Project Manager

MICHAEL ARECHAVALETA

**** ********* **** ******, *****, FL 33165 (C) 305-***-**** *******.************@*****.***

https://www.linkedin.com/in/michaelarechavaleta/ http://www.resionline.com/portfolio.aspx

Professional Summary

Project Managed Resionline.com's client sites; Worked closely with all stakeholders (Editorial, Design, Sales, Marketing,

SEO) to finalize features and UI. Talented and Collaborative Project Manager emphasizing Real Estate Website

Development. Comprehensive background includes 10 years in project planning and development. Bilingual Project

Manager with a passion for talent development and team building, as well as a strong background in Technical Support

Customer Service.

Skills

Project planning and development Process improvements

Social media marketing Exceptional interpersonal communication

Cross-team training Customer Relationship Management Software (CRM)

Web application development Skilled trainer

Full lifecycle development Excellent time management skills

Interpersonal skills Effective problem solver

Managing multiple projects simultaneously Negotiation expert

Team player Process improvement specialist

Web application implementation Adherence to high customer service standards

Facebook and Twitter integration Microsoft Outlook, Word and Excel

Front-end web languages Exceptional telephone etiquette

Documentation MS Office expert

Working with shifting priorities

Modular design

Work History

Project Manager 10/2005 to Current

Real Estate Systems Integrator – Miami Beach, Florida, United States

Determined the project schedule, which included the sequence of all construction activities.

Implemented systems to improve process efficiency and reduce the project duration.

Determined the project schedule, which included the sequence of all construction activities.

Reported the quality of performance on site to all site construction managers.

Coordinated utility service providers according to project schedules.

Made recommendations and developed technical design for new application features.

Referred major hardware and software problems and defective products to vendors or technicians for service.

Evaluated and conducted technical and functional research and analysis.

Prepared detailed technical design specifications for programs.

Implemented and administered advanced Microsoft technologies.

Applied performance tuning techniques.

Collaborated with other offices and territories to plan and implement new technology.

Implemented company policies, technical procedures, and standards for preserving the integrity and security of data,

reports and access.

Proposed technical feasibility solutions for new functional designs and suggested options for performance

improvement of technical objects.

Managed writers, remote freelancers, designers, media specialists, production staff and others.

Checked art and permissions.

Responded constructively to direction and feedback, both positive and negative.

Understood and adhered to content best practices and product specifications.

Wrote and edited long- and short-form copy for blogs, websites, social media, presentations, training materials and

more.

Communicated strategies, concepts and creative initiatives with authority, credibility and clarity, building consensus

and agreement for creative approvals.

Wrote and posted content for company blog, keeping customers updated and engaged.

Wrote and edited marketing emails, landing pages, white papers, data sheets, newsletters and ads.

Wrote in several styles and voices for website, print and internal documents.

Reviewed published materials and recommended revisions to scope, format and content.

Maintained working knowledge of marketing and SEO strategies.

Developed and maintained a database of high-quality boilerplate copy, enabling faster service and turnaround for

time-sensitive projects.

Managed and documented all client account activity using contact relationship management (CRM) program.

Shaped the strategic direction of copy by collaborating with marketing and retail partners.

Prioritized workflow and managed schedules to deliver completed projects under deadline.

Developed reputation as an efficient service provider with high levels of accuracy.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Asked open-ended questions to assess customer needs.

Provided an elevated customer experience to generate a loyal clientèle.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving

problems on the spot.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Cross-trained and backed up other customer service managers.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Managed work flow to exceed quality service goals.

Facilitated inter-departmental communication to effectively provide customer support.

Maintained accurate records of past due customer account activity.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes.

Updated customer orders from start to finish in an accurate and timely manner.

Built client relationships by acting as the liaison between the customer service and sales teams.

Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.

Trained peers and management team on internal system support and implementation plans.

Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with

an 85% success rate.

Reinvented how the team interacts with prospective clients by developing innovative and creative sales pitch that was

implemented into sales team strategy in 2007.

Planned and led three training sessions to promote sales team professional development and sales goal reinforcement.

Researched clients' business issues and goals to offer appropriate solutions.

Supervised social media marketing strategies.

Assessed market trends.

Reviewed customer feedback.

Submitted strategic plans for program improvements.

Conceptualized, planned and executed original designs for a wide range of website properties.

Worked closely with social media team on WordPress blogs and social media marketing.

Designed print and marketing initiatives for all website properties.

Communicated neutrally, empathically and comfortably with team members, clients and customers.

Defined new approaches to complex design problems.

Used site analytics and metrics to define and monitor success.

Created wireframes, screen-flow diagrams and UI spec documentation.

Conducted usability testing and post-deployment evaluations to measure user experience success.

Defined and demonstrated best in class user experiences that reflected company Information Technology standards.

Mapped user journey end-to-end using information architecture diagrams, user flows, wireframes and paper and

interactive prototypes.

Used and contributed to style guides and other design documentation to maintain coherent information and interaction

design patterns.

Researched current and emerging art and graphic design technologies.

Designed wireframes and compositions for new web projects.

Translated discussions into leading on-demand app design and layout.

Updated and maintained graphics library records.

Formatted text and graphics for blog posts, newsletters and other materials.

Generated detailed specs of final designs.

Mentored new members of design staff during onboarding.

Collaborated with engineering on various web, mobile and tablet application interfaces.

Troubleshot page performance issues, SEO performance code incompatibilities and web imagery problems.

Managed call flow and responded to technical support needs of customers.

Evaluated and responded to incoming sales leads and requests for technical support assistance.

5 years of technical support experience.

Provided base level IT support to non-technical personnel within the business.

Reviewed technical documentation and procedures.

Defined and documented technical best practices.

Installed software, modified and repaired hardware and resolved technical issues.

Provided on-call support for critical issues.

Participated in various incentive programs and contests designed to support achievement of production goals.

Resolved employment-related disputes through proactive communication.

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and

employee relations.

Education

Associate of Science: Computer Science 2003

Miami-Dade College - Miami Florida

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