Project Manager Customer Service

Sharlean A. Garcia, PMP

***** ******* **** 512-***-****

Austin, Texas 78754 *********@*****.***

SUMMARY

Project Coordinator with strong knowledge of PMI methodologies and

management techniques. Excels in high-pressure situations, works

autonomously with minimal direct supervision, and adapts rapidly in dynamic

environments. Ability to develop project scope including sharing resources,

timelines and delivery dates. Extensive skills in team-oriented

environments and establishing rapport with peers, subordinates and

customers. Effective at meeting customer's needs, process development and

training. Detail oriented with a strong ability to accept new

responsibilities while delivering high-quality results.

CORE COMPETENCIES

Organization Integrity and Trust

Time Management Written Communication

Customer Focus Composure

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PROFESSIONAL EXPERIENCE

DELL, Austin, Texas 2010 -

Current

Deployment Project Analyst - GPT

Provide support to the Project Managers by reworking service deployment

projects. Also setup order management and ensure a good relationship with

service providers, customers, shipping/logistics and project managers.

Effectively multi-task and ensure complex projects are re-worked

thoroughly.

Key Achievements:

> Coordinate and monitor status of order shipment to customer

sites.

> Reconcile billing reports, SKU's and documents.

> Create relationships by ensuring a good customer experience

and service level agreements.

> Assist with coordinating deployment issues and facilitating

resolutions.

GLOBAL FOUNDRIES, Austin, Texas 2009 - 2010

Project Assistant

Provide support to the Program Management Office and team locally and

globally. Help ensure efficient operation of the team by coordinating

travel, meeting logistics and managing calendars. Maintain project

documentation using Microsoft SharePoint. Assist Sr. project managers,

Agile project managers and project leads with scheduling, tracking and

reporting.

Key Achievements:

> Functional SharePoint administrator of sites and sub sites

to ensure users have access to the appropriate

documentation along with creation and customization of

those sites.

> Use organization skills to ensure meetings and logistics

are setup correctly for both the U.S. and Dresden, Germany

participants.

> Created and track consulting invoices against the statement

of work and purchase orders on the SAP project to ensure

invoices are billed accurately and the budget is not

exceeded.

> Assist Agile Project Manager with B2B and Eportal project

schedule, meetings, action items and tasks from Sprints.

TEMPLE-INLAND, Austin, Texas 2006 - 2008

Project Administrator

Adhere to Project Management Office policies, procedures, and

methodologies. Help coordinate project scheduling, administrative tasks

and be budget conscious. Support the project managers by keeping track of

the schedule and tasks. coordinated meetings, book conference rooms, and

conference calls. Manage meeting minutes and action items during meetings

and performs basic follow-up. Prepare and disseminate daily and weekly

reports as needed. Assist project managers with creating and maintaining

project planning documents, special projects and assignments as needed.

Communicate status on projects and assignments to managers and

stakeholders. Audited projects for compliance with the project governance

policies.

Key Achievements:

> Conducted project governance audits to ensure required

forms and policies are adhered to by project managers.

Provided management status reports on audit progress and

results.

> Successfully coordinated training for 3,000+ users during

the JD Edwards upgrade. Worked side-by-side with training

team to ensure complete attendance for training sessions.

Sent ongoing communication to JDE users on the upgrade and

any outstanding issues.

> PlanView administrator responsible for supporting the

PlanView application. Field application support questions

from internal customers. Maintained system, planning and

analyzed any issues with the application. Recommended

corrective action on any system solutions. Kept track of

timesheets, reporting, creating new users, update and

monitor resources when needed.

> Assisted project manager with upgrading the property tax

system to an ASP through E-Thomson. Coordinated meetings

between the vendor and project team. Provided status report

to steering committee and ensured project was completed on

time.

> Coordinated the rollout of upgrading the scanning equipment

at the box plants. Also an onsite resource at the box

plants to help oversee the installation and communicate

back to the project team. Liaison between the vendor and

the internal customer. Assisted with travel planning and

preparations.

> Worked with project manager on Concur (expense system)

upgrade and coordinated meetings, presentations, project

schedule, issues and user acceptance testing.

XEROX CORPORATION, OMNIFAX DIVISION, Austin, Texas 1992 - 2006

Project Coordinator, 2002 - 2006

Managed a staff of 6 database analysts and assigned projects. Oversaw day-

to-day tasks of the IT team and ensured timely deliverables of projects by

tracking status against the plan. Gathered business requirements from

functional managers to create plans, objectives and goals to formulate a

successful implementation of projects. Provided support to functional

managers on project tasks, reporting and metrics. Effectively documented

project plan and scope while communicating project status with stakeholders

and managers.

Key Achievements:

> Successfully managed and motivated a cross functional team

on upgrading the Oracle version from 11.5.6 to 11.5.8.

providing new enhancements and reduced costs to $600k for

all departments assuring good reporting and customer

service.

> Oversaw Omnifax migration project ensuring smooth

transition of installed base, contracts, pricing, customer

information and reporting through flat files and feeds.

> Project Coordinator for Process Documentation Team whose

primary accomplishment was Phase 1 of the Sarbanes Oxley

404 work process that resulted in company savings of $700k.

> Efficiently managed to completion and stayed within the

timeline of the Vertex (tax software) upgrade providing tax

department with savings of $55k and enhancements for more

concise tax calculation for customers.

> Member of Business Transformation Team, consistently

improving processes across all functional departments

resulting in improved internal and external customer

communication.

Customer Service Supervisor, 1997 - 2002

Supervised a staff of 15 customer service representatives, which received

1000 calls per day. Analyzed daily, weekly and monthly call center metrics

achieving customer and company expectations. Interviewed and hired

prospective new customer service representatives. Monitored employee

performance and provided written evaluations. Effectively resolved customer

inquiries related to staff and procedural concerns.

Key Achievements:

> Represented service organization on the Oracle 11i Senior

Management Implementation Team.

> Accomplished the execution of training, documentation and

new processes in the service organization on the Oracle lli

system.

> Actively assisted Customer Service Manager with upgrading

company phone system from Rolm to Lucent, providing instant

viewing of customer calling and reporting access.

> Created daily, weekly and monthly reports on call center

metrics for management and staff, which improved customer

hold time.

> Conducted monthly audits of service calls and service

billing, validating accuracy of invoicing and ensuring

total customer satisfaction with a 40% increase in billing

accuracy.

> Assisted in consolidating service billing to Austin site,

resulting in savings of $500k annually.

> Undertook the process of upgrading the manual call center

to an automated center by utilizing OMD, paging and phone

system resulting in reduced repair time for the customer.

EDUCATION

University of Phoenix

Bachelors Degree of Science / Management- June, 2009

PROFESSIONAL DEVELOPMENT & CERTIFICATIONS

Project Management Professional (PMP)

Lean Six Sigma Yellow Belt

Project Management three day course

Xerox Performance Recognition Award for Phase 1 of SOX-404 Work Process

Process Documentation Training

Xerox Leader Award for Management of Upgrade to Oracle lli

Xerox Team Accelerator & Crucial Conversations

Xerox Management Development Workshop

COMPUTER SKILLS

Microsoft Word 2007 Microsoft Excel 2007

Microsoft PowerPoint 2007 Microsoft Visio 2007

Microsoft Project 2007 Microsoft Outlook 2007

JIRA Alfresco

Adobe Photoshop Docushare Windows Client

PlanView System databases used: Oracle

SharePoint 2007 Applications lli: version 11.5.8 and

OMD

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