Katricha Maiden
Cedar Park,TX
Summary
Dedicated Customer Service Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Committed to providing exceptional service and unmatched support by utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Client Solutions Rep
Devine Lifeline LLC
10.2019 - Current
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Coordinated logistics for customer orders.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Explained charges, fees, terms of sales, and service agreements to hundreds of customers daily.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Monitored front areas so that questions could be promptly addressed.
Project Manager, Service Projects
Dover Fueling Solutions
05.2018 - 04.2019
- Coordinate and managed deployment & repair activities nationwide for British Petroleum (BP), Sunoco and Exxon
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
- Facilitated technical meetings between customers, vendors, and internal support teams
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Negotiated and managed third-party contracts related to project deliverables.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Proved successful working within tight deadlines and a fast-paced environment.
Business Analyst/Project Manager
Health & Human Services (HHSC)
01.2017 - 10.2017
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Create and manage all project budgets, purchase orders, invoices, and verified accounts payable project items
- Performed data extracts, analytics and researching using operational data from a variety of sources, including data warehouse, customer information, billing & transaction, web, and voice response systems
- Tracked department key performance indicators (KPIs) and provided recommendations to improve operational metrics
- Applied customer life-cycle processes to solve problems and enhance business process efficiencies throughout the entire operations department
Project Manager III – Strategic Client Solutions
Department of Information Resources
02.2012 - 09.2015
- Coordinated and managed the migration of multiple State of Texas agency Data Center Services, voice/data traffic, applications and hardware into the State of Texas Data Center sites
- Performed DIR Quality Assurance Assessment resulting in the adoption of new Quality Assurance policy and procedures
- Facilitated technical meetings between customers, vendors, Program and IT areas (AT&T, Cisco, Insight, CenturyLink, Ciena and more)
- Developed comprehensive project plans with clear goals, timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
- Ensured project complies with State of Texas laws, regulations as well as DIR Contract & Procurement policies
- Participated in the Texas Framework advisory panel work group, to ensure templates are successfully tracking and managing all multi-million dollar state projects
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution
- Prepared detailed reports on project status, budget, and timeline for stakeholders to ensuring transparency and alignment with objectives
- Coordinated material procurement and required services for projects within budget requirements.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.
- Managed DIR and State of Texas Agencies Enterprise Network implementation projects for Office of the Governor, Department of Family & Protective Services, TX Railroad Commission, TX Parks & Wildlife Dept., TX Commission on Environmental Quality, Secretary of State, Dept. of Public Safety, TX Dept of Transportation and Office of Attorney General
Project Manager I – Network Operations
Department of Information Resources
11.2006 - 02.2012
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Provided consultative services and technical assistance to stakeholders and DIR Network Operations team
- Successfully managed the implementation of Core DIR Network Platforms (ISG, MPLS, AVPN, DWDM, SONET)
- Facilitated customer migrations for network transport to State of Texas Data Centers
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Scheduled and monitored software & hardware upgrades on multiple network platforms (DWDM, MPLS, VOIP, AVPN)
- Assisted Quality Assurance and Network Operations technical team in the development of cross departmental communication plan for Incident Management, Change Management and After-Action Reports
- Managed Enterprise Network Implementations project for DIR and State of Texas Agencies
- Managed projects from procurement to commission.
Education
CAPPS Asset Management Training -
JDSU DWDM-Based Ethernet TB800 Training -
ITIL v3 Certified - Information Technology
State of Texas
Austin, TX04.2009
Telecommunications & Data Certification -
Texas A&M University
06.2003
Skills
- Contact Center Applications for Call Center Agents
- Salesforce
- Data Entry
- Analytical Skills
- Excellent Communication, Organizational, Written and Time Management Skills
- Microsoft Office Suite
- Microsoft Project
- Microsoft SharePoint
- CAAPS (State of Texas Financial & Asset Management System)
- Video Conferencing (Cisco systems)
- Oracle Database
Certification
- Certified ITIL V.3 , CSME (DIR State of Texas) - [2009]
- CAPPS Asset Management (State of TX OAG),- [2015-16]
- Texas A&M Telecom & Data (State of TX DIR) - [2003]
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Solutions Rep
Devine Lifeline LLC
10.2019 - Current
Project Manager, Service Projects
Dover Fueling Solutions
05.2018 - 04.2019
Business Analyst/Project Manager
Health & Human Services (HHSC)
01.2017 - 10.2017
Project Manager III – Strategic Client Solutions
Department of Information Resources
02.2012 - 09.2015
Project Manager I – Network Operations
Department of Information Resources
11.2006 - 02.2012
JDSU DWDM-Based Ethernet TB800 Training -
Telecommunications & Data Certification -
Texas A&M University
- Certified ITIL V.3 , CSME (DIR State of Texas) - [2009]
- CAPPS Asset Management (State of TX OAG),- [2015-16]
- Texas A&M Telecom & Data (State of TX DIR) - [2003]
CAPPS Asset Management Training -
ITIL v3 Certified - Information Technology
State of Texas
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