CASSANDRA Y. WATTS

**** ****** **** *****

Jonesboro, Georgia 30238

770-***-****

ables4@r.postjobfree.com

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Career objective

Highly motivated and energetic Project Manager seeking a position in a

company where I can offer my knowledge, experience and educational training

towards the future growth and success of the company.

AREAS OF EXPERTISE

. End-to-End Project Management . Multi-Project Operation .

Productivity and Efficiency Improvement

. Project Planning/Execution . Decision Making .

Leadership Development and Training

. Documentation . Office Administration .

Verbal and Written Communications

. Advanced use of Microsoft Office . Spreadsheets .

Forms and Report Creation

. Customer Service . Root Cause Analysis .

Problem Solving

. LAN and WAN Networks . Router and Switch Configurations .

Strategic Planning/Leadership

PROFESSIONAL EXPERIENCE

DHL Express - Atlanta, GA 1995 - 2008

Global logistic provider for residential and commercial customers

Area Field Retention Manager / Project Manager - Atlanta, Georgia

2006 - 2008

. Managed project teams to successfully introduce new products,

implement processes and procedures, and resolve company-wide

issues and escalations.

. Involved in all aspects of initiating, project planning,

executing, monitoring and control and project closure.

. Identified inefficient processes and procedures and created new

ones with a more efficient process flow.

. Provided project recommendations to stakeholders and customers

on the best course of action to stabilize and retain national

account business.

. Evaluated the effectiveness of all implemented corrective

actions to ensure all account projects were successfully

retained.

. Communicated project status and resolved project issues and

constraints.

. Generated weekly scorecards on project milestones.

. Held progress meetings with stakeholders and executive

management on the retention status and success of all projects

in the pipeline.

. Managed project resources with results in a 98% retention

success rate.

Customer Retention Manager - Atlanta, GA

2005 - 2006

. Managed a cross-functional team of 7-14 field retention

specialists to retain all national account customers at risk of

pulling business.

. Performed all administrative functions such as processing

employee's evaluations, human resources paperwork, procurement

and facilities management.

. Developed high level reports for executive management as well as

prepared team performance evaluations.

Supervisor of Customer Retention - Atlanta, GA

2003 - 2005

. Facilitated conflict resolution amongst employees using conflict

resolution techniques.

. Responsible for the resolution of all customer service

complaints escalated from the Office of the President.

. Mentored, coached and trained employees to increase self-

confidence and to successfully trouble-shoot the root cause of

an escalation.

Executive Assistant to the District Field Service Manager - Atlanta,

GA 2001 - 2003

. Conducted station audits throughout the southeast region to

ensure each were within service compliance.

. Handled all administrative functions such as station reviews,

human resources paperwork, created station memos, forms and

templates for regional use.

. Resolved all complaints escalated to the district and regional

level.

Customer Service Representative - Atlanta, GA

1995 - 2001

. Answered customers' inquiries in a call setting environment.

. Performed root cause analysis, identified data trends and

generated service performance reports to successfully identify

root cause and implement corrective action to resolve customer

complaints.

COMCAST- Atlanta, GA

1998 - 2000

Customer Service Representative (Cable Sector)

. Responsible for handling all inbound calls from customers who were

experiencing problems with cable or network connectivity.

. Performed all customer service functions such as educating customers

on the products and services that were available to their areas,

researched and trouble-shooted all escalated issues and processed all

forms of billing payments.

SOFTWARE SKILLS

Microsoft Office, Access, Excel, Word, PowerPoint, Publisher, Word

Processing, Microsoft Project

Outlook, Visio, ARC's Billing System, CISCO, HyperTerminal, Putty, Windows

2008 Server

PROFESSIONAL DEVELOPMENT

Intro to Microcomputers, Program Design and Developments, Computer

Concepts, Operating System Concepts,

Implementing Microsoft Windows Professional, Implementing Microsoft Windows

2008 Server,

Intro to LAN and WAN, Intro to WAN's and Routing

EDUCATION and CERTIFICATIONS

Seeking Certification in Computer Networking, Southern Crescent Technical

College, Griffin, GA

Certificate for Project Management Professionals, Southern Polytechnic,

Marietta, GA

Certificate for Paralegal, National Center of Paralegal Training - Atlanta,

GA

B.A., Business Management and Finance, University of West Georgia -

Carrollton, GA

**Currently pursuing certification in Computer Networking at Southern

Crescent Technical College

Contact this candidate