Project Manager/Customer Service Team Leader

Horace A. Lowery

*** ******** **. **** ******** *9701

Cell: 302-***-**** Email: ********@***.***

Profile: High Energy, forward thinking Project Manager/Workflow Coordinator with 5+ years of hands on experience and proven results with Fortune 500 Company. Impactful leader, team player, and masterful builder and nurturer of professional relationships. Proven adaptability within my military and civilian careers. Proficient with Microsoft Office as well all other industry standard software platforms.

Summary of Qualifications:

Strong leadership and communication skills with all levels of management, civilian and military

Extensive experience with recording, tracking, planning, and allocating project budgets and resources

Resourceful in the completion of projects, and effective multitasking while maintaining the integrity of the company.

Excellent at distinguishing the fine line between rules and guidelines for project fulfillment

Work Experience:

July 2017 – Jan 2018 Johnson & Johnson (Kelly Services) West Chester, PA

Project Traffic Coordinator, Marketing Communications

Managed various aspects of project flow

Oversee the completion of key tasks associated with project fulfillment from conception to implementation

Electronically route secured documents to stakeholders (via TP) based upon the agreed upon task deliverables

Provide a thorough review of submitted documents for copy approval up to and including reports and presentations

Monitor and report the flow of products thru the process to insure on time delivery

Monitor and update key stakeholders in the department on schedules and completion times thru reporting

Work with outside customers or internal departments to develop a schedule for the delivery of products or resources.

Initiate assigned project tasks based on available resources and workloads

Coordinate and manage meetings

Coordinate/mentor/train new associates during the onboarding process

July 2016 – July 2017 Amazon, Middletown, DE

Product Traffic Coordinator, Product Order Fulfillment

Managed various aspects of production flow

Oversee the completion of key tasks associated with order fulfillment

Electronically route secured documents to vendor (via sFTP) based upon the agreed upon task deliverables

Monitor and report the flow of products thru the process to insure on time delivery

Monitor and update key stakeholders in the department on schedules and completion times thru reporting

Work with outside customers or internal departments to develop a schedule for the delivery of products or resources.

Initiate assigned project tasks based on available resources and workloads

Work Experience:

Dec 2013 – Sept 2015 Capital One Bank, Wilm, DE

Project Coordinator, Quality Control Analyst

Managed various aspects of business projects

Cure defective loans identified pre- and post-closing, based on a knowledge of all compliance and credit underwriting knowledge required

Verify identity, income, and other required documentation

Perform timely and appropriate quality control testing and documentation.

Coordinates the completion of key tasks associated with responsibilities to create PDFs from the Direct Empower application

Electronically route secured documents to vendor (via sFTP) based upon the agreed upon task deliverables

Initiate assigned project tasks based on available resources and workloads

Cure defective loans identified pre- and post-closing, based on a knowledge of all compliance and credit underwriting knowledge required

Oct 2007 – March 2013 VWR International, Radnor, PA

Project Workflow Coordinator, Marketing Communications

Communicated month end reports based on business owner and department performance

Successful in overall project coordination responsibility for editorial projects, email and direct mail. tradeshow initiatives developed by the editorial team including project kick-off, status update meetings, trafficking, submissions, and client/business owner follow-up

Initiate and assign project tasks based on available resources and workloads

Database management/maintenance: Monitor and update project status; Maintain project filing; review and update meeting and journal information

Created, developed and implemented project database development plans still in use by previous departments

Coordinate preparations for user database access as well as other client and internal needs

Coordinate preparations/project resources for publication committee meetings as well as other client and internal meetings

Act as a mentor and support the project team in developing optimized high quality deliverables

Plan for and ensure quality and timeliness of activities related to design, build, and implementation of work product

Vetted, designed, and tested system forms, reports and applications tailored to the teams needs in line with system capabilities

Coordinate project collateral time lines measured against project fulfillment trends

Boast a 95% on time project completion rate while tracking and reporting project deliverables

Coordinated, tracked and reported project budgets of more than 1.2 million dollars with key stakeholders

Proficient at mapping out project timelines in conjunction with expected requested completion dates

Drafted quick reference guides and act as a mentor for training purposes on new processes/procedures

First line IT resource for database troubleshooting issues

Collaborated and discussed project risk in conjunction with project execution.

June 2006 – Oct 2007

Team Leader/Unit Manager, Call Center/ Inside Sales

Prepare unit month end reports based on unit and department performance

Monitor department tracking systems along with quality service levels

Act as a primary point of contact for District Managers, Divisional Managers and members of the Sales Team for concerns regarding challenges with campaign updates or representative accounts

Coach and counsel team members for performance and system enhancements

Handle supervisor calls/written correspondence

February 2004 – June 2006 AVON PRODUCTS INC., Newark, DE

Team Leader/Unit Manager, Inside Sales

Prepare unit month end reports based on unit and department performance

Work with the Sales Team to develop new catalog and brochure marketing promotions

Compile data in relation to sales incentives/campaigns

Write performance evaluations

Effectively managed daily staffing challenges against call volume

Work closely with National company counterparts to insure policies and procedures are consistent

Create, develop and implement associate development plans

Recognize and troubleshoot potential issues with bi-weekly sales campaigns

Conduct representative set up and maintenance of new accounts

Participated in testing for departmental system upgrades

November 1990-– November 2003 Discover Card Financial Services Inc., New Castle, DE

Team Leader/Unit Manager, New Accounts Acquisitions

Review and approve lending up to $50,000

Prepare unit month end reports based on unit and department performance

Acted as a department SME (subject matter expert ) for tracking systems

Effective at coaching and counseling team members

Handle supervisor calls/written correspondence

Education new procedures and/or updates

Write performance evaluations

Recognize/identified emerging credit card trends within the industry

Education:

University of Delaware Newark, DE

Undergraduate studies

Military:

United States Army

July 1986-July 1989

Delaware Army National Guard

Aug 1989-Mar 1994

Delcastle Technical and Vocational School Wilmington, DE

Commercial Art/Graphic Design Certification

Computer Skills:

Microsoft Office (Word, Excel, PowerPoint, Access, Works, Visio, Project, Publisher)

Instream, Zinc, Filemaker

Photoshop

Blue Pumpkin

Rholm phone, Meridian, Avaya Centre Vu Systems, Aspect eWorkforce Management

Aspect Real Time Adherence (RTA)/eQuality/Witness Monitoring Systems/NICE Monitoring Systems

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