Project Manager Customer Service

SUE MAGER

*** ****** **** ****** *********, NY **787

516-***-**** ***.******@*******.***

PROJECT MANAGEMENT PROFESSIONAL

Summary

Multifaceted project management professional with a progressive career history of executing complex, high-

profile projects on-time and within budget for industry-leading corporations. Adept at balancing resources and

forging cross-disciplinary and external relationships to meet key objectives. Diplomatic leader with a

demonstrated ability to cultivate cohesive, quality-focused project management teams that consistently surpass

expectations. Specialized knowledge in negotiating lease work letters. Broad range of project management

experience spans construction, design, facility management, real estate, retail and corporate operations.

Excels at overseeing multiple projects simultaneously ranging from 5,000 sq. ft. to 550,000 sq. ft. with budgets

up to $30M.

Logistics & Planning • Consulting • Construction Documents • Capital Projects • Lien Waivers

Due Diligence • Budgeting • Negotiations • Leadership & Development • Relationship Management

Retail & Corporate Operations • Commercial Real Estate • Customer Service • Scope of Work • Cost Analysis

Strategic Planning • Zoning & Permits • Client Management • T urn-Key Operations • Multi-State Territories

Construction Administration • AIA Contracts • Relocation Management • Space Planning • RFPs

PROFESSIONAL EXPERIENCE

SLEEPY’S, Hicksville, NY 2013

Privately owned leading mattress retailer with 900+ locations.

Manager, Project Management

Oversaw responsibility for a 6 state territory, opening new retail locations against strict deadlines. Thoroughly

evaluated potential sites to ensure alignment with all key business criteria, composing site feasibility analysis of

demographics, as-is conditions, MEP, site conditions, and municipality requirements. Project lifecycle, including:

project estimates, scope of work, funding requests, scheduling, contractor selection, contract preparation,

execution, project closeout and quality control. Reported to Director of Store Planning, Design and

Construction, with direct line to company president.

Selected Achievements:

Handpicked to lead all difficult and complex projects based on impressive career background. Notable

projects included:

o Partnered with government agencies to expedite approval process for obtaining relevant

ordinances and permits for new store locations.

o Spearheaded projects for flagship stores, such as: 34th St. Herald Square NYC, Broadway

NYC, and Historical Districts in Washington, DC (DuPont Square and Georgetown).

Significantly accelerated design development, A/E and permit filing process for new store openings,

enabling company to begin construction immediately after signing lease.

Minimized overhead by playing critical role in selection of new store locations, providing in -depth

analysis of potential sites to demonstrate advantages and drawbacks.

MOHR PARTNERS, INC., New York, NY 2006 – 2013

Global corporate real estate advisors with industry-recognized clients, such as: Gentiva Health Care,

Manpower/Experis/Right Management, Mikasa, Vince Clothing, Entenmanns Bakery, and US Legal.

Senior Project Manager

Determined workload for 5 regional project managers and oversaw all stages of project implementation.

Tactically negotiated and finalized client contracts and project budgets. Leveraged project management

expertise to provide astute consultation to client’s national real estate portfolio, including corporate interiors,

retail, and warehousing. Selected and qualified consultants for A&E, MEP, IT, FF&E, security, signage and

relocation, motivating and managing teams through project lifecycle to deliver outstanding results.

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MOHR PARTNERS, INC., CONTINUED:

Evaluated current market environment, utilizing relevant data to develop comprehensive corporate standards,

business objectives, budgets, schedules, and reporting formats. Closely track ed expenditures to identify and act

upon opportunities to cut costs without sacrificing quality. Respected mentor to fellow project managers,

providing insight on methods for successful and timely project delivery.

Selected Achievements:

Slashed expenses by $500K yearly by expertly providing value engineering on all projects.

Selected to manage relationship with largest national PM account based on performance as top

producer, developing strong rapport with C-level management that ensured continued assignments and

contract renewal.

o Mandated by client for assignment on all projects.

Recognized for excellence in customer service, averaging 4.9 on client satisfaction surveys with a 1 -5

rating scale. Quoted as being an “over-the-top performer, both in volume of projects and level of client

satisfaction, always finding ways to accommodate additional assignments.”

