Project Manager Customer Service

Emily Greenaway

**** * ******* **** ** ( Chicago, IL 60610 815-***-**** (

************@*****.***

Objective

To obtain a position in a dynamic customer focus environment.

Summary of Qualifications

Talented, detail oriented, experienced IT analyst. Experience in

clarifying business requirements, meeting timely project goals, and

initiating process improvements. Excel at defining problems, outstanding

communication skill, and strong work ethic, working in teams, and

motivating others. Consistently provide outstanding results and innovative

solutions with frequent and highly rated business client satisfaction,

feedback and recognition.

Professional Experience

AT&T: Hoffman Estates, IL IT Business Analyst/Client Liaison May

2008 - Present

. Collaborate with Sales Operations business clients to analyze

requirements and business needs

. Train and provide production support for 30-50 clients on an IVR

(Interactive Voice Response) web support tool

. Assisted a client in a workaround that resulted in a cost avoidance

of ? $160k a month

. Interact with senior level leadership on important project decisions

. Analyze and summarize weekly and monthly IVR reports for upper

management

. Identify opportunities for improvement of current business and IT

operations

. Received AT&T Customer Service Excellence Award, an award that is

presented to an elite group of employees who go above and beyond to

embrace the spirit and goals of The AT&T Customer Rules!

AT&T: Hoffman Estates, IL Associate IT Analyst/Project Manager June

2006 - May 2008

. Assistant project manager for six high complexity IVR projects,

working at least two simultaneously, with project teams exceeding

150-200 per release

. Ensured projects were deployed on time and within budget by

utilizing the SDLC

. Organized and facilitated large project team conference calls

. Exceeded client expectations project to project, consistently

delivered high quality work

SVI Systems: Peoria, IL Technical Specialist Spring 2006

. Resolved system and software issues via phone for hotel guests

. Improved my ability to work in a team oriented environment

Player's Edge: Marengo, IL Business Development Representative

Summer 2005

. Marketed Nike volleyball apparel and equipment to athletic

representatives

. Contributed to the sales logistics and increased sales by 30% from

2004

. Scheduled and organized three sales appointments per week

. Distributed products to over 50 accounts

Technical Skills

. Microsoft Products: Outlook, Visio, PowerPoint, Excel, Project,

Word, SharePoint, Live Meeting, Business Objects

. Windows XP, Mac OS X

Certifications

. Certified Six Sigma Yellow Belt

. Certified Personal Trainer - NASM

. Adult/Child/Infant CPR and AED - American Heart Association

Education

Bradley University Peoria, IL

May 2006

. Bachelor of Science in Business Computer Systems

. President of Bradley University's Women's Club Volleyball Team

. Vice President of Women In Technology

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