Customer Service Manager

Operations Management Professional

Driven and accomplished Professional skilled in program and project management, operational leadership and customer service, seeks a new role with an organization that rewards dedication, hard work and a track record of success. Reputation as a self-directed leader with exceptional problem solving, and operational management skills. Expert at dissecting complex problems and orchestrating many tasks and variables to find the best possible outcome and achieve maximum efficiency. Proficient in acquiring high-performing talent and collaboratively leading teams towards service goals. Capable of managing projects in collaboration with multiple departments with the ability to sustain the highest levels of customer service and quality assurance.

Operational Management

Business Development

Customer Service & Quality Assurance

Strategic Planning & Analysis

Logistics Management

Strategic Problem Solving

Budget Planning & Management

Process Improvement

Collaborative Leadership

Policies & Procedures

Team Management

Inventory Control

Areas of Key Strengths:

Professional Experience

COMCAST Philadelphia, PA February 2014 – Present

Sr. Program Manager – Deployment and Integration

Manage the Product Lifecycle Management (PLCM) Process

Develop and manage the Project Plan, Program Back Log, Action Item and Issue Log for cross-functional teams engaged in the Project

Document the National Deployment Plan for introducing new functionality and enhancement to all the Markets

Work closely with the markets, the division leadership, and the national teams including Sales, Service Delivery, Service Assurance, Tech Ops, Care, Engineering and Marketing to ensure alignment around schedule and priority while working to resolve any discrepancies

Monitor and evaluate change requests and budget impacts related to the schedule and priorities

Develop and distribute key communications documents (Excel, PowerPoint, Visio)

Overseeing the market and business deployment readiness activities, coordinating with engineering, operations and local market resources for system testing and readiness, resource training and other relevant market launches activities.

Work with local market resources to obtain deployment resource support and ensure proper setup of production environment

Lead deployment meetings, maintain action registers and program plans, manage issues to resolution.

Develop KPI measurables for newly deployed initiatives.

Directly responsible for $10m annual budget.

OPTUM HEALTH/UNITED HEALTH GROUP Horsham, PA April 2013 – February 2014

Project Manager – Complex Population Management

Manage multiple customer implementations simultaneously

Work with customers to enroll their membership into CarePlus and/or One Time Assessments programs

Subject matter expert in project management, scope definition, risk identification, methodology and resource allocation or facilitation

Direct strategic initiatives crossing business teams and operating groups as a Project Manager to coordinate and complete customer implementations

Investigate non-standard requests and problems, make presentations to senior leadership, ensure project documentation is accurate and ensure projects are completed on time and within scope

Identify pertinent data and facts to be reviewed.

Identify and solve issues to mitigate risks and prioritize work load

Work on ad hoc projects as assigned

BROADVIEW NETWORKS King of Prussia, PA June 2002 – April 2013

Operations Manager – Service Delivery and Project Management April 2008 – April 2013

Direct a team of 19 Project Managers and Project Coordinators that support the customers of Broadview Networks’ Enterprise Services Group.

Execute telecommunication service delivery functions required to process Enterprise customer orders

Monitor project progress, anticipate and resolve schedule and resource conflicts to preemptively avoid delays

Develop alternative scheduling plans when imminent conflicts threaten to upset progress

Resolve escalated customer service items, manage expedited items

Administer daily operations, manage schedules and oversee departments and project development

Ensure that clients are consistently receiving the highest level of service possible

Recruit, hire and retain top performing professionals to ensure delivery of high quality service

Consistently review and promote staff performance to foster enthusiasm and motivation

Recognized for having a 97.5% customer satisfaction rate for first quarter of 2012

Project Manager June 2002 – April 2008

Managed 75 – 150 orders/projects daily

Executed financial decisions to ensure customer project remained within budget

Collaborated with Team Managers across multiple departments to resolve escalated issues and enhancements

Successfully and completely installed complex services including DS3’s, Fiber Connections, and Multi-Node Nationwide MPLS Networks

Successfully implemented multiple types of voice services, which include POTS, PRI, SIP and Hosted/VoIP services

Additional Work History

DEVON HILL MOTORS Vehicle Inventory Manager Devon, PA 2000 – 2002

Education & Professional Development

BUSINESS MANAGEMENT Bachelor of Science Widener University Chester, PA 2001

PROJECT MANAGEMENT PROFESSIONAL (PMP) Database & Design Technology, Inc. King of Prussia, PA

SAFe AGILIST CERTIFICATION Accenture Philadelphia, PA

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