Project Manager Customer Service

Christopher W. Brown

*** ********* **. *******, ** 30313 404-***-**** *****************@*****.***

Summary

To utilize Enterprise Resource Planning to streamline processes to make an organization more efficient operationally and fiscally. Backed by my years of

management, customer service, accounting, and project management experience; as well as the freedom of innovative thinking when taking to task a

vision to solve organizational problems.

skills

Project Management Professional Personal

Managing Stakeholders Operations Management Conflict Resolution

Contract Negotiation Quality Assurance Innovative Problem Solving

Migration and Implementation Change Manager

career

Citigroup, Washington, DC

Project Manager May 09 – Oct 09

Streamlined department functions by Analyzing the Business Process of the Global Government Affairs National Support Team. Innovated Employee

Performance by maximizing the Assurance of Quality of Work within the Department by codifying a Centralized mode Operations Guide for Disaster

Recovery. Continually provided data to Key Stakeholders to make use of their feedback to innovate processes to provide Deliverables before

Benchmarked Deadlines. Provided additional support to the Controls in the Warehousing of Data for the Lobbyists in the Organization to Support the

initiative of Citigroup before Congress.

Scientific Technologies Corporation, Washington, DC

Project Manager/Project Lead Dec 08 – Mar 09

Directed & Managed Project Initiatives for EPSDT Healthcheck+ Project for the District of Columbia Department of Health. Plan, Organize and Directed

Meetings with Senior Management both internally and with the client's, Doctors and court appointed reporters for the Project. Stakeholder Management

including Negotiation & Facilitation of workflow for the Project, Statement of Work, Contract and RBS. Facilitated Presentations to executives to review

Planning, Negotiated Contract Terms, Funding, Schedule for Deliverables. Continually provided Issue Management to the client regarding the

implementation of new procedures for the grandfathered project in the form of Issue Logs. Engaged and updated stakeholders. Attended and updated

physician during bi-monthly PICHQ meetings at Children's National Medical Center. Managed Stakeholders including: Physicians from Children's

National Medical Center, Unity Healthcare, Chartered Family Health Center, Georgetown University Hospital, Community of Hope Foggy Bottom, Mary's

Center and other Private Practices, to streamline the warehousing of patient data. Managed Daily Tasks to prioritize action items. Worked directly with

client Program Manager for Business Unit coordination and Management.

Scientific Technologies Corporation, Washington, DC

Department Manager May 08 – Dec 08

Achieved Results through Planning, Monitoring, and Appraising job performance by focusing on results. Provided Coaching during Monthly One-On-One

counseling Sessions with each Direct Report. Managed Change by Implementing new Policies, Procedures, and Productivity Standards to increase

department efficiency. Developed and Enhanced Employee Job Descriptions in Collusion with Human Resources Director. Performed under pressure to

meet deadlines for meetings with Senior Executives. Benchmarked with the Immunization Registry regarding vendor management in EMR migration.

identifying trends and implementing system improvements.

• Excellent performance as reviewed by Senior Executives resulted in promotion to Lead Project Manager.

InkStop, Alpharetta, GA

Manager Dec 07 – May 08

Planned the schedule for employees to efficiently cover daily business flow and needs. Maintained staff through orienting, and training new employees.

Provided coaching, feedback and corrective actions when necessary. Successfully monitored financial objectives outlined in Division-Wide Daily Sales

Meetings. Sought and built new customers by establishing rapport with potential and actual customers. Monitored and maintained inventory. Reviewed

Merchandising Activities.

Marketed merchandise by utilizing sales promotions, and plan-o-grams. Managed Operations by Initiating, and Implementing Operational, Policies and

Procedures. Staged and Facilitated Opening New Store Locations in the Greater Atlanta Metropolitan Area.

Arby’s Foundation, Atlanta, GA

Project Manager & Accounting Specialist Oct 06 – Oct 07

Process expense reports for event coordinators, process accounts receivable, manage files for charity golf tournaments, solicit franchisees to participate

in Matt Kennseth fundraiser promotion to benefit nonprofit youth organizations. Create and maintain spreadsheets to track promotion sales and

participating stores as sales are reported each week. Accounting and Bookkeeping for the promotion. Processed payroll for event coordinators utilizing

Quick Books software.

Selected Accomplishments:

• Excellent incentive resulted in the highest percentage of franchisee participation since the program’s inception. Surpassed target sales goal of 3 Million

dollars in the first quarter of the promotion to over $3.5 Million dollars.

The Coca-Cola Company

Supervisor/Project Coordinator Aug 99 – Jan 06

Monitored and Performed Quality Analysis and Feedback for incoming Calls, Emails, and Letters of Requests, Complaints, and Suggestions from

Company Consumers, Customers, Employees, and Business Partners. Trained, and Supervised phone coordinators. Provided direct support to the

marketing department. Responded to Escalated Priority Contacts received on the weekends from The Health Department, The FDA, Lawyers and the

Media. Collaborated with Information Technology Specialists to solve problems affecting essential software (Siebel) utilized by all employees in Good

answer department. Monitored employee performance to provide feedback to team and group managers for weekend staff. Performed Market Research

and Facilitated Training on Stress Management in a Fast Paced Corporate Environment.

• Excellent performance directly resulted in appointment as a Project Manager responsible for recording and assigning company Interactive Voice

Response Lines for promotions and Consumer Hotlines.

McNamara Pontiac, GMC, Isuzu Truck

Accounts Receivable Coordinator May 97 – Nov 97

Christopher W. BrownPage 2

Balanced Commercial Billing Account. Posted to Operating Account. Balance and Post Credit Card Receipts, Purchase Orders for Parts Department and

Service Department. Deposit on a daily basis previous day’s sales. Post to General Ledger. Assist in preparing accounts for Income Statement for the

dealership.

Selected Accomplishment:

• Promoted to Accounts Payable, responsible for paying bills for the dealership

• Trained on Income Statement responsibilities and contributions

KPMG Peat Markwick, LLP

Reconciliations Team Lead May 96 – May 97

Researched and Archived Consultant Time & Expense Reports. Appointed Manager for a Project by Implementing and Supporting the flow of

Warehoused Data for Company Audit while simultaneously dispatching newly archived Time & Expense Reports. Assisted with processing company

payroll for consultants. Delegated the Receipt, and Distribution of daily mail for the department. Successfully, Managed Individual Projects as assigned

prior to deadline. Trained new employees on processing mail and pulling Time & Expense Reports. Consistent performance resulted in Team Leader

Role.

Selected Accomplishments:

• Promoted to Facilities Specialist

• Cross trained in and offered a position in Customer Service department

ACademic

Morehouse College ‘13

English, BA

MEMBERSHIPS

Sigma Tau Delta, International English Honor Society

NAACP

SOCIAL MEDIA

www.linkedin.com/in/chriswbrown

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