Project Manager Customer Service
Resume:
R TM C ONSULTING
C ANDIDATE R ESUME
PROFESSIONAL SUMMARY
Innovative, results oriented project manager / senior manager with over fifteen years of experience and
a passion for building relationships and exceeding client and management expectations. Proven success
in the areas of project management, CRM/SFA, customer care centers, operations, software and new
product implementations, process re-engineering, and e-business solutions. Strong skills in team
building, communication and presentation, as well as inter-department and executive client relations
and account management.
Subject Matter expertise includes:
Project Management Large Global System Implementations
PMO Development Customer Relationship Management
Multiple Project Methodologies Business Process Analysis
Telecomm, Aviation, Banking, Sales Force Automation
Publishing, Broadband, Billing Systems
Software Development Life Cycle
Strategy and Planning
PROFESSIONAL EXPERIENCE
Information Systems Consultancy 2008 2009
Data Gathering and Global Services Leader
Project Manager / Senior Manager, IT
Sr. Manager that led project teams and project managers globally in projects across multiple Domains
for internal IT, infrastructure projects and internal SDLC customer projects
Managed multiple internal infrastructure projects for software development across internal
domains with IT development and engineering utilizing a RUP / Agile SDLC methodology
Managed multiple application development projects and upgrades to move from legacy internal
built software to newer technology. Worked with the business side to understand and develop
requirements to deliver to the IT development units. Managed entire project team from
requirements thru development, testing, training, implementation, and closure
Managed multiple product development projects and managed other PM s for our Energy
Domain. The Energy domain is a key domain for customers and the overall company.
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R TM C ONSULTING
C ANDIDATE R ESUME
Global Aviation Company 2006 2007
Information Technology Organization
Senior Project Manager, Consulting Client
Project Lead and responsible for managing multiple projects globally utilizing RUP, Rational Tools and
Primavera
IP Sales and Service Call Center outsourcing with Alpine Access. Led the business call center and
IT project teams to develop a coordinated, transparent to customer resolution to fill all
customer orders globally. Project significantly reduced manual processes, costs, and improved
the customer experience overall.
Project to move entire product line to a new state and new ecommerce process. I led a cross
functional team from distribution, finance, procurement, IT, Boeing, and outside distribution
third party leader Aviall in Texas. All products were transported from Denver to Texas to be
incorporated into Aviall s global distribution processes which significantly improved all aspects
of Jeppesen s product line distribution.
New product launch of an electronic text viewer of Airway Manuals for pilots globally. This
project would allow pilots to utilize electronic viewing and searching versus manual document
review, search, and manual update insertion into paper manuals. This was a significant change
to the century old manual process pilots currently used. With product management, marketing,
IT, and development we developed a cost free way for pilots to use the new system and in time
pay for paper updates. A significant cost reduction to Jespersen and improved processes and
ease of use for the end users.
New Boeing/Jeppesen/Aviall retail ecommerce website for multiple product lines. This project
utilized all the changes developed with the new outsourced call center, the new distribution
processes and new developing product lines. This new website was created and built across
multiple internal organizations and outside vendors.
Publishing Software Company 2006 2006
Information Technology / Implementation
Senior Project Manager, Consulting Client
Project Lead and responsible for managing Global Projects
Global Oracle Financials upgrade and consolidation to one instance. Led the project
management of this project to move multiple Oracle servers, different Oracle versions, and
improve processes to one global location in India. Worked with the India team and Denver team
to consolidate Oracle systems to India. I worked predominantly at night with India and was able
to work on another client project daily with complete client approval and satisfaction.
Coordinate multiple ERP vendor solutions from order to fulfillment
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2006 2006
Lehman Bros.
Banking, Mortgage Loans
Senior Project Manager, Consulting Client
Project Lead and responsible for managing multiple internal customer Projects
I led multiple teams across multiple divisions for mortgage loan automation which would reduce
huge costs in manual processes
Process reengineered loan default processes for automation
Developed customer self service portals
RBI 2005 2006
Publishing Industry
Senior Project Manager, Global IT Program Management Office
Responsible for overall project planning and managing all ONYX CRM implementations nationally
Managed the project with a third party vendor to develop, test, train, and implement new
CRM/SFA software and processes in the Los Angeles Media Division consisting of Variety
publications. This is the largest revenue maker for the company so it was crucial this be easy for
the sales force to use and transparent to internal business and customers.
