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Customer Service Program Manager

Location:
Catonsville, MD
Posted:
November 13, 2023

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Resume:

Nimita Sheth

Program Manager

**** ******** **

443-***-****

ad03wf@r.postjobfree.com

EXPERIENCE

Kiddie Academy, Baltimore — Owner/Operator

October 2015 - July 2022

● Established a corporate culture of open communication and collaboration within the organization

● Created a budget that balanced income and expenses for each fiscal year

● Developed a business continuity plan that ensured operations could continue during times of crisis

● Monitored and evaluated performance metrics to detect potential issues and take corrective action

● Analyzed data and identified trends to inform decision-making and improve performance

● Current knowledge of MSDE and Franchise policies and procedures

● Completed all required hours (225 credit hours) for Director of Childcare certifications

● Led a staff of over 30 employees with over 100 children enrolled in the Educational Childcare Program

Systems & System Software Solutions, Hanover — Sr. Business Developer

December 2013 - July 2015

● Established and maintained relationships with key stakeholders to ensure alignment with business objectives

● Recruited, trained, and developed a team for specific projects for government agencies

● Developed and maintained good working relationships with vendors and contractors resulting in improved customer service and satisfaction

● Assisted in writing RFPs for government agencies

● Oversaw recruitment and onboarding of new employees

● Coached and mentored administrative staff resulting in improved job performance and knowledge

SAIC/Leidos, Columbia — Program Manager

August 2006 - August 2012

● Assisted in the development of project budgets and maintained control of spending to ensure projects stayed within budget

● Developed and implemented project plans that included risk mitigation strategy and resource allocation

● Negotiated and managed vendor contracts

SKILLS

Leadership

Teamwork

Ability to Work Under

Pressure

Effective Time Management

Ability to Multitask

Communication Skills

Customer Service Skills

Microsoft Office

Highly Responsible and

Reliable

LANGUAGES

Hindi

Gujarati

● Collaborated with stakeholders to define project objectives, scopes, and timeline

● Drafted and presented product presentations to executive management, resulting in increased investment in the products

● Developed and maintained good working relationships with vendors and contractors, resulting in improved customer service and satisfaction

EDUCATION

University of Maryland at Baltimore County, Baltimore — BA in Psychology

Sept 1993 - Dec 1997



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