Project Manager Customer Service

Education

University of Phoenix

February **** - December 2009

. Master's in Business Administration

University of Phoenix

January 2003 - January 2007

. Bachelor of Science in Business Management

Experience

STERITECH GROUP INC.

Charlotte, North Carolina

Strategic Account Manager

March 2011- Present

. Manage client relationships developing long term Strategic Business

Plans

. Manage client portfolios exceeding $3.5 Million

. Lead key strategic initiatives which drive sales and growth

. Analyze data and provide correlations between performance in client

vendor programs and Voice of the Customer

. Lead in and actively participate team technology development

initiatives

. Strategize and provide key insights and business analytics of markets

trends matching client programs

. Manage framework for monitoring budgets, timelines and deliverables

. Pricing analysis and contract negotiations

. Work directly with Logistics to ensure scheduling deadlines are met

. Analyze data in excel and create and present client PowerPoint

presentations

. Lead the development of client negotiating strategy

. Support line of business partners by understanding/troubleshooting

client technology

. Sustain understanding of business acumen and management principles

. Coordinate and implement customer experience initiative designed to

develop a strategy and improve the client experience

. Proficiently apply Risk Management by identifying, assessing and

prioritize projects

. Mentor and coach cross functional client support teams based on

specific career tracks

. Lead Strategic Account Management team collaborating meetings

. Maintain knowledge of Food Safety and specific customer brand

requirements

University of Phoenix

Charlotte, North Carolina

Enrollment Advisor

January 2008 - March 2011

. Recruit, advise and coach undergraduate/graduate students regarding

admissions requirements

. Manage relationships with students throughout program

. Professionally managed and coordinated implementing regarding student

enrollment experience

. Managed timelines regarding student enrollments

. Mentor and train new Enrollment Advisors based on company

expectations.

. Successfully developed a monthly road map for others to follow to

remain productive with daily and monthly goals

. Prepare and process student application for finance and academic

clearance by submitting complete and accurate information to all

departments

CTX - Centex Homes Builder Division

Charlotte, North Carolina

Loan Officer/Consultant

December 2005 - October 2007

. Responsibility for pipeline management between Centex and CTX to meet

a minimum closing of 8 loans per month. This was important to the

builder to maintain an internal relationship with the lender instead

of working with an outside lender. Capture of the loan was important

for profitability of the organization

. Project manager coordinating and implementing customer experience

designed to develop a positive home buying and mortgage experience

. Managed accounts from application to closing including reviewing

credit reports and educating clients on the impact of the credit

parameters.

. Assisted clients in building plans to improve credit scores

. Managed monthly goals for loan origination and customer service of

average loan closings of $1.8 million per month, while maintaining

high JD Power scores

. Partnered with internal Centex sales and senior management team to

maintain business relationships to capture loans for prospective home

buyers

. Prepared and analyzed reports for internal business partners to

determine the validity to each loan in the pipeline and any risks of

the loan not funding and the home sale closing as scheduled

Amera-Clean

Fontana, California

Director of Operations

July

1999 - May 2005

. Human Resource Management

. Recruit and training employees

. Managed reviewing employee performance evaluations, ensuring

compliance with State Fund Workers Compensation regulations

. Created and enforcing company rules and regulations through employee

manual and business process guidelines

. Professionally managed client proposal and renegotiate contract

extensions with commercial and builder accounts

. Collaborated on the development of the business unit strategic plan.

This included development of B2B and B2C operations and pricing

strategies for targeted opportunities within the territory to ensure

continued business growth

. Effectively managed all client accounts through contract negotiation,

preparing proposals for residential and commercial contracts, drafting

and analyzing reports for clients, scheduling for multiple jobs

according to the needs of the client

. Project Manager coordinating and implementing customer experience

designed to develop a strategy and improve commercial and residential

clients

United States Postal Service

Corona, California

Carrier/Supervisor

September 1990 - January 1999

. Customer Service

. Delivery

. Team lead/Supervise when called up to support

. Route Management

Software Proficiencies

. Microsoft PowerPoint

. Microsoft Excel

. Microsoft Word

. Microsoft Outlook

. SharePoint

. People soft

. Project

. Oracle

. OnBrand360

Soft Skills / Effective Communication

. Organized

. Team oriented with all Cross functional teams

. Passionate/Energetic/Personable/Committed

. Proficient in Excel/Pivot

. Proficient presentation skill

. Strong written and oral communication

. Exceptional problem solving

. Work well under pressure

. Flexibility/Adaptability

. Superior Problem solving

. Strong management and organizational skills driven to achieve results

. Successfully maintain effective communication and functional

relationships with internal and external key stakeholders

. Experienced professional driven to achieve measurable results.

. Proven ability to manage multiple initiatives efficiently and

establish strategic visions and goals

. streamlining existing operations

. Envision new concepts and future trends

. Effective leader who can communicate direction, commit people to

action

. Convey complex information in easily understood formats.

Achievements/Awards

. Leadership development series 2013

. Presentation skills 2013

. Coaching for performance 2013

. Successful client contract renewals with increased annual portfolio

(years 2011, 2012 & 2013)

. Project Manager leading multiple client implementations in 2012

through 2013

. ServSafe 2011

. Nominated by Leadership to participate in 2nd Annual Leadership

Conference by invitation only with University of Phoenix 2010

. JD Powers Award for Customer Service

Contact this candidate