Customer Service Project Manager

JULIE M. RICKMAN

**** **** ***** *******, ******** Park, KS 66207 • 913-***-**** • *****.*.*******@*****.***

OBJECTIVE

To join a professional environment that will utilize both my leadership skills and business

education.

SUMMARY OF QUALIFICATIONS

Professional with 15 years experience including customer service, training, marketing, project

management, supervision and Web content research and development. Proven leadership skills

including strategic planning, goal setting, assessment, collaboration, and complex decision-making

skills. Demonstrated ability to develop and manage multiple projects. Established personal

strengths in team building, training, and presentation skills.

Excelled in supervisory and leadership skills by managing the acquisitions team for 8 years

Recruited, counseled and terminated employees

Trained and motivated team members in a collaborative environment

Project manager for outsourcing projects and implementation of acquisitions software system

Managed multiple concurrent projects and met deadlines

Managed acquisitions budget of $2.1 million expenditures and reconciled discrepancies with county

ledger

Member of management team that improved work processes for the department

Communication skills including writing business letters, reports, appraisals, improvement plans, and

web content editing.

Negotiated contracts with publishers and vendors to increase discounts and reduce shipping costs

Superior customer service skills in accessing customer needs

PROFESSIONAL EXPERIENCE

Web Content Developer, Johnson County Library, OVERLAND PARK, KANSAS 2/2003 12/2006

Responsible for creating, designing, and maintaining web pages for the Kids, Teens and Family

partnership.

Prepare and edit content for the Internet web pages of the Johnson County Library, including

partnership sites developed to deliver locally relevant content.

Maintain editorial writing quality for JoCoLibrary.org and JoCoFamily.net web site following

Associated Press Style.

Responsible for chairing and facilitating the JoCoFamily partnership including agenda development,

marketing web site, keeping group focus, using group decision making to gain commitment, and

encouraging participation.

Promote the Library’s web services through demonstrations and presentations for staff, partners, and

the community

Acquisitions Team Leader, Johnson County Library, OVERLAND PARK, KANSAS 11/1993 – 2/2003

Responsible for leading team by coordinating and planning daily ordering and receiving of materials for

all Johnson County Library locations.

Highly influential team builder, recognized for several successful years in management and

governmental affairs.

Enhanced employee performance and attendance through daily mentoring, one-on-one

discussion and motivational strategies.

Managed financial expenditures with strict attention to detail by ensuring accurate and timely

processing of invoices.

Coordinated outsourcing projects for special collections and opening day collections.

Utilized project management skills for Sirsi software project including the planning,

coordinating, training and implementing the acquisitions module.

Taught system-wide training courses for the new Integrated Library Management System and

trained new staff members on different modules.

Wrote and taught courses on searching the Johnson County Library’s web site and Acquisitions

module.

Library clerk, Olathe Public Library, Olathe, Kansas 9/1991 11/1994

RESPONSIBLE FOR PERFORMING A WIDE VARIETY OF GENERAL AND LIBRARY-SPECIFIC CLERICAL WORK IN SUPPORT OF ACTIVITIES SUCH AS

CIRCULATION, INTER-LIBRARY LOAN, TECHNICAL SERVICES, REFERENCE, AND ASSISTED LIBRARY PATRONS.

Assisted patrons by checking out materials, collected fines, and maintained patron records.

Sorted and discharged returned materials

Answered directional questions

Delegated assignments to volunteers.

EDUCATIONAL BACKGROUND

MASTER OF BUSINESS ADMINISTRATION, Baker University December 2006

Concentrated studies: Finance, Human Resources, Management, Marketing, International Business

BACHELOR OF BUSINESS ADMINISTRATION, Baker University May 2004

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