Customer Service Project Manager
Resume:
Robert Alexander, Jr.
Sewell, NJ 08080
**************@*****.***
Project/Release Manager/SAT
A well respected, goal-oriented leader with demonstrated success as a "Project Manager” in the Telecom Industry, whose dedication, perseverance and vision promotes success. Has a wealth of specialized experience in meeting and exceeding financial and customer service objectives in developing state of the art (Client/Server Based) desktop applications, product and service reference data (Sybase) and improving Call Center Operations. Exceptional project management and leadership skills with ability to organize complex projects, define priorities, estimate level of effort (LOE), successfully interface with development and other internal teams and deliver projects, from start to finish, on or ahead of schedule.
Professional Skills
Project Management Call Center Operations IT/Business Systems/Data Base Management
Complex Problem Resolution Leadership/Staff Development/Training Requirement Gathering, Planning&Documentation
QA Testing Manager Strong Presentation Skills Resource Management – Center of Excellence
Strong Negotiation Skills Proactive Coach, Mentor, Motivator
LOE/Resource Estimation Client Advocate Totally Accountable
Change Management Issue Resolution Conflict Resolution
Project Planning & Tracking Professional Musician
PROFESSIONAL EXPERIENCE
LiquidHub -“Systems Analyst Tester”
2013 – May 2015
Contracting firm (LiquidHub) located in Wayne, Pa.
Assigned to a “Premier Mutual Fund Company” located in the Philadelphia Region” as a "W2" IT Contractor.
Position held - Retail Tester supporting various Blue Chip Projects.
Responsibilities include “Reviewing Business Requirements”, “Creating Test Cases”, based on the Client’s requirements, and “Executing detailed Testing Scripts”.
Runs Test Scripts to ensure a 100% success rate on all requirements on both the Internal and External Financial Desktop Applications.
Participates in Planning and Requirement Sessions.
Main focus currently in the area of “Retail Money Management Software”.
Participates in Daily Scrums and works with Scrum Master to ensure all deliverables are met on time.
Presents new functionality to the Client during Sprint Reviews.
All Projects managed using Agility Methodology.
Documents and Tracks Defects uncovered during test cycles.
Uses numerous in-house testing tools.
ENTERTAINMENT INDUSTRY 2009 – 2014
Percussionist.
Manage band (4 members).
Bookings (clubs – special events).
Event notification/publishing.
Website management.
1.Schedule/Calendar
2.Demos
Lighting & Sound engineer.
Equipment Manager.
Verizon Communications, Inc. - Philadelphia, PA
Project Manager, Information Technology 1989 - 2009
Consistently met or exceeded business, project and customer service goals managinga team of 20 for systems analysis, programming and revenue assurance for IT, Billing Validation Services and Corporate Data Stewardship Tables.
Successfully managed15+ projects simultaneously, including requirements planning, resource allocation, metrics, and timetable and executive level reports. Played active role as Release Manager in promptly resolving complex issues. All projects delivered on time or ahead of schedule.
Overall Project Manager designated to oversee the development of the Small Business Desk-Top Negotiation Tool. Interfaced with the “Client” and “Development Staff” on a daily basis. Defined scope and and managed “New Requirement” requests. Project delivered ahead of 1 year target date.
Facilitated numerous JADS in order to obtain "Client Sign-Off" on all requirements related to the development of the Desktop Verizon Small Business Negotiation Tool.
Interfaced with the Client to clarify any questions they had regarding "Client Requirements" and to ensure all requirements and deliverables were met on time or ahead of schedule.
Developed the Regional Requirements for the implementation of Equal Access Presubscription throughout the Verizon Footprint. These requirements
Represented my VP Organization and participated in Weekly Change Control sessions to ensure no changes were released into production that could potentially cause a Call Center Outage. Ensured appropriate Teams had time (resources) to execute change request and thoroughly test change before release into production.
Significantly improved customer service request process as major contributor on the development and dissemination to 60+ call centers of multiple, first-ever, UNIX-based state-of-the-art desktop negotiation tools.
Improved system resulted in; zero failed software applications, zero repeat calls from customers, and processing accuracy improved to 100%, with quality and consistency in delivery of services.
Achieved 99+% success rate and 100% completion rate for 8 consecutive years overseeing 6 databases housing product and service reference data for company facilities in 7 states and deploying approximately 14M changes annually.
Delivered complex applicationto key client in less than 11 months, well ahead of one-year negotiated delivery date.
Applied sound business judgment and problem solving abilities to attentively monitor and resolve ~4 critical issues per month, all within a 24-hour turn-around time for 18+ months.
Aggressively managed timelines for multiple weekly data releases on 2 versions of software on 700+ projects and problem solved roadblocks, resulting in 100% on-time completion in 2008 alone.
Confidently utilized an array of performance management techniques to maximize the performance of 20 direct reports, including setting objectives, resource allocation, performance reviews, training and team building.
Continued to achieve or exceed expectations for ever growing work load with fewer employees resulting from down-sizing by constantly cross training team members, making them each experts in multiple areas of responsibility.
Product Line Manager, Access & Toll Services 1988 - 1989
Trained, mentored, motivated and led a productive team of three Project Managers to track revenues associated with Toll & Access Services. Thoroughly analyzed executive-level reports from 13 Product Line Managers for VP’s.
Successfully recouped ~$500K in revenues and put a long-term solution in place to prevent loss recurrence.
Prior Verizon Experience
Resource Manager, IT
Corporate Staff Manager, Equal Access Presubscription/Billing System Testing
Manager, Training School Instructor Force
Sales Supervisor, Small Business Customer Call Center
Business Office Supervisor, Customer Call Supervisor
Instructor, Commercial/Business Department
Consumer/Small Business Call Center Consultant
Education
60 College “Credits” towards a Bachelor of Business Administration - United States Naval Academy - Annapolis, MD as well as the equivalent skills developed throughoutmy career at Verizon Communications Inc.
Professional Development and Specialized Training
Effective Leadership, Management/Teambuilding, Managing Consumer & Business Call Centers, Diversity, Project Management, Communication, EEO Compliance & Sexual Harassment Prevention, Safety/Environmental Awareness
Computer Skills- Word, Excel, PowerPoint, Project Workbench, Sybase, Lotus Notes, Agility, Quality Center
MILITARY EXPERIENCE– United States Naval Reserves – Honorable Discharge
Contact this candidate