Customer Service Project Manager
Resume:
Evelyn Johnson
**** ********* ***** ( McKinney, TX 75070 ( ********@*****.*** (
Target Job: Project Manager / Business Analyst
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SUMMARY OF QUALIFICATIONS
. MASTER OF PROJECT MANAGEMENT AND MBA CANDIDATE. BA IN BUSINESS
ADMINISTRATION.
. More than 10 years of experience in Management, Projects, business
development, sales, training and development, and customer service for
comprehensive knowledge and experience in business operations, project
management, leadership, and maximizing revenue.
. Demonstrated excellent verbal presentation and written communication
skills to deliver speeches and facilitate training seminars to audiences
of varying size and at all organizational levels and to negotiate and
persuade others to achieve desired results.
. Proficiency in Microsoft Project, Visio, Word, Excel, PowerPoint, SQL,
SSAS, NodeXL and Outlook.
. Highly motivated self-starter capable of handling multiple projects
simultaneously while adhering to strict deadlines in collaborative, team-
based environment. President Club and top producer: Remax Sails
Education
MASTER OF PROJECT MANAGEMENT IN PROJECT MANAGEMENT DECEMBER 2013
Keller Graduate SChool of management ty
Bachelor of Arts in Business Administration with focus in Economics
University of Maryland
Key Strengths
. Leadership & Team . Training and Development . Marketing Strategies
Collaboration skills Development
. Relationship Building & . Project Execution & . Operations & Business
Retention Management Development
. Recruitment & Staffing . Risk Management & Scope . Creative Direction/Market
Skills Change Research
. Excellent Problem Solving . Database Collection & . Project Mgmt Best Practices
Skills Analysis
. Great Multi Tasking . Financial & . Excellent Communication &
Ability & Skills Reconciliation Mgmt
. Exceptional Contract . Strategic Business Presentation Skills
Negotiator Planning
Professional Experience
PROJECT SPECIALIST MAY 2014 - JULY 2014
UNIQUE McKinney, TX
Developed, monitored, tracked, analyzed, forecasted, and reported on
project budgets on a state funded project. Provided estimates to
completion, monitored commitments, expenditures, project progress and
productivity, worked plans and schedules, projects cost analysis, WBS,
subcontracts, and change management. Supported project manager with
operational project reviews and monthly forecast on projects.
. Developed schedules and allocated resources. Performed intakes, reviewed
data, identified incorrect items, and recommended all necessary
correction.
. Reviewed, processed and tracked all project intakes, and clients progress
on various projects. Inputted or updated activity data, progress
information and reviewed activity durations. Performed risk analysis,
scheduled and recommended usage of contingency.
. Provided support for project and assured change management systems and
processes ware implemented and followed.
. Identified potential project problems early, reported issues and problems
to operations leadership, and worked with project teams to address and
implement recovery plans.
. Prepared spreadsheets and a wide variety of routine analyses, and other
related project evaluations Set-up, monitored & reported earned value
progress measurement systems for projects, including analysis based on
input from project leads.
. Produced various planning and scheduling reports and analysis.
Recommended controls by identifying problems and writing improved
procedures.
Customer Service Representative December 2012 - March 2014
Torchmark Corporation McKinney, TX
Receive more than 150 inbound calls daily; resolved internal and external
customer-related issues. Collaborate across departments to improve customer
experience and strengthen business relationships.
. Consistently received Customer Service Recognition Awards from customers
and supervisors for due diligence and research on verifying and
correcting account discrepancies.
. Improved customer interaction by resolving customer complaints and
recommending various Insurance improved products, which led to increased
call volume 20% and increased revenue and customer retention by resolving
possibly costly issues and billing discrepancies.
Sales and Customer Service Supervisor April 2011 - July 2012
Polo Ralph Lauren Allen, TX
Managed daily store operations, developed customer relationships, created
reports for upper management. Supervised more than 50 sales associates.
Created and implemented sales contests and developed promotional flyers to
drive sales.
. Developed measure of accountability for associates to attain sales goals
resulting in increase of sales by 7%.
. Delivered outstanding customer service to drive repeat customers and
improve customer service performance by 10%.
Business Development Manager May 2008 - July 2010
The Law Offices of Timothy J. Driscoll Laurel, MD
Developed and implemented business and marketing plan for law firm,
researched and analyzed market trends and other law firms, drafted demands
and negotiated settlements with insurance companies producing top dollar
settlements for clients.
. Executed business and marketing plan including advertising in Spanish
language media and direct mail campaign to expand market, trained and
developed sales staff to market product resulting in 20% increase in
client base and 15% boost in revenue.
Project Manager / Business Development Manager March 2002 - April 2008
E.J. Holdings Laurel, MD
Provided full-service project management for medium-size home building and
renovation projects including project planning, cost, resources, scope
budget, negotiations, scheduling. Negotiated contracts, worked with agents,
title companies, inspectors, and clients.
. Monitored all aspects of projects during the project life cycle,
controlled budget, and negotiated contracts resulting in 30% increase in
revenue.
Professional Affiliations
. Current Member, Project Management Institute, Dallas Chapter
. PMP Certification in process
Contact this candidate