Manager Project

Cathleen Ham

Email: *********@********.***

Address: ** **. ****'s Rd

City: Teaticket

State: MA

Zip: 02536

Country: USA

Phone: 508-***-****

Skill Level: Management

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CATHLEEN HAM

37 St. Mark`s Road . East Falmouth, Massachusetts 02536

508-274- 5128 . 508-495- 0302 . *********@********.***

Project Manager . Marketing Communications Manager . Training Manager

Creative, results-oriented, marketing communications and product management professional with a proven record of developing and leading strategic programs that produce measurable results. Specialize in creating and implementing market specific communications programs that integrate interactive, product training and customer support to build brand awareness and increase sales. Excel in managing both strategic planning and tactical details for large, complex projects. Skilled manager who focuses on hiring the best people, collaborating effectively to set priorities and motivating employees to consistently exceed expectations. Areas of expertise:

Marketing/Communication Strategy . Business Planning . Increasing Revenue . Process Development

Project Management . Web Communications . Technical Support . Customer Education

Executive Communications . Developing Training Materials . Developing Documentation

Team Leadership . Staff Motivation . Sales Support . Event Planning . High-Impact Presentations

PROFESSIONAL EXPERIENCE

VERIZON BUSINESS . Hyannis, Massachusetts . 2008-November 2011

Verizon Business is the global IT solutions partner to business and government. As part of Verizon Communications-a company with nearly $108 billion in annual revenue-Verizon Business serves 98 percent of the Fortune 500.

Technical Manager- IT HR Portfolio Management

Support Vice President of IT Enterprise Ordering in both strategic and tactical situations. Manage the Human Resource activities for over 1700+ company resources including employees and contractors. Develop organizational headcount reports to illustrate the impact of resources on $82 million capital and $18 million expense budgets. Manage compensation process for over 500 employees calculating merit increases and incentive bonuses for all eligible resources. Manage succession planning, promotion and recognition programs.

. Realized $18 million dollar capital reduction through the reduction of over 150 Time & Material resources.

VERIZON COMMUNICATIONS . Hyannis, Massachusetts . 2001-2008

Leader in broadband and other wireline and wireless communications with more than 67 million customers nationwide and revenues of $93.8 billion annually.

Technical Support Manager- Customer Documentation, Training, eLearning Management, Customer Self-Service

Fulfill multiple distinct functions in website content and customer training, providing website strategy focused on reducing cost by developing high-quality self-service tools. Oversee development of all operational content to the company`s partner solutions website, providing information about new products to facilitate ordering and creating documentation to assist customers with using the electronic interface to submit transactions. Develop and deliver customer training on strategic, high-margin products, focusing on educating customers on how to order as well as using customer interfaces. Supervise as many as 15 personnel and a $2.7 million expense budget.

. Slashed call-center volume by 20% year-over-year by developing web content and training workshops that resolved the most frequent customer problems.

. Saved $750,000 annually by implementing an online ticketing function that automated the help desk and call center functions and ultimately eliminated call center support for this function.

. Implemented a customer self-service e-learning program, including developing web-based training materials to assist in product ordering, that saved $350,000 annually by eliminating the need for instructor-led training programs.

. Achieved customer satisfaction ratings of 80% with strategic customers (a 45% increase year-over-year) by redesigning the wholesale customer website`s home page to improve navigability, implementing a new glossary, improving search engine and creating a new site map.

. Honored with Verizon Excellence award and multiple -On the Spot- awards.

BELL ATLANTIC . Boston, Massachusetts . 1995-2001

Communications company with $50 billion in revenues and 150,000 employees during time of employment. Now part of Verizon Communications.

Senior Staff Consultant (1999-2001)-Executive Presentation Support

Coordinated the development of executive speeches for customer positioning events and conferences, employee recognition events, investor relations meetings, etc. Tracked the performance of strategic initiatives and multiple lines of business to ensure consistent positioning and report on key achievements.

. Authored executive speech for the pilot investor-relations conference; speech introduced the $3 billion capital investment program for the company`s network.

. Coordinated a trade show at the investor-relations conference that featured strategic products.

Senior Specialist (1998-1999)-Marketing Communications

Directed all aspects of marketing strategy for the $5 billion wholesale market, including coordinating all customer positioning events, trade shows and workshops. Led preliminary planning to ensure achievement of all milestones. Managed corporate event logistics such as booth graphics, marketing collateral and booth staffing while providing exhibitor logistic support. Liaised with sales, marketing and product management to identify products to highlight. Provided event analysis and follow-up reports based on attendee evaluations and ROI. Simultaneously managed the direct mail program, providing formatting, coordinating with the mail distribution vendor, developing distribution list and negotiating the timeline for as many as 5 projects daily.

. Initiated a complete overhaul of direct mail processes, saving $250,000 in vendor costs by transitioning from U.S. mail distribution to e-mail distribution, centralizing the customer contact database and giving all users access to stored documents.

. Received the Bell Atlantic President`s Club Award for superior performance.

Wholesale Marketing Specialist (1995-1998)-Executive Support

Supported Vice President of Sales and Marketing in both strategic and tactical situations. Developed business cases to secure funding for strategic product development, describing the product to be developed and detailing its impact on costs, productivity or revenue. Supported planning and contract negotiations for bi-annual customer conferences, 3-day customer positioning events, employee recognition event, customer golf tournament, educational workshops and executive presentation sessions. Tracked expense budget of $1.5 million and managed event budgets as large as $500,000.

. Supported sales closings and lead generation and facilitated achievement of $5 billion sales goal by developing successful customer events.

Career Note: Previous employment includes Vendor Services-Service Representative with NYNEX. Full details available on request.

EDUCATION

Master of Science in Business Management . Lesley College . Cambridge, Massachusetts

Bachelor of Science in Public Policy and Management

Carnegie Mellon University . Pittsburgh, Pennsylvania

PROFESSIONAL DEVELOPMENT

Certificate in Meeting Management - Bentley College

Dale Carnegie Professional Certificate in Effective Speaking and Human Relations

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