Managed the project with a third party vendor to develop, test, train, and implement new
CRM/SFA software and processes in the New York Media Division; Multichannel News;
Broadcasting & Cable, etc
Managed the project with a third party vendor to develop, test, train, and implement new
CRM/SFA software and processes Chicago Media Division; Engineering; Manufacturing; Hotels;
Food & Services, etc
Managed the project with a third party vendor to develop, test, train, and implement new
CRM/SFA software and processes 411 Business to business directories and DM2 Information
listings
2004 2005
PeopleSoft / Oracle
Software Development Industry
Senior Project Manager, Global Customer Operations
Managed multiple Global projects and teams consisting of:
Advanced Pricing Configurator, to automate sales rep bundle pricing
Sales Incentive System, to automate and track sales rep compensation
Sales Plan Electronic Delivery, to automate delivery and sign off of yearly sales plans
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R TM C ONSULTING
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2003 2004
Apple Computers
Computer Hardware and Software
Senior Manager, Worldwide Business Process Reengineering
Manage a global CRM, customer relationship management, and SFA, sales force automation project
Develop global CRM project team with managers from Europe (EMEA), Asia, Australia, Latin
America, Canada, and the United States
Perform worldwide site visits for as-is analysis and requirements analysis for a PeopleSoft
implementation in excess of 1500 member sales force, including, telesales and field sales
Develop workshops for detailed analysis and preliminary demonstrations
Perform detailed gap analysis of different CRM software solutions
Lead a global team in a detailed use case analysis of SFA tools such as, SalesForce.com,
PeopleSoft, Siebel, and internal Apple developed SFA
Responsible for developing a Worldwide Sales Project Management Office (PMO)
Develop global sales project steering committee and project team with sales top executives
Lead a team to create a project methodology to be used companywide with IT and business
owners worldwide
Manage, prioritize, plan and approve with the steering committee all sales projects and budget
in excess of 10M
Audit all phases of projects including methodology, budget, and timeline
2001 2002
AT&T Broadband
Broadband/ Cable TV Industry
Senior Project Manager
Coordinated cross-functional teams that performed implementations, training, integration and
configuration of enterprise billing system CRM applications
Projects and responsibilities include:
ICOMS, CSG, CableData software application conversions and implementations
Develop critical positive relationships to build cooperation and teamwork with site executives,
corporate management, site personnel and project teams in each location nationwide
Requirements and business process analysis
Project management office coordination and development
Manage and coordinate implementation, installation, and configuration subject matter experts
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2000 2001
Vroom Technologies (Startup)
Telecomm CRM and SFA Software Development Industry
Senior Manager, Client Services Implementations
Responsible for client implementations of the Vroom CRM/SFA software suite for large corporate
deployments
Supervise other project managers and their projects and/or implementations nationally
Develop department policies and procedures and the Velocity implementation project
methodology including:
CD based methodology including all project phases, templates, and documentation for PM s
Client presentations and training
Requirements and business process analysis
Project team development
Strong communication and team building skills with executives, employees, and teams
Prepare and present added value presentations for client executives in pre-sales engagements
Assist in developing Vroom s consulting service strategy
1998 2000
JD Edwards
Worldwide ERP Software Development Industry
Business Systems Analyst / Project Manager
Perform research and analysis for business requirements to develop a complete Customer
Relationship Management (CRM) solution utilizing Siebel software
Implement new call-management CRM software in a worldwide call center of more than 450
seats
Manage multiple projects in a matrix management organization, provided business systems
analysis, and overall account management for JD Edwards worldwide customer service
Manage multiple tactical projects simultaneously while providing strategic account supervision
to customer service management
Manage intranet projects to automate internal processes and extranet e-business portals for
business partners and customers to access for self-service
Vendor selection, ROI Analysis, Build vs. Buy, Competitor Analysis, and RFP/RFI
Responsible for gathering: Business and functional requirements, test cases, project
management processes, etc
Project Manage across different geographical locations including international
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1997 1998
ODS Technologies / Television games Network
Interactive Cable TV Industry
Manager of Business Analysis & Project Management / Manager of Operations
As Project Manager, implemented several high profile systems projects through business
analysis and software development in a client/server environment including; new product
delivery and implementation, business process planning, hands on call center development,
testing, and billing process and application implementation
Direct analysis, design and implementation of a national call center
Develop business processes and e-commerce solutions for remote cash deposit, home banking
and age/address verification
1989 1996
IBM
Computer Software and Hardware Industry
Project Manager/Professional Services Manager/Branch Operations Manager
Manage vendor and subcontractor projects for United Artists theatres nationwide
Project team lead for large data center moves and responsible for large cross-functional team
communication
Supervise hardware and software services for 1000+ AS/400 customers, and their quality and
satisfaction
Sell professional services and manage a team of 30+ AS/400 consultants
Responsible for six million-dollar budget of a services branch
Project manager, responsible for client relations, management and satisfaction process
Participate in six sigma and ISO project for re-engineering the branch services department
1981 1989
ROLM / Siemens Corporation
Telecomm Industry
Sr. Service Planning Manager/Area Customer Service Manager
Project manage and consolidate a tri-state customer service call center including transfer of
personnel and skills to reduce downsizing and impact to personnel and the business
Responsible for serviceability requirements for new products
Create service plans and analyze field data for product improvements
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R TM C ONSULTING
C ANDIDATE R ESUME
EDUCATION
Logistics and Planning 1981
United States Marine Corp, Global Operations
Certificate, Project Management 1995
IBM
Member of PMI ongoing
PMI
Bachelor of Science 2010
Regis University (in Process)
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R TM C ONSULTING
C ANDIDATE R ESUME
KEY SKILLS
Project Management Lifecycle:
Application and user acceptance
RFI / RFP development/ product Project Control
testing plans
selection
Custom / Application Development
User acceptance testing
Contract negotiation
User acceptance testing
Risk Management
Project initiation and planning
Budgeting
Implementation
Project monitoring and control
Unit Testing
Project Closure
Requirements gathering
System Testing
Multiple Project Methodologies Post project review and celebration.
Project Execution
Business Areas supported within IT:
Legal
International Projects
Order Entry/ Customer Care
Contract Management
Production Support
Billing
Risk Management
Finance
Provisioning
Program Office
Business Executives
Telephony
Regions / Markets
Product Marketing
High Speed Data
Data Center Management
Operations
Cable
Vendor Management
Billing/Payroll/ Benefits
Hardware/Infrastructure:
HP UNIX IVR Disaster Recovery/Business Recovery
Cisco Series Routers Citrix Intranet/Internet
EMC HP NetServer Family of Products DS3/T1/ISDN
Sun AS/400 Back-up and Recovery
Software & Database Experience:
Windows NT/ NT Server / 2000 / Lotus Notes
ICOMS
XP
MAC OSX
PeopleSoft CRM / SFA
Microsoft Project
Primavera
Citrix
Microsoft Office Suite
Agile
CSG
Microsoft Exchange Server
RUP
DST Innovis
Onyx CRM / SFA
PMBOK
Oracle
Siebel CRM / SFA
Access
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