Charlene Moore, PMP

Experience

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  Dell, Inc.

  Jan 2004 - Jan 2007

  Senior Service Account Manager / Customer Success Manager

  Service Escalation Management for large corporate accounts. Engaged appropriate resources to meet service metrics and increase customer satisfaction. Recognized Group Leader and SME among co-workers. Provide coaching and direction. Coordinated large field service-related projects. Track administrative processes.  Manage vendor relationships. Guide customers in use of online solutions.  Effectively obtain and allocate resources to resolve service delivery challenges.  Performed follow-up to ensure customer satisfaction after expediting service escalations. Approach challenges with a sense of urgency. Show less

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  Dell, Inc.

  Jan 2008 - Jan 2014

  Customer Quality Manager / Project Manager

  Support the delivery of a world-class customer experience that results in increasing profitable business. Implement Total Quality Programs to reduce escalations and increase customer satisfaction. Identify and address systemic personal computer hardware failure trends and service levels. Saved $585K+ yearly by negotiating project scopes. Worked high number of cases (150+ /yearly) and closed them within metric goals. Presented three to five quality reviews per month to customer managers and executives. Global reporting of quality, sales, and service level reports. Led progress/status meetings.  Led cross-functional teams for proactive projects. Compiled and analyzed data. Assess risk. Evaluate analysis and translate into solutions. Evaluated data so that informed decisions were made regarding tactical and strategic engagements. Show less

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  TEKsystems

  Jan 2015 - Jan 2016

  Dell Project Manager | Project Coordinator

  Dell GCFA Project Manager/Coordinator.  Managed and executed end-to-end customer-facing Customer Field Action quality projects and programs to help our customers mitigate quality and functional issues.  Support of Client, Mobile, Enterprise and Cloud-based products.  Communication skills to set/manage stakeholder expectations. Review deliverables and milestones. Accountable for organizing/tracking projects regarding scope, cost/budget, scheduling/timeline, material allocations, vendor/partner negotiations, dispatching, asset recovery, manage logistics, coordinate with shipping carriers, escalation management. Show less

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  Commemorative Air Force

  Jan 2017 - Apr 2024

  Community Volunteer - Experienced Project Manager

  Support Veteran organizations. Provide customer-facing support in roles of Marketing and Sales. Provide customer service phone support. Promote education of organization mission. Event coordinator team leader.

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  Experienced Project Manager with Customer Service Skills

  Mar 2018 - Jun 2018

  My Relevant Skills are Available for New Opportunities

  * Certified PMP. Earning plenty of PDUs to maintain my Certification. * Studied Agile methodologies such as Scrum, Kanban, Lean, etc.; including roles of Scrum Master and Product Owner. * Studying for ITIL Foundations certification.* Greatly experienced in Account Management, Customer Service, Operations, Process Improvement, Escalation Management, Project Leadership and Execution.* Proficient in Microsoft Office (Word, PowerPoint, Outlook, Visio, Excel (pivot tables, formulas, charts))* Social Media Advocate Show less

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  Tata Consultancy Services

  Jul 2018 - Apr 2024

  Team Lead/Service Desk Specialist/QA Project Auditor

  Tata Consultancy Services is an IT services, consulting and business solutions organization that partners with many of the world’s largest businesses in their transformation journeys. A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries.TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. Currently providing project support on behalf of Google/YouTube TV. Career progression includes:● 2023 - Manager/Team Lead of the VOD Service Desk● 2022 - Data analyst/metrics; process improvements; SLAs● 2020 - Video-on-Demand workflow specialist; resolve network partner's VOD issues● 2019 - Real-time auditing and Quality Assurance of team's work on program schedules adjustments● 2018 - Real-time schedule monitoring of YouTube TV; authored multiple Process Manual documents Show less

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  City of Pflugerville, Texas

  Apr 2024 - Sept 2024

  Customer Service Coordinator (temp)

  Process Improvement Project Management