Project Management Customer Service
Resume:
Marlyin K. Robert
Wilton, IA 52778 *************@*****.***
Summary of Qualifications
Skilled in program and project management experience including start to finish projects to fulfill large scale contracts. Extensive experience as a liaison between vendors, clients and internal staff to define and implement client-specific requirements while managing internal business needs. Successfully manages multiple projects with critical deadlines and tight delivery schedules. Major strengths include project management, internal and external client satisfaction, and problem identification/analysis/ resolution.
Career Experience
Pearson, Iowa City, Iowa 1984 to 2016
Senior Project Manager (2002 to Present)
Coordinate and monitor contract fulfillment activities for state assessment testing of third grade through high school students. Liaison between internal departments and external customer contacts. Lead internal cross-functional team by organizing and facilitating project status meetings and serve as single point of contact (24x7) to the customer for day-to-day execution of project(s).
• Maintained and monitored daily project schedules during multiple assessment and writing testing windows throughout the year for the states of Georgia and Maryland Departments of Education. Communicated with districts frequently during testing periods to answer questions, identify issues and work through resolutions to assure integrity of testing.
• Participated in team training workshops for up to 100 customers several times each year providing operational and logistical support information and explaining new functions and features. Answered follow-up questions from administrators and coordinators during testing and facilitated customer meetings.
• Maintained issues log and escalated issues during test administration testing periods.
• Worked closely with cross-functional internal team to ensure projects remained on schedule and issues were handled in a timely manner.
• Managed sub-contractors (printers, translators, logistics) to assure contract fulfillment for minority businesses. Provided monthly report to education departments outlining implementation and performance.
• Accepted additional start-up projects for special assessments in school districts utilizing alternate learning assessment testing. Consistently delivered projects on-time and under budget.
• Served as a mentor for new project managers.
Senior Project Coordinator (1992 to 2002)
Served as primary point of contact with educational district coordinators in Georgia. Secured specs on packaging and delivery instructions for testing materials and managed relationships with district coordinators for multiple state projects.
• Wrote specifications for various internal production departments and monitored, reported and expedited processing. Maintained regular communication with customers for order status and problem resolution.
• Provided leadership and developed plans and strategies to provide top quality products and services for delivery of projects.
• Participated in internal Focus groups for documenting processes. Marlyin K. Robert
Page 2-319-***-**** *************@*****.***
Customer Service Representative, Forms/Design (1986-1992) Responsible for printed materials on assigned projects for state departments of education, from product conceptualization to delivery. Planned, scheduled, managed, monitored, and expedited action plans to meet project service time commitments for all printed material. Designed forms and provided proofreading, quality control and editorial work for machine scannable and non-scannable documents through internal production departments and external printing vendors.
• Maintained forecasting, reports, and cost estimates for all documents or scheduled projects.
• Compiled and published specifications to design forms for use on impact printers, IBM laser printers, and Xerox printers.
• Provided day-to-day direction and assisted in the training of others. Bilingual Ancillary Services Clerk (1984-1986)
Provided bilingual phone support and bilingual correspondence for Pell Grant and other financial aid programs. Translated Spanish correspondence and applications. Provided support for Data Entry, Senior Clerk, correspondents and ancillary services. Assisted with training and seminars. Instituto de Benjamin Franklin Centrode Idiomas, Merida Yucatan (prior to 1984) ESL Teacher
Taught English as a second language to elementary, secondary and high school students for seven years. Conducted private language classes for Professionals. Education
Central College, Pella, IA - Bachelor of Arts - Linguistics/English/Spanish Continuing Education and Training
Pearson
Project Management Professional (PMP) Study Group; Project Management; Materials Planning; ISO; Quality Management System; Power Point
NCS
Quality Workshops; Interaction and Leadership; Team Project Management Kirkwood Community College
Excel; Microsoft Project - Productivity Point
Community Involvement
Wilton Community Fine Arts – Board of Directors (Current, 10+ years) Wilton Community Fine Arts – Fundraising Chair (Current, 5 years) Chamber of Commerce – Wilton Founders Day (Current, 5 years) United Way, Iowa City/Coralville/Muscatine – Habitat for Humanity; University of Iowa Fry Fest The Brucemore Historic Estate, Cedar Rapids, IA (1 year) – Christmas Decorating
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