995 High School Diploma : - GPA :
Killeen Vocational School Killeen, TX, Expected in 05/1995 License : Cosmetology Education - GPA :
  • Assisted with Supervision of a team of 12 staff members while performing DOD Team Lead.
  • Achieved 100% accuracy by completing audits and quality assurance with accuracy and efficiency.
  • Collaborated with team of 3 in the development of Federal Audit Program.
Work History
Cox Enterprises - Public Safety Implement Project Manager ERT/DOD
, , Temple, TX / Remote 10/2007 - 12/2022
  • Oversee high-profile/revenue account base with federal government clients, organizing and managing projects while ensuring on-time implementation in collaboration with cross-functional teams
  • Play key role in customer lifecycle management from customer acquisition through billing activation
  • Develop timelines and goals for on-time project completion, locating necessary resources for execution
  • Direct activities of multiple departments, forming collaborative teams that ensure completion
  • Manage and resolve customer, sales, and field support issues
  • Serve as liaison between company Field Care organization, billing, and other departments, successfully increasing communications and follow-through
  • Identified, reviewed, and applied policies and procedures
  • Nurtured relationships with customers, resulting in high satisfaction and retention levels
  • Implemented continuous monitoring, resulting in swift resolution of issues on complex projects and higher levels of accuracy
  • Former Army / Air Force Team Lead with knowledge of quote process for accounts while assisting with AAF contracts
  • Fostered relationships with vendors to promote positive working relationships
  • Drive team success through shared vision and recognition of quality performance
  • Managed over 50 customer accounts while verifying monthly bills were within their contract limits
  • Coordinated audits and led remediation efforts for identified deficiencies for Federal Government Accounts
  • Effectively assumed role of back up supervisor when needed while managing assigned workload
T-MOBILE/SPRINT/NEXTEL COMMUNICATIONS - Customer Retention Representative
, , Temple, TX 04/2002 - 10/2007
  • Adhered to appropriate legal scripting when required.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Spanish :
Native or Bilingual
Negotiated :

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Resume Overview

School Attended

  • Killeen High School
  • Killeen Vocational School

Job Titles Held:

  • Public Safety Implement Project Manager ERT/DOD
  • Customer Retention Representative


  • High School Diploma
  • License

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