Customer Service Manager
Resume:
James Roche
A professional with excellent customer success, organizational and people skills seeking an opportunity to contribute management, technology skills and expertise. https://www.linkedin.com/in/jamesproche/
5 Timberleight Ct
Manchester, MO 63021
(314) 996 - 9354
*******@*******.***
EXPERIENCE
HLK, S t. Louis Digital Producer / Client Services July 2017 - PRESENT
Lead development teams in the creation of web based products and tools for a variety of clients
Managed deadlines, budgets and resources to obtain company and client objectives
Created estimates and functional specifications documents per project
Managed complex web applications for multiple Monsanto brands, requiring close collaboration with third-party platforms/tools and development partners with timelines ranging from a few weeks to many months
Collaborated with creative, strategy and tech lead teams to ensure our clients’ business objectives were achieved with thoughtful digital solutions that are engaging, user friendly and integrated with pre-existing technologies and business rules
Managed a variety of projects including large-scale, custom built products with various APIs and data services requiring multiple developers
Ungerboeck Software, O’Fallon, MO Digital Strategist / Project Manager June 2014 - July 2017
Gathered technical requirements from clients for technical specs documentation for website creations and integration with Ungerboeck Software
Implemented new project management system for the international company
Worked with internal team, other departments, clients and stakeholders on website creations
Managed and scheduled up to 10 resources for projects o Maintained budget within scope of project
Launched 100+ websites/projects successfully
Swank Audio Visuals, St. Louis, MO Director of Mobile App Customer Support May 2006 - June 2014
Worked closely with the executive team and 3rd party development partner on design, concept and rollout
Managed project to implement a nationwide, web-based application for meetings and events
Was able to increase popularity and sales so much that 100% of the first year’s sales were already met in the first 3 months of 2nd year.
Collaborated with developers and the marketing department to launch product, creating marketing materials unique to the product
Supervised members of the customer service department who serviced the product
Traveled to clients’ trade shows, conferences and events to support their use of the product
(up to 35% travel per year)
SKILLS
● Award Winning
Customer Service,
Success and Retention
● Windows, Mac OS,
iOS and Android
● Wordpress,
Joomla
● Basic HTML/CSS
skills
● Microsoft Office
suite, Google
Business Apps
● Teamwork.com,
Basecamp, Jira,
Smartsheet
● Adobe Audition and
Premiere
References
Greg Diekemper
Former CEO/President
- Swank Audio Visuals
Former Co-Worker
Neil Woodson
PSAV - Director of
Service Excellence
Former Co-Worker
Claire Latch
HLK
Current Co-Worker
Drew Douglass
Lead Web Developer
Former Co-Worker
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