Customer Service Project Manager
Resume:
Jocelyn Venkatesh, PMP
Duluth, GA 30096
Cell: 610-***-****
****************@*****.***
Summary:
Senior-Level Project manager with 13 years of Information Technology (IT)
and business management experience in project management, business
analysis, customer service, operations management, customer solutions,
change management and training. Demonstrated ability in planning and
implementing Customer Relationship Management (CRM) programs,
infrastructure management, billing and telecommunications, customer facing
technology solutions, as well as program and vendor management. Recognized
as an energetic leader and strong motivator with excellent communication
skills.
Experience:
Project Manager, WorkflowOne, October 2010 - Present
. Responsible and accountable for the coordinated management of multiple
related projects directed toward strategic business and other
organizational objectives.
. Build credibility, establish rapport, and maintain communication with
stakeholders at multiple levels, including those external to the
organization.
. Define and initiate projects, manage cost, schedule, and performance to
achieve on time and on budget deliverables.
. Maintain continuous alignment of program scope with strategic business
objectives, and make recommendations to modify the program to enhance
effectiveness toward the business result or strategic intent.
. Coach, mentor and lead personnel within a technical team environment.
. Present weekly Dashboard reports outlining budget, scope, schedule, and
quality details on all projects, to both internal and external
stakeholders.
Director, Customer Service, WorkflowOne, July 2009 - October 2010
. Reorganized customer service operations and formed team of Regional
Operations Managers, to manage core sales support teams.
. Developed performance objectives to meet strategic needs of the
organization and processes around measurement and management within
objectives. Trained and incorporated objectives into daily job functions
of account support team.
. Directed massive change management to the customer service organization.
Implemented organizational reporting changes, technology changes,
introduction of new process management, as well as support for the
efforts post-deployment.
. Increased efficiencies within the customer service model and drove change
and support necessary for maintenance of the new strategy. Decreased
internal SG&A through efficiencies and streamlined processes.
. Directed and managed a staff of 9 regional managers across the US
responsible for 400+ support staff in 50+ offices.
. Worked with central services and internal departments to enhance
processes and utilization of tools to continually improve on the ability
to provide superior customer service.
. Teamed with executive team and divisional sales vice presidents to create
customer support and service solutions.
Business Analyst/ Technical Training Consultant, WorkflowOne 2006 - 2009
. Utilized business process engineering and software development life
cycle, including analysis, design, development, testing and
implementation of software applications.
. Prepared business process models; used Visio to create use case diagrams.
. Pre-sales and Client Implementation - Presented technology directly to
customers and implemented solutions won. Provided training for both
customers and external suppliers.
. Created training documentation for all internal back office and client
facing applications. Teamed with subject matter experts to analyze
training needs and provided consultancy in learning objectives and
content material, as well as delivery method.
. Wrote curriculum, training courses, and educational analytics and metrics
for other programs within the company and in the subsequent
implementation and participation by internal employees.
. Became the subject matter expert on any new customer facing technologies
and built out the training and implementation internally.
Manager - Customer Service, WorkflowOne 2002-2006
. Managed team of five customer service representatives in local sales
office.
. Responsible for hiring as well as training and development of staff.
. Teamed with regional sales manager in sales analysis, pre-sales
presentations and support, as well as implementation and on boarding of
new clients.
. Managed multi-million dollar accounts and all aspects of account and
inventory management, customer service, problem resolutions, as well as
customer facing activities
Customer Service Representative, Standard Register Company, 2000-2002
. Implemented new national accounts across the country.
. Trained all new account members.
. Inventory management, customer inventory transfer, document analysis in
order to find more cost effective methods of paper strategy.
Education:
West Chester University Master of Arts, Linguistics, 2004
Toccoa Falls College Bachelor of Arts, Cross-Cultural Studies and English
Literature, 1999
Certifications:
Project Management Professional (PMP), Certified through Project Management
Institute (PMI), 2013
Professional Affiliations:
Project Management Institute (PMI), Member since 2012
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