Project Manager Customer Service

Dennis Lopez 512-***-****

*** ***** **** **, ***********, NM 87123 **************@*****.***

Highlights of Qualifications

More than four years of Project Manager experience, with the ability to build internal and external relationships, responsible for efficiently finding the most effective solutions to problems while having great attention to detail on all projects.

Highly proficient at prioritizing, organizing, and problem solving to quickly and accurately complete time sensitive tasks, improve efficiency through effective space and project planning, and make responsive decisions leading to customer satisfaction.

A loyal, accountable, and adaptable individual, who uses positive, straightforward communication to foster cooperation between departments, continually improves service quality and builds morale with co-workers through a consistent willingness to lend a hand.

Areas of Experience

Customer Relations Space Planning

Workload/Project Planning Time Management/Scheduling

Profit Planning Budgeting

Customer Information Systems Sub-Contractor Selection

Conflict/Warranty Resolution Purchasing/Supplier Co-ordination

Troubleshooting Team Building

Invoicing/Billing Negotiating Labor Rates

Account Relations/Co-ordination Multimedia/Networking

Computer Experience: SAP, Oracle, Salesforce, Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Power-point, Microsoft Outlook, Windows Vista, Windows 7, Windows XP, Mac OSX, MS-DOS based systems, Outlook, Adobe Acrobat Pro, Online ADP, Social Media Marketing, Facebook, Skype, Instagram, You Tube and Internet Savvy.

Accomplishments

Completion of Escalated English National 2015 Campaign

Completion of Charter School Solutions Guide 2015

Completion of Mood BASICS Training

Premier media projects with Whataburger, Popeye’s, Hilton Hotels

McDonald’s Rebuild/New Construction 2012-2013

Tier 2 Team Escalated Calls

5 years of Call Center experience/6+ year of Customer Service experience

Dennis Lopez

Experience

Core Marketing Project Coordinator, Houghton Mifflin Harcourt, Austin, TX (2015-Present)

Coordinating project launch meetings with clients and the design team to clarify the scope of all projects; developing milestone schedules to ensure marketing projects are delivered on-time and on-budget; understanding the design, production process and stages on assigned projects; securing templates/specs from GSC\vendors for print production; routing drafts to the client and requesting any extra assets, tracking designs, and submitting RFQ's (quote request); summarizing the project status and conveying any concerns; completing assigned tasks in MS; providing weekly updates to clients and replying to reports through completion of the project.

Project Coordinator, Mood Media, Austin, TX (2013-2015)

Responsible for coordinating all sound system and media installs in the Pacific Northwest, ranging from small locations to large hotels valuing up to $40,000+ in equipment and labor; working with multiple departments including Sales, Billing, Service Dispatchers, Warehouse, Purchasing, Field Operation Managers, Technicians, and Design and Engineering; providing technicians and site superintendents with all tools necessary for multimedia projects; scheduling pre-wire and install dates to guarantee the completion of work in accordance with project time lines; overseeing the ordering, shipping and tracking of equipment to the install technicians; immediately adapting to any unforeseen variables during a project; providing quotes to clients; negotiating labor amounts with local subcontractors; responsible for receiving subcontractor invoices after project completion and initializing the billing process.

Assistant Project Manager, AT&T WiFi, Austin, TX (2012-2013)

Initiating the iNMD project by loading parts in SAP for over 5,000 McDonald's locations using equipment templates; providing backup connections via telephone line in case the wifi connection fails for cashless transactions; creating a step by step guide for each location; creating dispatch requests for the installation of the equipment and writing install descriptions; providing tracking and delivery dates to the MOD and corporate; receiving signal testing back from the tech confirming the iNMD is operational; completing closing tasks in SAP; supplying any McDonald’s undergoing a remodel or starting new construction with data lines for store wifi and signals for a cashless POS; installing permanent power, phone lines, dmarc and conduit for data lines needed; and submitting all applicable information into Salesforce.

Technical Support/Game Advisor, Electronic Arts, Austin, TX, (2010-2012)

Providing customers with top level service and experience via inbound phone calls, emails or multiple chat sessions; communicating with a diverse group of customers across multiple gaming platforms; handling transactions and supplying warranty information; providing all teams with resolutions for any trending issues on games and supplying troubleshooting steps; maintaining above average handle time with all clients while providing a positive experience and timely resolutions.

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