Description
AND SIGNIFICANT ACCOMPLISHMENTS PROFESSIONAL PROFILE Detail-oriented implementation specialist/project manager/account manager with over 15 years of increasing responsible and diverse experience in customer service related to product implementation, account performance, project management, and customer support. Effective and decisive leader in a fast paced result-oriented environment with a proven track record of maintaining, retaining and building strong customer relationship. Significant experience in working with teams, managing and monitoring customer contracts and schedules. Creative problem solver with recognized organizational skills. Troubleshooter with demonstrated ability to identify problems and implement solutions. CAREER ACHEIVEMENTS * Contributed in the development of Diebold's warehouse/shipping database design * Proficiently managed time lines changes to customer projects. Included accessing impact of changes on product, transportation and installation teams * Successfully handled escalations to installation teams, manufacturing teams and subcontractors * Executed processes to manage and monitor term and conditions of customer contracts and to install product on time and within budget * Recipient of a Diamond Award for Customer Satisfaction from one of the largest customers * Demonstrated the ability of assessing problem areas and offering recommendation resulting in increased of productivity and profitability * Communicated closely with customers to establish service quality expectation and standards * Facilitated communication between customer and 23 business teams * Instrumental in creating the Equipment/Service Standard Manual for Electronic Security Products * Developing team members driven to propel the ordinary to excellence through attention to detail and communication, resulting in accomplishments that surpass the industry performance standards * Compile, analyze and interpret performance matrix and provide service performance feedback to the 23 teams responsible for the success of the account FINANICAL ACHIEVMENTS * Captured service contact errors through analysis resulting in uncovering significant discrepancies consequently finding substantial amounts of recovered in revenues * Consistently delivered bottom-line results, accomplishing in exceeding corporate goals by 9% * Preformed contract audit and billed addition revenues outside of the customer contract resulting in further revenues of $1 million to $3 million per year
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