Customer Service Sales

I have developed, managed, and led multiple small to enterprise-wide projects across multiple disciplines and global locations. My strengths are in the development of strategy and in the implementation of best in class practices and processes. I am results driven leader with a keen focus on customer satisfaction and the creation of a team environment that makes the customer a priority.

Scrum Master certified (CSM)

Over 7,000 hours of verifiable project management experience

Project managed multiple enterprise-wide projects ranging from insurance billing, games, and IT

Slashed unneeded resources, shortened timelines, and successfully delivered over 150+ projects

Developed, implemented, and led IT projects related to applications, infrastructure, networks, hardware, custom software implementations

Successfully delivered projects within scope, schedule, quality, and budget

Expert in various project methodologies as Agile, Waterfall, and its hybrid

Have collected and developed business, functional, and technical requirements, vision and scope documents, charters, project plans, UAT test plans, deployment plans and schedules

Organized and facilitated steering committee meetings, project status and kickoff meetings

Developed and managed project dashboards that provided accurate snapshots of task priorities, project status metrics and key performance indicators

Built and achieved an increase of 50% improvement in KPIs that measured retention, spend and overall effectiveness of marketing programs

Great ability to think and plan strategically, but as important, build and execute tactical plans.

Successfully managed tight budgets ranging from $1M to $500M

Built and managed reporting, process efficiencies, scale, and productivity that resulted in decrease in expenses while increasing customer satisfaction and employee morale.

Implemented best practices in all areas of operations, i.e., systems, IT, call flow/handling, training, and recruitment

Ability to maintain close collaboration with cross functional disciplines in multiple geographies

Built successful global teams around individual and team development while exceeding customer and partner satisfaction and loyalty

My experience and expertise in developing business development, operations, and consulting organizations in a world-class competitive environment may well be suited for the opening that is available. With prior management and financial planning and control experience, I am confident that I can easily learn an organization quickly and gain the confidence of the people that I will work with by maintaining an open management style and focusing on fundamental business basics.

Sincerely,

Thomas R. Brown

SUMMARY OF QUALIFICATIONS

I am a hands on strategical thinker and a doer keenly focused on our customers across multiple Fortune 1000 clients. I have had a wide range of global project and program management experience, responsibility, and ownership that encompassed the management of complex projects involving multiple workstreams and vendors. This also involved working with cross functional teams encompassing several business units, marketing, recruiting, sales, operations, and 3rd party entities.

WORK EXPERIENCE

2017 – Present Consultants International Bellevue, WA

Founder

Assist companies with sales operations, marketing, project management, and customer service in the following areas:

Provide project management training and coaching

Provide agile coaching and mentoring

Program development focused around SLA’s, KPI’s, and customer satisfaction

10/2015 – 3/2017 TEKsystems, Inc Redmond, WA

Delivery Manager II – Global Services (T-Mobile, Expedia, GCI, and Microsoft)

Responsible for managing multiple projects, project teams, and programs across multiple client accounts. Ensure delivery assurance of global services solutions for clients through a range of internal and external functions in the following areas:

T-Mobile COE

oAs a program manager, assisted with development of engagement scope

oManaged and guided the recruitment process of talent to ensure the right skillsets were hired based on the client requirements

oTechnology: Implemented the usage of JIRA software

Expedia:

oManaged email campaign that involved multiple workstreams

oDeveloped and managed a complex email campaign project

oSuccessfully executed an offshore strategy for Expedia that encompassed 1B emails annually

oTechnology: Implemented an Expedia homegrown software tracking tool; I had to learn how to use it and train others on the implementation team

GCI

oManaged a complex roll-out of ITIL/ITSM and OCM project

oDesigned and maintained a complete project plan schedule and scope before handing it over to a full-time PM

oTechnology: CRM as a part of the overall solution as identified through the ITSM gap analysis

Microsoft:

oSolution Delivery, Service Design Maintenance, and Management responsibilities

oSuccessfully implemented complex deliverable-based, fully outsourced, and extremely large scale engagements both in the telecom and software

oResponsible for recruiting, retention, and onboarding of multiple consultants in various disciplines from BI to project management

oTechnologies: IVR and WAN implementation (CSS group), Dynamics CRM (Forza video game), ServiceNow (online store)

10/2010 – 9/2015 - TPR Consulting Bellevue, WA

Senior Project Manager and Client Services

Responsible for acquiring, retaining, and growing client businesses

Significantly grew our client base by 100% year over year

Managed and led recruiting, sales, account management, and operations

Develop and implemented cross sale and upsale opportunities

Development of Key Performance Indicators and measure success

Managed 50+ small to enterprise wide projects

Build a best practice playbook for contract development, sourcing, and retention management

Develop continuous improvement process

7/2008 – 9/2010 Revel and Motiv Consulting Seattle, WA

Senior Project Manager – Microsoft and Safeco

Managed and led multiple projects from IVR to video games

Working on Asia Migration WAN Project spanning 26 countries and 12 languages.

