Project Manager Customer Service

James Manning

Phone: 773-***-**** Email: ***************@*****.***

Summary of Qualifications

. Possess exceptional ability to build productive relationships and

resolve complex issues.

. Consistently surpassed customer service goals, thereby increasing

customer satisfaction and retention.

. Extensive experience with CRM software and MS office applications.

. Experience Project Manager for developing and conducting workforce

training of software applications.

. Skilled in establishing performance benchmarks, conducting needs

assessments and coordinating training functions.

. Possess exceptional ability to develop training for multiple platforms

(i.e. distant learners, classroom, computer-based).

. Developing instruction using ADDIE & ASSURE Principals.

Essential Technical Skills

Advance MS Access, Excel, Adobe Photoshop, Adobe Illustrator, Adobe

Captivate, Instructional Design, XHTML/CSS, Javascript,

Technical Writing, Desktop Publishing

Education

MBA - Human Resource Management - Walden University

BS - Workforce Training & Development - Southern Illinois University at

Carbondale

Professional Experience

Kendall College

Chicago, IL

Admissions Specialist

May 2005 to February 2010

Examine academic records of students to determine eligibility for admission

into the Masters of Education program and the Early Childhood Education

Baccalaureate programs.

. Established electronic file transfer protocol between the Los Angeles

office and Chicago campus.

. Maintained department database and executes daily reports of student's

application status.

. Computed grade-point averages to establish students' qualifications

for admission, transfer and graduation.

. Trained Admissions Specialist in department software applications and

procedures.

. Advised students concerning their eligibility for teacher certificates

scholarships.

Underwriters Laboratories

Northbrook, IL

Project Coordinator

April 2004 to May 2005

Handled customer inquiries, prepared job quotes, opened new projects and

presented project quotes to potential customers.

. Prioritized customers needs based on scope of projects and set

completion time commitments.

. Collected sample requirements for projects.

. Monitored progress of job order throughout production.

. Consulted with engineering department to determine lead times and

project priorities.

. Examined performance requirements and delivery schedules.

Siemens Energy & Automations

West Chicago, IL

Technical Trainer

July 1994 to March 2003

Coordinated training on Automated Engineering System for engineering

department and manufacturing personnel. Developed training matrix and Help

Desk procedures in compliance with ISO 9000 Standards.

. Trained 30 engineers and over 200 manufacturing personnel and achieved

significant improvements as productivity increased by thirty percent.

. Conferred with engineering managers, plant foreman and sales

representatives to determine training needs.

. Wrote, designed and produced engineering configuration system training

manuals and additional training material for manufacturing team of 200

personnel.

. Designed training matrix and evaluated worker performances to ensure

achievement of production standards, and maintained progress reports.

HTHA Family Service Ministries

Chicago, IL

Community Outreach Coordinator (Consultant)

January 2002 to Present

Develop and administer standards and procedures related to grant

reconciliation and compliance, volunteer coordination, fund raising,

quarterly budget audits.

. Plan, organize and coordinate programs with agencies and groups

concerned with social problems of the community.

. Supervise and coordinate 15 teen volunteers during fund raising

events.

. Develop and facilitate youth programs for at-risk youth.

. Design marketing material and manage website.

. Manage online social media fundraising strategy.

. Designed and maintain grant compliance database.

. Determined feasibility of developing programs to supplement local

annual budget allocations.

Military Experience

US NAVY, 1989 - 1993, Aviation Electrician, Honorable Discharge

References Available upon request

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