Project Manager Customer Service

KAREN L. GENTILCORE, PMP

**** ****** ***** ***. ****: 702-***-****

Las Vegas, NV 89129-7607 Email:

*******@*****.***

CAREER SUMMARY

Experienced project management professional with extensive background in

eLearning, process improvement, cost reduction, and customer satisfaction.

Work well with clients, sales, manufacturing, programmers, graphic artists,

and content experts. Enthusiastic team leader with excellent organization,

planning, and implementation skills.

SKILLS SUMMARY

Extensive experience managing complex projects, facilitating process

improvement teams, managing customer service, scheduling production, and

estimating costs. Projects include technology-based learning solutions

(adult eLearning) and strategic governance restructuring. Trained employees

in statistical process control and Deming philosophy, process improvement

techniques, and software utilization. Demonstration of the following areas

of strength:

project management organizing media production

process improvement customer satisfaction scheduling

problem solving cost reduction content development

Skilled in Microsoft Word, Project, Excel, PowerPoint, and Visio.

Experienced in SnagIt, Captivate, Access, Minitab, AECSoft, Stratton

Warren, Paradox and TIMSS, among others.

HIGHLIGHTS

. Delivered aggressively scheduled training project on-time and under-

budget, exceeding client expectations for quality, delivery, and content

integrity. Utilized fast-prototype and usability testing to expedite

interface and graphic design phases.

. Managed electronic and paper-based election of Board of Governors,

implementing several new strategies for cutting costs, shortening lead

time, and delivering candidate information to voters.

. Supported sales by creating talking points for courseware demos,

compiling manual of technology-based terminology and FAQs, and improving

the sales proposal, cost estimating, and contract presentation processes.

Delivered presentations on our courseware and technical capabilities to

clients.

. Instituted project tracking system to create recap of actual project

costs and provide basis for improved cost estimating.

. Created contract templates to shorten cycle between proposal acceptance

and project start-up.

. Facilitated and trained employee teams in group dynamics, leadership

techniques, and problem solving skill tools. Saved $130,000 in 18 months.

. Reorganized 200,000 square feet of warehouse space using statistical

process control methodology to determine high and low stocking levels.

. Shortened processing time for credits and returns from six weeks to ten

days.

. Saved over $1 million in year-over-year spend through product

consolidation strategies.

KAREN L. GENTILCORE, PMP Page

Two

EXPERIENCE

MGM RESORTS INTERNATIONAL, Las Vegas, NV

2007 - Present

Hospitality and gaming

Assistant Sourcing Manager

. Managed supply chain for over $35 million in corporate food & beverage

purchases.

. Developed process for managing distribution program, shortening

implementation time by 50%-75%, which gives us greater volume

discounts and incentives.

Senior Program and Project Administrator

. Administered process improvement projects in corporate purchasing,

including implementation of an enterprise contract management system,

design of a supplier registration site, and development of project

planning and reporting database.

Senior Project Manger, IT

. Managed software solutions in food & beverage, retail, and security.

TOTAL RESOURCE MANAGEMENT, Alexandria, VA 2006 - 2006

Consulting services in enterprise asset management and information

technology solutions.

Project Manager, Instructional Development & Consulting (Communications &

Training)

. Managed project for major government agency to enhance their training

delivery system. Conducted assessment, researched and reviewed

compliance materials, developed proof of concept.

. Converted classroom training to online delivery.

. Managed $3 million budget and virtual project team.

SOCIETY OF ACTUARIES, Schaumburg, IL 2001 - 2005

Professional association providing credentialing of actuaries.

Senior Project Manager

. Staff coordinator for numerous committees, directing activities and

ensuring progress towards objectives.

. Oversaw executive projects, including governance audit, structural

reorganization, and elections. Facilitated diverse teams of

volunteers, composing reports, guiding research and marketing efforts,

and maintaining integrity of professional examinations.

. Designed and wrote content for intranet site and implemented five

community service projects utilizing charitable donation budget of

$18,000.

FRONTLINE GROUP FTR, Lombard, IL 1998 - 2001

Training and consulting services to banks and financial institutions.

Senior Project Manager

. Managed the development of technology-based learning projects worth

over $1,500,000. Created schedules, budgets, and contracts.

. Monitored progress against the plan and implemented solutions to keep

projects on track. Monitored and resolved project scope issues.

. Used instructional design concepts for writing navigation training and

courseware outlines.

. Managed project scope, client expectations, and contractor

deliverables.

. Performed usability and pilot testing, incorporated feedback into

final design.

EDUCATION

. Project Management Professional certification, Project Management

Institute.

. Masters in Project Management degree, Keller Graduate School of

Management. 3.85 gpa.

. Masters in Business Administration degree, Lewis University. 3.76 gpa.

. Bachelors Degree in Psychology, Greenville College. Graduated cum laude.

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