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Customer Service Project Management

Indianapolis, Indiana, United States
November 13, 2017

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Indianapolis, IN 317-***-****


Project Management professional with proven results in operational areas. Seeks opportunities to leverage project management skills in in challenging work. Strong team player with the knowledge and experience to meet company and customer Service Level Agreements; former student – athlete who understands the meaning of “team”.


Six Sigma Black Belt

Project Management

Problem Solver

Continuous Improvement

Procedure Development

Process Improvement

Performance Management

Problem Solving

Coaching / Mentoring


TREMCO INC / WTI SERVICES – Cleveland, Ohio – October 2015 – June 2017


Scheduled and oversaw project volume for the East Central region (Illinois, Indiana and Ohio).

Analyzed scheduling patterns and introduced new scheduling guidelines.

oNew guidelines reduced miles by 20 % and increased scheduling capacity 60%. Reduced past-due inspections from 237 to 20 in 16 months.

Implemented system and process change from manual, paper based project dispatching to computerized dispatching using Click Software. Updated in -house RM system.

Trained new employees, including new Dispatchers and Regional Admin’s in Click Software procedures, field software tools and provided Tier 2 support to field technicians.

PAMM ENTERPRISES, LLC – Indianapolis, Indiana - February 2004 – February 2016


Manage the coordination of work activities with prime contractors, subcontractors and vendors.

Create and manage project schedules, budgets, human resources, contracts, purchasing, A/P, and A/R. Monitor and uphold integrity of all projects.

Manage project specifications and customer expectations across simultaneous projects through close communication with customers and all subcontractors.

100% accident-free record (zero work injuries or insurance liability claims) because of establishing proper safety rules and ongoing safety expectations.

THE FINISH LINE - Indianapolis, Indiana - August 2013 – October 2015


Created a dynamic questionnaire in Survey Monkey to transfer claims processing from Customer Service Reps (CSR) to the Transportation Team.

oReduced input processing time by 82%.

oReduced claim payment time from 5 - 6 months to 6 weeks for 80% of all claims. Claim payments increased by 125%.

Create and schedule cost effective loads for delivery to the Finish Line distribution center.

Researches, reviews and communicates recommendations for transportation, financial, operational and claims data. Creates and provides weekly reports summarizing status of all pending claims.

UNITED PARCEL SERVICE (UPS) – Indianapolis, Indiana - February 1986 – February 2004

All positions required daily use of Six Sigma principles. Oversaw complex business processes, implemented and maintained operational improvement efforts generating data and reporting metrics. Identified critical business needs working closely with business partners to develop and implement effective and creative business solutions in line with strategic business plans.

Hub Operations Management – Responsible for the safe loading and unloading of vehicles and trailers to meet Service Level Agreements (SLA).

oSupervised 9 direct reports within a workgroup of 85-100 employees.

Comprehensive Health and Safety Process Manager – Helped reduce OSHA Lost Time frequency (DART) to 11.9 from 35.5 in 27 months in a 1500-person operation.

oMentored 6 direct reports.

oAttended, led and supported Safety Committees in multiple facilities.

oGave presentations to all levels of management and hourly work groups.

Delivery Operations Management –

oSupervised up to 85 delivery drivers to meet established customer and UPS SLA’s.

oTrained new drivers with a 97% success rate. Frequent customer communication.

Human Resources Generalist - Worked in coordination with management team to reduce probationary turnover rate from 47% to 9% in less than a year.

oReduced total cost of hiring by 134%.

oCoordinated and led over 15 new drivers’, 5-day orientation classes; over 300 participants.

Industrial Engineering Supervisor – Completed work measurement studies with delivery drivers using 100% knowledge of UPS methods and norms.

Obtained my MBA while working fulltime in a 60% traveling management position.

Delivery Driver – Drove safely and upheld UPS SLA’s. Earned a 1 year safe driving award.


Six Sigma Black Belt Certified, Purdue MEP Partnership

Master of Business Administration, Indiana Wesleyan University – Marion, Indiana

Bachelor of Science in General Management, Purdue University – West Lafayette, Indiana

Commercial Driver’s License, Class A CDL w/ Tanker, Doubles/Triples Endorsements

OSHA 500 and OSHA 30-hour course in Construction Safety and Health

(Dale Carnegie) Effective Communications & Human Relations

National Professional Certification in Customer Service


Purdue University - Krannert Business School Alumni Board of Directors

National Association of Women Business Owners

Purdue University Representative to the Big Ten Advisory Commission

SAWS Volunteer (Servants at Work)

Indiana State Fair presenter

Church Trustee

Church Inclusiveness Committee

Treasurer of Purdue Alumni Club of Phoenix, Arizona

4 Year Letter winner - Purdue Women’s Basketball Team


Intermediate Microsoft Office skills (Excel functions including V-lookup, pivot tables, sort/filter large data sets), Access, Word, PowerPoint, Visio, Manhattan, SAP, Click Great Plains, eoStar, Minitab, Adobe Acrobat, QuickBooks, Salesforce, HTML/ CSS, JavaScript.

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