Project Manager Customer Service

PROFILE

~Enthusiastic, goal-oriented professional with Bachelor of Science degree

and administrative and technical experience in managing and directing major

construction/manufacturing projects ~Knowledge-hungry, highly organized and

detail oriented ~Inside and outside technical sales experience, proven

sales proficiency, and expertise in creative sales strategies ~Strong

working knowledge of operations, finance and project management ~Ability

to generate and develop business relationships using consultative selling

skills to meet company goals ~Reliable, results-driven achiever with

strong organizational and leadership skills, self-motivation and initiative

~Solid communicator with exceptional ability to assimilate, apply and

convey complex and technical information in persuasive, informative sales

presentations and educational programs ~Customer-focused with unsurpassed

customer relationship skills and solid networking skills ~Excellent

contracting skills in dealing with proposals, specifications, operational

budgets, business plans and financial terms and conditions ~Ability to work

independently and function well in a fast paced, high energy environment

~Great interpersonal, teamwork and decision-making skills ~Excellent

written and verbal communication skills ~Thorough knowledge of personal

computers, laptops, printers, internet accessibility and software

applications ~Excellent working knowledge of Microsoft Excel, Outlook,

Word, Powerpoint and Access, CRM databases (Lotus Notes & Goldmine), and

ERP database (Made2Manage).

WORK EXPERIENCE & ACHIEVEMENTS

Family Practice, Montgomery, AL - Dr. Shephard Odom, Dr. Gilberto Sanchez &

Dr. Juan Chung

Medical Office Associate, 5/10 to present

Responsible for ICD-9 and CPT coding within MediSys database; using

basic medical terminology, enter medical diagnoses into system

adhering to all confidentiality, privacy laws and HIPAA regulations;

assist patients, visitors, providers and office staff in a courteous

and friendly manner giving the best in care and customer service;

schedule and confirm patient appointments, update patient files,

provide efficient patient check out process, maintain accounts

receivables and any front office workflow function vital to the

effective and efficient functioning of the medical practice; display

exceptional ability in communicating with diverse groups, successfully

meeting deadlines and schedules, setting priorities and working with

constant interruptions; and demonstrate respect, dignity, kindness

and empathy with patients, families, visitors and office staff.

Triton Health Systems (7/05 to 1/08) and United Healthcare (7/05 to 5/10)

Account Executive, 7/05 to 5/10

Responsible for sales and client services of voluntary supplemental

health insurance and Medicare Advantage health plans for the Center

for Medicare and Medicaid Services (working concurrently in different

assigned territories); marketing services by organizing and conducting

Flu/Pneumonia Vaccination Clinics; serve as the primary contact within

the company for all clients; oversee day-to-day client account

services; develop and deliver informative sales presentations based on

customer needs; implement professional development program for

Montgomery Aids Outreach; provide, conduct and organize on-site

educational seminars, meetings, conferences and training sessions on

Medicare Parts A, B, C and D's rules and regulations for prospective

clients, physicians and office staff; effectively respond to client

issues; maintain relationships with doctors, clinics, pharmacies and

health departments; proactively identify problems and perform

resolution management; and assisting physicians and clients with

claims and pending issues.

~~ Graduate of NAPSR Pharmacology/Pharmaceutical Sales Training

Program & GlaxoSmithKline Field Preceptorship

Compudyne Corporation, 6/99 to 7/05

Norshield Security Products Division

Sales Support Manager, 1/05 to 7/05

Responsible for managing all sales support activities reporting

directly to the CEO; a member of plant leadership team responsible for

spearheading and redefining the company's customer service/sales

support department; experience in successfully leading a service

oriented team; proactively work with the U.S. Department of State and

U.S. Department of Defense in conjunction with engineering, research &

development, production and shipping departments to ensure that

products meet all DOS, UL, HP White, NIJ and ASTM standards,

procedures and scheduling deadlines; responsible for proper training

and supervision of customer service representatives; assisted in the

development of interdepartmental processes focusing on facilitating

communications between customers and project management; provided

real-time project tracking and order status to existing customers;

create, manage and maintain CRM database; write and present

product/service presentations; answer technical and non-technical

inquiries.

~~ Pneumatic Systems Certification

~~ Trained in Lean Manufacturing Systems (Six Sigma)

S & M Coordinator/Project Manager, 4/02 to 1/05

Responsible for coordinating inside technical sales order requirements

and compliance criteria of certified ballistic, attack and blast

mitigation products and technologies for the U.S. Department of State

and U.S. Department of Defense reporting to the Director of Sales &

Marketing; responsible for sales, management and P & L of the complete

line of COTS (commercial-off-the-shelf) products; refined customer

service and product satisfaction as company's customer liaison;

responsible for monitoring bids/proposal activity and job cost

estimates for new projects; responsible for proposal preparation,

customer RFQ's and document control/retrieval; actively interface with

other departments within the company for job assignments and ensure

the client's schedule is maintained and completed on time; provide

administrative and operational support to engineering, manufacturing

and sales team; networking and researching to develop business

opportunities and produce leads; answer technical and non-technical

inquiries; defined order requirements and entered sales order data

into ERP database.

~~ Promoted to Sales Support Manager in January 2005

~~ Coordinator of Community Outreach Volunteer Program

Compudyne Corporation, 6/99 to 7/05

Norment Security Group Division

Project Manager, 6/99 to 4/02

Responsible for overall project coordination, management and P & L of

multi-site operations of major detention facilities for the U.S.

