Hi, I’m
Gerald MKONY
McKinney,USA
Summary
Experienced client relations manager with a proven track record in high-tempo contact center environments. Skilled in building trust, leading diverse teams, and ensuring customer satisfaction. Possesses exceptional project management, client conflict resolution, and business management abilities. Goal-oriented manager with extensive experience in various industries, demonstrating strong leadership skills. Recognized for increasing productivity, enhancing customer satisfaction, driving revenue and sales. Committed to streamlining procedures and maximizing employee talent to achieve optimal results.
Overview
24
years of professional experience
Work History
BKK Logistics
Client Relation Manager
01.2017 - Current
Job overview
- Working to leverage my expertise in transportation logistics and client relations to drive business growth and customer satisfaction
- Built and maintaining strong client relationships
- Managing logistics operations to ensure timely and cost – effective delivery
- Coordinated logistics operations for 500+ shipments monthly
- Identifying and pursuing new business opportunities
- Developing and implementing effective logistics solutions
- Led cross – functional teams to achieve exceptional customer service
AT&T
Quality M&P/Process Manager
01.2012 - 12.2016
Job overview
- Company Overview: Advanced Network Services (ANS)
- As Project Manager for Quality Method and Procedure (M&P) and Process in the AT&T Global Business Solutions platform, I was responsible for communications and reporting of Data Analysis, Development and Documentation of Process Improvements, Methods and Procedures, and Quality Standards for a number of clients in the Invoice Management and Rerate Analysis platforms
- Worked on high level with Stakeholders on Vendor process management and improvement
- Lead in Identification and recommendations in process improvements
- Point person with vendors on Invoice Management
- AT&T Business Solutions, GMM Global Customer Service
- Developed metrics Data Analysis engine that provides process measurement and identifying indicators for future improvement opportunities
- Developed a Business Requirements Document (BRD) proposal tailored for Rerate Revenue Extract for Global Mobile Sourcing (GMS), Global Mobile Management (GMM), and novated Local Service Providers (LSP) charge categories for invoice and billing data
- Monitoring, Analyzing, Tracking and Publish Key Performance Indicators (KPIs) and results which identify performance trends and capabilities for success
- Manages Invoice Management shared-drive in unit's website where I maintains power point format (and other formats), weekly and monthly reports for different Management levels
AT&T
Enterprise Service Manager
01.2009 - 12.2012
Job overview
- Company Overview: Advanced Network Services (ANS)
- As Enterprise Service Level Agreement (ESLA) Manager, I was responsible for leading and supporting low complexity to high complexity Small Business and Enterprise Mobility Customer Care projects, ranging across multiple regions and multiple functional teams by using proven program management methodologies and procedures, business Analysis, Documenting, Scheduling, Coordinating, Assigning resources, and assisting in recommending Business Solutions and alternatives for our clients
- Reviewing and monitoring Contractual Financial Remedy, prepare and delivery of monthly Custom Wireless Performance Reporting (CWPR) Analysis for a number of high-end clienteles, and Analytical Reports per client contract and internal leadership expectations
- Coordinate, Prepared and Delivered customized monthly Data and Voice Wireless Performance Reporting (WPR) Analysis to Enterprise Mobility Clients and internal upper management
- Proactively engaged and taking lead in compiling and deliver Root Cause Analysis (RCA), developed customer specific action plans to address service and billing escalations as per business needs
- Tasked in developing highly productive and positive long term working relationship with the high profile AT&T clientele such as Wal-Mart Inc., DHL Holdings, DHL Scanners, Con-way Freight Inc and State Farm Insurance
- Responsible in implementing Service Level Agreements (SLAs) as well as preparing Root Cause Analysis (RCA) in event any SLAs was not met
AT&T
Technical Team Manager, Data Services
01.2008 - 12.2009
Job overview
- Company Overview: Advanced Network Services (ANS)
- Managed Teams of Tier 1 Technical Group in handling of monitored services of inbound/outbound customer service and technical needs inquires
- Developed project management plans, directing and managing project execution, monitoring and controlling project work; Estimating and scheduling task work and durations with confidence
- Investigate and Resolved complex customer escalations
- Tasked in conducting periodic training, coaching and mentorship
- Conducted monthly Team Quality monitoring, Led in Team meetings, Serves as Floor Manager on duty per company needs as well as serving as Escalation Manager as per business needs
- Served as liaison between AT&T top management and floor support teams on how best to implement and executes companywide business strategies
