Project Manager Customer Service

Riaz Faride

*** *** ******, *****, ****** H*V *X*

514-***-**** . *****@**********.***

E-Commerce Product & Project Manager

Accomplished, quality-focused professional with history of success in

project management, product / platform development, and team management

within the ecommerce field. Liaise with technical and non-technical

stakeholders-including clients, sponsors, executives, and users-to define

business requirements, technical specifications, roadmap, and deliverables;

coordinate development, testing, and implementation using Agile and PMI

methodologies to meet aggressive deadlines and high expectations. Areas of

expertise include:

Product & Platform Development New Features / Enhancements

Life Cycle Project Management Release Planning / Scheduling

Cross-functional Collaboration In-depth KPI Analysis / Reporting

Quality Assurance Programs

Client Relationship Management Ecommerce / Secure Online

Payments

Process Flow / Systems Analysis

Technical Proficiencies

Certificatio Master Project Manager, Certified E-marketing Analyst,

ns: Certified Scrum Master

Platforms: Windows, Windows Server, Linux CentOS

Tools: Word, Excel, PowerPoint, Outlook, Access, Visio, Project,

SharePoint, Jira, Dreamweaver, ASP, PHP, CSDesk (Proprietary

Software)

Professional Experience

Intize, Inc., Montreal, Quebec

Ecommerce Consultant, 7/2008 - Present

Technical Scope: Windows XP, Windows Server 2008 R2, Linux CentOS, Word,

Excel, Outlook, Dreamweaver, ASP, PHP

Manage client engagements to provide customized consulting encompassing e-

marketing, site optimization, traffic acquisition, sales process

enhancement, payment process, security, and other related areas. Provide

life cycle management and utilized agile methodologies for product and

project development. Key Projects & Achievements:

. Orchestrated Real Time Data Compilation project and engineered

successful launch of Makabook.com; concept later adopted by Wikimedia

(http://bit.ly/kqfBIh).

. Led development and introduction of RestoTube.com social network for

restaurants & cafes.

. Boosted online traffic by 75%, increased click-through rate by 90%, and

grew revenue by 50% through targeted e-marketing strategies.

. Achieved position as Apex Affiliate with ClickBank in 2008.

. Leverage Lean and SCRUM processes to drive efficiencies; increased

Sprint duration from two to three weeks.

UpClick, Montreal, Quebec

Project Manager, 3/2007 - Present

Technical Scope: Windows XP / Vista / 7, Word, Excel, PowerPoint, Outlook,

Visio, Project, SharePoint, Jira, Dreamweaver, ASP, Agile Development,

PMI Methodologies

Direct development of custom e-commerce solutions using Agile and PMI

methodologies. Serve as key liaison with project team, stakeholders, and

sponsors; provide leadership to developers, e-marketing, and anti-fraud /

risk departments. Lead business and technical requirements gathering,

create process flows, define product roadmap, and prepare project plans

and schedule. Coordinate resources, manage milestones and deliverables,

and oversee test case development / execution. Lead daily SCRUM meetings

and sprint planning. Provide regular updates to C-level executives and

clients. Write and publish technical documentation. Key Achievements:

. Initiated implementation of Agile Project Management process using

Scrum and Lean methodologies; provided training to colleagues and

managers.

. Developed high-performance team capable of delivering new features on a

two-week cycle.

. Created product roadmap and led successful delivery of four distinct

versions of UpClick platform, as well as 50 mid-sized projects in four

years, on time and on budget.

. Provided technical documentation for Patent and PCI Compliance

projects.

. Spearheaded significant improvements through training and directing QA

Team handling quality assurance and UAT.

. Utilized rapid prototyping to verify design and gather client feedback.

. Delivered projects for clients such as Avanquest, PC Help Soft,

Lavasoft, and Lulu Software.

. Wrote integration and user guides for prospective clients to facilitate

sales efforts.

UpClick, Montreal, Quebec

Customer Support Manager, 3/2005 - 2/2007

Technical Scope: Windows XP / Vista, Word, Excel, Outlook, Access,

PowerPoint, CSDesk

Oversaw customer service operations focused on cultivating relationships

with new and existing clients; provided innovative problem resolution to

establish credibility and served as valued advisor. Mentored top-

performing team; tracked performance metrics. Communicated with sales

managers and team leads to review escalated issues and spearhead

improvements to service quality. Key Achievements:

. Managed research effort to gather information on online buying

behaviour and effective strategies to increase sales results.

. Improved support consistency with end-user manuals and internal

training guides.

. Conceptualized, planned, built, and directed off-shore customer service

operation resulting in tripling of support coverage.

. Recognized as 2006 Employee of the Year.

UpClick, Montreal, Quebec

Customer Support Agent, 11/2004 - 2/2005

Technical Scope: Windows XP, Word, Excel, Outlook

Interfaced with global clients to assist with technical and billing

issues. Collaborated with colleagues and presented recommendations to

improve service. Updated client accounts and prepared routine reports. Key

Achievements:

. Honed specialized experience with e-commerce and demonstrated

exceptional leadership skills resulting in promotion within four months

of hire.

. Improved information sharing with implementation of knowledgebase

portal for clients.

City University, Dhaka, Bangladesh

System Administrator & Instructor, 3/2003 - 7/2004

Technical Scope: Windows XP, Windows Server 2000, Word, Excel, Outlook,

PowerPoint

Administered and maintained LAN, Internet, and workstations; planned and

coordinated Web site updates. Defined and implemented campus IT policy and

security systems. As Instructor, prepared lessons and taught computer

applications to computer science and engineering students. Built

collaborative relationships with international universities to expand

academic offerings. Organized on- and off-campus events. Provided regular

updates regarding IT and academic issues. Assisted with data gathering and

research. Key Achievements:

. Drove academic innovation through "Evolving to Ecommerce" workshop,

relationship building and exchange programs with universities and

government ministries in UK, Australia, South Korea, and Bangladesh,

and International Education Fair in Dhaka.

. Established and advised City University Entrepreneurs Club.

Additional experience as IT Lecturer with HiTech Group Australia, Ltd., and

Collector with NCO Financial, and Secretary with Suntrack Pty Ltd.

Education & Credentials

Graduate Certificate in Information Technology - Concentration in

Ecommerce, 2002

Australian College of Technology, Sydney, NSW

Professional Development: Practical Product Management . Project

Management Body of Knowledge (PMBOK) & Project Management Best Practices .

Assessment & Workplace Training

Professional Affiliations: Member & Honorary Global Advisor, American

Academy of Project Management (AAPM), 2010 - Present . Former Member,

Australian Security Industry Association Limited (ASIAL) . Former Member,

Market Research Society of Australia

Contact this candidate