Project Manager Customer Service

James Little

Medford, NY ***** 516-***-****

Email: ************.******@*****.***

Project Manager

Program Management Client Support Training & Development Experienced professional with expertise in project management and client support management within telecommunications and mass transit industries. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, enhancing productivity, and implementing technology solutions. Technical proficiency in MS Office, MySQL Workbench, MS Project, Photoshop, Corel Draw, SalesForce, Google Docs, WebEx, Basecamp, Atlassian Confluence and Jira, iOS, Windows, and mobile platforms.

Program Management

Contract Development

Warranty Management

Human Resource Initiatives

Client Support

Brand Development

Process Improvement

Mass Transit Technology

Training & Development

Database Management

Telecommunications Technology

Microsoft Office Proficiency

PROFESSIONAL EXPERIENCE

COOCOO, INC., H untington, NY 2014 – Present

Project Manager/Client Support Manager

Develop and deploy process improvements for integrated mass transit solutions for mobile and website platforms. Cultivate exceptional client support, identify needs and developing strategies to effectively meet those needs. Conducted Agile sprint cycles during project lifecycles in order to satisfactorily meet client milestones.

Deployed first successful mobile integration solution with partner affiliates, coordinating with affiliates to confirm and finalize product designs.

Recommend technical feasibility solutions for functional designs and propose options for performance improvement, creating strategic scopes of work and project plans.

Developed and implemented first training program and supporting materials that was used for troubleshooting by internal and external stakeholders.

Served as Account Manager (dual role to Project Manager), as management focused on new business opportunities for new projects.

DESIGN COMMUNICATIONS INC., S yosset, NY 2012 – 2014 Contracts Administrator/Customer Support Supervisor Managed daily customer service support-related activities, sourcing and developing new accounts and administering price quotations for hospitality industry telecommunications products and data solutions.

Provided technical support to project manager team, coordinating external vendors and internal development teams for PBX and HSIA data network installations.

Prepared documentation, including weekly profit and loss reports based on resources dispatched.

Generated nearly 40-45% of company's revenue through software maintenance renewals, product purchases, and service installations.

Designed and administered all service and maintenance agreements. James Little

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CLEVER DEVICES, LTD, P lainview, NY 2003 – 2011

Manager, Service Administration (2011)

Assisted the Director of Service and Sales Teams with the procurement and retention of new and existing service contracts, for national mass transit organizations.

Supported internal stakeholders, identifying required resources, risk factors, expected revenue, and scope of work. Warranty Manager (2006-2011)

Managed Customer Returns department, ensuring provision of timely and cost-effective product repairs and services for national client base. Developed process control plan to maintain quality standards. Coordinated with OEM partners as well as vendor/manufacturers to ensure quality repairs were performed and met industry standards.

Reviewed and approved all repair quotations, invoices, and shipping requirements; maintained and updated Customer Returns database.

Project Manager (2003-2006)

Lead the deployment of multimillion dollar hardware and software solutions for mass transit organizations. Partnered and managed subcontractors and internal departments while meeting project timelines, budget, and materials requirements.

Prepared client test and operator documentation; conducted application training and post-warranty client support.

Provided both pilot and acceptance testing with clients for final deliverables.

Provided 1st tier field service support pertaining to on-site maintenance issues. LEMON-X CORP., H untington Station, NY 2001 – 2002 Service Coordinator

Provided administrative support to Field Service team, managing customer database, controlling service inventory, providing telephone support, scheduling/dispatching service calls, filing, and processing technicians travel and work expenses. ADDITIONAL EXPERIENCE

Provided internal desktop support (hardware and software).

Telecommunications inventory management.

Customer Service and Sales Support within multiple service industries, inclusive of call center environments.

Recruited job applicants for Manpower Technical recruiting agency, managing database of resumes and conducting interview and background checks.

EDUCATION & CREDENTIALS

Bachelor of Science in Aeronautics, Dowling College, Oakdale, NY

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