TODD ADAMS

Cell: 914-***-**** • Email: acoikf@r.postjobfree.com • 4012 Jason Ave. Franklin, IN 46131

Core strengths:

Client Service & Support • Project Management • Call Center Management • Cross functional Team Leadership

Professional Experience

Freelance Project Management & Client Support (05/13 – present)

• Conduct meetings with project teams and clients to update project status and requirements.

• Perform the responsibilities of handling project deliverable activities during and after implementation stages.

• Planning and coordinating project release dates as per the requirements of the clients.

• Gathering business requirements to include in project planning.

• Update project status reports and proactively communicate any risk areas.

Account & Operations Manager

Beverage Express, Indianapolis, IN (01/14 – present)

Overall responsibility for service and sales support for small–medium size business clients.

• Weekly monitoring of client activity to ensure satisfaction that orders are delivered correctly.

• Schedule all service & delivery driver activity to comply with contractual obligations.

• Ensure A/P and A/R invoices are correct and current.

• Facilitate and manage vendor relationships to guarantee product is delivered as ordered.

Digital Project Manager

Fusion Alliance, Indianapolis, IN (09/12 – 05/13)

Using a combination of waterfall and agile methodologies, I was responsible for digital work in support of a large

pharmaceutical company’s product websites.

• Facilitated weekly team meetings with client and developers in support of these projects.

• Tracked and ensured deliverables were completed on scope and within budget.

• Worked with third party agencies to ensure content updates during monthly maintenance was completed on time,

on budget and in accordance with government regulations.

● Provided weekly status reports and proactively communicated all project related information to internal and

external resources.

Sr. Project Manager – Interactive Studio

The Food Group, New York, NY (09/11 – 06/12)

Responsible for all digital advertising projects ranging from simple banner ads and email blasts to large brand building and

website projects focused within the culinary & food service industries. Clients include Kraft brands, Perdue, Dannon, Gulf

Seafood Coalition, Louisiana Seafood Promotion and Marketing Board and Performance Food Group.

● Using Agile methodologies, worked closely with account teams and clients to ensure project deliverables were on

time and within agreed scope and budget.

● Facilitated weekly project meetings to ensure the digital studio understood the clients needs and changes while

the project was under development.

● Provided input on creative design meetings with account teams and clients.

Sales Representative

AFLAC, Upper Westchester, New York (02/11 – 08/11)

• Researched small to medium size businesses for lead generation purposes.

• Using sales techniques, contacted business owners via phone and face to face to set appointments designed to

show the business owner the benefits of offering AFLAC insurance to their employees.

Director of Client Solutions & Support

Computer Generated Solutions, New York, NY (07/06 – 01/11)

Managed day to day operations and handled all client project management and communications by directly supervising

the teams supporting ERP software products for 150 clients; namely Tommy Bahama, Diane Von Furstenburg, Urban

Outfitters, Spanx, Milly, Junkfood.

● Implemented a support teams system with each analyst directly responsible for a small number of accounts.

● Managed the development and launch of a web based content management and tracking system designed to

improve accuracy, and customer satisfaction.

● Built and streamlined teams focused on client success without an increase in headcount.

● Instituted a 24 x 7 support plan for the call center involving departments in the U.S. and overseas.

● Developed a client satisfaction evaluation system and also designed the post result initiatives.

Manager of Americas Digital Solutions & Support

Hyperion Solutions, Stamford, CT (09/02 – 07/06)

I managed a team of eleven digital support and solutions experts in a high volume call center who supported multiple

clients such as 3Com, Kraft, Adobe, HSBC, and British Airways. Served as lead contact for key clients to manage their

projects ensuring timely delivery and effective ROI.

● Collaborated with internal development and sales department to drive customer projects and support.

● Consistently exceeded client satisfaction levels using the 360 degree evaluation process.

● Coordinated new product launches such as the Hyperion Net Assistant product.

● Acted as a contact point for all clients during key content updates in digital systems and software implementation

projects.

Client Services Manager

Workforce Logistics, Inc., New York, NY (10/00 – 09/02)

I led a team of eight digital developers and support technicians supporting clients who focused on the Retail and

Hospitality sector.

● Developed and implemented back office support systems for clients and achieved all client expectations.

● Assisted the development and Q&C teams with proprietary applications.

Manager of Application & Digital Support

RIAG, Valhalla, NY (03/97 – 12/99)

● Built and managed a new technical support department and editorial research department with a combination of

30 Technicians and Research Specialists and successfully obtained 4% turnover rate over 2 years.

● Managed a $250,000 departmental budget reduced payroll by assisting in cross training of employees which

allowed the departments to cover each other with 10% fewer employees.

● Analyzed call volumes and maintained a minimum of 80% service level of total calls answered within 20 seconds.

● Reached 90% customer satisfaction level for 16 consecutive months.

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