Santana Mitchell
Atlanta,GA
Summary
Accomplished SR. Project Planner with a proven track record at Source Support LLC, enhancing project efficiency through expert scheduling and cost control. Skilled in Project Management and Excellent Communication, I excel in fast-paced environments, demonstrating adaptability and a commitment to continuous improvement. My approach has consistently resulted in heightened customer satisfaction and streamlined processes.
Overview
9
9
years of professional experience
Work History
SR. Project Planner
Source Support Llc
07.2022 - Current
Key Responsibilities
- Quickly & efficiently responding to customer/partner requests for technical support for scheduling Source Field Engineers
- Monitoring all inbound communications to ensure that all channels (phone, email & console) are handled promptly & that none are missed
- Prepare and present regular internal and external project reports for management.
- Projecting a professional, can-do attitude in all written & verbal communications
- Adhering to established procedures & protocols to ensure superior customer satisfaction
- Delivering responsiveness & integrity in all customer communications
- Accurately documenting, tracking & monitoring cases to ensure timely resolution
- Seeking aid & help from SOC staff as needed
- Escalating to SOC management and partners per established procedures
- Working with the SOC to accomplish assigned goals & objectives
- Actively participating in the shift rotation including weekends, after hours & holidays as needed
- Performing other duties and projects as assigned
- Working in Partners CRM tool to provide case updates
- Working knowledge of Office 365 (Outlook & Excel, in particular)
- Can-do attitude paired with ability & desire to quickly learn new processes and technologies
- Case management experience in Salesforce Service Cloud preferred
- Dedication and focus on customer satisfaction and follow-through
- Strong phone presence coupled with outstanding customer service skills
- Ability to multi-task & thrive in fast-paced environment
- Patience in dealing with stress and challenging situations
- Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
- Excellent teamwork aptitude and skills
- Strict attention to detail especially in following case process documentation
- Good writing skills to create relevant, succinct case notes
- Strong computer skills including typing accurately while on the phone to capture required case information
- Organized with demonstrated ability to work independently, take initiative and solve problems
- Manage all internal & external interactions in a professional and courteous manner
- Maintained accurate documentation of all projects, enabling efficient tracking and reporting of progress.
- Improved project efficiency by streamlining processes and implementing time-saving strategies.
CSR
Equifax
01.2022 - 06.2022
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- I am responsible for providing inbound and outbound Phone
support to our customers on our products and
services,
maintaining a high level of customer service when
providing training support and advice to the customer.
CRM software collecting data and retrieving Skills
customer accounts.
Verify customers identity through idology software.
Obtain credit credit reports and file cases through Excellent
CRM system.
Review credit alerts/lock credit reports
Inventory Specialist
DCI Inc. Llc
01.2019 - 01.2022
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
- Provided excellent customer service by quickly responding to inquiries and resolving concerns related to inventory availability or shipment status.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
- Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
Dispatcher
Ackerman Security Systems
02.2016 - 01.2019
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
Education
Bachelor of Science - Medical Coding And Billing
Grantham University
Lenexa, KS12.2024
No Degree - Project Management Methodologies
Insperity
Lawrenceville,GA06.2024
High School Diploma -
Albany High School
Albany, GA08.2005
Skills
- Project Scheduling
- Cost Estimation
- Documentation Management
- Scope Definition
- Documentation And Reporting
- Cost Control
- Meeting facilitation
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Team Leadership
- Creative Thinking
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Detail Oriented
- Relationship Building
- Task Prioritization
- Work Planning and Prioritization
- Self Motivation
- Interpersonal Skills
- Conflict Resolution
- Goal Setting
- Professionalism
- Staff Management
- Interpersonal Communication
- Continuous Improvement
- Adaptability
- Written Communication
- Quality Assurance
- Project Management
Timeline
SR. Project Planner
Source Support Llc
07.2022 - Current
CSR
Equifax
01.2022 - 06.2022
Inventory Specialist
DCI Inc. Llc
01.2019 - 01.2022
Dispatcher
Ackerman Security Systems
02.2016 - 01.2019
Bachelor of Science - Medical Coding And Billing
Grantham University
No Degree - Project Management Methodologies
Insperity
High School Diploma -
Albany High School
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