Project Manager Customer Service

NICK COCCHIOLA

*************@*****.*** • 858-***-****

OPERATIONS MANAGEMENT PROFILE

Project Management • Strategic Planning • Process Management

ACCOMPLISHED, INNOVATIVE OPERATIONS MANAGEMENT PROFESSIONAL WITH EXTENSIVE EXPERIENCE IN BUSINESS OPERATIONS,

CUSTOMER SERVICE MANAGEMENT, PROCESS OPTIMIZATION, PROJECT MANAGEMENT, CLIENT RELATIONS AND CALL CENTER

MANAGEMENT. ADVANCED LEADERSHIP SKILLS WITH SUCCESS MANAGING GROUPS TO ACHIEVE GOALS AND WORKING TO BRIDGE

THE GAP BETWEEN ORGANIZATIONAL OBJECTIVES AND OPERATIONAL CAPABILITIES.

PRODUCTIVE CONTRIBUTOR TO STRATEGIC PROJECTS AND SELF MANAGED TASKS, WITH THE ABILITY TO SUCCESSFULLY DELIVER

MULTIPLE CONCURRENT PROJECTS UNDER TIGHT DEADLINES AND BUDGET PARAMETERS. SKILLED IN THE DESIGN AND EXECUTION

OF SUCCESSFUL CUSTOMER SERVICE ORIENTED PROCESSES, PROGRAMS AND SOLUTIONS. DYNAMIC LEADERSHIP, TRAINING AND

TEAM BUILDING ABILITIES; EXCEPTIONAL INTERPERSONAL, COMMUNICATION, AND PROBLEM RESOLUTION SKILLS. COMPLIMENTARY

ENTREPRENEURIAL BACKGROUND IN BUILDING MULTI MILLION DOLLAR COMPANIES.

CORE COMPETENCIES

Operations Management • Business Process Alignment / Optimization • Project Lifecycles

Call Center Management • Logistics Management • Team Leadership

Client Relations • Resource Management • Administration

Performance Management • Budgeting

PROFESSIONAL EXPERIENCE

Independent Contractor 2012 Present

Senior Consultant and Strategist

Counsel various small and medium business on improving process, procedures and technology.

•Improve vendor relations, through negotiated scopes of work.

•Reduce cost of doing business by improving processes.

•Create processes that support the company goals.

MOOD MEDIA, La Jolla, CA 2006 – 2012

Private Label Music Aggregation Service Provider. Publicly traded on the Canadian & London stock exchange.

DIRECTOR OF OPERATIONS & PROJECT MANAGEMENT

Oversaw daily activities of shipping/receiving, order fulfillment, purchasing, support call center and project

management departments. Coordinated closely with sales, engineering, and accounting managers to

ensure customer service support in accordance with company policy. Organized and consolidated

procurement and vendor contract relationships. Created process for new clients to ensure all departments

complied with contract deliverables and SLA’s.

• Consolidated and reorganized project management activities to optimize customer service and

reduce project turnaround time.

• Implemented processes and procedures which increased operational efficiency; decreased issue

resolution time by 25%.

• Negotiated 26% saving on core sound system products consistently quoted to clients.

• Negotiated pricing schedule with global technology labor services firm; decreased time to present

proposals to clients by 50%, while decreasing project overhead by 22%.

• Grew call center support team from 2 to 8 agents as growth of client base and statistical data

confirmed business need. This maintained are service levels to our clients during rapid growth.

ISR CORPORATION, Chicago, IL 2003 2006

PROJECT MANAGER

Negotiated, contracted and supervised installation of home integration projects with budgets ranging from

$400K to over $1M. Worked closely with home owners, general contractors, owner’s representatives and

internal staff to ensure on time / on budget delivery products and services.

• Instituted new processes that increased efficiency of system testing by 20%.

• Negotiated with local service companies to reduce projected labor costs by 18%.

• Maintained change order logs that increased profitability of each project by 28%.

EDS, San Diego, CA 2002 2003

SENIOR PROJECT MANAGER

Oversaw various deployment projects of new technology platforms for Navy Marine Corp. Intranet in San

Diego, Port Hueneme Naval Base in Oxnard, and Pearl Harbor Naval Base. Built and led team of 80

technicians in attainment of project deliverables. Created service team to provide technical assistance and

training during Navy’s transition to new computer system.

• Developed team approach modeled by other project managers nationwide.

COMPUTER SCIENCES CORPORATION, San Diego, CA 2000 2001

LEAD PROJECT MANAGER

Managed installation of upgraded computer systems for each department within Superior Court System.

Validated information with department head and created schedule for testing and deployment of new

systems without interruption to daily operations. Worked with application engineers to ensure compatibility

of new operating system and applications.

Prior experience as Director of Business Development, Daou Systems, and Director of Information

Systems, 7/24 Insurance Services Inc., San Diego, CA

EDUCATION

CALIFORNIA STATE UNIVERSITY – SAN MARCOS

Courses in Business Management

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