Customer Service Project Manager
Resume:
Eric Leifer, PMP
** ******* **, *******, ** *****
Phone: 215-***-**** e-mail: ****.******@*******.***
Profile
Team Leadership Process Improvement Project Management
Software Development System Integration Engineering Management
Recognized as a broad based executive showcasing more than twenty years of proven ability in program integration, product development and team leadership. An earned reputation for delivering quality results and bottom line revenue. Proactive and results driven: a superb communicator who pulls together a motivated team and inspires them to perform beyond expectation through personal example. Project Management Professional.
Qualifications
More than twenty years of accomplishments, participating in high-tech systems integration and vendor/customer relations. Proven record of team building and leadership. Led successful executive level program implementation campaigns in corporate environments where deadlines and budgets were held to be paramount. Key competencies include:
Personnel Management Process Improvement
Teambuilding, Training and Mentoring Project Direction, Re-engineering, Mission and Focus
On-site Client Management Customer Relations and Support
Project Management and Implementation Technical and SOP Documentation, Sales/Training Collateral
Product Development and Launch Specification Fulfillment and Engineering Management
Career Summary
NICE Systems, Inc, Paramus, NJ May 2015 - Present
SR. Business Analyst, RTI Services Team
Manage a team of project managers and business analysts responsible for the design, delivery and deployment of customer software projects
Managed the business analysis, design, development and deployment of customized software solutions
Developed new business process for software pilots
Developed all methodology documents and customer facing template materials including SoW, Project Plan, Design Document and Support materials
Responsible for translating all client requirements into working design documents that are the foundation of all development activities.
OpenSpan, Inc, Alpharetta, GA July 2014-May 2015
Engagement Manager
Manage all aspects of the delivery of customized software solutions including business analysis, project requirements and design, development and production rollout
Manage the onsite development resources and customer resources to ensure delivery of solutions on time and within budget
Managed the discovery, design and development of multiple projects,for tier-1 customers, across multiple verticals.
NICE Systems, Inc./eglue Business Technologies, Paramus, NJ 2004- July 2014
Manager, RTI Services Team
Manage a team of project managers and business analysts responsible for the design, delivery and deployment of customer software projects
Manage all aspects of the delivery of solutions including premise equipment, server architecture and desktop configurations.
Delivered in excess of $5M of services revenue year over year
Designed and implemented a compliance solution that mitigated millions of dollars in penalties, at a large US bank.
Managed the business analysis, design, development and deployment of customized software solutions that resulted in a >20% increase in call center sales
Managed the on-site development and implementation of a software pilot that resulted in a 27% call center revenue increase
Developed new business process for software pilots, resulting in a cycle-time savings of 20%
Managed the development and deployment of an internal time reporting system. Developed and delivered training and administered system to ensure accurate project costing and business unit profitability.
Developed all methodology documents and customer facing template materials including SoW, Project Plan, Design Document and Support materials
Served on the 2012 NICE Services Advisory Council, responsible for ideating, vetting and implementing service delivery improvement initiatives
Recognized as “eglue’s Finest”, 2Q’08 for exceptional performance
RCN Corporation, Princeton, NJ 2002-2003
Project Manager
Managed the development of new customer service knowledge base. Developed product requirements, user interface and metrics to shorten customer service cycle time, decrease error rate, and ensure consistency across multiple corporate systems.
Project managed the development and launch of the RCN home networking project including working with vendors, equipment testing and selection, development of documentation for sales, technical installation, customer service, trouble shooting and billing.
Developed and implemented the installation and repair policy for voice, video, data and bundled products across all markets, resulting in receipt of more than $150,000 monthly incremental revenue.
Developed a valuable sales tool and increased sales and revenue through creation and implementation of RCN’s Satisfaction Guarantee Program.
Product and project managed a major customer retention campaign, coordinating direct mail and telemarketing efforts and ensuring accuracy and timeliness of communications.
Project managed the development and implementation of numerous software enhancements and product rollouts, decreasing time to market and ensuring accuracy and completeness across all business organizations.
Provided executive level support for product management organization. Developed and maintained project dashboards and reporting and tracking tools.
ITXC Corporation, Princeton, NJ 2000-2001
Project Manager
Project managed swap of customer premise Voice over IP gateways enabling additional minutes over the network while recouping $260K worth of company assets.
Worked with vendors and internal staff to incorporate new technology platform. Project managed implementation of technology and turn up of six Tier 1 carriers, resulting more than 10 million monthly minutes over the company network.
Worked extensively with multiple vendors to develop and deliver new software code allowing for interoperability across vendor platforms. Negotiated with vendors to achieve equipment costs savings of more than $100K.
Developed business cases, project plans and risk plans including product requirements, entrance and exit criteria for QA, beta, field trial and deployment for multiple projects.
Developed sales collateral and bulletins for ITXC products and services. Worked directly with customers to ensure the highest level of client satisfaction and timely, quality oriented project fulfillment.
AT&T, various locations 1987-2000
Program Manager
Functional Process Manager
System Administrator / Project Manager
Account Executive
Education
Project Management Professional, #1266155
Project Management Institute
Steven’s Institute of Technology, Hoboken, NJ
Certificate in Project Management
Rutgers University, New Brunswick, NJ
Bachelor of Arts degree in Economics
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