senior project manager resume example with 20+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Over 12 years’ experience in Project Management
Over 10 years’ experience in Customer Service Management, and Customer Support with advanced skill set in account maintenance, problem-solving, trouble-shooting, sales staff support, and planning/implementing departmental procedures
Customer Support quality control experience with direct involvement in process controls to discover the root cause of problems and eliminate them from future occurrences
Proficient computer skills
Excellent working knowledge of Microsoft Power Point, Microsoft Word, Microsoft Excel, Outlook, Project and Ethernet Networks
Ability to train and motivate, supervise, and manage people
Work well independently and as part of a team
Recognize that customer satisfaction is the key to a successful business
Commitment to excellence, and a dependable professional
Experienced with processing payroll, maintaining budgets, and managing accurate inventories
Provided extraordinary customer service to a customer base that exceeded 10,000 accounts
Ability to develop and build strong business relationships
Ability to read customers stance over the phone, and recognize that tone is extremely important when working with customers
Received multiple letters of praise from customers, most of which were sent directly to the company owner
Able to manage merchandise and successfully developed point of sale item displays
Maintain quality control, constantly seeking new ways to improve customer service, and out performing competitors
Drove an increase in customer base due to exceptional customer service compared to local competitors
Increased Annual Gross Margin by 6% in calendar one year
Senior Project Manager bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation of medical software. Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects with budgets up to $1 Million. Solid understanding of project management tools. Project Management Professional and certified in Agile methodology.
Skills
Relationship building and management
Organized
Accountable
Problem solving
Project goals and milestones
Client service-driven
Effective customer communication
Customer service
Issue and conflict resolution
People skills
Coordination
Systems and automation applications
Contract development and management
MS Office
Experience
04/2008 to CurrentSenior Project ManagerPbk Architects | Rancho Cucamonga, CA,
Participated in installation, implementation and rollout of medical software to 1 provider to 600 + providers, FQHC, Government funded, Charities and specialty contracts.
Implemented specialty contracts and relationship management with the National Football League and Sea World.
Evaluated, determined and delegated tasks to staff based on client needs, capacity planning and project-specific initiatives.
Defined project plans and timelines, managed workflow and personnel and achieved completion deadlines on or before schedule.
Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
Collaborated with cross-functional teams to draft project schedules and plans to deliver individualized customer solutions.
Collaborated with various departments to improve communication
Liaised with key stakeholders to obtain details on project scope, component requirements and duration restrictions.
Created and monitored the schedule of all identified resources, ensuring the cost and time utilization are maintained according to the project plan.
Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
Achieved client loyalty through quality, productivity, service and proactive management.
02/2004 to 04/2008Store ManagerJ&P Cycles | Taylor, MI,
Reconciled daily cash variance reports, tracking overages and shortages through compilation of summary reports and comparing against past variances to isolate and address possible causes.
Ordered and managed over $10,000 in inventory every month.
Managed cash register operations using POS system, including processing sales and returns.
Processed payments and maintained accurate drawers to meet financial targets.
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Maintained current store, product and promotional knowledge to drive consistent sales.
Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
Engaged shoppers, providing assistance and information on merchandise and product features.
Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment.
12/1996 to 02/2004Customer Service ManagerCompass Group Usa Inc | Columbus, GA,
Worked with 31 sales professionals covering all New England states, responsible for service support, opening new accounts, problem solving, and providing outstanding customer service.
Quickly and effectively solved customer challenges in a high volume, high stress environment.
Managed 7 customer service representatives, provided annual reviews, maintained employee incentive programs, hiring and training of all employees.
Implemented organizational policies and procedures to improve operations of customer service, resulting in customer service excellence.
Motivated employees to achieve personal and corporate goals.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Worked with Leadership Team to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Education and Training
Expected in 12/2003 to to Associate of Arts | Business ManagementWestern International University, Tempe, AZGPA:
Accomplishments
Letter of praise 2020
Letter of praise 2018
EClinicalWorks Employee of the year 2016
R.G Shakour Inc., Employee of the Month 2002
Certifications
Fred Pryor Seminars, How to Supervise People
Skill Path Seminars, Conflict Management skills for Women
Nexxus Professional Beauty Products, Exxsell, Selling Skills Program
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