Lizabeth Trimble
Summary
Highly motivated, experienced and dedicated individual looking to obtain a position where my extensive skill set and work history of 25+ years may best be utilized. Exceptional communication, organization, customer service, and interpersonal skills. Extremely reliable, detail oriented and Customer focused. Dedicated to ensuring quality, utilizing best practices. Strong time management and analytical/problem solving skills. Team player, flexible, and easily adapts to a changing environment. Proven leadership, project management, training, and documentation skills. Passionate about helping others.
Overview
33
33
years of professional experience
Work History
Planned Career Break
Self Employed
01.2019 - 07.2023
- Provided compassionate, emotional and care-giving support to aging family member
- Personal time for self-care
Customer Site Operations Support
RMS Computer Corporation
06.2010 - 08.2019
- Collaborated with Boeing Customers to determine their individual information technology requirements (hardware/software)
- Processed orders to fulfill Boeing Customer IT requirements.
- Tracked orders to completion to ensure the customers needs were met
- Performed administrative duties and prepared operational procedures to support both the team and operations manager
- Created and maintained detailed and well-organized training documentation
- Trained new hires
- Developed, trained and maintained proper procedures for best practice "e-mail guidelines"
- Coordinated with customers and internal departments to understand, monitor and communicate changes to workflows/checklists
- Developed, implemented, trained and maintained procedural workflows and checklists resulting in order processing and fewer errors
- Conducted quality reviews of individual team member performance to identify discrepancies, training needs, formulate solutions, and provide operations manager individual team member performance
- Assisted operations manager with determining additional training necessary for team members, resulting in performance improvement
- Prevented and minimized order processing errors by identifying areas needing improvement and reinforcing proper order processing procedures
- Improved overall customer experience through support, training, troubleshooting, improvements and communication of process changes
- Documented and trained team members on best practice order processing procedures (workflows/checklists) resulting in improved customer service and consistency
- Team Lead
- Developed, implemented and managed the "Quality Assurance" program
- Developed Interview template.
- Conducted interviews
- Provided statistical reporting to management
- Participated in operations team meetings to coordinate and assign project management tasks.
Service Delivery Manager
IBM
09.2008 - 11.2009
- Managed the IBM Virtual Server Services program for the American Express account
- Collaborated with delivery team to ensure server provisioning cycle times were met, resulting in timely delivery of virtual servers to American Express customer
- Documented and implemented virtual server provisioning workflows
- Monitored, tracked and provided status for 100+ virtual server requests
- Provided to IBM management reporting of metrics for the Virtual Server Services program
- Identified and resolved issues with IBM delivery teams, resulting in improved provisioning of virtual servers
- Trained project managers on Virtual Server Services provisioning processes and policies
Planned Career Break
Self-employed
01.2004 - 01.2008
- Stay at home mother
Project Manager
IBM
01.2002 - 01.2004
- Developed and documented a method to track and monitor the deployment and deactivation status of internal IBM Applications Worldwide
- Monitored this document daily resulting in current and accurate GWA Application status
- Reported on the status of internal IBM applications to both GWA Management and the IBM Customer
- Worked with Delivery to ensure a successful deployment and deactivation of IBM internal applications
- As the GWA Offering document owner, I worked with the IBM Customers Worldwide to ensure the accuracy of the document resulting in customer satisfaction
- Updated the GWA offering document with agreed upon changes as needed
- Presented to Upper Management and the IBM Customer the role and mission of the GWA Project Office as well as achievements and application deployment statistics
- Assisted in the management of the Worldwide Application Deployment Consistency Project.
