Project Manager Customer Service

Pat Guiney ( *** Prospect Park West, Apt. * ( Brooklyn, NY 11215

917-***-****

E-mail: ********@*****.***

Experience and Skills

Project Management:

. Managing hosted software projects from planning through development,

launch and client support

. Applying standard project management methodologies

. Ensuring that projects stay on budget and launch on time

. Collaborating with development teams and account managers to

coordinate project needs

. Leading and documenting project status meetings

. Training and managing support staff and vendor partners, training and

supporting development partners

Technical Skills:

. BuddyScript, Microsoft's proprietary scripting language for

conversational interactions with automated agents. Visual Basic, HTML,

XML, content structuring. Photoshop, Illustrator, MS Office, MS

Project.

Foreign Language:

. Fluency in speaking, reading and writing French. Experience

translating French to English.

Relevant Work History and Responsibilities

Freelance Copyediting and Proofreading - 1996-present

Clients include: iMed Studios, 1-800-Translate, ATO Records

Interactivation - Editorial/Development Consultant, 2/2009-present

. Conceive interactive Web experiences and develop them using Visual

Basic, XML and proprietary tools

. Write technical documentation

SpeakLike - Editorial/Business Development Consultant, 1/2009-present

. Determine and implement editorial voice of website, end-user

communications and other materials

. Contribute to product planning, quality assurance, business

development and customer support

Yabla - Editorial/Business Development Consultant, 11/08-present

. Grow the business by seeking out partnerships and advertising

opportunities

. Establish editorial and process guidelines

Microsoft - Program Manager, Microsoft Automated Service Agents, 10/07-

12/08

. Manage the translation of projects and developer tools for Microsoft

Automated Service Agents

. Develop and manage the project template and shared code for internal

and partner developers

. Help to devise new tools and uses for the Automated Service Agents

platform

Microsoft - Product Specialist, Windows Live Agents, 10/06-10/07

In addition to responsibilities for Colloquis (see below):

. Develop and document processes for Windows Live Agent development by

internal groups and partners

. Manage client relationships

. Support partner developers

. Conceive, develop and manage projects that showcase the latest Windows

Live Agent technology

Colloquis (formerly Conversagent and ActiveBuddy, acquired by Microsoft in

10/2006)

Senior Project Manager, 3/05-10/06

Manager of Application Development, 11/04-3/05

Managing Editor, 10/00-11/04

. Oversee client projects from inception to post-launch support

. Train and manage project managers and coordinators

. Devise, develop and maintain product features and internal projects

. Develop and write the help content within online interactive agent

applications

. Train employees and clients in the use of Colloquis's proprietary

scripting language and tools

Projects managed include:

. SmarterChild, a feature-rich instant messaging agent with over 30

million users

. Branded marketing agents for movies, games and other products

. Customer service support applications for companies such as ETrade and

Vonage

Education

University of Connecticut, Storrs, CT

English, 1986-1990.

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