Project Manager bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation in high tech environments. Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects. Solid understanding of project management tools. The goal is to ensure long term employment with the opportunity for growth potential. Also work for a company where I can contribute with hard work and a positive attitude.
Skills
Database administration
Payroll and budgeting
Inspections
Assistance program knowledge
Customer support and assistance
Client meetings
Strategic thinker
Business Administration
CRM Software expertise
Well-trained in Sharepoint
DMS Software Expertise
Product development
Team development strategies
Performance metrics
Project Management
Research and facts collecting
Process evaluations
Training methods
Staff presentations
Requirements gathering
Team direction
Sales leadership development
Experience
06/2014 to 03/2021
Implementation Project Manager, Service Director, New HireEmd Millipore – Rocklin, CA,
Managed multiple projects weekly, engaged in development of team members in cross-functional environment to reach project success.
Worked regularly with Owners, General Managers, BDC Managers car dealerships to build customized CRM's for individual dealerships, also dealer groups of 5-20 dealerships in a group (Jim Ellis, Autonation, Harley Davidson, Ed Voyles, Eastern Shore, Prime).
Outlined work plans, assessed resources and determined timelines for projects.
Managed mutlipe accounts ranging from $500 - $2.8 million based on contract and group size.
Assisted in troubleshooting with dealerships and training new hires on how we approach dealers and products that we build on a daily basis.
Work with salesmen and trainers within our company so that they can have a smooth transition when going to train a dealer on products they’ve purchased.
Oversaw the design of the first service drive CRM as the first service director mangaing a team of 10. Assisted in building processes and spreadsheets used to gather and load information in the CRM service drive using excel spreadsheets.
Managed teams of ten or more building service processes that our trainers and reps use to gather repair order information to implement for respective dealerships.
10/2008 to 02/2014
Customer Care SupervisorNational Electronic Warranties/Asurion, Meridian – City, STATE,
Assisted costumers and team members with technical ande installations issues and concerns on mutilpe service levels such as: gamimg, audio/video, TV, laptops and tablets equipment.
Trained and mentored team members by way of 1x1 coaching’s, team meetings, email, y-cording etc. to promote productivity and accuracy.
Oversaw 20 subordinates to improve the overall quality service for protection plan customers.
Trained and developed new members with inperson and remote training sessions.
Upheld service levels above 95% for the call center.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Directed over 400 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
Implemented customer service process improvements to limit wait times.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Managed payroll through ADP for all staff in busy call center.
04/2006 to 01/2008
Customer Sales Representative/ ManagerPlanet AT&T – City, STATE,
Maintained professional network of potential clients and business opportunities.
Boosted team morale and overall sales volume by creating employee incentive sales contests.
Formalized sales process to enhance operations and promote acquisition of new customers.
Worked on the front lines as a sales rep to offer the best customer service possible.
Researched and capitalized on emerging opportunities to build business and expand customer base.
Assisted in any upselling of cellular phones, blue tooths, wireless air cards etc.
Kept overall inventory for multiple locations, worked with customers explaining billing, breaking down plans to where the average customer could understand the products they were purchasing, making their overall customer service experience as smooth of a transition as possible.
Generated sales by executing complete sales cycle process and break-even rate-tracking through contract negotiations and close.
Oversaw management and implementation of new revenue strategies, sales initiatives and customer engagement tactics to increase market share.
Tracked monthly sales to generate reports for business development planning.
04/2000 to 12/2001
Valet/Care GiverBaptist Hospital – City, STATE,
Maintained clean and well-organized environment for client happiness and safety.
Assisted others with wheelchair accessibility, making sure that anyone who needed assistance with mobility around the hospital received it. Developed relationships with patients to make their stay as comfortable as possible.
Aided with mobility and independence for disabled individuals and continually monitored safety.
Transferred patients to and from beds, chairs or wheelchairs using principles of body mechanics and equipment such as gait belts.
Monitored individuals to identify and address specific care needs.
Coordinated care with physicians and other healthcare professionals.
Improved patient outlook and daily living through compassionate care.
Education and Training
Expected in 01/2004
Bachelor of Arts: Sports Management, Physical Education & Recreation Delta State University - Cleveland, MS, GPA:
Expected in
: Business Administration, Physical Education & Recreation University of Central Florida - Orlando, FL, GPA:
Expected in 05/1999
High School Diploma: Woodham High School - Pensacola, FL, GPA:
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School Attended
Delta State University
University of Central Florida
Woodham High School
Job Titles Held:
Implementation Project Manager, Service Director, New Hire
