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professional services coordinator implementation manager resume example with 11+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
Highly efficient and versatile individual with a strong work ethic; offering a vast background in internal operations, managing resources and customer records, staffing and managing projects, maintaining customer relationships, time and budget activities.  Accomplished at problem solving, working well under pressure (collaborating with many different types of personalities), in a fast-paced and challenging environment  - both as a leader, and in a team-spirited, focused effort.
Highlights
  • Multi-task management
  • Highly organized
  • Oracle R12
  • Salesforce/FinancialForce
  • Exceptional interpersonal skills
  • Resource Allocation
  • Exceptional interpersonal skills
  • Results-oriented
  • Creative problem solving
  • Meticulous attention to detail
  • Timeline management 
  • Client relations
  • Accounts payable/receivable
  • Customer needs assessment
Accomplishments
  • Supported roll out of a greenfield PSA system, served as a Subject Matter Expert for its development, and became one of its power users 
  • Documentation
    • Wrote and edited documents to keep staff informed on policies and procedures.
  • Doubled as a global Resource Manager while working as a Professional Services Project Coordinator, independently managing all SMB projects and reducing customer escalations by 75%
  • Assisted with developing new practices in a growing Professional Services department
  • Successfully oversaw 100 SMB projects simultaneously
  • Repeatedly received glowing feedback in Customer Satisfaction surveys
  • Enabled team to manage "packaged" implementations
  • Completed 100 adoptions yearly, serving as the Director of Operations for a 501-c3 feline rescue organization, managing up to 40 volunteers, while maintaining a full-time position with Coherence, Inc.
Experience
12/2016 to 10/2018 Professional Services Coordinator/Implementation Manager Performance Team | San Pedro, CA, Completely support Ops Manager for the planning and roll out of our new PSA system. Developed a streamlined task system to provide effective workflows for peers and created templates of my process that are now widely used.Created, oversaw, and updated policies, information, standards, and guidelines on a regular basis.Independently oversaw the planning, staffing, and implementation of Privileged Account Management and Vulnerability software solutions for 120 customers located across the world.Monitored project budget through the careful assessment of resource usage and task management.
Documented all hours and budget expenses.
Effectively handled the communications between in-house software team, clients, and stakeholders.
Ensured the immediate resolution of issues so that all project deliverables were met, as well as key milestones as defined by stakeholders.
Collected and distributed project materials at key points.
Served as operating system expert, providing technical and procedural support for entire department.
Onboarded new engineers, sub-contractors and found shadow opportunities for training purposesMaintained the calendars of a global team of engineers and sub-contractors and staffed projects all over the world with the appropriate resource.
11/2011 to 02/2015 Director of Operations Four Seasons Hotels Inc | Austin, TX, Created new operational guidelines for educating and training volunteers and fostersMentored, coached, and trained new team membersImplemented new processes where procedural inefficiencies were identifiedTracked medical care schedule and requirements for up to 50 animals at a timeAdditionally served as Volunteer Coordinator, managing the shelter work schedule for volunteers and animal placement with foster familiesRecruited and interviewed/screened potential volunteers and adoptive familiesPerformed home visits for each adoption to assess the level of safety in the environment and whether or not the family's and pet's needs alignedDeveloped marketing tools to increase visibility and boost adoption revenueServed as a link between corporate management at the adoption facility and organization volunteers by handling questions and concerns, implementing directives, and helping resolve work-related conflicts​​
07/2007 to 12/2016 Director of Finance Coherence, Inc | City, STATE, Maintained the delivery schedule for a team of sub-contractors working in the migration space.Tracked time and budget requirements in Excel, overseeing all financial data for multiple, simultaneous projects.Prepared and tracked detailed weekly project expense reports for multiple sub-contractors.Organized, tracked, and submitted project-related time and expenses for multiple sub-contractors into Oracle R12 weekly.Monitored and maintained each consultant's individual skill sets and strengths.Created and managed company purchase orders, reports, bills, and invoices.Paid vendor invoices and other company bills.Managed partner and vendor relationships.Assumed Accounts Payable and Accounts Receivable obligations.Trained and managed new employees; delegated employee responsibilities.Maintained Coherence participants' 401K portfolios.Interfaced with potential new clients.Reviewed and approved project-related documentation and contracts.Anticipated the needs of Coherence management and supported the Coherence President with everyday management duties or functions.
Education
Expected in High School Diploma | Crosby-Kennett High School, Conway, NH GPA:
Graduated with Honors
Expected in | Study of Liberal Arts New Hampshire Community Technical College, Laconia, NH GPA:
​Coursework in Ethics and Sociology
Expected in | Study of Liberal Arts Bucks County Community College, Newtown, PA GPA:
​Coursework in Communications and Psychology

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Resume Overview

School Attended

  • Crosby-Kennett High School
  • New Hampshire Community Technical College
  • Bucks County Community College

Job Titles Held:

  • Professional Services Coordinator/Implementation Manager
  • Director of Operations
  • Director of Finance

Degrees

  • High School Diploma

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