Project Manager Customer Service

TAMARA PEARMAN

**** ****** **** *** ********, VA 20111

Home: 703-***-**** Cell: 703-***-**** *********@***.***

OPERATIONS MANAGEMENT/PROJECT MANAGEMENT

MBA MS IN INFORMATION TECHNOLOGY MANAGEMENT

As a highly accomplished professional with exceptional technical acumen,

a strong customer focus, and extensive project management experience I

have, proven ability to mentor and motivate high-performance teams;

build mutually rewarding relationships with key decision makers; and

implement plans, processes, and systems that improve productivity,

performance, and profitability. I also exemplify excellence in managing

stakeholder expectations and communications while driving positive

project performance and organizational change.

People & Project Management Operations Inventory Process

Improvement Scheduling & Workforce Planning Risk Management Needs

Assessment Audits Budgeting Expense Control Payroll Business

Development Client Relations Presentations and Meetings Customer

Service Recruiting Policies & Procedures Training & Development

Problem Identification & Resolution Sales and Marketing

PROFESSIONAL EXPERIENCE

THE TEAL CENTER FOR THERAPEUTIC BODYWORK, LTD., Arlington, VA, 2004 to

present

District of Columbia health and wellness clinic with annual revenues of

$1.5 million

DIRECTOR OF OPERATIONS, 2007 to present

Oversee day-to-day operations – including office and systems

administration, human resources, customer service, and therapeutic

program management – for a multi-location wellness clinic serving more

than 20,000 Metro DC clients in a seven-day-a-week environment. Hire,

train, and mentor 29+ independently contracted bodywork practitioners,

up to three fellowship practitioners and five staff members; provide

financial oversight for all sites; lead annual audits to ensure

compliance with ethical standards, legal requirements, and service

expectations. Serve as Project Manager for several small to medium sized

database development and IT enhancements projects. Managed stakeholder

expectations and oversaw testing and debugging. Serve as backup in CEO’s

absence. Identify and proactively pursue process and procedure

improvements.

Consistently delivered exceptional results, as demonstrated by:

Managing the full project life cycle, from requirements definition

through post-implementation support of a web-based CRM and POS system.

Managing the full project life cycle, from requirements definition

through post-implementation support of a customized client database.

Demonstrated positive team leadership while monitoring project

progress and scope.

A 65% increase in client base from systems, training, and customer

service enhancements.

Cost reductions of 6% from more stringent needs assessments and

inventory control.

Revenue growth of 5% for the Virginia Hospital Center location due to

improved inpatient admitting procedures.

Risk assessment and management of HIPPA compliance and OSHA standards

to avoid unanticipated issues.

Proficiency in Microsoft Office, Excel, Power Point, Project, Visio,

Filemaker Pro, Testing and Training tools such as Demobuilder Software

and Quiz builder and Project Management software products such

as, Teamwork Project Manager and Active Collab Manager.

Direct the use of social media strategies such as Facebook, Twitter

and Constant Contact that facilitated customer communications and

contributed to winning the 2012 Angie’s List Super Service award and

nomination as a finalist for Arlington, VA’s 2011 Abbie Award for Best

Customer Service Business.

OFFICE MANAGER/TEAM LEAD/THERAPIST, CMT, MATS, 2005 to 2007

Supervised six front desk employees and 30 contract therapists for the

firm’s Randolph Towers location. Regularly worked six days per week to

include weekends and evenings to support a seven-day-a-week operation;

managed all accounting, inventory, quality control, and human resources

functions.

Implemented multiple operational improvements to include:

Increased client retention by 5% and helped the company win Arlington,

VA’s 2007 ABBIE Award for Service Small Business of the Year.

Reduced staff turnover by 13% with customer service training and

stricter new hire procedures.

Improved anticipated budget performance by 4% with tighter purchasing

and overtime controls.

Generated a 25% improvement in emergency management response rate with

regular risk assessments and disaster recovery plan testing.

FRONT DESK STAFF MEMBER/CUSTOMER SERVICE, 2004 to 2005

Greeted clients and provided appropriate therapist referrals based on

treatment needs and previously booked appointments. Scheduled 10

contract therapists; coordinated the insurance claim process; provided

ongoing administrative support for client records and accounts

receivables.

Recognized as January 2005 Employee of the Month for five consecutive

months without a scheduling error.

ADDITIONAL EXPERIENCE

Women’s United Soccer Association, LLC, New York, NY: Professional

Soccer Player, 2001 to 2003

Financial Technologies, Inc., Chantilly, VA: Project Manager/Business

Development Specialist, 1999 to 2001

OKI FC Winds, LLC, Honjo-Shi, Japan: Professional Soccer Player, 1996 to

1999

Nike. Portland, OR: Professional Soccer Player, 1996 to 1999

COMMUNITY INVOLVEMENT

Volunteer Soccer Coach for Women’s Team, Georgetown University Athletic

Department, Washington, DC, 2003 to 2008

EDUCATION & TRAINING

MBA, University of Maryland University College, Adelphia, MD

MS in Information Technology Management, University of Maryland

University College, Adelphia, MD

BS in Communications, George Mason University, Fairfax, VA

Associates Certificate in Project Management, George Washington

University, Washington, DC

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