Project Manager Customer Service
Resume:
Philip G. Berish
**** *. ********** ** ? Liberty Lake, WA 99019 ? *******@*****.*** ?
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EMPLOYMENT GOALS
A leadership position in business/retail/office management. Responsible
for profit/loss margins, coaching and mentoring staff and positively
impacting bottom lines and future growth.
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AREAS OF EXPERTISE
Implementation Management Technical Management Budget Analysis
Project Management Building Teams Expense Control
Project Management Tools Creative Thinking Performance
Matrix
Process Management Six Sigma Methodology Strategic Planning
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CAREER TRACK
2004 to 2009 - National Implementation Manager - McKesson/Parata Systems,
LLC (Formerly McKesson APS) Parata Systems, LLC manufactures and installs
robotic dispensing systems for pharmacies. Parata recognized $140 million
in sales with net revenue of $11 million for 2009.
. Managed 6 Project Managers, 1 Project Coordinator and a team of 25
engineers who were part of an international implementation team
responsible for the successful implementation of over $60 million in
pharmacy robotic products and software in US and DOD bases abroad.
. Managed departmental budget of $10 million. Maintained customer
satisfaction while controlling cost and resource drain.
. Key developer of department and cross department processes. Utilized
Six Sigma principles to analyze areas for process improvements which
recognized cost savings. Recognized $100k in travel savings through
elimination of non-value added site visits.
. Worked with sister company in Canada to secure equipment and lead
times on robotics and software parts shipped from both Canada and
Korea
. Acknowledged by Company President for having a unique ability to
negotiate hostile customer situations.
. Successfully managed all facets of a new robotic product launch to
include:
o Process Maps
o Created product site prep and installation manuals.
o Developed customer training curriculum.
o Created customer feedback questionnaire to grade on site
Installation Teams and Project Managers.
o Wrote technical document to be used as a handoff from
Implementation to Customer Care and Field Service for future
customer maintenance and troubleshooting visits.
o Reduced average cost per installation 50% resulting in net
savings of $18k per event.
o Wrote business proposal for a capital expenditure purchase to
acquire a hydraulic gantry which helped reduce the required
number of engineers on site by one, thus freeing up bodies for
additional revenue generating installations.
o Assisted marketing with promotional materials and trade show
demos.
o Technical resource used by Sales to travel to customer sites,
analyze business models, pitch benefits of the product and help
"close the deal."
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Philip G. Berish
1819 N. Winchester St ? Liberty Lake, WA 99019 ? *******@*****.*** ? 509-
475-6293
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2002 to 2004 - Project Manager - McKesson APS, a division of McKesson,
manufactures and installs robotic dispensing systems for pharmacies.
McKesson is a Fortune 19 company with over $88 billion in fiscal revenue.
. Responsible for all aspects of the implementation of pharmacy
robotics, software and pill counting devices. Personally responsible
for the implementation of $10 million plus in products over a two year
period.
. Managed all aspects of projects, including planning, communication,
execution and completion. Trained customers on all products and
services.
. Problem solved installation obstacles, complex networking and security
requirements of large networks.
. Developed long term business relationships with customers.
. Assigned all high profile and complex implementations due to my
exceptional ability to overcome all obstacles and effectively
communicate project guidelines.
2000 to 2002 - Senior Project Manager - MCI Wireless, a division of MCI,
bundled and marketed cellular packages to individuals and small to large
business customers. MCI was a large Telecommunications company purchased
by Verizon in 2005.
. Primary responsibilities included management of 3 Project Managers and
10 wireless Customer Service Agents.
. Maintained and supported an account base of 55 customers with revenues
ranging from $1k-$500k per month.
. Discovered, implemented and communicated a fix within the vendor-
provided invoice billing system which resulted in a net savings of
$300,000 plus annually.
. Resolved wireless billing issues from a five state market segment.
Personally handled and resolved all large business account escalations
and individual escalations on a smaller scale.
. Tracked customer's quarterly revenues and issued penalties, waivers
and credits as needed. Monitored tariff rates and FCC regulations to
keep customers in compliance with changing federal regulations.
. Maintained and updated company wide spreadsheets which tracked invoice
bill dates, customer retention and billing/customer issues which
impacted customer invoices and company revenue streams.
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ACADEMIC AND PROFESSIONAL CREDENTIALS
Cornell College: Bachelor of Arts Degree - International Business
Professional Development: Six Sigma Greenbelt
Leadership Certifications
Technical Proficiencies: Windows XP Professional, MS Office, MS
Project;
Network Infrastructures
Project Management Software: Siebel CRM, MS Project, Clientele
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