WCI COMMUNITIES, INC., Valhalla, NY 2004 – 2005

American multi-family homebuilder with annual revenues exceeding $400M.

Customer Care Manager

Brought on board to build and manage new customer care office from ground up. Within first 3 months of

employment, established and implemented comprehensive operating procedures . Developed and managed

staff to provide outstanding service that far exceeded customer expectations. Cultivated long-lasting customer

relationships by providing thoughtful resolutions to homeowner conflicts.

Selected Achievements:

Drastically reduced annual expenses by $250K through championing use of remote employees.

Lowered unresolved contractor and vendor claims by 45% within 3 months of hire by devising outline of

scope and timeline necessary for resolution.

MCDONALD’S CORPORATION, Roseland, NJ 2001 – 2003

World’s largest chain of fast food restaurants with more than $27B in annual revenue s.

Construction Project Manager

Oversaw all new construction, remodeling, and site maintenance projects for Long Island and Connecticut,

strategically managing budgets ranging from $10K to $5M. Directed projects from design through change order

negotiations, implementation and closeout. Managed consultants to ensure adherence with corporate standards

and design goals. Devised and executed development plans that consistently achieved portfolio returns within

assigned territory. Negotiated construction bids and ensured low-cost-best-value for building, site and

construction costs.

Selected Achievements:

Headed high-profile initiative to resolve outstanding compliance issues within 5 NYC boroughs.

Effectively saved $350K within first 9 months by strategically reducing consulting f ees and establishing

robust resolution process for summons and violations received.

Proactively lowered expense and accelerated project schedules by responding efficiently to design

changes caused by existing site conditions.

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CABLEVISION SYSTEMS CORPORATION, Bethpage, NY 1998 – 2001

American cable television company with systems serving New York and surroundi ng areas. Annual revenues

exceeding $7B.

Senior Project Manager

Hired to lead 7-member team of project managers and oversee consolidation of 22 offices into centralized,

550K sq. ft. location. Charged with oversight of projects ranging from $10K to $30M, serving as lead contact for

site selection, due diligence, and lease negotiations (lease work letter).

Scope of authority included: budget development and management; cost analysis; RFPs, scope of work,

scheduling, construction oversight, relocation and closeout. Managed all architects, engineers, construction

managers, contractors, and vendors to optimize project execution. Skillfully negotiated zoning, variances, and

permits with municipalities.

Selected Achievements:

Built corporation’s first childcare center and ensured all mandatory safety standards were met.

Conceived and implemented corporate standards for furniture and interior finishes and national

contracts for all regions.

UNITED SYSTEMS INTEGRATORS CORPORATION, Stamford, CT 1997 – 1998

Provider of corporate real estate services generating more than $4M in revenue s per year.

Project Manager

Tailored project management consultation to individual client needs. Directed implementation of facilities

planning and project management efforts.

Selected Achievements:

Selected for retainment by Prudential Securities to provide on -site planning services and assistance to

Design and Construction projects.

Led on-time and in-budget completion of large-scale construction project to open 16 regional offices

nationwide within 6 months.

COMPUTER ASSOCIATES, Islandia, NY 1993 – 1997

Fortune 500 company and one of the largest independent software corporations in the world with annual

revenues exceeding $5B.

Senior Project Manager

Promoted from CADD Operator role within 6 months of hire to oversee new construction and renovation

projects nationwide. Effectively managed budgets and schedules to drive down cost and accelerate productivity.

Selected Achievements:

Overcame challenge of obtaining difficult zoning ordinances needed for construction of 3 childcare

centers by establishing alliances with local political representatives.

Optimized furniture inventory management by creating innovative methodology that empowered

company with centralized management system nationwide, including implementation of a key software

program.

EDUCATION & PROFESSIONAL DEVELOPMENT

Associates Degree in Ornamental Horticulture

New York State University at Farmingdale

Leadership Development Level 1 & 2

Fundamentals of Management (Sleepy’s Training Course)

Harvard University

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