Project Manager Customer Service

Title:Student Aid

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

Document

Source below

NAME:,

ADDRESS:

ADDRESS2:

CITY:

STATE: KS

ZIP:

CANDIDATE ID: 2916693

US CITIZENSHIP:

EDUCATION:

EXPERIENCE: 0

WILL RELOCATE: No -

JOB WANTED:

RATE NEEDED:

TELEPHONE: 913-***-****

EMAIL: *****.*****@****.******.***

HOMEPAGE:

COMMENTS:

HOTTEST SKILLS: product, market, information technology, billing, communication,

marketing, programmer, systems analyst, growth, pricing, sale, accounting, budget,

capital, expense

REVISION: 08-SEP-02

RESUME:

NAME:

ADDRESS:

CITY: Overland Park

STATE/PROVINCE: Kansas

ZIP/POSTAL CODE: 66223

COUNTRY: US

EMAIL: Home: *****.*****@****.******.***

PHONE: Home: 913-***-****

CANDIDATE ID:

CITIZENSHIP: United States

Citizen or National

EDUCATION: Bachelor Degree

EXPERIENCE: 10 Years

WILL RELOCATE: No

RELOCATION INFO:

JOB WANTED: Any

RATE NEEDED: 90,000/yr

HOMEPAGE:

COMMENTS:

HOTSKILLS:

KEVIN KLOTZ

15830 Maple

Overland Park, KS 66223

Home 913-***-****

Office 913-***-****

PROFESSIONAL SUMMARY

Significant experience in product management, project management, systems

analysis, and customer service in the telecommunications industry focused on

domestic and international voice products for residential and business

customers.

WORK EXPERIENCE

Manager, Operations Projects

Sprint Corporation, Overland Park, Kansas July, 1999 - Present

--Direct National Project Managers in the deployment and upgrade of software

solutions to the client desktop through the Local Telecommunications Division.

--Manage the timely completion of software and hardware installation, changes,

and upgrades to client workstations.

--Coordinate the movement of clients between existing locations and new

corporate campus.

--Gather requirements from Network and Operations organizations to ensure the

available software best meets the needs of the business.

--Manage the expense and capital budget for two cost centers expending$500,000

annually.

Product Manager

-ION

Sprint Corporation, Kansas City, Missouri February, 1999 - July, 1999

--Lead Product Manager for long distance voice products for new integrated

voice/data product offering-ION.

--Assessed the impact of new technology on existing long distance voice

products.

--Gathered requirements from all long distance voice product managers to

incorporate into the specifications for ION development.

--Developed new product requirements to build on the success of the ION

platform.

--Monitored the competition's response to ION and the subsequent re-packaging of

existing products in the marketplace and drive the competitive response.

--Developed a new process to manage the introduction of new ideas and

technologies into the product development life-cycle.

Product Manager

-Toll Free Service

Sprint Corporation, Kansas City, Missouri April, 1996 - February, 1999

--Managed total life cycle needs of Enhanced Toll Free Service from product

concept through development to market launch.

--Developed competitive strategy for new Intelligent Network Toll Freefeatures.

--Monitored competitive trends and evolving market demands to determine

requirements for new products or enhancements to the existing product line.

--Drove development of new product features to ensure the Toll Free product line

meets the needs of the market.

--Evaluated and approve pricing opportunities to match competitive threats to

existing customers.

--Recommended responses to competitive activity and product growth opportunity.

--Analyzed the impact of various technological advances and regulatorychanges

to our products and marketing positions.

--Developed and maintained product literature, forms, and collateral used by

customers, field sales, and customer service organizations.

--Delivered product training and feature demonstrations to customers, field

support, training development, and product development.

Senior Project Manager

Sprint Corporation, Kansas City, Missouri January, 1994 - April, 1996

--Established project development teams to ensure Client requirements were met

and delivered when needed.

--Ensured project levels of effort were developed and communicated throughout

the impacted organizations.

--Ensured project milestones were met by impacted organizations.

--Conducted Client requirement definition sessions to support Toll-Free and

Calling Card products for Sprint Canada.

--Developed supporting documentation for the Malcom Baldridge Quality Award.

KEVIN KLOTZ

Page 2

Software Development Customer Support Team Leader

Sprint Corporation, Atlanta, Georgia May, 1993 - January, 1994

--Provided primary point of contact for system issues and resolution.

--Conducted preliminary research and root-cause analysis on problems.

--Served as an expert interface to all Marketing channels on training related

issues.

--Communicated problem ticket resolution/status to ticket originator.

--Determined the appropriate routing of problem tickets within application

groups.

--Developed weekly and monthly reporting and maintained process measurements for

Customers and management.

Senior Project Manager

Sprint Corporation, Kansas City, Missouri April, 1991 - May, 1993

--Represented Information Technology on Product Development Teams supporting

Business Improvements, Toll-Free, and Calling Card platforms.

--Conducted due diligence vendor evaluations to support International business

opportunities.

--Identified Information Technology resources necessary to support newprojects

during the project's development.

--Conducted project meetings and status walk-through sessions to keep impacted

parties apprised of project progress.

--Managed projects by ensuring Client requirements and milestone dateswere

achieved.

Programmer Analyst IV, Systems Analyst

Sprint Corporation, Kansas City, Missouri April, 1989 - April, 1991

--Successfully implemented system modifications to support Enhanced Toll Free

Service, Global Calling, Sprint Express, FONCard, and International Operator

Services.

--Produced system requirements for internal and external system development

organizations based on Client requirements.

--Conducted project meetings and status walk-through sessions to keep impacted

parties apprised of project progress.

--Provided a reference point for Information Technology and Business Unit

Sponsors to answer questions relating to products, projects, and theircurrent

status.

--Assembled project documentation and levels of effort from impacted areas.

--Defined current system processes impacted by new products and product

concepts.

--Identified system problems related to the introduction of new products.

--Conducted system user meetings to allow the user community to provide input

for easier system use.

--Provided system support knowledge and expertise to field users to allow them

to effectively serve the Customer base.

Senior Major Account Customer Service Representative

Sprint Corporation, Denver, Colorado October, 1986 - April, 1989

--Proactively pursued Customer goodwill by contacting major Customers on a

monthly basis to ensure service satisfaction.

--Quickly defined Customer problems and produced effective solutions.

--Effectively resolved all service, billing, or general account maintenance

issues while retaining Customer goodwill.

--Maintained current product knowledge and suggested new and better products to

our Customers to encourage increased long distance usage and billing.

--Successfully built and maintained excellent Customer relationships.

--Successfully retained and maintained client base with $8.4 million in annual

billing.

EDUCATION

Masters Certificate in Project Management, George Washington University,

Washington, DC

Bachelor of Science

in Accounting, Metropolitan State College of Denver, Denver,

Colorado

Contact this candidate