Customer Service Project Manager
Resume:
James W. Franks
Acme, Pa. ***10
Home: 724-***-**** *******@***.*** Cell: 724-***-****
www.linkedin.com/in/jameswfranks
PROFESSIONAL PROFILE
Accomplished, driven, and consistently recognized Customer Service Manager
with nearly 30 years of experience managing customer accounts that are
complex, multi-million dollar customers for a major east coast-based Smart
Grid infrastructure provider. I am looking to take the next step in my
career by joining a team that values deep experience managing customers and
providing the state-of-the art technology available.
PROFESSIONAL EXPERIENCE
SENSUS USA, INC., Raleigh, NC and Uniontown, PA Total Employment of 30
Years: 1980- 2010
Lead Sales Engineer, Sales Engineering 2004-2010
Conservation Solutions / Electric Meter Division (FCC Licensing using the
Smart Grid-FlexNet AMI)
. Shaped world-class marketing projects that have boosted sales and
marketing satisfaction with the Electric meter customers in the US,
Canada, Mexico and Bulgaria.
. Led projects with varying size and scope that had designated budgets.
Oversaw entire project life cycles including the planning, design,
testing, and project implementation for the customer.
. Defined major tasks and milestones, based on scope, resources, budget and
personnel. Managed the resources required for the success of the
customer.
. Provided the needed support to the entire US, Canada and International
Sales team (25) and Project Managers (55) for after-Sales Support-
including all customer specifications for programming of the electric
meters, data file design for the customer and also nameplate and special
label design.
. Developed a team of employees including Sales Engineers and Application
Development employees to support the Sales and Project Management team.
Travelled monthly to support the team in the Raleigh Headquarters and any
US customers. Collaborated as needed, when needed.
. Implemented and maintained an Order Entry System to support all SQL On-
Line Order Entry issues at the (3) CEMs which were located in Mexico on a
24 X 7 time. Travelled to the CEM locations as needed; provided on call
support to them for production issues for the customer orders. The CEMs
were Jabil located in Chihuahua, Mexico, Flextronics located in
Guadalajara, Mexico and Epic Technologies located in Chihuahua, Mexico.
. Managed all Engineering specifications loaded to the CEM SQL data base as
needed to provide the manufacturing of the iConA and APX product line at
the CEM locations in Mexico.
Customer Service Manager, Customer Service Electric 2002-2004
Developed the Electric Customer Service process for the Sensus Electric
Meter Division from scratch. Managed the development / implementation and
delivered an on-line order entry, manufacturing process to build the
Electric meter product line by the CEM (Contract Electronic Manufactures).
. Documented and implemented the process that was needed to make the
customers' data and production files more accessible by the company and
provided the customer the needed data for their end product, which was
the Electric meter.
. Took the 3rd party dependence on making the needed customer data files
and special requirements and brought it in house to Sensus. This was
using a 3rd party meter that was from either the Elster Metering, General
Electric Metering and / or the Landis and Gyr Metering product to provide
the customers with a well rounded Electric meter Product line of
products.
James W. Franks Page Two
SENSUS USA, INC. (Continued)
INTERNATIONAL BUSINESS MACHINES, INC. (Sensus outsourced IT to IBM),
Raleigh, NC
Project Manager, Information Technologies 2000-2002
. Recognized by IBM with a special bonus for being Dedicated and Dependable
"above and beyond normal Project Manager Duties and consistently
delivering Projects on-time and within budget.
. Led the Information Software team of 5 people that Sensus had outsourced
to IBM on all sizes of complex projects.
. Managed project performance, cost, scope, schedule, quality, and
appropriate business measurements.
. Monitored revenue and profit objectives of projects.
. Collaborated with clients to identify business requirements and develop
proposals.
. Led team in the imitating, planning, controlling, executing, and closing
project tasks.
. Executed a wide range of process activities beginning with the request
for proposal through development, test and final delivery.
Manager, Information Technologies 1980-2000
. Coordinated the transition from Sensus IT to the new IBM staff at Sensus
that included a total staff of 10 systems personal.
. Coordinated all telecommunications among the Wide Area Network which
included 3 sales offices and a manufacturing plant in Mexico.
. Hired and trained a complete operations staff to covert a manual computer
operation to an automated computer operation.
. Converted the corporate data center from a card system to an online
system.
. Installed several hardware platforms in the data center consisting of
BULL, DEC and IBM equipment.
. Relocated the WAN from a division headquarters to the current location.
. Supervised staff sizes ranging from 2 to 15, both union and nonunion
personnel throughout career.
. Converted A/P and A/R to Optical Retrieval system.
. Redesigned the corporate data center.
CORE COMPETENCIES
Project Management; Conflict Resolution Personnel Supervision, Staffing
Marketing, Sales and Presentation Skills Client Relationship Management
Software & Vendor Selection / Mgt. - Solutions Design and Resource Planning
Manufacturing
TECHNOLOGIES
Software Visual Basic, SQL server 2008, COBAL, RPG, Microsoft Office,
Microsoft Project, Microsoft Visio, BPCS, AS/SET, Robot, Code
Soft, WebEx
Hardware IBM Mainframes, BULL Mainframes, DEC Mainframes, Wireless
Networking, Cisco Routers, Avaya Phone Systems
EDUCATION
AS, MIS Management, Westmoreland Co. Community College, Youngwood, PA
Diploma, Information Systems, Institute of Computer Management, Pittsburgh,
Pa
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