Customer Service Project

AMANDA THAMER

*** ***** ******, *******, ** ***** l 978-***-**** l ***********@*****.***

Summary of Qualifications

Over 20 years of Project Management and Customer Service experience in a variety of positions and growing responsibilities. Attention to detail enables me to participate in company wide strategic efforts and deliver a quality product. My versatility allows me to be utilized in a variety of ways, from resolving customer issues, facilitating groups toward a specific end, coordinating, project planning and execution, as well as purchasing responsibilities. Posses the ability to view the landscape, understand direction, and move changes forward and delivers.

Superior track record of applying analytical skills to resolve business problems and technical issues.

Skills

Project Management

Project Planning and Execution

Strategic/Creative Thinking

Managed Services

Microsoft Project

SharePoint

Hedberg

Procore

Microsoft Office

Master Scheduler

CAD exposure

EBS

AS400

Operational Excellence

Roadmaps & Long Term Strategies

Snaptracker Asset Mgmt. Software

SAP

PeopleSoft

Cloud Based Applications & Services

Facilities/Rental Management

Excel

Jira/Kanban

Event planning & execution

BI

Team Building

Communication

Human Resource Management

CRM

Oracle

Sales/Order Management

Visio

Logistics

Remedy

SOS

SalesForce

Professional Experience

National Energy and Light – Nashua, NH

April 2018 to Present

Freight Logistics Manager/Facilities

Directs activities of assigned employees to perform daily duties

Completes and oversees the accurate stocking by identifying inventory and pulling of all products from inventory and receiving/shipping areas. Correct Labeling for Inventory.

Manage and use UPS World Ship and Ross next day shipping systems

Responsible for warehouse employee conduct, attendance and performance including disciplinary actions as required and performance reviews including staff workload completion. Maintaining employee forklift certification and keeping it up to date.

Ensures all receivables and shipments are completed accurately and in a timely manner (Container arrival/scheduling)

Responsible for coordinating and managing inbound and outbound freight logistics as required with a smooth and effective process while initiating shipping credit/claims to completion.

Position supervises five employees

Responsible for the following Facility duties; phones, water, office moves, trash and recycle pickups, dumpster and trailer rentals; office cleaning and coordination of repairs

ProServices Inc. Temp Agency - Vaisala - Woburn, MA

June 2017 to Dec 2017

CRS Contract Specialist

Works closely with outside sales managers for large Weather related business customers to create, understand and interpret contracts

Key Account Service Contract Management

Provides inside sales support

Executes customer service requests and develop contract execution

Provides quotes, enter sales orders and ensure delivery performance and cost effectiveness

Exceptional customer service skills; detail oriented with the ability to read and interpret government contacts

Proficiencies with Microsoft applications and Oracle

Red-Thread - Wilmington, MA

January 2014 to April 2017

AV Operations Project Coordinator

Provided Project Management Office (PMO) personnel specialized administrative and analytical support essential for all project management efforts.

Participated in project team meetings to discuss, review, and optimize project schedules, and resource management plans.

Administrator of the Project Management PROCORE System.

Worked effectively and collaboratively with project management teams.

Worked with Engineering and was responsible for reading CAD’s in order to be able to place cable requirements orders with vendors.

Master Scheduler for all audio/visual resources as well as subcontractors; responsible for daily updates and distribution through-out the organization.

Responsible for negotiations and obtaining/applying quote from subcontractors.

Responsible for all project close out activities; including the not limited to:

oAcquired and complied all necessary project documentation

oCreated and submitted project closeout packages directly to the customer

oQuality Control; assured that all “punch lists” items were resolved/addressed

oUpdated, maintained, and archived project closeout documentation.

Red-Thread - Wilmington, MA (cont.)

Service Furniture Coordinator

Received requests for installation/service labor form the internal Sales organization and also outside customers.

Received and processed all 800 service line requests for both service labor and parts requests.

Created, processed and complied paperwork for installation and/or service runs including creation of orders, prints and site information.

Worked effectively and collaboratively with customers, sales, sales coordinators and project/account management to obtain complete and accurate project information and scope of work and site parameters.

Provided verbal and written instructions to all field personnel on daily assignments, job information; checked all work packets for completeness prior to submission to field personnel.

Master Scheduler for all service/installation.

Interfaced with warehouse staff to validate product receipt and readiness for d delivery and installation/service.

Processed all warranty claims and RMA requests.

Responsible for total account management for “dedicated” customers:

oAcquired and complied all necessary open service issues

oCreated and submitted service work orders

oQuality Control; assured that all “service item” resolved/addressed

oUpdated, maintained, and provided weekly customer status reports

oAsset management control of all customer owned products

MResult. Corporation Temp Agency – Charles River Labs, Wilmington, MA

March 2013 to August 2013

IT Project Coordinator

Supported Project Management Office (PMO) personnel by providing specialized administrative and analytical support essential to project management efforts.

Participated in project team meetings to discuss, review, and optimize project schedules, and resource management plans.

Tracked and updated project plans.

Worked effectively and collaboratively with project management teams.

Helped resolve problems and supplement project management duties.

Anticipated and delivered administrative support to the project management team members and other PMO staff.

Performed comprehensive documentation assignments, including support for project status reports, meeting minutes, issue/risk logs, decision logs, and other project updates and materials.

Created and maintained project files and supported the overall efforts of the PMO to maintain a comprehensive and auditable document control system (PLC2).

Gathered and researched data to create reports as required by PMO and other project personnel.

Utilized SAP for tracking of expenses and budgetary information for all projects.

