Project Manager

NICHOLAS LINES

** **** ****** ***** • Pittsford, NY 14534 • 802-***-**** • ac0rby@r.postjobfree.com

SUMMARY

Project manager with experience defining project scope, managing deliverables, and enhancing customer experience. Consistent history of mediating with key stakeholders to align project activities to achieve strategic business goals and operational objectives. Strong background applying product and industry knowledge to scale processes and increase revenue growth.

EXPERIENCE

2015 – 2017 FareHarbor Denver, CO

Project Lead, Customer Experience Specialist 2016-2017

§ Identified project objectives, developed roadmaps, and managed project deliverables via Asana for successful implementation of online travel booking software and customer experience technical support

§ Oversaw high-profile new client accounts generating higher than $600K in annual online revenue, delegated project requirements to internal departments, and adhered to strict timeframes and budgets

§ Executed qualitative and quantitative analysis to analyze client website conversion rates, applied Google Analytics to formulate actionable conversion optimization plans, and implemented A/B testing to measure the effectiveness of website updates and marketing methods

§ Applied CMS platforms including WordPress, Joomla, flat HTML/PHP, Weebly, Wix, and Squarespace to create and update client websites, integrate new software and setup new funnels to increase online conversion rates

§ Cultivated and maintained relationships with over 25 of the highest revenue generating clients, deployed customer centric initiatives including decreasing response time to inbound requests and implementing client feedback to drive the customer experience

Senior Client Onboard Specialist 2015-2016

§ Designed and executed personalized customer training including conference calls, screen shares and one-on-one consultations to ensure smooth implementation and integration of company software for client operations

§ Developed and implemented SOP process improvement for Client Onboarding team, created setup framework and devised employee timeline for successful product launch

§ Trained new team members on company software, mentored six-member pod team and conducted monthly audits to review each member’s onboarding processes

§ Led weekly 12-member team meetings to review software features and improve overall operating knowledge 2015 – 2015 Ablaze Energy Denver, CO

Customer Relationship Manager

§ Managed client relationships through consultative sales strategies for renewable energy accounts

§ Coordinated maintenance schedules of Photo Voltaic systems and communicated project outcomes EDUCATION

University of Colorado Boulder Boulder, CO

Bachelor of Arts, Environmental Studies, Dean’s List (2012) CERTIFICATIONS

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