Customer Service Manager
Resume:
Richard Warren, B.B.A, MCPM, CMS, SSLP
Winnipeg, MB, Canada
acri0j@r.postjobfree.com
OBJECTIVE
To secure a full-time position in project management
PROFILE
A highly skilled Project Manager with demonstrated expertise working with I.T, and manufacturing operations. I am passionate about quality and customer satisfaction, with a record of elevating productivity and profitability through automation and process improvement. I am adept at managing all phases of the project life cycle and am results oriented with the ability to coordinate multiple projects and teams simultaneously. My specialties and strengths include
Risk and Scope planning, schedule development, budget and cost control
Technical and operational planning and strategy development and application
Strong communication, presentation, analytical and problem solving skills
Computer skills include: Microsoft Office Suite, HTML
EDUCATION
Masters Certificate in Project Management (MCPM) ®
Schulich School of Business, York University/University of Winnipeg, 2015
Project Management Certificate,
Red River College, Winnipeg, MB, 2008
Bachelor of Business Administration
University of Winnipeg, Winnipeg, MB, 1994
RELEVANT EXPERIENCE
Management Skills
Directed teams of employees; designed their time schedule and allotted weekly tasks.
Resolved daily issues of a complex scope that impacted the team and overall business objectives.
Managed support resources for optimal performance.
Maintained a high level of employee morale within the team.
Analyzed competitors’ information, pricing and promotions.
Spanned operating plan, resource and feasibility to ensure productivity.
Managed business development, recruitment and customer relations.
Project Management Skills
Conducted client communication sessions to evaluate client needs and ensure timely project delivery.
Researched and analyzed project management methodologies to enhance productivity and utilize employee time efficiently.
Coordinated with team leaders to verify project status and deal with issues regarding project completion.
Led and participated in projects as either a Project Manager or Team Resource in the implementation of various I.T. and operational projects.
Computer Skills
Proficient in the use of desktop operating systems.
Mastered the use of the Microsoft Office Suite, including Project and Visio.
Experienced using SBS 2008, Active Directory and Exchange along with a Blackberry Enterprise Server.
Transferred text files and photo images onto CDs for participant distribution.
Installed and designed audio and visual solutions for CIGI and the CWB.
Customer Service/Communications Skills
Developed a performance measurements framework and facilitated feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
Resolved escalated customer and vendor issues.
Coordinated and scheduled training programs to equip employees with advanced skills and thereby enhancing productivity.
Trained various companies as a certified phone system trainer for MTS.
Developed and facilitated programs and courses attended by both domestic and international participants.
Responsible for executing the entire training process, needs assessment, development and/or outsourcing of training programs, including content, delivering of training programs and evaluation of effectiveness of training to a wide variety of office and industrial participants.
Responsible for the management and continuous improvement of programs and content. Works directly with stakeholders to define and coordinate customized programs based on their group’s needs.
Developed and delivered management information reports to track and benchmark learning and development participation, costs, benefits, etc.
EMPLOYMENT HISTORY
Shop Floor Supervisor • I.C.E Mfg. • Winnipeg, MB • August 18 2014 to Present
Sales Manager • No-Spill Systems. • Winnipeg, MB • November 2011 to June 16, 2014
Member • Queens Own Cameron Highlanders of Canada • Winnipeg, MB • March 1992 to May 16, 2014
Client Services Manager • 365 Technologies Inc. • Winnipeg, MB • December 2010 to June 2011
Corporate Services Manager • 4L Communications (MTS Dealer) • Winnipeg, MB • January 2009 to December 2010
Program Coordinator • Canadian International Grains Institute • Winnipeg, MB • 2005 to 2009
CERTIFICATIONS
Yellow Belt in Lean Six Sigma- June 2014
Six Sigma Lean Professional (SSLP)® - Management and Strategy Institute- July 2014
Change Management Specialist (CMS)® - Management and Strategy Institute- June 2014
REFERENCES
Professional and personal references available upon request.
Contact this candidate