Project Manager Customer Service

ROBIN T HRANA

Hinsdale, IL 704-***-**** ********@*****.***

PROJECT MANAGEMENT PROFESSIONAL & COMMUNICATIONS EXPERT

A certified Project Manager Professional (PMP) with a track record of success in communications, public relations and

publishing. Resourceful and hard-working team leader with the capacity to analyze processes and multitask in a fast-

paced environment while achieving organizational and customer objectives, all with a positive attitude. Additional core

competencies include:

! Editing and Writing ! Meticulous Attention to Detail ! Critical Decision Making

! Expert Editorial Judgment ! Vast Publication Cycle Experience ! Cross-functional Collaboration

! Strong Business Acumen ! Strategic Planning ! Process & Change Management

COMMUNICATIONS EXPERIENCE

PS Communications, Marketing and Public Relations Chicago, IL 2009-2013

WRITER AND RESEARCHER

Accomplished freelance writer with a proven track record of high-quality results. Clients included Midwest Orthopaedics at

Rush, MetroSouth Medical Center and Hinsdale Orthopaedics.

" Quickly became a valued member of the strategic team, helping set direction for client branding and messaging.

" Developed a reputation for meeting the tightest of deadlines with urgency, accuracy and a positive attitude.

" Became a valued company resource in SEO techniques, keywords and metatags.

" Trained in HTML and CSS fundamentals.

" Was relied upon for excellent verbal, written communication and editorial skills, quickly becoming a leader in social

and traditional communication channels.

" Maintained proficiency in WordPress, MailChimp and Microsoft's Office Suite (Excel, PowerPoint, Word).

The Charlotte Observer Charlotte, NC 1994-2011

Multiple roles through the editing ranks of this respected print and digital media company, circulating 235K daily newspapers:

DEPUTY FEATURES EDITOR 2005-2011

Managed the content creation and editing of articles of 6 senior reporters. Oversaw numerous internal communication pieces

and other publications produced off-site, which required superior communication and negotiation skills with vendors.

" Co-led the 32-member features department and set direction for all content in 12 weekly features sections.

" Recognized for meeting all stringent deadlines, improving processes and exceeding expectations.

" Maintained expertise in AP Style and Chicago Manual of Style.

" Relied upon as an innovator to create content and develop visual presentations.

P ROJECT M ANAGER 2007-2010

Project managed all aspects of the Zvents calendaring platform from discovery phase through its on-time and on-budget rollout

utilizing expert customer service and problem-solving skills.

" Developed and oversaw every aspect of a tedious production schedule. This included keeping all stakeholders abreast

of progress via a comprehensive communications plan.

" Led The Charlotte Observer through the complicated transition to the new digital platform, which included writing a

training manual and then training more than 100 employees.

COPY DESK DEPARTMENT HEAD 2002-2005

Promoted into role becoming the youngest member of the newsroom’s leadership team. Directed a staff of 25 editors and

5 managers, and set all style standards for the newspaper. Led recruiting and hiring from a national talent pool.

" Recognized for outstanding project planning and coordination capabilities. Developed an annual off-site retreat for the

editing staff, becoming the only newspaper in the U.S. to offer full-day annual training opportunities to its editors.

" Co-led a new employee evaluation program; led business communication seminars for 1,200+ employees over 2 years,

which utilized my expert internal communication skills.

A DDITIONAL ROLES : COPY DESK TEAM LEADER DESIGN TEAM LEADER COPY EDITOR & PROOFREADER

TECHNICAL AND DIGITAL EXPERIENCE

eBay/StubHub/Zvents San Francisco, CA 2011-2014

TECHNICAL ACCOUNT MANAGER

Key player on team supporting 300+ partners, including Microsoft and AT&T, and 16M+ monthly users across the

partner network for Zvents, an eBay holding company. Managed technical account support to digital media outlets, including

the McClatchy Co., as well as wrote internal and external best practices, documentation and training to support the core product

and end-users.

" Served as top trainer and project manager, leading webinars for digital media partners and deploying new customers.

" Built and fostered strong partner relations assisting clients to leverage platform capabilities to expand business.

" Utilized extensive background in the media industry to serve as subject matter expert (SME) for engineers and

developers in creating roadmaps for enhancements to the Zvents platform.

" Reengaged inactive clients; led product training seminars that resulted in clients committing to increased services.

EDUCATION

BA, Journalism with Honors - University of North Carolina at Chapel Hill

PROFESSIONAL CERTIFICATIONS

Project Management Professional (PMP)

Six Sigma Yellow Belt

PROFESSIONAL AFFILIATIONS

Project Management Institute (PMI) – Member

Project Management Institute's (PMI) Chicagoland Chapter – Member

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