Project Manager Customer Service
Resume:
Lenaya E. Speece
**** ***** ***** ***, **********, OH 45213
**********@*****.***
summary:
Proactive, self-motivated, bilingual, project management professional with strong communication, relationship building, and analytical skills. Certified Professional Scrum Master. Proven strategic planning and creative problem-solving abilities. Respected for clear communication, leadership, and team building.
Certified Project Manager
Fluent in English/Spanish
Professional Scrum Master
Training & Coaching
Business Analyst & Product Manager/Owner
International Business & Sales
Problem Solving & Solution Design
Relationship Building & Customer Service
Process Improvement
Excellent Communication Skills
Testing & Test Planning
Resource Planning
Release & Deployment Planning
Technical Support Planning
professional Experience:
Strategic Project Management
Plan, manage, execute, and implement large, strategic initiatives impacting multiple systems & business units through PLC & SDLC.
Manage all aspects of project including; scope, resources, scheduling, budget, requirements, design, development, testing, implementation, post-implementation support.
Create improved business process, with the goal of improving customer experience and the business overall.
Lead cross-functional teams, including business stakeholders representing various business units, team of business analysts, and onsite + offshore developers supporting various systems, to successfully launch enhancements in support of strategic company goals.
Manage project progress and communicate status transparently to key stakeholders and executive steering committee.
Track, document, and communicate project RIDAC (Risks, Issues, Decisions, Assumptions, Change Requests).
Assist with resource management, prioritization of work, and allocation of resources across projects.
Manage releases and deployments to production.
Train and coach team members for future success.
Business Analysis & Product Management/Ownership
Understand and support business and product goals and functions.
Plan & define user stories.
Gather requirements and maintain project documentation.
Creatively solve problems and offer innovative solutions, including business process improvement and software solutions.
Develop and enhance “home-grown” order management/ERP application to match newly defined process; a system used for centralized tracking of all areas of the business.
Develop and enhance ecommerce websites.
Train business users for implemented system changes.
International & Domestic Sales
Professionally and successfully sell school furniture, computer hardware, and wireless infrastructure on the secondary market.
Communicate effectively and build relationships with domestic and international customers.
Train and coach new Sales team members for future success.
Bilingual
Read, write and speak English & Spanish fluently.
Interpret for various co-workers and customers and successfully conduct business transactions in both English and Spanish.
Technical Skills:
Proficient use of Microsoft Project, Excel, Word, Outlook, Access, PowerPoint, SharePoint, ServiceNow.
professional Work History:
Western & Southern, Cincinnati, OH – PMO Project Manager II Aug 2017 - Present
School Outfitters, Cincinnati, OH – IT Strategic Project Manager May 2007-Aug 2017
School Outfitters, Cincinnati, OH – Bilingual Sales Representative May 2005-Mar 2007
AirWay Technologies, Hebron, KY – International Account Manager Mar 2003-Apr 2005
Salud Publications (El Hospital), Cincinnati, OH – Circulation Manager May 1999-Feb 2003
Entex Info Services, Cincinnati, OH – Bilingual Technical Marketing Rep Jul 1997-Nov 1998
Education/Certification:
Max Technical Training/Scrum.org, Cincinnati, OH – Professional Scrum Master – 2017
Xavier University, Cincinnati, OH – Certified Project Manager – 2015
University of Cincinnati, Cincinnati, OH – B.A. Spanish Literature – 1996
Advanced Leading for High Performance - Certificate Program – 2016
Foundational Leading for High Performance – Certificate Program – 2016
Team Facilitation Skills for Project Managers – Certificate Program - 2015
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