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Project Manager Customer Service

Woodinville, Washington, 98072, United States
May 29, 2010

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Heather Hootman

***** ***** ***. **, ***. *-***

Woodinville, WA 98072

Phone: 425.***.****

Dedicated and incisive Project Manager with a significant background in

the wireless industry eager to contribute unique technical writing,

quality assurance, and customer relations expertise toward supporting a

dynamic organization in optimizing bottom-line performance.


. Meticulous and focused problem solver with a solid reputation for

integrity, relationship-building skills, organizational skills, and

commitment to quality control and customer satisfaction.

. Highly skilled in requirements definition, priority-setting, project

plan development, risk identification and assessment, and vendor

evaluation and selection.

. Outstanding capabilities in flawlessly navigating the complete

systems/project management life cycle; considerable strengths in Agile

programming process.

. Specialize in efficiently directing and managing technical writers and

software developers in multiple website launches.

. Adept at managing key accounts with three of top four wireless

operators nationwide (AT&T, T-Mobile and Verizon Wireless).

. Highly skilled in driving enterprise-wide continuous improvement

initiatives, security remediation projects, and internal program


Professional Experience

Wireless Data Services, Kirkland, WA, 2002 to Present

Project Manager (2006 to Present)

. Steer complete project management lifecycle from requirements

specifications and SOPs through to enterprise-wide development,

integration and administration of existing and new WDS product and

service web sites.

. Facilitate cooperative and cohesive efforts among sales, marketing,

account managers, operations manager and executive staff for projects

such as launch of new AT&T International Care and Verizon West

Indirect call centers.

. Exhibit outstanding leadership talents as product owner within

development team using Agile methodology.

. Spearheaded launch of new business location and new line of business

in only six weeks.

. Serve as primary point of contact and sole subject matter expert for

customer issues relating to authored and hosted websites.

. Extensively work with Fortune 500 customers to analyze and accurately

define scope and establish timelines for commercial engagements.

. Championed \ project management for launch of new 400-seat call


Continued ...

Heather Hootman ~ Page 2 of 2

Professional Experience continued ...

Regional Knowledge Manager (2005 to 2006)

. Directed, mentored, and motivated team of seven technical writers and

testers in authoring web content for wireless operators which

dramatically boosted customer satisfaction and decreased average call

center handle time.

. Elevated site uptime by optimizing customer service and standardizing

web features where possible.

. Integral member of global teams tasked with localization of several

websites, successfully reducing costs by customizing existing content

to specific client requirements.

Senior Knowledge Administrator (2002 to 2005)

. Assembled technical documentation for end users and Customer Service

Representatives of three major US wireless operators, effectively

slashing support calls as well as technology device returns.

. Rapidly promoted to senior role based on exceptional performance in

streamlining content development, fortifying quality and cost control,

and bolstering team productivity.

. Trained and advised documentation team in writing standards and best


. Seamlessly partnered with IT staff, executive managers, and developers

in completing broad range of projects.

. Suggested enhancing technical guides with images and project-managed

initiative to significantly strengthen reader comprehension.

Prior Background:

Technical Specialist, PricewaterhouseCoopers, Tampa FL, 2001 to 2002

Technical Specialist (Contract), ARC/Verizon, Tampa FL, 1999 to 2001

Professional Development / Specialized Training

SharePoint 3.0 Level 1, Bellevue Community College, Bellevue, WA, 2009

Project Management Fundamentals, Comsys, Kirkland, WA, 2007

Software Development and Requirements Gathering, Comsys, Kirkland, WA, 2007

ISO 9001:2000 Internal Auditors Certified, AQS Management Systems, Las

Vegas, NV, 2005

Saint Petersburg College, Saint Petersburg, FL 1996-1997

Technical Expertise

UNIX, SCO, Mac platforms, Windows (all versions), Microsoft Office Suite,

PeopleSoft, SAP GUI, UNIX, Solaris, HP, AIX, Best1, Tivoli, SEQ5, ISO

9000:2000, SharePoint 3.0

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