Glowpoint, Inc., Murray Hill, NJ

April 2012 to December 2012

Customer Implementation Project Manager

Managed a variety of customer onboarding projects for a wide range of clients for new products and services within committed timeframe, including, but not limited to; Polycom, Tata, Kimberly-Clark, and Telstra. These projects included development of web applications, VPN or dedicated network connectivity requirements; which involved working closely with software engineers.

Managed and completed “web-cast” events for up to 1000 participants with a 100% satisfaction record.

Managed circuit installations, testing and certifications.

Managed projects and task dependencies for cloud and managed services including initiation, planning, execution, monitoring, cost control, project closeout as well as preparation for “day 2 support”.

Setup and conducted project and client team meetings.

Time line creation and updates.

Coordination of all customer trainings including portal/reservations/production/NOC.

Gathered and entered all necessary client information for the onboarding/implementation of customers for proper support and managed services purposes.

Coordinated and verified all sites certifications as required.

Managed all project change controls while effectively communicated impacts to timelines and costs.

Tritech Communications Boston, MA

March 2011 to September 2011

Project Manager

Managed a variety of complex project installations for a wide range of clients including; Goodyear, Willis North America, Citco, and Microsoft.

Managed projects and task dependencies for equipment installations including initiation, planning, execution, monitoring, cost control, project closeout (which included completion of all “punch-list” items) and warranty considerations.

Lead operational planning and coordination for client equipment installations and deliverables.

Facilitated daily project team meetings and management status meetings for all projects.

Excellent leadership, communication and consultative skills.

Utilized multiple proprietary software platforms.

Oversaw equipment quality and integrity during client implementations and issue resolutions through effective interfaces with contractors, engineering team, programming team and field resources.

Monitored warranty period for installed equipment performance to ensure client satisfaction.

Managed all project change controls while effectively communicated impacts to timelines and costs.

Purchasing – responsible for vendor negotiations in regards to specific projects, follow-up, and tracking of products and materials.

Adecco Temp Agency – Philips Medical Andover, MA

October 2010 to March 2011

Data Specialist and Quoter

Responsible for day-to-day Human Resource operations.

Processed departments new hire material.

Implemented customer service processes and procedures.

Verified Unemployment Eligibility information when claims were being investigated.

Handled escalated customer service requests.

Provided customer service to both internal and external customers.

Utilized multiple proprietary software platforms including: SAP, PeopleSoft, and Microsoft Office.

Prepared external quotes, applied discounts where required, and followed up with customers.

Completed an assortment of projects for the Contract’s Department.

York Telecom Inc. Wilmington, MA

February 2004 to February 2009

Project Manager

Managed a variety of complex project installations for a wide range of clients including; SSA, Nortel, Massachusetts General Hospital, Eastern Nazarene College, and University of Connecticut, which included logistical expertise.

Defined project plans, resource estimates, risk mitigation, and project status reports for complex or cross-functional processes.

Managed projects and task dependencies for equipment installations including initiation, planning, execution, monitoring, cost control, project closeout (which included completion of all “punch-list” items) and warranty considerations.

Lead operational planning and coordination for client equipment installations and deliverables.

Facilitated weekly project team meetings and weekly PM/management status meetings for all projects.

Excellent leadership, communication and consultative skills.

Utilized multiple proprietary software platforms: SAP, SharePoint, Lotus, BIS (custom Oracle database), PeopleSoft, Infoshare, and IBM AS400.

Oversaw equipment quality and integrity during client implementations and issue resolutions through effective interfaces with contractors, engineering team, programming team and field resources.

Mentored and trained project team members to enforce equipment installations guidelines and best practices.

Monitored warranty period for installed equipment performance to ensure client satisfaction.

Managed all project change controls while effectively communicated impacts to timelines and costs.

Purchasing – responsible for vendor negotiations in regards to specific projects, follow-up, and tracking of products and materials.

Customer Service Manager

Responsible for service operations including warranties, service contracts, return authorizations and repairs.

Scheduled all service calls and billing as required.

Supervised service technical staff in MA and NY offices.

Fleet Management.

Assisted in maintenance of York Telecom web site for all online service requests.

Negotiated client service contract renewals. Provided quotes to customer, ordered and delivered product.

Managed technical resources and project managers for client contracts.

Worked closely with project management during client implementations by utilizing multiple proprietary software platforms: BIS (custom Oracle database), Infoshare and IBM AS400.

Participated in creation, implementation of customer service and project mgmt. processes & procedures. Maintained these processes, updated as required.

Supported all Project Managers at York Telecom.

Created Request for Proposals (RFP) documents.

Maintained room equipment information for accurate reporting to the Customer Support Center (CSC) for warranty and contract periods.

Purchasing – responsible for order follow-up, status, tracking, and ordering of parts and materials, negotiated pricing with vendors.

AV Associates East Needham, MA

January 1995 to February 2004

Service Manager/Project Coordinator

Supervised service administration and technical staff in CT, MA and NJ.

Responsible for day-to-day service operations.

Negotiated contracts for audio/visual and multimedia client based equipment.

Managed and coordinated all departments for internal order fulfillment.

Implemented customer service processes and procedures.

Documented and continually streamlined procedures to meet client’s needs.

Handled escalated customer service requests.

Provided customer service to both internal and external customers.

Maximized operational efficiency and continuously improved service for operational excellence.

Purchasing Assistant – responsible for order follow-up, status, tracking, and ordering of parts and materials.

Education

Villanova University

Essentials in Project Management Certification

Mastering Project Management Certification

HR Management training

How to handle People with tact & Skill

How to supervise people

References available upon request.

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