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Project Manager with 5 years of experience in IT and software development
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Competencies
Overseeing project planning, execution, and delivery within IT and software development domains.
Facilitating stakeholder meetings and team collaboration throughout project lifecycles.
Implementing Scrum and Kanban techniques to improve development workflows.
Preparing detailed project reports and maintaining comprehensive documentation.
Education
Summary
A dedicated professional with a proven track record in managing IT projects, ensuring on-time delivery, and fostering team collaboration.
Key Achievements
- Led multiple software development projects from conception to deployment.
- Coordinated cross-functional teams to improve project delivery timelines.
- Managed stakeholder communications and project documentation efficiently.
Experience
Sales & Customer Service Agent
Provide expert assistance with hotel, timeshare, and cruise ship reservations for members and clients., Handle inbound and outbound sales calls, offering personalized vacation planning and reservation services., Consistently meet or exceed sales targets while delivering high levels of customer satisfaction., Work in a fast-paced environment requiring attention to detail, effective communication, and strong problem-solving skills.
Customer Success Agent
Resolved escalations with customers that would want to leave the company., Provided solutions and offered customers options to build loyalty and increase retention., De-escalated high-tension situations and maintained professionalism throughout., Calculated early termination fees and provided clear contract-related information.
Escalated Support Agent
Handled high-level support cases and ensured timely resolutions for sensitive customer issues., Collaborated with team members to develop and implement best practices across the department., Maintained customer satisfaction through professional communication and issue ownership.
Customer Service Representative
Provided expert-level assistance with mobile plans, billing, and troubleshooting., Handled high call volume while maintaining strong service ratings and empathy-driven support.
Customer Service / Collections / Retention
Provided account support, billing assistance, and retention-focused negotiation., Successfully handled sensitive collection cases while maintaining high-quality service., Built rapport with customers to improve satisfaction and minimize churn.
Customer Service Representative
Answered inquiries regarding services and guided customers through purchase decisions., Promoted additional products to increase sales and customer value.