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ANDREA MICHELLE RICHARDS

7704 LA MANCHA WAY * SACRAMENTO, CA * 95823


(916) 224-7646 * ar4c06b4@westpost.net
LEADER*INNOVATOR*COMMUNICATOR*ENTHUSIATIC*EMPATHETIC*APPROACHABLE*PASSIONATE*CHA
MPION TO
CHANGE
PROFESSIONAL OBJECTIVE
A Project Manager position as a client manager focusing on internal and external
organizational solutions and project management theories which result in consum
er satisfaction and improving corporate strategies.
PROFESSIONAL HISTORY
SPRINT 1998 - CURRENT
Project Manager
* Provides facilitative leadership to a diverse team responsible for the design,
engineering and implementation of highly complex integrated product/network sol
utions with overall function of providing 100% customer satisfaction for custome
rs.
* Met quality assurance, customer satisfaction, issue resolution, and churn goal
s for 6 months consecutive.
* Serves as single point of contact to several public and private sector busines
s consumers managing over 3,500 subscriptions, ownership and accountability for
customer lifecycle support, post sales, provisioning, training.
* Instrumental in all billing and post-sales activities and on-site deployments.
Makes monthly billing recommendations for industry which supports better servic
e, usage and financial savings upwards of 25%.
* Performs account maintenance, responsible for tier one and some tier two troub
leshooting.
* Partners with Sales and Account Management, vendors, and other internal/extern
al organizations to develop service solutions, cross-sell/up-sell that drive cus
tomer loyalty, anticipate needs and create solutions for the customer's changing
demands.
* Facilitates as ad-hoc as additional point of contact in other areas for small
and large, complex customers with complete ownership and accountability for matr
ix management of the customer lifecycle, from customer acquisition through billi
ng activation across the product portfolio.
* Active in weekly team meetings which discuss strategic objectives regarding en
terprise changes and/or direction with private or public sector accounts.
Senior Escalation Analyst
* Worked directly with Managers, Supervisors, Billing Auditors, Billing Analysts
and Executive Services to prevent customers from escalating to the Corporate Ex
ecutive Office.
* Resolved complex escalated situations, providing constructive win-wins with be
nefits of reducing escalations by 50% in one year.
* Communication's Liaison - discussed weekly strategic corporate objectives with
Communication's Manager and communicated short and long term objectives at week
ly team briefs.
* Lead team of 20 representatives to quality ratings over 90% for 6 months conse
cutively.
* Provided individual and group setting feedback by coaching employees on call p
rocesses, progressive issues resolution, proper etiquette delivery, and retentio
n techniques for customer retainment.
* Supported Resource Management Department by compiling data on network issues t
o resolve system issues, perform updates and avert technical issues to achieve g
reater working capacity.
* Proposed a plan for strategic care enterprise to save over 5 million dollars b
y focusing on quality oriented service.
Subject Matter Expert
* Assisted supervisors/managers with management of daily activities over a group
of 300 representatives that handled inbound telephone calls and/or Internet and
e-mail correspondence in a client retention queue.
* Participated in quarterly Champion for Change round table meetings to improve
quality strategic objectives to make regain JD Powers Award.
* Responsible for adhering and meeting over 90% monthly metrics in conformance,
customer contacts, and customer retention offers.
* Maintained 100% of monthly fraud compliance to secure good standing for 36 con
secutive months.
* Documented and recommended areas needing improvement with the objective of pro
viding better service.
* Aided supervisors in documenting employee development in monthly evaluations a
nd yearly performance reviews.
* Coached, trained and mentored representatives and SME's to improve consistency
on business processes and procedures.
Customer Service Representative
* Established new accounts provided billing information, marketed new services,
products, and equipment.
* Managed over 500 customer inquires a month to ensure customer requests were ha
ndled accurately and effectively.
* Awarded in top 15 sales associates for 1999 and 2000.
SELECTED CERTIFICATES AND ACCOMPLISHMENTS
* Senior Training Development - Understanding Diversity.
* Certificate of Excellence in Project Management in Sprint Locale Resale.
* Sprint Operation Project Committee - IBM Contract.
* Power to Perform - exceptional quality service for private and public sector b
usiness.
* Sprint Emergency and Disaster Response Team.
* School Site Council Advisory Committee.
EDUCATIONAL BACKGROUND
2010 Sacramento State University Continuing Education
Project Management Certification Sacramento, CA
2010 University of Phoenix - Business Management
Administration Cumulative GPA 3.67 Elk Grove, CA
2001 California State Real Estate License Sacramento, CA
REVIEW OF QUALIFICATIONS
Highly motivated, creative, innovative and versatile manager with over 12 years
progression of expertise in sales, customer service, escalation, and project man
agement experience. Continual commitment to understanding team and organizationa
l cultural through communication, meeting deadlines, maximizing results. Excelle
nt management and negotiation skills. Seeking a challenging management position
in a productive diverse environment that promotes commitment to highest level of
professional and personal excellence.
A.Richards Resume

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