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Project Manager Customer Service

Jacksonville, Florida, United States
January 15, 2018

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Emily Shoup

*****-**** ********** ***** **. Jacksonville, FL 32246

Phone: 904-***-**** email: LinkedIn site:

Vendor Notes:

Scrum Master Certification Accreditation - SMC Scrum Facilitator Certification Accreditation – SFC

Emily is a dedicated professional with an extensive experience working Banking & Financial, Wireless and Security Industry.

Project Manager for Multiple Space Planning projects throughout the southeast and up the east coast. Maintained satisfied clients for up to five years with repeat business; overcoming industry obstacles to achieve effective category management. Increased client’s capacity by 30% with effective space planning., utilizing JDA Space Planning for this solution.

Expertise in HTML, CSS & an understanding of agile and scrum methodology.

Available immediately for an in-person / phone interview within 24 – 48 hours of notice.

Can join within 2 – weeks upon job offer and notification of current employer.


Respected professional with more than 20 years of experience in higher education.

Extensive experience in managing large-scale projects from initiation to completion.

Highly skilled in tacking details, communicating deadlines, and following-up with team members to ensure on-time completion within budget.

Experience in presentation techniques to all ages.

The desire to now apply all of my knowledge for better endeavors and to further my career in Project Management.

Project Management Experience:

Navigated problem solving in organizations

Presentation Events & Website development.

Successfully developed and presented weekly presentations for ATT after award of the Malcolm Baldride Award to visiting companies that toured the facilities.

Established a portal on SharePoint for ADT to use as method of distributing methods and materials without copying thousands of papers to distribute. Successful trained managers to use the SharePoint to keep their departments’ up–to-date.

Multiple Project Management Experiences:

Initiated multiple space planning programs for architectural and interior design firms for tenant planning in commercial buildings from small spaces to over ~40,000 square feet office buildings throughout Florida and up the east coast.

Navigated the organization to solve problems while developing corporate identities and standards for their corporations.

Organized and managed a relocation of over 1500 people from five separate locations into their new corporate head quarters. Organized events to train managers how to fold moving boxes, sending out RFP’s for information to movers supplying bids and administering the awarding of the bid. Organizing the process of each floor of a commercial building from the CO award to installing of electrical, carpeting, new furniture receiving and placement, relocating all the occupants’ supplies. All accomplished on schedule and without delays.


Capella University – Minneapolis, MN 2005 – 2013

Bachelor in IT Project Management

Acquired skills in SQL, Agile and SCRUM methods, UML Diagrams, Relationship Database Design using GUI applications using SQL or MDB file. Object-Oriented programming. Crow’s foot Notation.

University of North Florida – Jacksonville, FL

Masters of Business Administration

GAAP, Budgeting, Human Resources

University of Florida – Gainesville, FL

Bachelor of Design, College of Architecture

Space Planning, Organizing, and Planning

Member of the Gator Band for two years!

Professional Experience:

ADT Security Services, Inc. – Jacksonville, FL Apr 2002 – Present

Account Manager / Operations Manager / Marketing Manager / QA Tester / Pre- Installer

Involve in many events and responsibilities’ throughout my tenure at ADT: Sales to the public, assisting the organizational manager, coordinating the National Do Not Call List throughout the US.

Authoring an informative quarterly publication for all U.S. and Canada sales reps.

Establishing a local portal on SharePoint to diminish our paper use and help the company begin using the computer system as a timely tool for methods and procedures and regular updates.

Authored a center-wide newsletter to keep employees up-to-date on monthly events in the center.

Auditing employees work on the system for quality and validity.

The validation effort ensured that the data received into GBR was being fed correctly based on all the specific transactions from the various source systems.

Identifying bugs by analyzing test results and reported to the developers using Quality Central.

Used Quality Center to prepare Test Cases, Procedures and Requirements Traceability Matrix. Worked hand to hand with Business Analysts to prepare cases.

Citibank – Universal Card Service (Formally ATT-UCS) – Jacksonville, FL Feb 1991 – Apr 2002

Project Manager / Marketing

Involved in many events from Customer Service to Fraud Management; Marketing to Testing to E-Commerce; Authorization to Quality Specialist; Portfolio Marketing and Assistant Project Manager.

Working with Citibank interest heightened in E-comerce. Active in developing a new E-Commerce department. Receive award when set up completed.

Developed a nonstandard seminar, resulting in a successful Lunch ‘N Learn course with interactive designers and managers to create course content for SharePoint use and an HTML Primer.

Developed procedures for department on recruiting screening for new employees during screening. Established a video as introduction to employees on the Internet and how it began and how e-mails were developed. Both e-mails and verbal direction given to customers.

Reported on results and type of contacts that were received from customers and the quality they were provided.

Assembled reports based on the customer usage of the web sire and QA tested some of the published sites as they were developed.

Worked on the customer servicing side of the company to provide support to the customer with their issues.

Consolidated the weekly status of issues and reported them to the lead and the manager.

Received multiple awards from the Company in addition to the Baldridge Quality Award, a departmental award for setting up the E-Commerce award for setting new standards for electronic customer service, and participated in hosting tours to Baldridge visitors the year following the win of the award.

AT&T Universal Card Services Inc. –– Jacksonville, FL May 1990 – Nov 1990

Project Manager / Relocations Manager

Relocations Manager; responsible to gather the business requirements for the scope of the project, prepare test plan, test cases, and traceability matrix to ensure all the requirements are coved and met on schedule.

Programmed and develop the entire move process with ATT from developing and administering RFP for move vendors to establishing rotating schedules for all components within the building as each floor was completed to the unpacking of the employees once relocated to the new building.

Work with moving vendors then awarded the job to one organization.

All activities were concluded on schedule with no unplanned disruption to the company and within the planned timeframe.

Arranged services as needed from manuals to work in progress recommendations.

Negotiated contract for new services including furnishings, operations, and IT requirements; worked closely with all support teams to ensure all deliverables were met as scheduled.

Multiple Space Planning positions with Architects in Atlanta, GA and Jacksonville FL 1983 – 1990

Project Manager

Managed Design of Fast Food Restaurants along the East Coast for McDonald’s, Burger King, Arby’s, and Applebee’s franchises.

Managed tenant planning for large buildings over 200,000 s.f. in Atlanta and Jacksonville. Employed JDA Space Planning services and techniques.

Managed Custom Commercial Bank Installations for Barnett Banks of the Southeast. Developed customer schemes for different locations.

Passed the NCIDQ exam for Interior Designers in 4/30/1990.

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