Customer Service Management

Keith B. Reilly

*** ****** ****** ******, ** ****8 719-***-****

Accomplished servant leader with expertise in Product Management, Project Management, and Operations Management that has spanned the Software, Consulting and Construction industries.

Highly effective communicator, respected leader, and creative problem solver with outstanding organizational, planning, and team-building skills.

Key Areas of Expertise:

SDLC

Team Development

Sprint Planning

Agile Development Principles

Process Improvement

Product Management

ALM

Project Management

Story-Based Development

Personal Strengths:

Extremely Adaptive

Technically Proficient

Excellent Communication Skills

Highly Self Motivated

“Can Not Fail” Attitude

Strong Team Player

Employment:

Product Control Manager Bold Technologies Inc. 06/13 – 08/15

Manage a team of Developers, QA personnel and Documentation Specialists located locally and remotely throughout NA and EMEA

Drive Bold Technologies’ various software solutions across development teams through market requirements, development scheduling, assignment of appropriate resources, milestone creation and scheduling, QA, documentation and delivery

Track and communicate team velocity and sprint/release progress with key stakeholders

Led the initiative to change the existing Waterfall software development methodology to a modified Agile methodology to better address the needs of our development teams and our customers

Facilitate scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.) operating as both the Scrum Master and Product Owner (independently)

Developed and implemented a go-to-market release management plan working in concert with all departments to execute companywide. This resulted in a release schedule that exceeded our customer’s expectations while giving the development teams a reliable and repeatable cadence to follow.

Acted as Global SPOC for all integration and development efforts across our entire customer base and multiple partner organizations

Led companywide initiative to create departmental P&L reports, trained other managers in P&L responsibilities and managed Product Control’s P&L from planning and budgeting through allocation and spending

Responsible for managing Bold’s relationships with its’ Steering Committee members as it pertained to new, existing and custom product development

Met daily with customers and integration partners to stay abreast of any new initiatives so as to better position my team for custom development opportunities

Developed a continuing education program to ensure all developers received on-going training on their respective product sets alongside cross-training on other complementary skillsets

Introduced the concept of resource utilization tracking and drove utilization to above 90% each month successfully

Consulting Resource Manager Infor Global 10/09 – 02/13

Responsible for developing a new consulting operations organization and program that was implemented into a 3B per year software consulting services company

Tasked with driving consistency in how people are deployed to projects, maximizing global utilization and profitability across industry verticals and service lines

Coordinated consulting operations for 100+ remotely located ERP consultants in NA, LATAM, APAC, and EMEA

Worked with internal and 3rd party sales team to better gauge upcoming resource demand

Defined, communicated, and tracked business development metrics in a call-center environment

Successfully managed all customer negotiations, customer/vendor rate quotations and customer service activities

Managed quality control program and reporting system

Designed and coordinated an ongoing training program for ERP consultants, sales people, project managers, and other resource management personnel

Helped design, test, and implement a new resource management scheduling application allowing us to select resources based on skills, availability, geography, resource development goals, and personality

Selected to receive global “Shooting Star” award for 2013 for my role in resource management

Designed & implemented a “mentorship” program for internal consultants & resource management personnel

Successfully achieved utilization rates above 85% and profit margins above 33% for ERP, CRM, and WMS consultants within the professional services group

Project Manager Insight Inc. 9/03 – 10/09

Was responsible for project & operations management for a mid-size custom remodeler and contractor

Managed construction projects from initial client meeting, through budgetting, the bid process, and vendor selection to resource management, contractor & subcontractor scheduling, quality control, project completion and customer follow up

Reviewed and interpreted plans and specifications

Administered punch list and project close-out activities, including acceptance and completion of project

Tasked with managing company P&L for operations & marketing

Managed customer expectations through the construction process to better ensure customer satisfaction

Was responsible for building relationships with sub-contractors to better ensure that projects would be completed on time, on budget, and in a manner reflective of Insight’s superior standards

Managed relationships and interfaced on a daily basis with engineers, contractors, architects, and colleagues on new home construction, basement finishes and full remodels

Represented company at various industry meetings and events (CSHBA, NAHB, ASID, AGC)

Sr. Technical Recruiter Maxim Group 02/99 – 01/03

Consulted and partnered with hiring managers to provide recruitment strategies for IT professionals

Fulfillment of staffing responsibilities to include job analysis, competency modeling, behavioral-based interviewing, reference checks, negotiation, and low-cost recruitment

Write and design recruitment advertising, extend employment offers, negotiate compensation packages, administer internal transfers, conduct preliminary interviews and arrange for subsequent interviews with hiring managers

Managed the recruiting process to include relationships with vendors, advertising, networking, alternative media notices and other channels of communication

Coordinated and attend both college and community job fairs

Sales Director- Corporate Relations Relocation Solutions 01/95 – 02/99

Employed a hands-on, leadership-by-example management style that improved employee motivation, and established a loyal and highly productive work force

Identified target markets, implemented suggestive selling techniques, overcame objections and applied assertive follow-up to ensure customer satisfaction

Was responsible for developing, implementing, and managing the Company’s marketing plan to include advertising and web page design

Worked closely with senior executives at diverse business clients to develop viable business development strategies

Maintained a companywide database to assisted Sales and Customer Service Departments in client and issue tracking

Represented the Company at various industry and community functions to include seminars, Chamber of Commerce meetings, and National Sales Conferences

Squad Leader/Training NCO U.S. Army 01 /9010/94

Supervised military personnel in combat and non-combat environments to include a combat assignment during Operation Desert Storm

Was responsible for designing, developing and implementing soldier training for over 200 soldiers in an Infantry Company

Performed all administrative functions for an Infantry Company to include new soldier orientations, promotions, disciplinary actions, semi-annual and annual reviews, and out processing

Represented Company as a liason between the military and the civilian population at numerous events

Education:

Villanova University, PMP Certification, 2015 (expected)

Rutgers University, B.A.B.A. 1996

U.S. Army Primary Leadership Development Course

U.S. Army Non-Commisioned Officers Course

U.S. Army Combat Lifesaver Course, Camp Freedom

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