Project Manager Customer
Resume:
L ynette McBroom
l **************@*******.***
Summary
An organized, focused project manager/coordinator who places heavy emphasis on customer
service and quality. Possess excellent communication, problem solving and mult i tasking
skills. Over 15 years in program, project and customer support with acclaim and recognition
f rom customers, managers and co-workers.
E xperience
S iemens – Contractor for M ic rosoft 2009 to June
2010
Business Analyst/Pa rtner Tech lead
Analyzed processes/data to determine and recommend changes to enhance customer
satisfaction.
• Implemented new content tool to provide agents with more information to
maximize customer call satisfaction
• Provide reporting to management and vendors to analyze sales and
determine what processes could be changed to ensure customer satisfaction
and produce more sales.
• Provide support to vendors for issues that are beyond their scope
• Calibrate agents to ensure that customers are experiencing the best support
t hat we can provide.
M icrosoft 2000 - 2009
Release Manager (2008 – 2009)
Lead readiness for key launches by ensuring that deliverables were on schedule and regular
s tatus communication to Director, General Manager and key stakeholders.
• Managed the migration of 21 Windows Live products from a high cost labor market
to a low cost labor market by collaborating with various groups and produced $600K
i n cost savings.
• Saved the company $130K per year support costs by managing a project to
decommission a product
• Reorganized the process on low volume products which eliminated redundant work
and saved the company $54K per year in support costs
Service Delivery Manager (Program Manager) (2007 – 2008)
Managed the performance of vendors as agreed to in their Statement of Work and ensured
t hat metrics were met.
• Changed the support model for escalation support to customer focus model which
substantially helped drive Customer Satisfaction into green for all products
• Ini tiated project with vendor to improve escalation t icket handling: results were
realignment of the team which improved Service Level Agreements from 50% to 95%
• Instituted weekly reports with the Escalation Engineers which defined the top five
issues and charted the ineligible escalations which led to a significant decrease in
i llegible escalations (e.g. one product dropped from 66% to 17%)
• Developed and implemented the plan to move hot escalations from one ticket
handling system which streamlined the process and improved efficiency which
reduced cost by allowing people to use a single system
Program Manager (2006 – 2007)
Worked across multiple groups to t ranslate stakeholder’s requirements, prioritized and
delivered project goals within the t imelines established
• Managed the implementation of a vendor to provide Tier 3 support which allowed
i nternal Escalation Engineers to focus on support problem areas which increased
customer satisfaction and saved the company money
• Managed the on-boarding of India personnel to the United States Emergency
Response team to provide 24 X 7 support coverage
• Changed the process by collaborating with various groups to ensure Service Level
A greements were met on escalations from customers complaints to upper
M anagement (i.e. Bill Gates) which resulted in increased customer satisfaction and
reduced follow up complaints.
Project Manager (2000 – 2006)
Responsible for the planning, organizing and managing of resources to bring about the
successful completion of specific project goals and objectives
• Managed the move of a MSNTV customer support from Dallas Texas to Chilliwack
Canada. The move was completed in 3 months which was 50% of estimated
completion t ime
• Coordinated the development and deployment of agent productivity tools and
i nternal tools to increase productivity by 20% and customer satisfaction by 50%
• Promoted to Program Manager
T r imble Navigation 1992 – 2000
Business Analyst/Project Manager
A nalyzed business processes to determine and recommend system information solutions.
Defined and documented required tasks, established timelines and milestones, identified
owners on all projects and ensured milestones were met.
• Managed a project to implement an Automatic Call Distributor and changed from a
call back center to a live call center reducing cost by 33% and increasing Customer
Satisfaction with support to over 90%.
• Researched, recommended and implemented a call t racking system to replace
antiquated, inefficient system
• Increased technical support efficiency which resulted in increased customer
satisfaction
• Saved costs by having less downtime, process was more efficient and customer ready
• Improved customer retention through proactive resolution of Dead On Ar rival
equipment
Education
DeVry Institute of Technology, Phoenix Arizona
BA in Computer Science
Customer Operations Performance Center Certification
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