Project Manager Customer Service
Resume:
Thomas Peters
Plainville, CT *****
E-Mail: ************@*****.***
SUMMARY Expert project and operations manager with 10 years of experience in successfully leading multimillion dollar projects from contract to completion. Able to deliver outstanding results through cooperative cross-functional team leadership. Proven ability to excel in diverse environments.
EXPERIENCE Classic Site Solutions, Inc. – Proposal Manager/Project Manager Wilbraham, MA
2010 – Present As Project Manager, duties include:
• Manages proposal development, writing and pricing for all federal project bids.
• Manages construction projects for federal clients to ensure cost, schedule and quality goals are met or exceeded.
• Approves plans and documentation provided to clients.
• Oversees, plans, directs, coordinates, schedules and budgets construction projects.
• Estimates change orders and contract modifications.
• Compiles and coordinates project submittals and schedule.
Summary of recent projects includes:
• Successfully wrote and won three best value projects in a six month timeframe.
• Gettysburg D/B ARRA Phase 2A, Design/ Build Rehabilitation of 13 roads and the construction of a parking lot at the Gettysburg National Military Park in Gettysburg, PA – $3.19 million
• Gettysburg National Military Park PHASE III Rehabilitation and Reconstruction of 19 roads throughout the Gettysburg National Military Park in Adams County, Gettysburg, PA – $2.83 million
Altaquip, Inc. Wallingford, CT
2009 - 2010 National equipment service firm with over 400 employees in 27 locations and $40.0 million in revenue. As Branch Manager, was responsible for all company operations at an individual location including overall management responsibility, profit and loss, budgeting and staffing. Demonstrated orientation toward excellent customer service by conducting daily activities, communications and interactions in a cooperative, positive and professional manner. Responsible for compliance with Federal, State, OSHA and DOT regulations, and the safe maintenance of customers’ equipment. Drove, implemented, sustained and developed quality process improvements that focused on safety, financials, operations and customer service. Key contributions included:
• Turned around a failing branch with sustained negative growth into the third fastest growing location out of 27 service centers in seven months.
• Implemented a customer service action plan that lead to a 50% increase in customer satisfaction ratings.
• Developed a quality control program that reduced second time repairs from 11% to 0.5% in three months.
• Increased technician productivity by 35%, allowing the branch to meet profitability goals for the first time in three years.
MRS Enterprises Plainville, CT
2007 – 2009 MRS Enterprises is a commercial construction subcontracting firm with more than 100 employees and projects valued up to $7.0 million. As Project Manager, spearheaded project development from contract signing to project completion. Established and administered project schedules. Supervised budgets and ensured revenue goals. Oversaw contract submission and execution. Defined critical project benchmarks to promote successful and timely completion of tasks. Effectively lead cross-functional teams, including contractors, field labor and office support personnel. Cultivated and maintained strong working relationships with two labor unions. Analyzed processes and implemented strategic modifications to boost productivity and profitability. Key contributions included:
• Spearheaded projects valued at $10.0 million for education, healthcare and the public sector.
• Deployed technological innovation, including implementation of new project management software to accelerate productivity.
• Reduced lost time through development of project execution checklist.
• Successfully assumed four times as many projects as other project managers, conducting more than 20 contracts from negotiation to completion in one year.
United States Army Jalalabad, Afghanistan
2005 - 2007 As Project Manager, lead ten person civil affairs team and served as second in command for 110 member Provincial Reconstruction Team on the Afghanistan/Pakistan border. Administered project development through all stages of the lifecycle. Managed budgets up to $500K. Assessed project feasibility and identified promising contracts. Nominated projects to Army appropriations personnel for approval. Defined project scope and coordinated contract bidding to Afghan companies. Orchestrated public relations campaign to promote benefits to the community. Key contributions included:
• Successfully administered projects with a combined value of $4.0 million.
• Rescued more than $105K in expenditures through successful bidding.
• Maintained quality process to secure optimal outcomes and positive community image.
• Implemented US inspection standards and conducted Afghan training in building codes and regulations in partnership with local trade school.
2004 - 2005 Ryland Homes – Division Project Manager Ellicott City, MD
Ryland Homes is a national home builder and Fortune 500 company. As Division Project Manager, orchestrated day-to-day operations in construction of a 200 home community. Administered building permits. Defined and executed project schedules. Conducted client meetings and walkthroughs. Coordinated building inspections and community closeouts. Managed subcontractor recruiting, scheduling and supervision. Performed quality control assessments. Maintained budgets and managed process payment release. Assessed processes and implemented best practices. Established rigorous quality control standards. Key contributions included:
• Promoted to lead project manager after six months.
• Lead planning and construction of 48 townhomes, completing 12 homes one month ahead of schedule.
• Spearheaded completion of drywall to finish tasks of 48 unit condominium in four months.
• Established employee training checklist to promote best practices and process standardization.
• Designated division trainer for Buildpro scheduling software.
• Named honor graduate for national supervision training program.
• Secured highest customer satisfaction ratings in division.
• Earned highest productivity and lowest lost time rankings in division.
2004 Cintas – Production Supervisor Baltimore, MD
Cintas is the leading supplier of work uniforms in the USA. As Production Supervisor, supervised a team of 30 production workers and administered employee training. Key contribution: Achieved highest production rates of all supervisors in the company.
United States Army Stationed in Alaska, Georgia, North Carolina and Korea
2002 – 2004 As Instructor – Officer Candidate School, led 14 week training program for 40 officer candidates per cycle. Coordinated day-to-day operation of program. Performed candidate evaluations. Key contributions included:
• Created peer review process adopted by battalion.
• Secured 95% graduation rate.
1999 – 2002 As Infantry Officer, orchestrated training and management of 18 person vehicle maintenance team, administering upkeep of equipment valued at over $3.0 million. Managed a team of 180 personnel providing logistic support to 600 Pacific Rim soldiers. Administered equipment and cargo transport in challenging environments. Key contributions included:
• Boosted platoon physical training scores by 20%.
• Originated program enabling soldiers deployed overseas to pursue college education.
• Ranked as only officer out of 27 to have no equipment shortages.
• Orchestrated cargo transport in the Arctic with zero losses.
EDUCATION Bachelor of Arts – Political Science (Distinguished Military Graduate)
Norwich University, Northfield, VT
Other educational experience, certifications and accreditations include:
• OSHA and Safety Certifications:
o 30 hour Construction Health and Safety
o First Aid / CPR Training – through 2013
o Ryland Supervisors National Educational Forum (Honors Graduate)
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