Customer Service Project Manager

Doug Ezelle

*** ***** ***** ( Birmingham, Alabama 35242 ( 205-***-**** (

abl20a@r.postjobfree.com

technology project management: Internet ~ Field Engineering

Dedicated technical professional with a track record of success in

implementing large scale projects. Intuitive business analyst, expert at

identifying and defining business and functional requirements to customize

processes and applications in alignment with clients' needs. Advanced

trainer with proven ability to communicate complex technical information to

allow end users to maximize usage of all functions of software applications

and hardware systems. Innovative leader, skilled at delivering next-

generation technical solutions to drive revenue, margins and productivity.

Areas of expertise include:

Project Planning ( Process Improvement ( Customer Service ( Problem

Solving & Troubleshooting ( Quality Assurance

Help Desk Manager ( Field Service Engineer ( Systems Implementation (

Project Rollout ( Cross-functional Teams

PROFESSIONAL EXPERIENCE

books-a-million.com, Birmingham, Alabama ( 2004 - 2010

Third largest book retailer in the nation with over 200 stores in 19

states.

Internet Project Manager

Managed various projects to drive revenue through internet business

channel, including website enhancements, product additions and customer

interface. Led additional back-end projects designed to improve customer

relationship management including reporting engines, database management,

customer support applications and payment provider link, among other

initiatives. Designed detailed specifications and coordinated with

developers to apply preventative measures, reducing online fraud and

addressing security weaknesses. Provided 24-hour on-call support in the

event of any potential emergency or outage to website. Assumed additional

responsibilities for store customer relations through management of toll-

free customer hotline and customer email box to address grievances or

concerns.

. Launched Direct Consumer Fulfillment, improving time customers received

shipment by 48 hours on 60% of all products sold.

. Slashed call volume by 20% through development of a customer service

engine, enabling call center representatives to resolve issues more

efficiently.

. Spearheaded new next-gen website, enhancing looks and appeal, performance

and customer experience; elevated sales by 25%.

. Improved employee productivity through development and implementation of

a new procedure for fulfilling orders through primary warehouse.

. Collaborated with cross-functional teams of business owners, management,

developers, web designers, marketing, merchandising, finance and third

party vendors to ensure timely completion of all projects.

identix, incorporated, Minnetonka, Minnesota ( 1999 - 2004

Designer, developer and marketer of biometric and other identification

systems.

Field Service Engineer - Remote Services

Planned and implemented all aspects of highly sensitive governmental

projects relating to biometric identification systems from site pre-

inspection to end user training. Managed and successfully completed

rollout of biometrics technology to the CDC, Naval CIS, FBI, U.S. Postal

Service, Alabama Department of Public Safety, TSA and NASA.

. Captured over $6 million in revenue as member of project team conducting

nationwide rollout of digital fingerprinting systems to the Immigration

and Naturalization Service; largest project of its kind in Identix

history.

. Implemented project in collaboration with the Alabama Bureau of

Investigation whereby digital fingerprints are sent directly to state's

Automated Fingerprint Identification System, reducing response time on

arrestees' criminal history from six weeks to less than three minutes.

Additional accomplishments took place in the following role:

Systems Engineer from 1990 to 1999 with AAA Cooper Transportation.

Achieved breakthrough advancements in trucking industry through development

and installation of real-time wireless dispatch system in an effort to

migrate technology to over 70 locations throughout the United States.

Initiated and completed Unix and MS Server Network related projects across

25 remote locations.

EDUCATION

Associate of Science - Computer Science, Bessemer State Technical College,

Bessemer, Alabama

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