Management Customer Service
Resume:
Curriculum Vitae – Brian Benene 480-***-**** ***********@*******.***
Curriculum Vitae
*** * ******* **. ******** AZ 85225
Brian P. Benene
Summary:
I am a target driven professional who has shown marked increases in companies’ profitability and productivity. As a logical thinker, I can successfully create and implement a company vision, develop policies, manage finances, and mentor teams.
Possessing substantial and successful experience in various sectors, I am confident enough to work within any changing environment where all answers may not be known up front. I have a long and consistent track record of leading very efficient departments, increasing market share and profitability, reducing costs and enhancing business operations. Key Skills:
Project Management
Stakeholder Management
Quality Assurance
Change Management
Vendor Relationships
Training Initiatives
Employment History:
March 2017 – August 2017 SAATCHI & SAATCHI – Guangzhou, China Director - Projects & Operations - Contract
Integral leader whose decisions reflect positively on corporate well-being in alignment with vision, value, and goals. Designing, developing, and implementing forward-thinking policies, programs, and processes to ensure efficacy and boost profits.
Built the business infrastructure, (project management office, operations, capacity management) to exceed company and client KPI’s, business objectives and goals
Created a common delivery methodology to unify multiple office locations for seamless production
Developed processes and templates to effectively communicate portfolio status to relevant stakeholders
Mentor/coach teams using emotional intelligence to effect a positive change in adverse situations
Instrumental in growing office staff from 7 to 35 within 6 months
Regularly interfaced with “C” level client executives to achieve high CSAT, NPS. January 2016 – January 2017 BBDO and Proximity – Singapore Director of Operations
Managed the day to day operations of the business through financial reporting, people management and roadblock removal. Achieved continuous improvement through implementation of new processes. Extensive procedure creation and documentation.
Partner with the CEO in the development of the strategic objectives for the organization
Assure projects are delivered to scope, on time, within budget and with the highest quality standards
Ensure project portfolio risks are identified / regularly reviewed and strategies are in place and promptly implemented to mitigate them / minimize their impact
35% increase in on-time delivery
20% increase in scoped delivery by reviewing all SOW’s prior to client review
20% increase in margins by reviewing contracts and rate cards
15% month over month increase in timesheet completion after rollout and educating staff on importance. Curriculum Vitae – Brian Benene 480-***-**** ***********@*******.*** January 2015 – October 2015 POSSIBLE – Singapore
PMO Director
Building high performing teams through coaching, mentoring and sharing of best practices to deliver above and beyond for clients, both internal and external. Act as an escalation point to facilitate positive outcomes and client satisfaction. Foster the improvement of business systems and processes as part of a culture of continuous improvement partnering with relevant stakeholders.
Creation of the PMO to provide governance, ensure accountability, and establish discipline to manage (a collection of) projects in an objective and consistent manner
Implemented rigorous PMO control disciplines, including strong issue, risk and assumption management
Leadership of the unit, coordinating and prioritizing work effort to maintain project compliance, productivity agendas, profit targets and deliver target outcomes
Long-term cost savings through improved resource management, minimal project failures and effective execution of high ROI initiatives
Increased staff utilisation from 67% to 90%
Reduced entropy across APAC below 20%
45% increase in on-time delivery
30% increase in scoped delivery by reviewing all SOW’s prior to client review. July 2014 – January 2015 POSSIBLE – North Sydney, NSW Operations Director
Worked to identify continuous improvement opportunities and for driving ideas to implementation. Drove and managed revenue and quality delivery of projects. Lead a team of project/account managers and provide guidance for building relationships, forecasting revenue, staff planning, issue management, and conflict resolution.
Developed, authored and implemented operational procedures and policies
Monitored day to day operations to ensure customer satisfaction, process adherence and quality standards Defined and implemented training and development programs for staff
Grew customer satisfaction with clear deliverables and management of projects
Reviewed all KPI information relating to the performance of each department
Monitored team capacity to ensure it is aligned to meet business needs and customer satisfaction targets. Educational History:
1998 – 2000: Computer Learning Center
Diploma / Degree – Client/Server Programming
1992 – 1993: Community College of Philadelphia
Real Estate and General Studies – Obtained Real Estate License Work Status:
American – Citizenship
Australian – Citizenship
Singapore – PEP Holder
China – Work Visa
Communication:
Phone: 480-***-****
Skype: brian.benene
Google Hangouts: brianbenene
eMail: *****.******@*******.***
http://www.linkedin.com/in/brianbeneneprofile
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