•Developed and managed the RFP process, selection of carriers, and implementation

•Developed and managed business requirements

•Ensured end to end integration of telecom and IVR solutions for multiple contact centers

•Ensured adherence of multiple credit card company terms and conditions

•As an all-up PM, effectively managed multiple workstreams: IT PMs, vendors, business analysts, technical developers, QA, marketing, customer service, customer communications, and sales

•Consistently delivered on-time project milestones

9/2004 – 7/2008 Really Care, LLC Bellevue, WA

CEO/President

This position was responsible for marketing, sales, recruiting, and P&L management for the company.

•Developed marketing and sales strategy and executed on marketing objectives

•Built and implemented SEO and online strategies and tacticals

•Increased revenue by 300% y/y and set new company placement records

•Shortened time to hire by 50% sourcing of candidates by using intelligent database modeling

•Increased brand awareness and recognition

•Company sold to a private buyer

4/2000 - 9/2004 MICROSOFT CORPORATION Redmond, WA

Mid-Market Strategy & Business Development

Responsible for the development and execution of strategic business and consumer growth initiatives in order reach more Mid-Market entities, decision-makers, and influencers with greater effect.

•Developed and executed Web Marketing Strategy

•Development and launch of ISV and partner strategic alliances

•Collaborated with Finance, WW MB, USA MB field and other corporate groups

•Managed multiple business groups to target, establish and leverage external relationships

Microsoft - Marketing

Responsible for customer retention programs, marketing of services and competitive analysis.

•Managed and executed marketing collateral and delivery

•Developed and implemented the demand creation strategy and tactical

•Exceeded Sales & Marketing Revenue Goal by 110% - 1st time in 10 quarters

Microsoft - SOLOMON and GREAT PLAINS SOFTWARE

Vice President - Support Services (later acquired by Great Plains Software and Microsoft)

Responsible for strategy, P&L, operations, technical support, sales, and marketing activities.

•Managed Tier 1 / Tier 2 Technical Representatives whom managed Client Calls

•Developed a New Telesales Team for enhanced revenue generation

•Deployed and managed call center customer satisfaction metrics and other KPI’s

5/1998 - 4/2000 PHILIPS CONSUMER ELECTRONICS Atlanta, GA

Vice President - Customer Care Center

Responsible for sales, marketing, and technical support and customer service for North America

•Managed multiple outsourced Technical and Customer Service Vendors

•Target Market – consumer, all types of businesses, retailers, wholesalers

•North America P&L responsibility

10/1996 - 4/1998 BELLSOUTH TELECOMMUNICATIONS Atlanta, Georgia

Director - Operations, BST Consumer

Manage the strategical and tactical activities of an internal special projects group and five outsourced telemarketing vendors to meet and exceed revenue and profitability goals.

•Managed 14 million customer service calls that resulted in the revenue generation of $25 million

•Managed sales and service performance - exceeded the revenue objective of $500 million

4/1995 - 9/1996 CABLE & WIRELESS, Atlanta, Georgia

Sr. Regional Marketing Manager - Team Leader

•Manage the strategical activities of B2B marketing to maximize revenue and profitability.

4/1993 - 3/1995 SPRINT COMMUNICATIONS COMPANY Kansas City, MO

Marketing Manager

2/1991 - 4/1993 SPRINT COMMUNICATIONS COMPANY Los Angeles, CA

International Outbound Telesales Sales Supervisor

8/1986 - 12/1990 CHRYSLER OVERSEAS CORPORATION Seoul, South Korea and Middle East

Sales Manager, Far East and Middle East

EDUCATION

•BS Business Management – Trinity College

•Six Sigma Black Belt – pending certification

•PMI – pending 19 hours of education required for certification to complete certification T

Over 7,000 hours of verifiable project management experience

Testing (currently taking courses)

•Scrum Master Certified

Contact this candidate