Customer Service Project Manager

Dawn M. Shane

Phone: 727-***-****

Email: ********@*****.***

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Professional Summary:

. Exceptional organization, time management and planning skills with

great attention to detail; consistently able to deliver top-quality

projects under the tightest deadlines.

. Responsible for initiating sales opportunities for projects resulting

in 1.8 million in revenue.

. Highly analytical, proven ability and willingness to tackle complex

problems and issues.

. Ability to succeed in demanding environments.

. Service in positions of confidence requiring national security

clearances.

. Worked extensively on user requirements gathering, gap analysis, and

development of functional specs.

. Highly motivated team player and a self-starter with excellent

planning, communication, coordination, documentation, project planning

and interpersonal skills.

. Great communication and rapport with co-workers and external clients.

. Natural ability to build strong relationships with internal and

external clients.

Professional Experience:

SYPHERLINK, INC.

Dublin, OH

Project Manager

. Responsible for accounting Spark management system for invoicing,

billing and time tracking.

. Project Manager for Statewide Law Enforcement data sharing initiative

- Florida Law Enforcement Exchange (FLEX).

. Project covers three regions (Miami, Ft. Myers and Tallahassee) - 189

law enforcement agencies with funding of $9.2 million dollars.

. Provide project updates to representatives FDLE, each region and prime

contractor.

Qwest Communications

Dublin, OH

IT Business Analyst

. Managed team of 5 for implementation of VOIP project.

. Adhered to Telecom regulations.

. Assisted in the creation and development of the clients and customer

relationship management system.

. Actively involved in improving customer service based on client

feedback through the development of new policies and procedures.

Successfully handled all public relations issues in the end user

meetings.

. Management Consultant: Met with clients and engineering staff to

determine software requirements. Also trained clients and refined the

user interface following deployment.

. Served as a liaison between various business groups such as Project

development and external clients regarding functional and business

requirements

.

Emergitech

Reynoldsburg, OH

Customer Relationship Analyst:

. Answered inbound calls in support of customer needs.

. Conveyed in a reassuring manner step by step instructions to resolve

application issues.

. Reviewed and issued audits on the User requirements, information and

processes.

. Performed queries in multiple databases.

. Work with Public Safety customer base and internal resources to

understand client software needs.

. Evaluate the best methods to support those needs for a broad and

diverse customer base with a goal of providing

solutions.

. Evaluate impacts of various solutions and present options for

management consideration.

. Implement selected solutions to address customer base needs

. Coordinated with the business development group and was responsible

for liaising between the client and the development group.

. Responsible for handling and coordinating client inquiries and for

ensuring overall client satisfaction.

Initiated the first inter-departmental forum on quality standards

against a mood of indifference from the management team and

then championed all the advantages of learning, knowledge management,

and customer service quality to the point where a major culture shift

became possible.

Nationwide insurance

Columbus,OH

Programmer / Programming Support Technician

. Used MicroFocus COBOL to code insurance based applications.

. In charge of change management and Administrator of PVCSystem.

. Collaborated with the Product Development department in developing new

Insurance Based products and their sales to the un-banked membership

base fees.

. Evaluate impacts of various solutions and present options for

management consideration.

. Implement selected solutions to address customer base needs.

Applied innovation

Dublin,OH

Senior Customer Service Desk Coordinator

. Provided support to internal employees for software, hardware and network

issues.

. Responsible for customer service in the digital equipment division,

duties included answering customer

queries, problem solving and providing detailed information

on new products.

. Assisted in the development of new policies and procedures.

. Performed market research surveys on customer needs and requirements.

EDUCATION:

bachelor of science degree, devry institute of technology

REFERENCES: Available upon request

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