Project Manager Customer Service
Resume:
ANDREW NEWMAN
**** ********* ****** . *****, **** 84092 . Home 801-***-**** . Work 801
Professional Experience
Pearson / Edustructures Sandy, UT
. Director of Service and
Support
I am responsible for the management, direction, and organizational
oversight of all aspects of Pearson/Edustructures post-sales customer
interaction, including: Project Management of multiple State-wide
"Schools Interoperability Framework" (SIF) Implementation projects,
hundreds of ongoing school district SIF
Implementations, Technical Support Services and Customer Service
activities for our entire customer base. I am responsible for
increasing customer satisfaction by reducing customer sacrifices that
result in high customer retention. I have significantly increased
department efficiencies and scalability to assure proper levels of
support while reducing overhead expenses.
. Manage a $4M budget, and a $14M book of service business
. Implemented the most highly respected Implementation Methodology in
the SIF market that resulted in a 300% increase in services revenue in
the first year, and increased customer satisfaction ratings every
year.
. Create and maintain all policies, objectives and initiatives related
to Project Management, Implementation Services, Technical Support, and
Customer Service areas.
. Report to CEO and oversee Project Managers, Implementation Services,
and Technical Support Teams
.
MasterControl Inc. Salt Lake City,
UT 2000 -
2006
. Vice President of Client
Services
2003 - 2006
Acting as a customer advocate throughout the organization I directed and
oversaw all aspects of new customer
Implementations, customer service, and technical support personnel,
policies, objectives and initiatives. In addition, I coordinated and
managed many key operational areas, including: facilities management,
customer audits, company wide customer focus, and CEO special projects.
. Managed 97% renewal rate for the $2.2M annual software maintenance
support revenue
. Developed and manage an implementation planning and project management
process to assure fast and successful system implementation for the
success for every new customer.
. Oversaw Project Managers, Customer Service, and Technical Support
departments
. Direct the company Quality Oversight Board in meeting ISO 9000
compliance
. Host all on-site customer audits
. Product Manager - Software
2001 - 2003
Managed a "market driven" Product Lifecycle for all MasterControlTM
software products. I oversaw
Enhancement gathering, prioritizing, and implementation based on market
demand, competitive analysis, and key competencies. Developed and
managed version updates, product releases, and end-of-life activities.
I also excelled at Process Engineering for both departmental and cross-
functional policies and procedures.
. Created and manage a "market driven" Enhancement Process
. Director of the Product Launch Committee
. Recipient of the "Outstanding Leadership Award" for 2001
. Manager of Technical / Professional Services
2000 - 2002
Built and managed a world class Technical Support Staff. I oversaw all
product installations, and support issues. Performed over 15 FDA
Validation Services totaling over $150,000 in Revenue in the U.S. and
U.K.
. Developed a customer oriented technical staff with an average survey
grade of "Excellent"
. Co-wrote FDA Software Validation Plan according to 21 CFR part 11
(IQ/OQ)
. Succeeded in meeting all department goals set for 2001 and 2002
.Engineering Project Manager
2000 - 2001 Project Manager over the company's Software
Engineering Department. I was the company expert in Requirement
Management and Project Planning, in both business rules and software
development. Work directly with VP of Engineering in creating new
software products.
. Created a streamlined process for managing Engineering Change Orders
. Project Manager, Technical Support Web Site
. Assisted in building a more positive, open, and communicative
Engineering staff
Zenger Miller / AchieveGlobal, Draper, UT
1996-2000
.IT Business Analyst/ Internal Customer Manager
.Business Development Manager
.Account Manager / Inside
Sales
The Walker Lane Reception Center, Holladay, UT
1994-1999
.Owner / President
Started, developed, and oversaw all matters pertaining to the
operational management of the business, buildings, and expansion of
its facilities and business offerings. I succeeded in overcoming many
obstacles in the building up of a successful and profitable
wedding/reception facility, managed all legal and divestiture
arrangements upon its successful, top dollar sale.
. turned a failing business into one of the area's most
successful event facilities
. built and managed business from start-up to sale
. have a working understanding of business operations and management
Medical Priority Consultants, Salt Lake City,
UT
1993-1996
. Inside Sales / Regional Account Manager
I successfully sold Emergency Medical Dispatch Software and Protocols
to 911 agencies.
Skills:
Excellent Managerial abilities with proven success
Process Engineering from a cross functional and departmental
level
Requirements Management for software development
Analytical thinking and problem solving
Strong Sales skills with a thorough understanding of the
sales process
Strong time management and prioritization skills
Strong verbal and written interpersonal skills
Service oriented to both internal and external customers
Detail oriented
Training:
Emerging Leaders Program 2009 - Elite management/leadership
program within Pearson
Project Management PMI Boot Camp - University of Utah
Management Development - SCP Services Strategies
Professional Product Management, and Working with Development
- Pragmatic Marketing
Data Modeling and Relational Data Design - The Inteq
Group
Assistant to the Mission President, Bacolod Philippines 1992
Certified Trainer / Facilitating for Results - Achieve Global
Extraordinary Service, Extraordinary Customer Relations -
AchieveGlobal
Professional Selling Skills - AchieveGlobal
Education:
Westminster College - Salt Lake City, Utah - Bachelor of Science
Degree - 2001
Certification:
PMP - PMI Certified Project Management Professional -
2007
References:
Cory Reich - President and CEO, Wilderness Quest 801-***-****
John Beckstrand - President and CEO, MasterControl, Inc. 801-***-****
Michael Bothe - Vice President of Marketing, MasterControl Inc. 801
942-4000
Contact this candidate