Project Manager Customer Service

Stanley Thomas

** ***** ** *** *** Medford, MA **155 Cell: 781-***-**** Email: *****************@*****.***

Summary of Qualifications

Expert at customer service resolutions

Keen problem solving skills allowing rapid assimilation and resolution of complex problems.

Extensive project and team management experience covering large and small projects.

Excellent written and oral communication skills with the ability to communicate appropriately in

business and technical situations at all levels.

Adept at reducing development costs and providing traceability of projects.

Expert in business process engineering and software development life cycle, including analysis,

design, development, testing and implementation of software applications.

Summary of Skills

Expertise in project and operations management.

Expertise in budgeting and planning.

Strong interpersonal skills and recognized project management skills.

Microsoft Office tools

Walgreens Pharmacy

Assistant Manager June, 2008-Present

Manage and train support staff.

Maintain inventory control to ensure accurate product orders.

Develop and train employees through communication of rules.

Establish and enforce performance standards .

Provide Solutions to customers' inquiries and needs.

Manage and plan vendor orders and deliveries.

Professional Experience

Simplygent Consulting, LLC May, 2005- June, 2007

Technical support / Business Analyst

Established and maintained a strong relationship with various business partners within Corporate

and the Systems Department.

Promoted actions that consistently link results to the business needs and the enterprise direction

of the company.

Acted as a primary contact for corporate business partners and served as their liaison to other

members of the Systems Department.

Took an empowered leadership role in the implementation of system solutions developed to meet

the needs of the organization.

Gathered information and business requirements, conducting research related to specific projects.

Analyzed business and technical needs of projects.

Developed requirements, and coordinated the development of procedures, training, and other

communications.

Wrote and maintained system documentation.

Handled in-bound and out-bound technical support calls as needed.

The Paper Tiger July, 2003 – May, 2005

Business Analyst/Technical Support Manager

Served as co-project manager for transferring product support of the Paper Tiger Software to SAI.

Developed training manual for product support transfer.

Served as trainer and point of contact between SAI and Monticello Corporation during transition

phase.

Worked with Sales and marketing to deploy strategies to define success and improve client

relations.

Served as lead tester during software build upgrade.

Resolved and tracked regression issues during Software testing and work with software developer

to resolve development issues.

Maintained and managed company website, FAQ-knowledge base, desktop workstations &

network.

Managed and trained support team.

Handled in-bound and out-bound technical support calls as needed.

Improved ticket response time from 5 + days to 2 days while improving customer satisfaction .

EDUCATION

SUFFOLK UNIVERSITY, Boston, MA; BS-Computer Information Systems

PALM BEACH COMMUNITY COLLEGE, Palm Beach, FL; A+ Certification

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