Project Manager

• Mar 2020 - Present

Customer Care Specialist

• Jul 2013 - Mar 2020

Respond to all customer inquiries and requests for products, services, information and assistance in an accurate and timely manner. Ensure immediate and professional assistance to all incoming and outbound calls by determining the correct and expeditious course of action including escalation to Customer Advocacy when appropriate. Key Accomplishments Handle all inbound customer inquiries into the CAC including but not limited to the following: Roadside Assistance, Product/Service inquires, Survey questions, Sales and Technical Literature inquiries, European Delivery, Re-call, Manufacturer and Extended Limited Warranty, Prepaid Maintenance questions, etc. Provide pertinent information while clarifying services offered under various programs. Accurately document and update customer/vehicle information in C1C, Telematics, and other CAC information systems, ensuring complete recording of customer contact with corrections/updates as required. Based on customer inquiry, determine if question/concern necessitates escalation to Customer Advocacy for further review. Interact with dealer personnel in order to resolve customer concerns, follow up on roadside pages, etc. Clarify procedures, inventory availability, order status, and other related follow up on customer vehicles for refunds and order issues. Assist in training of new employees and host guests to CAC with position overview and customer handling procedures as needed.

Assistant to the APM/ Program Specialist

• 2008 - 2011

Assistant to APM / Program Specialist (2008 – 2011)Utilized broad scope of industry knowledge to provide administrative and programmatic support to Program Manager of the U.S. Forces - Iraq (USF-I) and Joint Network Control Center - Afghanistan (JNCC-A) programs, including assisting with all technical and administrative duties for project leaders, technicians, and government representatives. Played a vital role in supporting Network Operations Center teams while interfacing among CONUS customers to address critical issues and assist in identifying and resolving equipment performance problems with technical teams and government personnel. Communicated with customers, government teams, U.S. military, contractors, subcontractors, and corporate personnel on technical and administrative matters. Handled all project scheduling, financial control, briefings, and graphic presentations.Key AccomplishmentsMaximized efficiency by preparing weekly and monthly corporate / government task status reports.Coordinated direct support project personnel, including handling project management reviews and managing suspense of program deliverables, as well as drafting, cataloguing, and updating documents.

Operations Manager MMCS VTC

• 2004 - 2010

Strategically steered operations encompassing secure data carried out in compliance with policies, procedures, and regulations, including coordinating and planning scheduling with vendors and remote locations. Established application of policies, procedures, and regulations for all aspects of SVTC / UVTC connectivity among local and / or remote sites. Developed project documentation via Visio organizational charts, Word documents, Adobe PDFs, and Excel worksheets, and created charts to visualize usage of up / down times for VTC network programs. Performed monthly OTAR key transfers for equipment, including maintaining equipment and upgrading software. Processed CECOM SIPRNET applications for local PM DCATS and remote MMCS sites, AMC customers, and DOIM SIPR office, and completed COMSEC re-key for remote MMCS sites via Secure Telephone Equipment in coordination with DTD.Key AccomplishmentsProactively created and updated all NOC operating policies and procedures.Created procedures for Secure and Non-Secure video conferencing and protocols.Oversaw monthly files maintenance for 47 remote locations and conducted semi-annual inventory of 100+ COMSEC items, including ensuring all items were represented on reports reflected for actual locations.Successfully liaised between NOC techs and DVS DISN Bridge, and served as integral contact between NOC upper management, DISN, customers, government, military contractors, and subcontractors.

Supervisor/ Help Desk

• 2000 - 2004

Applied strong leadership talents toward directing DSN telecommunications centers, including overseeing customer-focused local nationals who served as main telephone operators for two U.S.-led military bases and smaller U.S. bases in Southern Kosovo. Maximized resources to meet and / or exceed organizational goals by planning and prioritizing cost-effective workflow. Improved customer service by analyzing problems and providing high-quality assistance, along with ensuring appropriate facilities and securities procedures for a comprehensive 24 / 7 Network Operations Center. Key Accomplishments Effectively planned, coordinated, and directed project teams and handled all materials reporting. Optimized operations by identifying, tracking, and closing out trouble tickets for timely turnaround. Spearheaded implementation of proven methodologies and principles to ensure seamless operations.

Linguist

• 1999 - 2000

Expertly completed clear and concise written and oral translations of English and Albanian languages for Military Intelligence Special Agents, including facilitating meetings and handling liaison functions between personnel, host national counterparts, and local population, as well as delivering advisement on sourcing initiatives and historical views. Key Accomplishments Produced idiomatic translations of technical / non-technical materials using correct syntax and speech. Expertly completed clear and concise written and oral translations of English and Albanian languages for Military Intelligence Special Agents, including facilitating meetings and handling liaison functions between personnel, host national counterparts, and local population, as well as delivering advisement on sourcing initiatives and historical views. Key Accomplishments Produced idiomatic translations of technical / non-technical materials using correct syntax and speech.