Professional Project Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs. Reliable employee. Offering excellent communication and good judgment. Hardworking and passionate, ready to help team achieve company goals.
Overview
9
9
years of professional experience
Work History
Project Specialist
Coresential
Tampa, FL
01.2017 - Current
Create quotes for pricing and build estimates for special items by gathering information and analyzing material and job costing.
Consistently demonstrated superior customer service by combining system knowledge, sales, product and problem solving skills to exceed customer expectations.
Possessed strong numerical skills and has an analytical mindset.
Built estimate and special job quotes at a level that kept products competitive and maximize profit.
Work together with multiple departments as needed to ensure accurate quotes and lead times.
Follow up on quotations and modify quotes as needed
Cover department as needed when someone was on leave. (i.e. processing orders, answering phone calls, quick price and availability check… etc.)
Able to multitask to meet deadlines
Crete submittals for job bidding.
Other duties as assigned
Customer Service Manager
Krush Communications / Aggregato Global
Tampa, FL
01.2013 - 09.2016
Stabilization of the bilingual customer service teams by performance managing non-performing staff out, hiring new staff with the right credentials, setting procedures and guidelines for all areas within customer service.
Development of tools such as POS knowledge base, cheat sheets, training programs and training documents in both English and Spanish
Set and monitor SLA Targets and objects and ensure that we are clearly communicated and achieved
Monitor trends based on calls, issues, queries, and make recommendations on how to improve the quality of service as well as reducing repeat contacts
Monitor and lead call center(s) performance through various statistical and reporting methodologies
Management of the outsourcing of the call centers to Manila and Dominican Republic
Management and development of employee performance programs
Market research programs to seek feedback on sales and after sales service
Enhance customer satisfaction
Ensure that quality standards and targets are in place and clearly communicated; implement and monitor then to ensure they are achieved
Set up and management of external call centers in Manila & Dominican republic
Education
High School Diploma -
Sierra High School
San Bernardino, CA
06.2006
Skills
Bilingual
Call Center Management
Project Specialist
Policy/procedure development/improvement
Team building/ staff training/ development
Customer Relations
Languages
Spanish
Native or Bilingual
References
Jayne Bennet
Aggregato Global
Cell: +61410 222 555
Email: bennet.jayne@gmail.com