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Project Manager Customer Service

Cincinnati, Ohio, United States
February 11, 2018

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Lenaya E. Speece

**** ***** ***** ***, **********, OH 45213



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.


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


Max Technical Training/, 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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