Project Manager Customer Service
Resume:
SUZANNE CHAMBERLAIN
Waitsfield, VT 05673
********@*****.***
SUMMARY
Senior Project Manager with proven track record of successfully leading the
execution of the most challenging and complex projects, transforming
resources into high performing teams, achieving operational results and
business goals. Enthusiastic and flexible with superior organizational,
problem solving and interpersonal skills. Enjoy fast paced, customer
focused and team oriented environment.
EXPERIENCE
MAD RIVER VALLEY HEALTH CENTER, INC. Waitsfield, VT 2008 - Current
Non-profit organization that provides a quality facility and promotes
education for community health care.
Vice President, Board of Directors
Utilize Project Management expertise to support the mission and
activities of the health center.
. Implemented an organizational structure to maximize efficiency,
improve workload balance, and expand knowledge to increase bandwidth
among board members.
. Wide range of responsibilities including recruiting health care
practitioners, grant writing, facilities management, community
relations, financial management, fundraising, event planning, and
contractor oversight.
. Completed building renovation for a mental health suite in response
to community need and practitioners' recommendations.
NORTHERN POWER SYSTEMS, Barre, VT 2004 - 2010
Designs, builds, and maintains power systems for industrial, commercial and
government customers worldwide.
Senior Project Manager
Manage cross functional teams, outside vendors and consultants on
project execution for customer contracts and internal initiatives.
Ensure project milestones are met and revenue targets achieved on time,
manage, forecast, and report on project budget, cash flow, and key
milestones. Mitigate project risks and facilitate timely resolution of
issues. Partner with Sales on project handoff and proactively
identifying client needs and developing solutions. Provided clear and
concise internal and external communications.
. Successfully completed: Solar photovoltaic installation at The
Timberland Company in Ontario, CA (400kw) and Black Rock Forest
Consortium in Cornwall, NY (24kw); cogeneration systems for United
States Postal Services in San Bernardino, CA (848kw) and 550 N.
Brand offices building in Glendale, CA (750kw); and energy
conservation system for Lakeside Inn Casino in Tahoe, CA.
. Drove the implementation of an Enterprise Resource Planning (ERP)
system to manage corporate financials, purchasing, materials
management and manufacturing. Project completed in under a year and
at a cost that was 20% of the prior attempt's budget.
. Led team on facilities consolidation project consisting of the build
out of a power electronics testing laboratory; shutdown and closeout
of facility, movement of employees, and relocation of IT
infrastructure.
. Participated in numerous quality management initiatives including
ISO certification. Performed workflow definition, measurement, and
analysis, monitoring of key performance indicators, process and
continuous improvement, auditing, and document control. Formalized
roles and responsibilities, provided training, mentoring and
coaching of staff.
DIFFRACTION LTD, Waitsfield, VT 2003 - 2004
Provides high end optical solutions including microfabrication, Research &
Development and prototyping services.
Project Administrator
Performed project administration for government contracts and
construction projects by creating, tracking and reporting on the
schedule, actual to planned budget and cash flow.
. Completed government project for DOD on schedule and under budget;
22 facility and construction related projects including a Laser Bay
and Chemical Laboratory.
. Improved overall communication, team work and direction through the
creation and distribution of reports, calendars and other tools.
SUZANNE CHAMBERLAIN page 2
GENUITY, Woburn, MA 2001 - 2003
Provider of managed IP networking services, including Internet Access,
Security, VPNs and Web Hosting.
Senior Project Manager
Provided project management and business process engineering for cross-
functional, enterprise level projects.
. Co-led organization to successful completion of SAS-70 external
audit, a contractual requirement by financial service companies to
meet government regulations.
. Improved customer satisfaction through increased productivity and
enhanced communication by planning, designing and implementing
business rules, procedures and systems for product lines, asset
management, lease administration, provisioning, security and
facilities management.
WEBHIRE, INC., Lexington, MA 1999 - 2000
A provider of Internet based recruiting solutions used by HR professionals
and hiring managers.
Manager, Internet Customer Service
Established a services organization and led staff in executing service
delivery to meet customer satisfaction, retention and revenue goals.
Coached staff handled escalated situations and resourced projects.
. Managed several functional groups consisting of account and
implementation managers, service and support representatives,
consulting and training specialist. Responsible for deployment of
new accounts, customer relationship and satisfaction, product and
service usage, and customer retention. Coordinated for customer
escalations and enhancement request with product development.
. Launched consulting and training service offerings, in person and
via on-line tools, to increase clients' product usage and generate
income. Generated $500K during first year of execution.
. Hired and trained 29 employees in ten months to handle company
growth from 170 to 750 customers.
LOTUS DEVELOPMENT CORPORATION, Cambridge, MA 1984 - 1998
A provider of innovative software and services providing new ways for
individuals and businesses to work together.
Quality Consultant, Continuous Improvement (1997-1998)
Led a senior-level cross-functional and worldwide steering committee
that established customer loyalty as a key differentiator for the
company.
. Created structure for continuous improvement projects, resulting in
consistent reporting, communication, and monitoring of progress.
. Managed projects that educated employees about customer loyalty
including newsletter articles, development of a Lotus Notes
database, and scheduling speakers for events.
. Facilitated team meetings and executive sessions.
Worldwide Lead Auditor (1996-1997)
Created and managed an audit function required for ISO 9001
certification.
. Produced annual schedule, met project dates, staffed audit
positions, designed audit process and systems, developed curriculum,
administered training, and communicated status reports to senior
management.
. Managed 80 auditors at 15 different locations, completing 150 audits
on schedule.
Operations Product Manager (1993-1996)
Managed new product introductions within US, Canada, and Latin America.
Led cross-functional team in rollout of products to US, Canada, and
Latin America. Team consisted of development, marketing,
documentation, support, graphic services and creative development.
Responsibilities included obtaining team resources, creating and
maintaining schedule, COGs and communicating project status.
Operations Services Manager (1988-1993)
Established functional area, resulting in increased customer
satisfaction. Collaborated with marketing managers to identify new
product and program offerings, while developing supporting
information to share with customers.
Customer Service Supervisor (1984-1988)
Supervised ten telephone representatives promoting teamwork, quality
service, individual growth and high productivity. Prepared customer
responses by researching, documenting and communicating product
information. Promoted from Representative to Supervisor within 1
year.
EDUCATION
Bachelor of Science, BENTLEY COLLEGE, Waltham, MA
DALE CARNEGIE Graduate
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