Project Manager Customer Service
Resume:
Jermaine Smith
Charlotte NC ***08
Email: ********.*.*******@*****.***
ACCOMPLISHMENTS
• 10 + years of managing teams of up to 30 employees.
• Five years as Organizational Development trainer and facilitator motivating, coaching and
leading workers in continuous development.
• Effectively lead presentations to all levels of management and employees both past and
present.
• Ability to create adequate reporting mechanisms to drive continuous improvement to indicate
key performance outcomes using Lean Six Sigma dynamics.
• Strong analytical skills, business acumen and strategic awareness – ability to see the “big
picture”.
• 15 years with Philip Morris USA, Caraustar and Wachovia in career growth.
OPERATIONS EXPERIENCE
• Provided project and process leadership to core focus groups for Project Management.
• Led or worked on numerous projects which reduced waste and increased efficiency, which
included 5S lean manufacturing concepts and Six Sigma
• Coordinated lean process that increased production by 5%, decreased downtime and waste by
10%. Saving over $450,00 annually.
• Created procedures and recovery plans which increased delivery and implementation of
processes vital to team goals and production efficiency.
• Six years as Organizational leadership trainer in business operations and personnel
development
• Actively participated in the development of risk analysis and performance reporting to
ownership of continuous improvement process changes.
• Helped create an interdepartmental network to determine operational efficiency and boost
output.
• Facilitated weekly team meetings and prioritized tasks to ensure all business objectives were
met or exceeded.
COMPETENCIES
• Quality Management – Looks for ways to improve and promote quality; demonstrates
accuracy and thoroughness. Demonstrates accuracy and thoroughness.
• Business Acumen – Understands business implications of decisions and strong desire to learn
and do more.
• Organizational Support – Follows policies and procedures; completes administrative tasks
correctly and on time.
• Dependability – Follows instructions, responds to management direction; maintains
commitments.
• Judgment – Exhibits sound and accurate judgment; includes appropriate people in decision-
making process.
• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently.
• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes
information skillfully.
• Customer Service – Manages difficult or emotional customer situations to a successful
resolution; responds promptly to customer needs; responds to requests for service and
assistance; meets commitments.
PROFESSIONAL EXPERIENCE
August 2012 - Present: Serves as Job Search Team Facilitator for Charlotte Works, Charlotte
• Foster an environment of trust-initiating the formulation of ground rules.
• Encourage communication among team members & collaboration with each other in their job
search.
• Promote the development of action plans through project management.
• Follow specified processes and guidelines for team maintenance.
• Act as a link between participants and Charlotte Works staff-maintaining on-going
communication with Volunteer Program Manager about group progress, concerns, issues and
feedback.
• Monitor attendance weekly and address any issues with participants who are not attending
regularly.
• Maintain Target Company List for the team and share with Volunteer Program Manager.
• Strong understanding of diversity issues and working with diverse populations.
• Treat information shared in meetings with confidentiality
• Perform in accordance with the standards of conduct and ethics of Charlotte Works.
May 2005 – January 2009: Served as Project Manager/Team Leader for Philip Morris USA,
Concord, NC
Leader of self-directed work team which involved planning agendas, analyzing data, development
of charts within a project flow chart.
Forecast and developed critical paths to ensure project requirements were met on time through
verification and validation of data.
Work on design team that developed workstation standards geared towards lean manufacturing,
prepared forecasting schedules for team leaders. Maintained and coordinated production schedules
for department
Verified Level I and Level II recommendations for requirements on various processes.
Maintained and coordinated production schedules for department records and verified milestones
were met and interdependencies were in compliance with policies.
May 2001 – August 2005: Served as Operations Leader for Wachovia National Bank, Charlotte,
NC
Managed daily operations of shipping and receiving area to include disbursement of duties to 6-8
clerks in the department.
2
Worked along with third party management in a supply chain environment to provide adequate
and detailed reports of plant inventory and safety records.
Compiled and maintained a database, which consist of shipping and receiving orders, description
and quantity of inventory stock.
Conducted daily inventory reports with a physical count and convey that information
to production manager.
June 1995 – January 2001: Served as Back Tender for Caraustar Industries, Charlotte, NC
• Supervised up to 10 employees to perform different daily job task to provide a quality product
to the customer.
• Oversaw shift operation of production of paperboard product from beginning to end result.
• Performed quality control testing of paperboard filed and reported findings to shift foreman.
June 1991 – August 1998: Served as E-4 Specialist for the United States Army/Army Reserves,
Charlotte, NC
• Squad leader, which supervised 3-5 soldiers for numerous military duties.
• Performed maintenance and services on a variety of military vehicles.
• Performed military duties and attended all military training which was provided.
EDUCATION
Bachelor of Science - Business Management
University of Phoenix, Charlotte, North Carolina
Pursing (PMP) Project Management Professional Certification- 2012- present
Central Piedmont Community College, Charlotte, North Carolina
National Career Readiness Certification – Silver - 2012
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