Federal Bureau of Prisons reporting to Director of Operations;

responsible for project planning and control activities associated

with project schedule; successfully developed and maintained project

budgets and increased profitability; procured all project materials,

manpower and staffing; utilized data to develop forecasts; identified

new business developments and value engineering options; responsible

for proposal development and RFQ's; effectively performed subcontract

drafting and negotiating; generated monthly progress billings, monthly

project cash flow and cost to complete analyses; developed monthly

project schedule update and percent complete studies; supervised and

reviewed in-house project engineering submittals and shop drawings;

coordinated and reviewed subcontractor submittals and shop drawings;

ensured completion of project milestones; authorized corrective

measures, enforced contract and purchase order terms and negotiated

lead times; actively met with general contractors, architects and

owners and attended site meetings and walk-thrus; managed field

supervision (including both union and non-union) and multiple on-site

crews and local labor; and collaborated with site superintendent on

weekly time sheet approval, hiring/firing of project labor and trouble

shooting of field problems.

~~ AutoCad Certification

~~ Coordinator of Community Outreach Volunteer Program

BBRL, Inc. (Both, Belle, Robb Limited)

Engineering Technical Analyst, 7/98 to 6/99

Responsible for generating productivity analyses through the

compilation and manipulation of statistical data; responsible for

office construction document analyses and graphic presentations to

illustrate construction techniques, design flaws, construction

schedule logic flaws and defective specifications; prepared visual

aids and graphical exhibits to illustrate design flaws, obstruction of

work flow and progression of work for presentation to clients,

attorneys, mediators and juries; produce chronologies and statement of

facts from project records and correspondence to relive the progress

and problems on site for comparison to the original approved schedule;

assisted in preparing man power audits and analyses; reconciliation of

contractor expenses with certified payroll and invoices, developed

unit cost and detailed estimates for specific portions of work; and

provided assistance and support to other engineers.

Office Manager, 7/96 to 7/98

Responsible for all duties pertaining to the management of the office;

performing basic bookkeeping tasks including accounts payable,

accounts receivable, monthly invoicing; provided word processing and

data processing services and entering data into spreadsheets; provide

administrative and operational support to engineering team; worked

collectively with engineering consultants to generate client budgetary

analyses and spreadsheets for litigation purposes; implemented

procedures to maximize productivity and improve customer service;

liaison between the Montgomery office and headquarters in Canada; and

responsible for printing, reproduction and records management of

client and court documents.

~~ Promoted to Engineering Technical Analyst in July 1998.

CH2M Hill Environmental Engineering

Quality Analytical Laboratory

CS Coordinator/Project Manager, 1/95 to 4/96

Responsible for overall project coordination, management and P & L of

NPDES permit clients ensuring compliance with CWA guidelines as

outlined in 40CFR and engineering accounts ensuring hazardous waste

and hazardous materials compliance with RCRA regulations; reporting to

the Director of Operations, served as liaison between client's needs

and laboratory's capabilities; identified new business developments;

successfully developed and maintained project budgets and increased

profitability; demonstrated a professional and thorough knowledge of

environmental testing and analysis services offered; utilized data to

prepare and generate weekly and monthly forecasts for distribution;

reviewed in-house project submittals and proposed corrective action

plans; ensured submitted data met specifications and complied with all

EPA protocols; responsible for proposal development and RFQ's; managed

and replied to incoming correspondence; answered technical and non-

technical inquiries; prepared sample kit requests; competently and

patiently responded to client issues, resolved problems and

complaints.

Associate Chemist, 6/94 to 1/95

Responsible for performing comprehensive toxicity assessments of

wastewater and chemical discharge liquid and solid wastes in a team-

oriented atmosphere; performed general inorganic and organic

hydrocarbon analyses using Fourier Transform Infrared Spectrometry

(FTIR); performed various Wett (whole effluent toxicity testing)

chemistry analyses and sample preparations following US EPA and solid

waste analytical protocols and accurately documenting raw and final

data to ensure complete and proper documentation according to

specifications and regulations; assisted in writing laboratory

standard operating procedures (SOP's); maintained instrument logs,

laboratory notebooks and prepared standard solutions utilizing

standard operating procedures; responsible for troubleshooting,

maintenance, and calibration of laboratory equipment.

~~ Promoted to CS Coordinator/Project Manager in January 1995.

Waste Management Corporation

Environmental Compliance Technician, 1993 Internship

Responsible for developing, implementing and maintaining company

policies adhering to local, state and federal EHS regulations and OSHA

compliance at a Subtitle D Hazardous Waste Sanitary Landfill;

prepared compliance and technical reports meeting EHS regulatory

requirements; acted as primary site interface with regulatory

agencies; prepared and submitted permit applications; performed

program reviews, investigated incidents and provided corrective

actions; monitored health and physical hazards in the workplace;

evaluated impact of new regulations on company operations; kept

accurate daily reports and material safety data sheets; carefully

calibrated all sampling and monitoring instrumentation; performed

geotechnical soil tests including Atterburg limits, density, and grain

size adhering to EPA's RCRA 40CFR Subtitle D regulatory guidelines

during building phases of the landfill; performed Shelby tube sampling

and worked with geologists and engineers in determining consistency,

moisture content and adequate compaction of soils; monitored leachate

liner, wet well installation and run-off controls.

Calvin B. Grant, CPA Troy State University Main Campus

Secretary/Bookkeeper, 12/93 to 6/94 Administrative Assistant, 6/88 to

6/93

EDUCATION

Bachelor of Science, Environmental Science, 1994 Troy State University,

Troy, AL

Salutatorian, 1986 Louisville High School, Louisville, AL.

LISA DONALDSON

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