Project Manager Customer Service

Stephen Haley

*** ********* **, **, #****, Atlanta, GA 30309 404-***-**** ?

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

Professional Summary

Business professional with extensive experience and proven track record in

leading and managing people, finances and resources in today's challenging

economic environment with a focus on results. Key areas of expertise in

budget and forecasting, project management and all aspects of professional

training from training management to senior trainer and instructional

designer just to name a few.

Professional Experience

Verizon Communications Inc., Alpharetta, GA

1994 - 2010

A global telecommunications company headquartered in New York with annual

revenues of $107B.

Finance Manager, 2008 - 2010

Managed finances ($25M+) for global training department with 250+ employees

focused on budget analysis, controls and tracking with an emphasis on cost

control and reduction--if it involved money I was consulted.

. Controlled and managed budget for 13 directors / managers with 30+

cost centers.

. Developed financial planning, reporting, forecasting and tracking

tools to meet goal of operating at or below program and headcount

budget resulting in only HR department to come in each year below

budget.

. Eliminated end-of-year expense carry over by personally processing and

tracking over $1.5M in vendor invoices and check requests through

financial systems and with the introduction of new tracking and

forecasting tools developed.

. Recovered $245K+ in accounting errors by conducting quarterly audits

on month end closing reports.

. Identified and reclassified $300K+ in incorrect charges in year 1 and

reduced amount to $60K by year 2 by creating methodology for

reconciling month end closing reports and tying to budget forecasts.

. Recipient of Ovation award for outstanding performance and initiative.

Senior Project Manager, 2006 - 2008

In charge of Project Management (PM), change management, status reporting

and financial accountability for advance sales management and leadership

projects across USA and EMEA-including the matrix management of outside

vendors.

. Trained and mentored a newly hired team of 6 project managers

responsible for providing PM support. Within 3 months each PM was

trained and supporting a dedicated manager freeing up senior

management's time by 20% to focus on other tasks.

. Created an automated PM request system using SharePoint that

streamlined PM request process, reduced paper usage by 85% and created

a central repository on a secure network server.

. Developed procedures, metrics and status reporting to track PM

projects to senior management on a weekly basis resulting in a

proactive, informed leadership team.

. Recognized and rewarded for leadership and team support.

Project Manager, 2003 - 2006

Responsible for delivering projects on time and on budget including the

matrix management of numerous resources from outside vendors / consultants,

logistics, production and communications for a wide range of projects from

sales to IT.

. Department's first project manager for demonstrated leadership skills

in facilitating and leading cross functional teams and ability to

manage multiple projects.

. Managed the construction of two on-site learning facilities resulting

in a 54% savings by reducing the use of outside facilities.

. Consolidated use of outside print material to one vendor and designed

self-service on-line ordering process resulting in an increase in

order accuracy by 34% and a reduction of waste by 25%.

Stephen Haley 404-***-****

Page Two

Training Development Manager, 2001 - 2003

Designed, developed, managed and delivered product, system and tools

curriculum based on adult learning theories for field personnel (Sales,

Engineering and Service) using blended learning methods.

. To meet the demand for systems training from a newly acquired company,

independently located subject matter experts to gather content used to

design and develop a systems and implementation course. This course

became one of the department's most requested classes for the year

training 3,000+ employees.

. Key developer and trainer on new Order Entry system that increased

sales order writing accuracy by 42%.

Training Manager, 2000 - 2001

Managed a team of 8-10 remote trainers and instructional designers.

. Initiated cross-training certification within team to increase team

knowledge and reduce number of trainers resulting in a 37% reduction

in travel expenses.

. Focused on improving team platform skills by auditing 80% of classes

delivered and started a mentoring program for newest team members.

Training Development Manager, 1996 - 2000

Designed, developed, managed and delivered effective curriculum on laptop

automation to diverse audience ranging from IT to executives.

. In tandem with the company initiative to deploy laptops to entire

field workforce (30,000+), developed and delivered modules on Windows

95 and other software applications.

Technical Trainer, 1995 - 1996

Created and delivered first technical customer service new hire program for

1st level technical helpdesk personnel in a 24x7 call center environment

with a curriculum on commercial PC based applications ranging from email,

internet and document sharing.

. Awarded "Center Elite" and "Club" for leadership and excellence in

performance.

2nd Level Technical Help Desk Supervisor, 1994 - 1995

Managed a start-up team of 6-10 2nd level technical helpdesk personnel

tasked with providing advance product and software support in a 24x7 call

center environment.

. Recipient of "Excellence Award" for individual and team performance.

Education

BA, Business Management, Antioch University, Yellow Springs, OH

Computer skills

MS Word / MS Excel / MS PowerPoint / MS Project / MS Outlook / Lotus Notes

/ SAP / PeopleSoft / Learning Management Software (LMS)

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