Customer Service Project
Resume:
Mrs. Ethel Jean Williamson
Memphis, Tennessee ***09
*********@***.***
Education/Specialty: Project Management, Training, Customer Service, and Prof. Development
Undergraduate: Embry Riddle Aeronautical University
Degree: B.S. Management of Technical Operations
Employment History: Department/Job Title: Beginning/End Date:
Shelby County Schools Family & Community 08/2013- July 2015
Engagement Specialist - Project Management School District Budget Deficit
Parent and Community Engagement
Responsibilities:
Bridged gaps for educational need of students and families
Provided crisis intervention counseling to students/families by identifying problem areas
Counseled students who have disciplinary or social problems, which impacted their ability to focus on the curriculum and affects their educational advancement
Empowered and improved relationships between the home, school, and faculty
Implemented /Managed an Family Resource Center that serviced families needs
Managed the Student Attendance and Review Board for all truancy and attendance
Coordinated the School’s Fight Fight-free and Behavior Initiatives
Wrote, produced, designed, edited, and distributed the school’s News Letter
Gained and sustained the support of new and current community stake-holders
Increased membership and support of Parent Teacher Organization by 33%
Memphis City Schools Special Project Coordinator 11/30/2009 – June 25, 2013 Prof. Dev. & Staff In-Service School District Merger Staff Reduction
Responsibilities:
Managed the Memphis City Schools Professional Development College and University Intern Placement Program, Collaborative Articulation Agreements, and enabled adequate assessment for on-hand educational training experiences
Managed and coordinated Special Projects and business initiatives for the Professional Development Staff and In-Service Division (Leadership Forums, Conferences, Summits)
Coordinated and lead various special projects from its inception to implementation by developing and managing skill-sets and qualities of select project members
Memphis City Schools Sr. Tech. Project Administrator 11/1/2004 – 6/30/2009
IT Project Management Office (Staffing Reduction)
Responsibilities:
Managed end-to-end project support and training for 17,000 employees
Developed and recommended and business and change management techniques
Tracked issues and project risks; Developed formal written communications to Steering Committees, Board Members, Executive Management
Coordinated all new program development and managed project’s budgets
Identified potential risks of delays in implementation and system loads
Researched and created processes to implement and integrate project plans
Initialized Requests for Information (RFI), reviewed Requests for Proposals (RFP)
Negotiated contracts bids with appropriate vendors and service providers
Developed project teams, facilitated project planning meetings, performed user acceptance testing, and trained personnel on the change management processes
Memphis City Schools Family Counselor 02/15/04 – 09/30/2004
Responsibilities:
Collaborated and ensured all students and parents understood the educational goals of the new national standards of the No Child Left Behind Law
Facilitated and conducted individual and group meetings with parents, teachers, school administrators and other community stakeholders
Memphis City Schools Substitute Teacher 01/05/2004 – 2/14/2004
I administered teaching and instructional assignments to elementary, middle, and high school students
FedEx Corporation Sr. Performance Planning Analyst 01/01/2002-11/30/2003
Worldwide Revenue Operations
Command and Control Center
Responsibilities:
Developed professional business operations plans
Monitored revenue volume controls to ensure established parameters/control essential to detect major revenue losses.
FedEx Corporation: Sr. Dispatch Management Analyst 08/01/97 – 12/31/2002 Systems Design and Development
Responsibilities:
Business analysis and project management of large complex IT initiatives
Documented and developed business requirements
Provided project management and technical systems analysis, design, and support, to the COSMOS mainframe
Transformed business requirements into system requirements
Analyzed all phases of the application development life cycle and production support
Sorted medium to high complexity business issues, to recommend appropriate direction
Facilitated/Supervised the interactions with business partners and IT staff
Lead project teams and activities through meeting facilitation, managing, project scope
Analyzed business processes and associated them to software deliverables
Developed and executed test scripts based on requirements
Consolidated input to scoping and impact analysis for future deliverables
Trained thousands of cross-functional employees on new concept deliverables
FedEx Corporation: Sr. Project Manager and Business Analyst 06/01/89 – 7/31/97 Customer Service Planning
Responsibilities:
Provided end-to-end project management for technical redesign of operating system
Developed and analyzed internal user system requirements
Managed multi-divisional and corporate marketing initiatives
FedEx Corporation: Production Control Administrator 02/01/86 – 05/31/89
Information Techology
Responsibilities:
Produced computer generated files for departmental distribution that provided data and support to historical system occurrences
FedEx Corporation: Ground Operations/Sales and Services (p/t) 11/01/84 – 12/31/85
Washington D.C. and Virginia (Transferred to MEM)
Responsibilities:
Provided direct interface customer service for shipping, packaging, rating, and other Point of Sales services; thus, increasing shipping/revenue volumes by 25%
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