Marlene Pasion-Jedrzejczyk Email & Phone Number

West Coast

Assist Director of Installation Services with the management of all phases of retail fixture and millwork installations nationwide for a Philadelphia based retail manufacturing and project management company. Coordinate and manage installation projects. Hire, train, and coach Subcontractors to ensure professional workmanship and a high-quality installation is delivered on time and within budget. Document, update, forward planning in anticipation of issues, maintain information relating to projects, and resolve non-routine issues.

Las Vegas, Nevada Area

Utilized strong excel skills to compile, analyze, and report service level data. Developed, maintained, and ensured accuracy of daily field service labor forecast reports. Assisted with managing the call volume for Communications Center. Performed trend analysis; analyzing past trends to forecast future volume to determine staffing levels and schedule off-phone activities. Provided management with recommendations based on customer demand, and service goals. Identified areas of concern and provided possible solutions. Maintained reports and workforce management tools.● Exceeded the company standard of a 3-day customer resolution time to 1/2 day resolution time by careful and accurate resource allocation.● Provided data to leadership; identifying and highlighting trends, recommended resource allocation to meet market demands and maintain volume forecasts.● Provided Communications Center Leadership with recommendations on staffing levels to meet call volume and service level goals.● Assisted with developing work schedules and shift bids, creation and implementation of new scheduling strategies. ● Identified areas of process improvement, facilitated, and implemented best practices to streamline processes, improving productivity in the Communications Center.● Developed and managed a tool automating the time-off request process for Field Service Supervisors to notify the WFM team of events that affect capacity. This tool eliminated miscommunication that directly affected our service level capacity, as well as identifying any trends that negatively impacted the workforce. ● Collaborated with multiple departments to create SharePoint sites streamlining their communication, workflow, and resolution times.● Collaborated with 3rd party developers on multiple projects; assisted in the launch of new applications and tools, participated in User Acceptance Testing (UAT), provided training and support to end-users.

Collaborated with various departments and vendors to provide high-level assistance and resolution for accounts that required supervisory attention.• Assisted technicians with Tier 1 troubleshooting on Voice Over IP (VOIP) installations. • Partnered with the regional operations center for Tier 2 resolution and network issues.• Assisted with implementing the Cox Digital Telephone helpdesk for a successful launch of new VOIP telephony service.

• Assisted cable technicians with troubleshooting and completing installation and service call work orders. Created additional work orders when required.• Performed quality check on the work orders and accounts to ensure accuracy, thus preventing unnecessary truck rolls.• Composed a report capturing work order errors, and partnered with customer service personnel to provide feedback on errors.

• Assisted cable subscribers with setting up new service and making changes to existing service.• Answered billing questions and assisted with payment needs.• Provided troubleshooting to resolve service problems and created service calls when unable to resolve over the phone.• Recognized as top sales representative in high-speed data service upgrades.

Certificate Of Acheivement, Computer Information Technology - Database Emphasis

Associate Of Applied Science, Computing And Information Technology

Education record