Project Manager Customer Service
Resume:
L. Elizabeth Arnold
********.******@*****.***
***** ******** **** ******, **
Skills
Policy Research Compliance Analysis and Recommendation
Risk Managment Scientific Manuscript Review and Formatting
Status Reporting Advance Excel Spreadsheets Production
Continuity of Operations Planning Microsoft Access Report, Form, and Database Creation
Crisis Communications Planning NBS Travel Planning, and ITAS Time Keeping
Html Coding Tax Preparation
Project Management Event Planning
Communication RFP Responding
Team Building Full Life-Cycle Proposal Writing, and Development
Procurement Outreach Management
Professional Experience
Technical Project Manager Sabre Systems Inc. 4/2013 to 12/2013
Alexandra, VA
Supported customer by prioritizing project work, assigning tasks, resources, deadlines and monitoring budgets with the use of Project in a
real and virtual environment. Assisted legal department by assured project legal documents are completed, signed and stored in SharePoint.
Reported weekly to senior level executives: important changes to project, progress, expectations, milestones and other key project metrics.
Developed and maintained project documentation, identified and ranked project risks. Developed risk mitigation strategies. Planned
content migration, established file structures based on metadata, developed governing documents. Managed the development, testing, and
launching of web applications and mobile applications. Collected and synthesized web analytic to be reported to senior level management.
Planned, scheduled, attended, and lead project meetings in real and virtual environment. This included teleconferences, web meetings, and
in-person conferences. Provided vendor management for onsite and offsite vendors. Collected information and collaborated efforts with
the use of remote tools, virtual desktop applications, SharePoint, Project, Visio, Word, and WebEx. Brussell LLC
Continuity of Operations and Services Manager Full time (40 hours weekly) 8/2007 to 7/ 012
2
Silver Spri g, M
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Brussell LLC
Continuity of Operations and Services Manager Full time (40 hours weekly) 8/2007 to 7/ 012
2
Silver Spri g, M
n D
Telework Project Manager MIT LLC 12/2012 to 4/2013
Alexandra, VA
Facilitated a Presidential Mandate for Telework, by recommending and facilitating Telework policies, practices, and tools. Assured the
Telework practices and policies were in compliance with the GSA guidelines and content of the Presidential Mandate for Telework. Lead
team by prioritizing project work, assigning tasks, resources, deadlines and monitoring budgets. Assured project legal documents are
completed and signed. Reported weekly to Senior level executives all: implication changes to project, progress, expectations, milestones
and other key project metrics. Escalated appropriate issues when necessary to ensure minimal impact to quality, budget, and time line.
Created project documentation and evaluate all key project deliverable, as well as final products to ensure contractual requirements were
met. Scheduled and attended all project and stakeholder meetings. Identified, tracked, and mitigate risk related to new teleworking policies
and practices. Planned, tacked, and reported project status with MS Project. Completed project on schedule, within scope, and on budget.
Assured customer was accurately invoiced and contractually obligated deliverables were provided in accordance with contract.
Operations Manager Brussell LLC 8/2007 to 10/2012
Silver Spring, MD
Facilitated 75% of all operations and policy related training for all employees and interns. Supervised the activities of 3 subordinate Senior
Managers and their respective departments (sales, services, and accounting). Trained Technicians, Outside Salesman, Interns, and Office
Staff. Created the emergency continuity of operations plan and facilitate quarterly drills and reviews to assure company emergency
readiness. Conducted policy, legislative, regulatory reviews, to maintain full compliance with Maryland Department of Agriculture (and
other licensing states’) requirements. Maintained employee and staff performance statics. Reviewed commercial contracts, conducted
residential customer service reviews, and managed new customer relations. Provided weekly updates concerning: customer relationships,
customer retention, service trends, industry trends, employee training, and continuity threats. Managed web and search engine marketing.
Accomplishments in the position include: 6 consecutive years of regulatory compliance with $0.0 fines and 0 citations. Facilitated the
adoption of a new management philosophy which was followed by an increase in the management and employee retention rates. Deployed
a new marketing plan, which lead to increased new customers and repeat customers.
Arbor
Case Manager Supervisor 3/2010 to 5/2011
Largo, MD
Provided program coordination for 4 inter-related employment education and training programs. Supervised and motivated Case Managers
and other support staff to meet weekly and monthly goals. Reviewed case files, case notes, and training curriculum to assure company and
agency standards were meet. Monitored team achievements through regular meetings, and identified barriers and steps necessary to
overcome obstacles as needed. Worked with agencies, service providers, and training instructors to facilitate case coordination and
information sharing. Maintained program records and provided assistance with appropriate documentation for referrals and alternate
services. Provided facility management for 3 locations by: assessing team needs, appropriating space, distributing and redistributing
furniture, file storage management, and coordinating with building maintenance.
Special Assistant to Deputy Director IMC, Inc.
Reston, VA 4/2007 to 6/2008
Managed the procurement process by preparing request for proposals (FFPs), reviewing responses, writing contract scope of work content,
reviewing invoices and assisting contract officers. Independently investigated office and institute updates, developments, and overall
performance to maintain the director’s monthly status report (a statically snap shot of the agency, institute and office). Monitored national
and international legislative and epigenetic updates and compiled quarterly reports. Contributed to the Institute’s continuity of operations
plan and co-wrote the office’s plan. Supported the transition of the new employee appraisal process by: assuring the evaluation standards
were understood by staff members and managers, assuring the correct process was followed, assisting managers by updating descriptions to
be fully inclusive of all projects and tasks regularly preformed. Completed final review of PMAPs before and after they were signed
and/or disputed by staff members. Documented disciplinary and adverse actions, and oversaw the employee bonus process by writing
narratives, and documenting outstanding performances. Researched, planed, and coordinated the annual office retreat, team building
activities, Intramural Seminar Series, and reviewed travel arrangements according to federal guidelines. Managed the schedules of the
Deputy Direct and Senior Policy Advisor, handled travel reimbursements, procured requested items, and reported training request.
Performed html coding, web site excavations and daily intranet updates. Other accomplishments included: coordinating successful team
building events (Received spot bonus for efforts), created training resource area, planned four well attended Intramural Seminar,
reorganized Directors Monthly Report, redeveloped the OSPPC new employee orientation packet, planned OSPPC 2008 Annual Retreat,
drafted NIMH Crisis Communications Plan, proposed a 5 and7 year Clearing House Contract budget (which was approved).
Program Support Specialist ESPI, Inc. 3/2006 to 4/2007
Washington, DC
Maintained the calendar of both the Director and Deputy Director of NINDS, processed study related manuscripts, and assisting
grantees. Prepared travel arrangements, processed expense reimbursement, handled grant inquires, and procured supplies/services.
Collected and distributed: meeting minutes, agendas and inter-cluster communications. Organized and prepared highly specific
scientific presentations, opened and closed the office, and trained new support staff. Preformed grant and grantee research and
worked with the PMAP transition committee. Assured PMAP evaluation standards were understood by staff members and managers,
assured the correct process was followed, assisted managers by updating descriptions to be fully inclusive of all projects and tasks
regularly preformed. Reviewed PMA disputed by staff members. Documented disciplinary and adverse actions, and supported the
employee bonus process by writing narratives.
Education
1/2004-5/2006 University of Maryland University College Adelphi, MD
1/2002- 12/2003 Prince Georges Community College Largo, MD
8/99-12/01 University Of New Haven West Haven, CT
Valerie Johnson 240-***-****
Nena Wells 202-***-****
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