Project Manager
IBM
01.2000 - 01.2002
- As a member of the Secure Inbound Network Environment project office, I was responsible for the IBM account, allowing IBM employees access to the internal IBM network from remote commercial locations
- Developed a method to track and monitor the deployment and deactivation of Secure Inbound Networks for IBM employees residing at remote commercial locations
- Trained IBM employees how to use the Secured Inbound Network from their remote locations, resulting in IBM employees able to successfully access the internal IBM network from remote locations
- Collaborated with Delivery teams resulting in successful deployment of a secure inbound network at each remote commercial location
- Resolved and closed trouble tickets
- Developed and implemented deployment procedures and policies, resulting in consistent deployment and deactivation procedures
- Updated Secure Inbound Network offering document as needed
- Trained new IBM employees entering the Secure Inbound Network project office
Project Manager
IBM
01.1999 - 01.2000
- Infrastructure analyst for the Strategic Initiatives And Global Infrastructure department
- Researched, documented and reported on IBM global infrastructure statistics for the IBM global account
Customer Service Project Analyst
McLeod USA
01.1996 - 01.1998
- Created a new order management department which was responsible for processing Local and long distance orders for Missouri customers
- Developed and documented process/procedure workflows for the order management department resulting in order accuracy, consistency, and reduced order processing time.
- Trained the order management team and customer service department on the new ordering process for both local and long distance customers
- Collaborated with internal departments to transfer all existing customer accounts from multiple billing systems to one single billing system, resulting in billing efficiency
- Developed/documented a new and improved employee development training program for the customer service department by identifying performance gaps in existing processes and creating new improved processes, resulting in overall improvement in internal and external customer satisfaction
- Trained both the existing customer service team and new hires on the new and improved employee development program
Supervisor
Consolidated Communications Inc
01.1994 - 01.1996
- Applied strong leadership talents and problem-solving skills to maintain efficiency for the customer support department
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Participated in the hiring process of new customer support agents
- Conducted annual performance appraisals
- Documented and developed training/reference manuals for the employees
- Trained new customer support agents on all products and services, in addition to conducting on-going training for the existing agents
- Monitored employees to identify performance strengths and areas needing improvement, resulting in improved employee time management and productivity
- Evaluated employee performance and coached and trained to improve weak areas
- Maintained call center scheduling activities, resulting in proper call coverage, improved service levels and reduced call abandonment rates
- Assisted in the planning and implementation of an automated data collection system, resulting in the ability to identify and collect incoming call types, frequency and the ability to provide management with monthly reporting
Customer Support Specialist
Consolidated Communications Inc
01.1993 - 01.1994
- Maintained customer satisfaction by addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
Teleconferencing Coordinator and Reservation Specialist
First Data Corporation
01.1991 - 01.1993
- Assisted customers with making reservations and entered reservation details into computer system for the teleconferencing division of American Express
- Handled billing inquiries and resolved various issues for customers
- Coordinated, set-up and monitored conference calls from 3 to 200 participants
- Developed and maintained reference manual for employees
- Trained existing employees and new hires on processes and procedures
Education
Bachelor of Arts - Psychology
St. Louis University
St Louis, MO05.1990
Skills
- Customer focused
- Communication
- Organization
- Detail oriented
- Project Management
- Process Improvement
- Documentation
- Time management
- Leadership
- Workflow Streamlining
- Problem Resolution
- Operational Improvements
- Coaching and Training
- Continuous Improvement Projects
- Performance monitoring and improvement
- Best Practices Management
- Customer Service
- Order Fulfillment
- Quality Assurance
- Performance evaluations
- Microsoft Office Suite Expertise
Timeline
Planned Career Break
Self Employed
01.2019 - 07.2023
Customer Site Operations Support
RMS Computer Corporation
06.2010 - 08.2019
Service Delivery Manager
IBM
09.2008 - 11.2009
Planned Career Break
Self-employed
01.2004 - 01.2008
Project Manager
IBM
01.2002 - 01.2004
Project Manager
IBM
01.2000 - 01.2002
Project Manager
IBM
01.1999 - 01.2000
Customer Service Project Analyst
McLeod USA
01.1996 - 01.1998
Supervisor
Consolidated Communications Inc
01.1994 - 01.1996
Customer Support Specialist
Consolidated Communications Inc
01.1993 - 01.1994
Teleconferencing Coordinator and Reservation Specialist
First Data Corporation
01.1991 - 01.1993
Bachelor of Arts - Psychology
St. Louis University