Project Manager Customer Service

*** ****** ***** *****

Marietta, GA ***** 404-***-**** *********@*******.***

Kiersten Brickell Howe

Objective To analyze organizational processes and efficiencies. Use performance

metrics and key performance indicators to manage core objectives. To

communicate effectively among internal and external customers.

Experienc March 2007 - Present Serco, Inc. www.serco-na.com

e Contract Project Manager, Transportation Management Center, Georgia

Department of Transportation

Manage the daily 24/7 operations of the Serco staff at the Georgia

Department of Transportation's Transportation Management Center (TMC)

Develop policies and procedures for staff

Maintain, update and enhance performance metrics and key performance

indicators

Responsible for recruiting, interviewing, hiring, firing and training

of all staff

Initiated the employment open house for recruiting new staff at the TMC

Held recruitment sessions at Metro Atlanta university campuses

Oversee employee training, recertification's and employee development

to improve employee job proficiency and accuracy

Established and lead a training committee to revamp the Operator

training program and certification

Developed online Learning Management Training certification and

knowledge center

Work closely with TMC's Operation Managers and Supervisors providing

strategies and suggestions for improving business processes

Maintain invoicing, scheduling, budgeting, ordering and overall

management of $12 million contract and GDOT programs and initiatives as

they pertain to the TMC Operations staff

Implement and maintain several national programs for the GDOT such as

511, TRIP and STIX

Oversee engineering task orders such as Benefit Gap Analysis, ITS Cost

Benefit study and Strategic Deployment Plan

1998 - 2006 Online Resources Corporation www.orcc.com

Training Consultant

Develop, implement and train new training programs and manuals for

internal staff, Call Center employees, Account Managers, Sales Managers

and Implementation Managers on new software applications and

enhancements to existing end-user product applications

Work daily with Implementation Managers assisting clients going through

the implementation process prior to launching software and/or services

Provide onsite support and guidance for newly implemented clients

Assist developers, QA testers, and product and project managers in

creating the latest and most effective end-user applications for our

clients

Develop and implement classroom and web based programs and user manuals

to compliment current software product offerings

Design training workshops to enhance employees and client's staff.

Programs include Advanced Selling Skills, Enhancing Customer Service

Skills, Improving Communication, Coaching Programs and Microsoft Office

classes

Evaluate training practices and develop programs to determine training

needs

Additional Employment References Available Upon Request

Education

University of Maryland College Park, Maryland

East Carolina University Greenville, North Carolina

Interests 3 year volunteer with the Leukemia and Lymphoma Society's Team in

Training Marathon Program for runners. Volunteer for Labrador Retriever

Rescue of the Potomac.

Skills MS Office including: Outlook PowerPoint, Excel, Word, and Microsoft

Live Meeting, Web Ex, Remedy CRM, Windows, LMS (Learning Management

Training Software), KRONOS, scheduling software, plus excellent time

management and organizational skills. Highly self motivated.

Contact this candidate