Project Manager Customer Service

Amanda Stock

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

Address: *** ********* *****

City: Cary

State: IL

Zip: 60013

Country: USA

Phone: 847-***-****

Skill Level: Management

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

AMANDA (Amy) STOCK

675 Knollwood Drive Cary, IL 60013-2468 847-***-**** *********@********.***

SUMMARY STATEMENT

Accomplished Business Process Consultant with a history of success in developing, implementing, and managing efficient business processes and operations in both large and small companies in financial services, health care, transaction processing, and technology environments. Proven ability to bring analytical objectivity and provide strategic advice to drive changes that streamline operations, improve efficiencies, and reduce costs. Able to manage cross-functional, cross-departmental, cross-geographical, and virtual teams to accomplish objectives within aggressive timelines. Areas of expertise include:

Strategic Planning

Logistics/Organization/Prioritization

P & L and Budget Management

Project Management

Multiple Site Management

Customer Service

Client Retention

Business Start Ups & Transitions

RFP/Contract Negotiations/Sales

Leadership/Team Building

Metrics & Processes

Training & Development

PROFESSIONAL EXPERIENCE

PITNEY BOWES MANAGEMENT SERVICES 2001 - 2011

Solutions Consultant

Developed processes, procedures, and technical solutions for a diverse client base to maximize their business efficiencies and multi-channel communications, while helping to cut costs and meet regulatory standards. Led service delivery to many large, complex accounts including Bank of America, State of Indiana, and Cleveland Clinic.

Consistently met or exceeded business goals, achieving over $40MM in revenue.

Implemented complex solutions for several national accounts with up to 40 sites across the country.

Directed the implementation process of new accounts nationwide including standard operating procedures, workflow processes, staffing recommendations, equipment installations, network systems, training, vendor contracting and negotiations, reporting, disaster recovery plans and client relations.

Developed solutions for:

~ Seven agencies in the State of Indiana for a $12MM contract and savings of $3MM in their first year.

~ A Fortune 100 company that led to the award of a $20MM contract and a personal letter from the EVP of the client in recognition of a flawless implementation.

~ A premier health care facility, which led to a $5MM contract. Implementation was successfully completed within the aggressive timeframe requested by the client.

~ A national membership organization generating a $7MM contract.

Developed new product strategies which were rolled out nationwide and became the standard for service delivery. Overall Project Manager for development of new product strategies.

Created an ROI calculation tool and pricing models that reduced Proposal Response time by 15%.

Developed a toolkit for consistency in deliverables that increased customer satisfaction by 17%.

Developed training program for rollout of new sales strategies which received accolades for content / delivery.

Trained Solutions Consultants to use new strategic business initiatives, doubling the number of new proposals.

Implemented a disaster recovery plan for a Federal agency enabling resumption of services within 48 hours.

Held Team Lead position for 6 years. Implemented employee engagement and continuous improvement initiatives, resulting in a 2% increase in employee engagement scores.

Received PB 1 Leadership award - awarded only to the top performers within each group.

Received PB 1 Award in 2005 and 2009. This highly coveted award recognizes behaviors that support the PB Vision, Operating Principles, and Growth. One of 2 employees in the division to receive this award twice.

Awarded the Enterprise Relationship Development Gold award for client satisfaction and global performance.

AMANDA (Amy) STOCK Page Two

DANKA SERVICES INTERNATIONAL, Chicago IL 1998 - 2001

Business Consultant

Performed analysis; identified improvement opportunities; created presentations, pricing models, and business case justification and reviews for existing clients and for new business development. Monitored and communicated industry information and trends. Performed analysis of current and future technologies. Recommended alternative solutions to increase client satisfaction and financial performance of current sites.

Won a $20MM contract and developed a Concept of Operations document for an international telecom client. Revised workflow processes for client that increased efficiency of operations by 30%.

Project lead for development of advanced technology implementation across multiple sites.

Revised workflow processes for USPS regulation changes which streamlined operation.

Awarded Platform specialist of the year twice in the same year for outstanding support for operations.

Led development of new product to improve market position. Increased our inclusion in bid process by 8%.

FIRST IMAGE MANAGEMENT COMPANY, Itasca IL 1997 - 1998

Project Manager

Temporarily relocated to Atlanta to turn around Print and Mail Mega Center (revenues of $900,000/month).

Improved service to contracted levels. Corrected processes and procedures to improve client relationships while implementing new client conversions and maintaining profitability. Directed activity of Programming Manager, Client Relations Manager, Finance Manager, and staff of 85 hourly and salaried employees.

Consolidated two print and mail centers into other facilities from the preplanning stage through completion. Sustained client service levels during transition. Relocated all necessary resources. Handled all facets, including human resources, financial, procedural tracking, and contract issues.

PRINT AND MAIL CENTER MANAGER 1996 - 1997

Total P/L and revenue responsibility for three shift operation with billing in excess of $18MM annually.

Specialized in statement printing, data transmission and distributed print.

Administrative, Programming, Warehouse, Facilities and Operations management. Staffing under management up to 130 employees, both hourly and salaried, at varying levels of skills.

Delivered Service Profit Chain Training to internal customers. This drove increased performance within several business locations.

MOORE RESPONSE MARKETING SERVICES 1994 - 1996

Lettershop Manager, Mundelein, IL

EDUCATION/CERTIFICATIONS/TRAINING

ARIZONA STATE, Tempe, AZ & COLLEGE OF LAKE COUNTY, Grayslake, IL: Business Administration

Cheshire/A Xerox Company: Leadership through Quality, Full technical service training, Gov(tm)t Regulation of Overseas Shipments

Moore Response Marketing Services: ISO 9002 Documentation, Postal Reclassification

First Image Management Company: High Performance Management, Service Profit Chain facilitator

Danka Services International: Strategic Selling, Solutions Selling, Principles of Project Management

Business Practice Manager Practitioner, AIIM

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