Project Manager Customer Service

Introduction

Satisfaction-centric! I am someone who's first on the playing field, ready

to bend over backwards for the sake of clients. I maintain a cool head

during intense driven project processes with proactive and diligent action.

I take pride in bringing strong creative skills to the release manager

role. I am totally committed to delivering projects on time and within

scope while maintaining strict adherence to original goals and client

needs. I am famous for delivering exceptional Customer Service to both

internal & external clients and stockholders and have great communications

skills that bridge gaps of understanding. Having an outgoing personality,

working with a wide range of executives, stakeholders and yet having the

aptitude to work with technical teams is one of the exceptional skills I

can contribute to your success.

Experienced project/release manager with a solid background in IT and web

production, adept at planning, monitoring, and closing projects with

complex dependencies. Highly organized with an ability to liaise between

business and technical areas while merging customer / user experiences with

business requirements. Strong project management skills collaborating

with cross-functional and international teams such as Creative Services,

Content Strategy, Development, QA & Release teams.

PROFESSIONAL EXPERIENCE

Project Manager for a major bank focusing on Product Marketing, Lines of

Business and Communication leads in support of an application portal for

the bank's commercial clients.

. Responsible for release management for Product Content Publishing

. Responsible for initial project scoping, development of the web

production schedule, resource allocation, and coordination of design,

content, front-end development, testing, and deployment to ensure

delivery of the project on schedule and on strategy.

. Assembled and supervised teams during the project, communicated

project status on a regular basis to multiple levels of management.

. Enforced compliance with the web publishing team standards and

guidelines documents.

. Worked on migration from Documentum ECM system to SDL Tridion WCM

system. Migration of all legacy web content.

. Consistently demonstrated qualities of diplomacy, problem solving and

decisiveness.

. Proven ability to balance many needs and remain detail-oriented while

tracking and organizing many resources.

. Excellent organizational skills and ability to manage multiple demands

without missing deadlines.

. Analytical skills for solving problems that arise.

. Usability and QA testing experience.

. Ability to provide quality service by appropriate follow-through,

urgency and persistence

. Training end users in best practices of User Experience, SEO content

as well as functionality, and Web Best Practices.

. Project resource and performance management.

. Experience in compiling BRD's and created BRD templates for Product

teams.

Project Manager/Producer for a firm that manages all patient/Dr relations

including Web Design & Development

. Web Development Producer/Project Manager for a Web Design and

Development Team.

. Intake, Design, Development, Content plans established for projects.

. Managing designers, developers, editors, proofreaders and other

technical team members.

. Established, maintained, tracked and effectively negotiated project

plan schedules and progress to keep them within budget and within

scope.

. Delivering Branded Websites focusing on Usability and best practices

for Web and SEO.

. Extensive collaboration with clients on design and content.

Project Management-Coordinating with Graphics and Manufacturing teams of

Custom Sign Design and Production Co. for Hotels.

. Managed projects from point of sale to deadlines of launch,

installation or delivery, including managing people and deliverables

internal and external to the company.

. Reported project progress to various levels of management, sales and

production teams.

. Advised on the feasibility of potential future projects.

. Handled writing contracts, change orders, work orders etc.

. Involved with contract control, credit referencing and job costing.

WORK HISTORY

Wells Fargo and Co (Contract INT Technologies): Aug 2012 - Jan 2014

San Francisco, CA

Project Manager

Responsible for managing the web project development process for the bank's

Wholesale CEO portal and application content needs, taking business

requirements from a product proponent and escorting them through content

strategy and development, visual design, front-end coding, and QA. Projects

consisted of content generated by Product teams for the Wholesale clientele

of Wells Fargo. Project lifecycles ranged from 5 days to 8 months.

Portfolio of 40+ projects, with daily releases.

. Initial project scoping & project launch utilizing Sharepoint,

development of web production schedule, resource allocation and

coordination of design, content, front-end development, testing and

deployment to ensure delivery of projects on schedule and within scope

while complying with Business requirements, Legal and Compliance

requirements of the Bank.

. Collaborated with Content management/Publishing team, Product

Management, Communications Leads, Creative Services, Editorial and QA

teams.

. Responsible for raising and maintaining awareness of all project

issues and risks, and working with appropriate personnel to develop

solutions Release management of Content related to Wholesale Product

Services.

. Responsible for project status meetings and is the point of contact

between management, stakeholders, and production staff.

. Coordination of cross functional teams for all projects including

emergency processes.

. Produced reports for upper management for ongoing project status

. Responsible for creating and testing new templates for new content

platforms.

Sesame Communications: Dec 2010-Nov 2011

Seattle, WA

Project Manager

Responsible for project management throughout the entire project lifecycle,

including project initiation/proposals, stakeholder management, project

delivery, post implementation review and project close out. Worked with all

teams involved in these projects: Sales, Design, Front End Development,

Editors, Proofreaders, QA, SEO and launch team. Project Cycles 1.5 mos-

6mos.

. Worked with dentists and orthodontists in not only working on their

website projects to get them created and launched but also educating

them in regards to UX and SEO best practices.

. Delivered user-centric branded websites, focusing on Usability and UX

best practices while managing a portfolio of 45+ projects, launching

15-20 sites a month.

. Assisted by taking on tasks involving graphic edits, edits and

proofreading of site content including assisting with SEO wording,

edits to web-pages via proprietary CMS, responsible for QA for each

Website prior to Launch.

. Established, maintained and tracked project plan schedules from

inception to launch.

. Responsible for delivering work within contract/purchased scope.

. Responsible for identifying and communicating issues causing margin

changes to keep project within scope, on schedule and within budget.

