Customer Service Management

Edward G. Gerenda, Jr.

**** ***** **** ? Sewickley Hills, PA 15143

Home Phone 412-***-**** ? ********@*******.***

PROGRAM/PROJECT MANAGEMENT PROFESSIONAL

Analytical, enthusiastic and innovative program/project management

professional with progressive management, marketing expertise and ability

to carry out various work breakdown constructions in diverse academic and

corporate arenas with demonstrated initiative, creativity and success.

Adept at business development life cycle processes including analysis,

design and implementation. Ability to deliver productivity and quality

improvements through well-managed, on-time projects. Expert communicator -

able to resolve conflicts and negotiate win-win outcomes.

E D U C A T I O N

Carnegie Mellon University

Pittsburgh, PA

H. John Heinz III College of Public Policy and Management

Master of Public Management 2010

. Concentration: Management

Harvard Business School

Program for Managers On-Line 2008

University of Pittsburgh

Pittsburgh, PA

Bachelor of Science 2004

. Concentration: Mathematics

SELECT HEINZ COLLEGE PROJECT EXPERIENCE:

. Data Analysis for Managers: Analyzed H1N1 vaccine clinical trial

through current data collected from the CDC, WHO and NIAID using

simple linear regression and correlation

. Economic Principles and Policy Analysis: Wrote a policy paper on

consumer versus market demand for organic food and the FDA-USDA

policies regulating farming, labeling and price

. Financial Analysis for Managers: Analyzed corporate balance sheets and

financial statements and made recommendations

. Information Systems for Managers: Developed a new database for

Highmark's corporate supplier registration from initial database study

to prototype, queries and implementation

. Organizational Change: Evaluated how to effectively cope with

downsizing for a local organization specifically motivating employees

who remain after the organizational change

. Organizational Management: Analyzed how to manage innovation for a

manufacturing company specializing in plastic molding by developing

strategies of a hybrid approach

. Project Management: Created a Statement of Work for an arts

organization using various project management tools including MS

Project

. Strategic Planning: Developed a complete strategic plan for Swift and

Associates, Audiology & Hearing Aids, Inc. from a new mission

statement to long-term objectives and strategy analysis

R E L E V E N T C A R E E R E X P E R I E N C E

Manager, Executive Programs, Office of the President,

Pittsburgh, PA

Carnegie Mellon University

2005 to 2010

Responsible for the development and implementation of annual business

plans. Review and prepare weekly project status reports during each

operational phase for upper management. Presents periodic reports on the

current program, identifies future opportunities and resolution of

potential issues.

Selected Accomplishments:

. I took the responsibility of identifying new processes, finding out

gaps in existing processes, arranging training modules for new process

development and implementation. In this aspect I took the

coordination, management of all activities throughout the department.

. Provide on-site management and quality control to ensure projects meet

time and budget requirements. Ability to understand abstract

relationships, set concrete performance goals, task prioritization,

and detail organization.

. Adept at setting and administering project budgets and fiscal policies

based on task breakdown, materials, information, and resource

allocation plans through the strategic use of resources by analyzing

cost planning and itemized expenditures.

. Developed a planning system called Final Outcome Planning designed to

address the intricate needs of high-level project management.

. Evaluated processes to improve processes and employee morale to reduce

absenteeism and tardiness by 25% and increase productivity and service

quality in a multicultural non-union environment.

Manager, Special Projects, Office of the Chancellor

Pittsburgh, PA

University of Pittsburgh

2000 to 2005

Collaborated with Secretary of the Board and Assistant Vice Chancellor

and campus constituencies in all phases of the planning process to

establish a customized work plan for each project and event.

Identified and creatively addressed existing and potential problems to

ensure events reflect the values and priorities of the university.

Selected Accomplishments:

. I was involved in various activities of the projects like information

gathering, analyzing the information gathered, documenting the

functional or business requirements. I also wrote test plans and test

cases of the business process or application.

. Responsible for analyzing department for problems and flaws in order

to ensure solutions that enable the department and organization to

survive and thrive.

. Maintain continuous alignment of program scope with strategic business

objectives, and make recommendations to modify the program to enhance

effectiveness toward the business result or strategic intent.

. Excellent research, data collection, data synthesis, integration, and

documentation skills required for documentation of process development

and to develop event forecasting models and scenario analyses.

. Headed the implementation team for various projects including the

annual Health Sciences trade show, scientific showcase and technology

exhibition, symposium, and lectures with world renowned scientists and

distinguished speakers including the Dickson Prize, Plenary, Mellon,

and Klaus Hoffman Lectures. Managed budget for overall cost estimates

to individual tasks saving $150,000 on following year's conference.

Executive Administrator and Customer Relations Manager,

Pittsburgh, PA

Kaufmann's Department Store

1991 to 2000

Managed daily department activities gained through comprehensive

knowledge of the office system, while independently responding to

client issues and coordinating special projects on behalf of the

executive director.

Selected Accomplishments:

. Directed a 20-person customer service department including hiring,

training, and managing staff. Managed customer service staff

responsible for processing incoming collection payments, coordinating

timelines, and handling incoming calls from customers and regional

branches resulting in successful account retention record of 98%.

. Responsible for designing official company computer protocol for

reports and spreadsheets to monitor and track collection trends and

gross proceeds

. Directly responsible for identifying areas of departmental strength

and weakness while implementing company policies, standards, and

changes in operation and systems to optimize productivity and bottom

line.

. Coordinated and implemented corporate projects, policies, procedures,

ventures and acquisitions.

S K I L L S

Advanced user of multiple software applications with expertise in current

office automation technologies including MINITAB Statistical Package,

ORACLE financial management system, ACCESS 2007, ADVANCE Fundraising

Software Package/Database, SQL, VISIO and SmartDraw 2009 business graphics

software, Microsoft Office Suite, MS Project and PowerPoint.

P R O F E S S I O N A L A F F I L I A T I O N S/ G

R O U P S

Association for Public Policy Analysis and Management, member, 2010

Continuous Improvement, Six Sigma & Lean Group, member, 2010

Future Trends (corporate visionaries & future thinkers), member, 2010

Global Project Management, member, 2010

Lean Six Sigma, member, 2010

Supply Chain Today, member, 2010

Worldwide Management Consultants, member, 2010

National Association of Science Writers, Inc., 2000 - 2004

American Chemical Society, 2000 - 2002

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