- Partnered with sister organization to develop innovative custom solution to meet the client needs to include dedicated support solutions and dedicated provisioning teams
- Identify and Coordinated training for customer service and technical support teams as needed
- Won several awards as Team Manager in Call Center
AT&T
Leadership Internship Program (LIP)
01.2007 - 12.2008
Job overview
- Company Overview: Advanced Network Services (ANS)
- As Management trainee, I was tasked in Leading and Managing a number of Transitioning Technical and Customer Service Teams
- Worked with Lead Trainers, Site Director and Project Managers in developing and defining Project Activities, sequencing activities, estimating resources, implementing risk management techniques and mitigation strategies, implementing monitoring tools and controls to keep command of transitioning teams, encouraging and creating appreciation acknowledgements and rewards
- Tasked with providing input to curriculum for new hire trainings and conducted several training courses
- Tasked on project deliverables within a fast-paced, deadline driven work environment
- Collaborated work load on large and multi-disciplinary project teams
- Recognizing and practicing the leadership skills needed to run a motivated team
AT&T WIRELESS
Business Specialist I
01.2006 - 12.2007
Job overview
- Company Overview: Advanced Network Services (ANS)
- First Tier Support for all Personal Digital Assistant (PDA) devices for business and private users, assisting PDA users with device activations, troubleshooting and software updates
- Provide product education on AT&T offers, and how users can benefit from them
- Learn and recommend appropriate devices based on clients needs
- Assisted on successful implantation of customer migration (Cingular Wireless to AT&T)
- Promoted to Management Leadership Intern Program (LIP)
- Customer portfolio management and retention
FreeFromIT Inc.
Management Trainee and Customer Relations
01.2004 - 12.2006
Job overview
- Company Overview: FreeFromIT Inc is innovative internet-based district-wide classroom management software company specializing in a new student information management system for Administrators, Teachers, Counselors, Parents and Students
- Provide Customer Service and Relations of School’s Data into Classroll.com Student Information System Software
- Managing customer service for both Administrators, Teachers, Students and Parents product series, providing value added resellers and data solution
- Assigned to provide complete wireless order and activation support, troubleshoot and provide resolutions in a timely manner
- Built Solid relationships with internal and external customers, mostly School Districts officials
- Established internal processes and procedures to increase work flow efficiency and company profitability
- Sales and After Sales Product Information to target market
- Subject matter expert on FreeFromIT Classroll Classroom Management applications, processes and Procedures
Sykes Enterprises.
Technical Trainer and Customer Relations
01.2001 - 12.2004
Job overview
- Company Overview: SYKES Enterprises provides customer contact management solutions and services in the business process outsourcing (BPO) arena such as technical support and customer support
- As founding member, I successfully executed Performance Empowerment (PET) program designed to reduce Employee Turn Over, Employee Retention, cut Average Handle Time (AHT), improve Quality Scores as well as Live Calls Monitoring for Training Purposes
- Transformed best practices into highly efficient and executable business processes
- Customize solutions to meet employee’s unique business needs
- Developed Training curriculum and coaching customer service teams in providing world class customer service skills
- Served as Quality Control team member where I provide valuable input on staffing needs and operations for a Centers in Asia
Education
Newman UniversityWichita, KS
Master of Science from Masters of Business Administration (MBA)
East Central UniversityAda, OK
Bachelor of Science from Marketing
Collin County Community CollegePlano, TX
Certificate from Project Management PMP
Scrum.Org
Professional Certificate from Professional SCRUM Master (PSM 1) Certificate
Skills
- Report generation
- CRM software
- Client education
- Team building
- Customer relations
- Microsoft Office Suite
- Key performance indicators (kpi)s
- Project management
Timeline
Client Relation Manager
BKK Logistics
01.2017 - Current
Quality M&P/Process Manager
AT&T
01.2012 - 12.2016
Enterprise Service Manager
AT&T
01.2009 - 12.2012
Technical Team Manager, Data Services
AT&T
01.2008 - 12.2009
Leadership Internship Program (LIP)
AT&T
01.2007 - 12.2008
Business Specialist I
AT&T WIRELESS
01.2006 - 12.2007
Management Trainee and Customer Relations
FreeFromIT Inc.
01.2004 - 12.2006
Technical Trainer and Customer Relations
Sykes Enterprises.
01.2001 - 12.2004
Newman University
Master of Science from Masters of Business Administration (MBA)
East Central University
Bachelor of Science from Marketing
Collin County Community College
Certificate from Project Management PMP
Scrum.Org
Professional Certificate from Professional SCRUM Master (PSM 1) Certificate
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