. Responsible for raising and maintaining awareness of all project

issues and risks, and working with appropriate personnel to develop

solutions

. Collaborated with search team members, editorial, FEDs and Clients.

. Trained clients on new CMS systems, UX best practices, SEO.

. Supported SEO requirements that are generated by SEO team.

. Utilizing Adobe (Dreamweaver, Illustrator, Photoshop and Acrobat),

HTTP, CSS, PHP, FTP agents, Browser/Link QA tools

Website Projects : June 2009 - Aug 2012

MN Electronics, Acadia Massage Health Center, Washington State Association

of Multicultural Education:, RMH Arbitration, Funk`e Soul, Winning with

Fairness, SnoKixx, Formative Food:

I worked with Small Business, Sole owner primarily, businesses owners

which had never had websites before.

. Marketing Documents and Website Consultation

o Work with client as a website consultant for an ongoing website

project.

. Project Manager

o Managed project from initial contact with Client to launch.

Managing the design and development team as well as educating

the client as to the web process.

. Web Creation:

o Sole creator of website includes -project manager, designer,

developer and post-launch manager of site and consultant for

client.

o Graphic Design-for all Websites including Graphic Design for

artwork for Funke Soul clothing designs.

o Content Writer and Editor

o Typographer, Logo creation

. Trained clients on new CMS systems where applicable, UX best

practices, SEO.

. Web Development: HTML, CSS, PHP, JQuery, Flash, Wordpress,

Illustrator, Photoshop, Flash, Dreamweaver, FTP agents, Web Hosting,

QA testing and Launch.

Microsoft Unlimited Potential Group, Shared Access: Nov 2008 - Feb 2009

Redmond, WA

Business Administrator/ Independent Contractor (Purely Soul LLC)

Provide all aspects of daily support to Executive Leadership Team including

calendar management, travel arrangements (domestic and international),

travel documentation, meeting coordination, prepare expense reports and

purchase order management.

Fulcrum Technologies: Nov 2005 - Oct 2008

Seattle, WA

Travel Project Coordinator

Responsible for the company business travel operation for traveling teams,

resulting in the development and implementation of new procedures that

contribute to the reduction of operating expenses as well as optimizing

department activity efficiency.

Primary Duties and Responsibilities:

. Organizing Events and Travel for Executives, Managers, and Multiple

teams .

. Processing/reconciling all employee expense reports using the tool

Concur, including tracking travel expenses and savings.

. Initiate, drive, and implement business improvements that contribute

to operation expense reduction.

. Direct negotiations with Hospitality and Travel Vendors in order to

curb business expenditure.

. Assist with Sales and Marketing ad hoc projects.

The Watson Group (Adaptix, Inc a WiMAX Broadband Company): June 2005 - Nov

2005 Seattle, WA

Contract Assignment: Administrative Assistant

Microsoft/ Corestaff: June 2004 - June 2005

Redmond, WA

Business Administrative Assistant

Provide all aspects of daily support to Executive Leadership Team, to

include calendar, travel arrangements (domestic and international), travel

documentation, meeting coordination, preparing expense reports and purchase

order management.

Contract Assignments: Oct 2003 - June 2004

Bellevue, WA

Property Management/Contract Administration for Telecommunications firm.

MoneyTree: April 2002 - Sept 2003 Renton, WA

Administrative Client Services Specialist - Worked with Designers to create

Marketing materials for Corporate and retail locations in the Client

Services/Digital Print Dept.

Contract Assignments: Feb 2001 - April 2002 Bay Area, CA/

Seattle, WA

Office Administrative contract positions, including 6 months at MoneyTree

Arrow Sign Company: Dec 2000 - Feb 2001

Oakland, CA

Project Manager

. Handled writing contracts, change orders, work orders etc. for Sales

Account Executives.

. Coordinated projects with Sales staff, Graphics Dept. and Contract

Control.

. Managed/updated client information on company database.

. Involved with contract control, credit referencing and job costing.

Garnett Sign Studio: Mar 2000 - Oct 2000

San Francisco, CA

Project Manager

. Worked on 25-30 projects at a time.

. Established, maintained and tracked project plan schedules and

progress.

. Managed projects to deadlines including managing people and

deliverables internal and external to the company.

. Reported project progress to various levels of management and sales

team.

. Develop client relationships.

. On-Site surveys and site surveys working from Blue Prints.

. Advised on the feasibility of potential future projects.

SynerTel: Nov 1999 - Mar 2000 San

Francisco, CA

Project Manager

. Administrative management in office.

. Project Management with Client installation of telecommunications

services.

. Client training for new systems.

Education

. PMP Coursework March 2014-Current

. Seattle Central Community College-Web Design/Development -2012 AAS

with 3.9GPA- Phi Theta Kappa Honor Society, President's List and

Dean's List

o Courses include: Web Design (multiple levels), User Interface

Design, PHP, JavaScript, Desktop Publishing and specific

classes using Adobe CS4, Typography, Wordpress, and Web Team

Project Management.

Technical Skills

. Web Design/Development tools: XHTML, CSS,, PHP, Adobe Creative Suites

5 including Dreamweaver, Photoshop, Illustrator, Flash and Acrobat,

experience with Javascript, MySQL, SQL Server and Visio.

. Experience with various Management tools including: Salesforce,

Sharepoint, Wordpress, Documentum and SDL Tridion.

. Familiarity with developing Information architecture, wireframes and

site specs.

. Project Management experience in Website Creation and

Graphics/Manufacturing fields.

. Proficient in Windows 7, MS Office 2010 (Word, Excel, Outlook, Access

and PowerPoint), In Design, cross operating platforms and extensive

experience with the Internet using cross browsers.

Contact this candidate