Project Manager Customer Service
Resume:
Sheryl Contre, PMP
Phoenix, AZ 85050
Home: 602-***-**** ******@***.*** Cell: 623-***-****
SUMMARY
PMI Certified PMP Project Manager with 12 years of management and 5 years
PM & implementation experience in Enterprise Resource Planning software for
distribution, manufacturing and financial industries. Flexible and
reactive to constantly changing customer demands. Team player who is high
energy, highly detail oriented. Manages the full project life cycle
contributing to client Return On Investment. Extensive travel to deliver
quality service and products to national customer base. Implementation
expertise in various modules including: AP, AR, GL, Budgets, Financials,
Payroll, Quotes, RFP, Sales, CRM, Order Entry, Purchasing, Inventory, BOMs
/ Work Orders, Service / Maintenance, Shipping, Receiving and Wireless
Warehousing.
CORE COMPETENCIES
Business / Gap Analysis Project Planning Process Improvement
Data Mapping / End User Training Go Live Support
Conversion
Technical Knowledge
MS Project MS SQL Crystal Reports
Visual Basic Outlook Excel
Word PowerPoint Visio
PROFESSIONAL EXPERIENCE
Activant Solutions, Phoenix, AZ 2007 - 2009
Implementation Project Manager
Managed full project life cycle implementation and project teams in support
of SQL based distribution/supply chain ERP software called Prophet 21.
. Coordinated ERP Implementations for 20-30 assigned clients nationwide to
maximize product efficiency and achieve ROI.
. Performed business gap analysis to assess the need for custom code or
process development for the greatest efficiencies and met the business
practices of the client.
. Created project plan, monitored and drove implementations to achieve
monthly performance deliverables on time and within budget.
. Performed end-user training and process development to augment
understanding, allowing for a smooth go-live transition.
. Increased corporate revenue stream by 15-20% per client by augmenting
client offerings with additional modules and training.
Bowen and Groves, Mesa, AZ 2006 - 2007
Project Manager Application Specialist
Implemented and supported SQL based manufacturing ERP software called M1
for 250+ clients.
. Developed, executed and trained detailed ERP Implementation project plans
for various clients nationwide to maximize product efficiency in lean
environments. Solution included General Ledger, Production, Payroll,
AP/AR and web-based revenue systems.
. Supported and developed solutions for software challenges at client sites
or remotely, utilizing MS SQL, Crystal and VB6 code to enhance and
customize M1 to meet the needs of the client with the least change or
interruption.
Munis-Tyler Technologies, Phoenix, AZ 2005 - 2006
Implementation Specialist
Trained and implemented financial software products at municipal customer
sites nationwide.
. Analyzed, trained and implemented Munis Enterprise Resource Planning
suite at school districts and municipal clients to align customer
business practices with powerful software solutions.
Sheryl Contre Page Two
Munis-Tyler Technologies (continued)
. Maximized implementation efficiency through generally accepted training
and project management techniques including end-user facilitation
sessions, analysis meetings and the use of web-based demonstration tools.
. Authored, planned and distributed detailed custom product documentation
for internal and external customers to augment training and enhance
understanding.
For The Record Ltd., Phoenix, AZ 2005
Call Center Manager
Managed daily call-center operations of court reporting systems sold
throughout the US and Canada. Administrator for Sales Force CRM software.
Coached and motivated staff in best practices, training in sales techniques
and monitoring sales pipeline to analyze and project sales revenues.
. Managed and maintained customer service department for acceptable
customer problem resolutions and effective staffing levels.
. Increased company revenue and customer satisfaction ratings by
effectively training and coaching both sales and customer service teams.
. Provided upper management with statistical leading indicator data,
relating to trending 12-month rolling forecasts and sales results.
International Cruise & Excursions Inc. (ICE Inc.), Phoenix, AZ 2003 -
2005
Senior Corporate Trainer
Trained sales and customer service representatives in cruise and vacation
products.
. Developed and delivered performance of sales and product training to meet
and exceed company goals and metrics.
. Organized and wrote sales training and product training curriculum to
augment and increase trainee knowledge base for greater sales revenues
and employee retention.
. Increased sales 20% and generated greater customer satisfaction by
improving process and operations as well as designing performance
standards and measurement tools to achieve more effective metrics.
QWEST, Phoenix, AZ 1998 - 2003
Corporate Trainer Sales & Service
Trained sales and customer service representatives in residential
telecommunication products and services. Extensive training in multiple
proprietary systems, processes, billing inquiries and service issues.
. Trained bilingual sales classes to consistently meet or exceed goals in
call metrics, revenue and products sold.
. Innovative presentation and motivational skills resulting in high rate of
student retention and low attrition.
. Achieved Training certification and ongoing trainer development for
enhanced career development resulting in sales award for highest class
revenue 75% above goal.
Sales & Customer Services Representative
. Sold residential telecommunication products and services to meet / exceed
metrics and corporate goals.
. Effectively able to explain complex products and billing to elevate the
customer experience and increase customer satisfaction.
EDUCATION
BS, Business, Cum Laude, Dual Major in Management and Marketing, Long
Island University, Greenvale, NY
Professional Affiliations
Member of PMI
Member of ASTD
PMI Certified PMP
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