Project Manager Customer Service

Jodie Taylor

*** ********** ***** *******, ** ***19 972-***-**** ? ******@******.***

Summary

Project Management/Support Supervisor with significant experience in

development and implementation of best in class practices. People

oriented, problem-solver, with strong combination of

technical/interpersonal skills including communication, customer service,

cross-functional relationship building, and a significant individual

contributor as a team member.

Strengths include expertise on increasing productivity, motivating

employees, project management and turning teams into highly efficient,

money saving units.

Managed Projects from inception to Training Development/Delivery

completion Developed Processes and Procedures to

Managed Support Staff providing Customer Reduce Phone time for Help Desk Personnel

Service Audited Internal processes and documents

Created and Documented Departmental to ensure SOX (Sarbanes-Oxley) adherence

Desktop Procedures for Support Staff

Across the country Lead Help Desk through system conversion

Experience

SUPERMEDIA (formerly Verizon) DFW Airport, Texas 1993 -

2012

Project Manager/Special Project, 2011-2012

Sales Systems Operations Supervisor, 2007-2011

Internal Auditor, 2005-2007

System Support/Help Desk, -2001-2005

Account Management/Customer Support/Training, 1993-2001

. Managed 4 Special Projects saving $2.5M through reductions in expenses

and applying process improvement tools.

. Supervised 12 analysts, across the country, supporting >200 sales users.

Processed advertising orders for clients, made quality control calls for

9K client orders. Developed metrics for analysts to allow measurement of

Key Performance Indicators (KPI's). Delivered quarterly/yearly reviews,

performance evaluations, bonus levels and maintained schedules for

coverage.

. Researched, and developed desktop support procedures and

standardized/processes for new system releases and reduced talk time for

end users by 28%. Managed Disaster Recovery and system conversions to

ensure company 100% recovery/protection.

. Chaired >20 committees to support process improvement and efficiencies as

well as delivery and implementation of best in class guidelines.

. Developed, designed and implemented Support Staff Procedures for

Standardization and Efficiencies. Increased efficiency in 6 months by

50%.

. Instituted Audit procedures and reporting structure for CEO/VP's and

Directors to communicate

company compliance to standards set for Sarbanes-Oxley act of 2002.

Experience (continued)

. Post Conversion Team - Handled and Processed IR's (Incident Reports)

related to new system conversion. Participated and developed system

workarounds and evaluated Incident Reports for priority and resolution.

Monitored >2K IR's, created workarounds for end users until system

releases could be implemented.

. Designed and presented 20-30 training classes for new hire orientation to

Internet Operations department. Trained more >100 new employees.

. Managed project and negotiated terms, created strategy and guidelines for

outsourcing which generated > $50M in savings.

Education / Technical Skills

. University of North Texas - Business Administration Denton, TX

. Northlake College - Irving TX - Associates - 2012

. Skilled in business process development, root cause analysis and process

improvement

. Additional technical skills include:

Microsoft Outlook MS Excel

Adobe Acrobat MS Power Point

MS Word

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