Tiera Wise
Apopka,FL
Summary
Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project. Driven and skilled with over 6 years of experience in project management and coordinator work.
Able to multi-task and write and read clearly. Works well with others in a team setting or capable to of taking leadership position. Organized, reliable, self-motivated and a problem solver. Manages projects effectively.
Overview
15
15
years of professional experience
Work History
Customer Relations Supervisor
Everest Ice & Water
2023.09 - Current
- Served as a liaison between customers and internal departments to facilitate prompt resolution of complex issues or inquiries.
- Maintained high levels of accuracy in documentation management while ensuring compliance with industry regulations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created customer support strategies to increase customer retention.
- Educated customers about billing, payment processing and support policies and procedures.
- Completed opening and closing functions to meet operational needs.
- Worked with clients to address and respond to client and partnership management issues.
- Cross-trained and backed up other customer service managers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Business Support Administrator
Everest Ice & Water
2023.05 - 2023.09
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Reduced operational costs through effective budget management and resource allocation.
- Enhanced team productivity by developing and maintaining comprehensive scheduling systems.
- Improved communication within the department, facilitating regular meetings and team updates.
- Collaborated cross-functionally with diverse teams to achieve shared objectives in a timely manner.
- Facilitated brainstorming sessions for creative problem-solving, leading to successful project outcomes.
- Participated in ongoing professional development opportunities to expand technical knowledge base.
Onboarding Coordinator
Everest ice and water
2022.05 - 2023.05
- Finalizing sales documents for new customers.
- Maintaining the customer database and updating the production stages the customer is in.
- Communicating with other departments to ensure new customer has the proper training documents.
- Scheduling and coordinating the successful shipment of finished goods to the customer.
- Evaluate the onboarding and training process of new customers and assist them in the comprehension of processes and schedules as needed.
- Following up with customers on their onboarding experience.
- Trained new hires in technology required to access company systems and complete job tasks.
- Wrote surveys, course material and handbooks for different onboarding needs.
Order Management Analyst II
Spectrum Commutations
2016.01 - 2018.06
- Fielded incoming calls and emails from customers and sales representatives and verified clear and complete communication among involved parties.
- Managed intercompany material transfers across program repair facilities, and monitored through pick, inspect, pack and ship processes.
- Processed orders and entered into sales force program for tracking, maintaining, monitoring and reporting.
- Led valuation, due diligence and contracting as part of process.
Sales Support Coordinator II
Spectrum Commutations
2015.08 - 2016.01
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.
- De-escalated irate customers with communication skills and sales expertise.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
Customer Service Rep
Spectrum Commutations
2014.08 - 2015.08
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
System Analyst II
Verizon
2012.07 - 2014.07
- Developed solutions by preparing and evaluating alternative workflow options.
- Troubleshot and resolved problems with programs and systems.
- Coordinated installation of updated computer programs and systems.
- Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits.
Office Assistant
St. Louis Community College
2008.09 - 2010.05
- Answered phone calls and welcomed visitors to office.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Maintained business records by updating customer information.
- Collected and coded various documents to prepare for filing, storage and processing.
- Delivered messages and ran errands.
Education
Some College (No Degree) -
St.Louis Community College
St. Louis, MONo Degree - Project Management
Project Management Academy
Orlando, FL02.2024
High School Diploma -
Harrisburg High School
Harrisburg, PA06.2007
Skills
- Outlook
- Budget
- Microsoft Project
- Scheduling
- Customer Service
- Microsoft Word
- Microsoft SharePoint
- Order Management System
- Sales Support
- Jira
- Order Entry
- Process Improvement
- Business Analysis
- Google drive
- Quick books
- Documentation and Reporting
- Verbal and Written Communication
- Project Management
- Budget Management
- Customer Relationship Management
- Complex Problem Solving
- Detail Oriented
- Microsoft Office Suite Expert
- Staff Training and Mentoring
- Project Scope
- Conflict Management
- Risk Management
- Permit Processing
- Document Management
- Client Relations
- Contract Development
- Quality Assurance and Control
- Professional telephone demeanor
- Work Prioritization
- Customer Retention Strategies
- Customer Relationship Management (CRM)
Timeline
Customer Relations Supervisor
Everest Ice & Water
2023.09 - Current
Business Support Administrator
Everest Ice & Water
2023.05 - 2023.09
Onboarding Coordinator
Everest ice and water
2022.05 - 2023.05
Order Management Analyst II
Spectrum Commutations
2016.01 - 2018.06
Sales Support Coordinator II
Spectrum Commutations
2015.08 - 2016.01
Customer Service Rep
Spectrum Commutations
2014.08 - 2015.08
System Analyst II
Verizon
2012.07 - 2014.07
Office Assistant
St. Louis Community College
2008.09 - 2010.05
Some College (No Degree) -
St.Louis Community College
No Degree - Project Management
Project Management Academy
High School Diploma -
Harrisburg High School
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