Project Manager Customer Service

[pic] Human Resources Professional [pic]

More than 20 years of experience in Human Resources and Information

Technology. Unique blend-an HR professional with Lean Six Sigma, IT and

industrial engineering background. Broad experience working with

internal/external clients and stakeholders that strategically drive

business initiatives. Expert analytical and reporting capabilities. Able to

successfully prioritize various initiatives in a fast-paced environment.

Skilled at coordinating, delivering and monitoring multiple projects with

meticulous attention to detail.

* Human Resources

* Team Relations

* Compliance Reporting

* Benefits and Total Rewards Administration

* Public Speaking

* PHR Certified

* Information Technology

* Project Management

* Network Administration

* Lean Six Sigma Green Belt

* Business Analysis

* Leadership

[pic] Professional Experience [pic]

Coordinator Team Relations, King's Daughters Medical Center ( Ashland, KY

2012 - 2013

. Saved $40,000 on the company Service Awards Recognition program while

maintaining the programs integrity.

. Reduced the number of Union grievances by 30% by implementing a tactical

rounding and engagement program throughout the organization.

. Decreased employee turnover by 10% by managing Team Relation engagement

projects.

. Implemented Lean Six Sigma methodologies and techniques to create the

ideal patient experience, reduce costs, maximize revenue and improve

clinical outcomes.

. Facilitated effective group presentations/discussions related to

management training, union avoidance, new hire on-boarding and regional

HR roundtable discussions.

. Built strong, credible relationships with Team Members and colleagues

during sensitive employee investigations.

. Excellent knowledge of HR and Employment Laws, Policies and Procedures,

talent and performance management systems.

. Provided a professional presence when interviewing staff or potential

candidates on an individual or group basis.

. Administered collective bargaining agreement and all other employment

related agreements.

HRIS Benefits Specialist, King's Daughters Medical Center ( Ashland, KY

2008 - 2012

. Reduced the Life and LTD insurance cost which saved the company $300,000

per year.

. Saved $45,000 per year by developing and implementing a paperless

benefits enrollment process.

. Leveraged IT background that facilitated broader use of IT Solutions to

develop better flow of HR information throughout the organization

utilizing the companies Lawson platform.

. Thorough knowledge of HR and Employment Laws, Policies and Procedures,

talent and performance management systems, HIPAA, ERISA.

. Excellent consulting, analytic and problem solving skills to address

employee benefit issues and concerns.

. Provided monthly presentations educating new and newly eligible staff

regarding their total benefit package.

Customer Service Representative, AT&T Incorporated ( Grayson, KY

2006 - 2007

. Enthusiastically responded to all customer/client request/inquiry

concerning technical services, products, billing, equipment, claims and

service problems

. Assumed full responsibility for overseeing multiple queues/skill sets for

a wide range of customer contact channels

. Provided recommendations on features, accessories, upgrades, and rate

plans according to customer's needs

. Delivered superior customer service, gaining and retaining clients' trust

and business.

Technology Sales Associate, OfficeMax, Incorporated ( Highlands Ranch, CO

2005 - 2006

. Established and introduced new concept store that promoted user friendly,

manageable shopping environment that increased customer satisfaction

scores by 25%.

. Exceeded technology store sales goals by 40%.

. Intensively trained other sales associates on various technology areas,

such as networking, PC, camera, and printer attributes.

. Training Lead for Boundless Sales environment that provided 30% increase

in customer engagement scores.

Lead Software Development Project Manager, Qwest Communications

Incorporated ( Denver, CO 1999 - 2004

. Saved $400,000 per year by managing the project that had the DSL

qualification, sales, and provisioning systems re-written in .NET.

. Managed 15 developers and testers in executing software and DB

enhancements across multiple midrange and mainframe platforms that

generated $15 million in additional revenue in the first year of

implementation.

. Expertly managed the deployment of client training and production of a

web-based POS application used by 6,000 call center sales agents located

in 14 states.

. Skill in organization, planning and IT change management.

. Rendered detailed analysis and reporting of load and performance testing

to assure that performance and application for 10,000 concurrent users of

sales and provisioning systems.

. Supervised projects for the support, maintenance, and enhancement of 96

critical legacy mainframe and midrange applications used by 35,000 call

center clients; maintained 98% application availability.

. Successfully directed a team of seven developers and four

system/application support members in performing a POS application

development, testing and implementation.

. Organized and monitored release schedules across multiple business and

technical support groups to ensure successful and cost effective software

releases for a community of 25,000 clients.

. Spearheaded integration testing to validate SOW changes, software

enhancements, and fix deliverables.

. Proficiently employed the use of Windows NT 4.0 for 2000 server and

workstations for 25,000 client users.

. Expertly configured a variety of mainframe and UNIX host connectivity

software packages.

. Supervised the documentation of project specific CMM processes and

procedures.

. Promoted and supervised a web-based corporate sales application running

on Sun Solaris version 5.2 utilizing Oracle Database version 8.i

[pic] Earlier Career [pic]

Network Administrator Programmer Consultant, Analyst International Inc.

( Denver, CO 1998 - 1999

Computer Operations Support Specialist, Multifoods Specialty Distribution

( Denver, CO 1997 - 1998

Computer Network Administration, United States Air Force ( Ellsworth AFB,

SD 1993 - 1997

Industrial Maintenance Technician, Hillshire Farms and Kahn's, Sara-Lee

Corp( Alexandria, KY 1992 - 1993

Summer Engineering Co-op, Ashland Oil Incorporated ( Russell, KY

1988 - 1990

[pic] Education [pic]

Master of Science in Technology Management - In-Progress

South Dakota School of Mines and Technology - Rapid City, SD

Bachelor of Science in Industrial Engineering Technology, 1991

Morehead State University - Morehead, KY

[pic] Training and [pic]

Certifications

PHR Lean Six Sigma Green Belt Crystal Reports

Microsoft Certified Brainbench Certified Windows Security Training

Systems Administrator Project Manager Microsoft Certified

(MCSA) Professional (MCP)

Microsoft Office Suite: Word, Excel, PowerPoint, Publisher, Project,

Exchange, SharePoint, Access

Software and Applications: Lawson, Crystal Reports, broadly experienced

with other applications

Platforms: Sun Solaris version 5.2, Oracle Database version 8.i, Windows

NT 4.0, XP, Vista, 7.0, UNIX [pic]

Contact this candidate