Michelle A Daley

Grain Valley, MO ***** 816-***-**** ad045w@r.postjobfree.com www.linkedin.com/in/michelle-a-daley

Project Manager Operations Manager

Results-driven professional with a proven track record in customer service and project management fields. Consistently excels in achieving revenue targets, managing teams, and implementing strategic initiatives. Strong leadership and ability to mentor and coach teams have driven success in a range of roles, from Senior Project Manager to Account Executive Manager. Excel in collaborative environments, optimizing contracts for revenue growth, and enhancing customer satisfaction. With expertise in strategic planning, budget management, and quality assurance, well-prepared to contribute to an organization’s success.

Core Competencies:

Project Management

Leadership & Team Development

Change Management

Financial Management

Root Cause Analysis

Inventory Management

Process Improvement

Database Management

Strategic Contract Management

Professional Experience

Partners In Tech Services - Westbury NY (Remote)

Senior Project Manager October 2022 to October 2023

Lead the Verifone POS Project, maintaining an impressive 95% SLA. This project involved managing a network of 1550 customer locations throughout the United States from April to September.

Oversee a dedicated team of 3 while providing valuable coaching and mentorship to 100 internal technicians and then 500 third-party subcontractors.

Collaborate effectively with cross-functional teams to strategically modify existing contracts, resulting in a substantial $40K increase in revenue.

Managed invoicing for the Verifone Project successfully totaling $633,589 from April through the end of September.

Achieved an exceptional service level agreement (SLA) completion rate of 100% for the License Plate Reader project, which initially started at 0% in November and was completed by mid-January.

Play a pivotal role in cross-functional collaboration with Diebold Nixdorf (DN) customers, internal company stakeholders, technicians, and the call center.

Introduced a comprehensive training process for Flock apps, enhancing the proficiency of the technicians.

Short Circuit Electronics LLC – Lee’s Summit, MO

Account Executive Manager December 2021 to September 2022

Provided valuable training to new project coordinators, focusing on enhancing their customer-facing soft skills and telecommunications expertise.

Achieved an impressive milestone by successfully closing out $4MM in outstanding invoices from the prior year.

Dedicated efforts to improve customer satisfaction by 25% in terms of service standards in the field.

Established and documented best practices and processes for the Project Team for EAS, Video, and RFID, aimed at optimizing the performance of field service technicians.

Collaborated closely with Project Coordinators to address and resolve customer escalation resolutions and other challenging issues.

Engaged in productive collaborations with cross-functional teams, stakeholders, and customers, focusing on areas such as inventory management, customer invoicing, project management, service level agreements, key performance indicators, and documentation.

Diebold Nixdorf – North Canton, OH (Remote)

Vendor Project Manager February 2017 to December 2021

Meticulously tracked a comprehensive customer list and effectively managed the Preventive Maintenance (PM) Program. This involved overseeing both internal and vendor labor and included responsibilities such as capacity planning, workload balance, forecasting, budgeting, process improvements, quality controls, audits, KPIs, best practices, and scopes of work for Vault and VAT equipment.

Provided essential support to leadership and stakeholders with necessary reporting, data analysis, problem resolution, action plans, and resource attainment to resolve performance issues.

Conducted thorough research to identify root causes of customer escalations and corrective actions for technical performance issues. This collaborative effort involved working closely with Training, Master Vault Smiths, Project Management teams, and the labor force.

Accomplished an impressive Increase of 25% in both quality and productivity through monthly reviews.

Managed the PM EOY completion rate, achieving an outstanding 99.9%. This role encompassed managing contract revenue worth $12MM, catering to 30K customers annually.

Successfully reduced the replacement time for bullet resistive glass from 47 days to a highly efficient 21 days.

Increased billed work by $1.5 million with process improvements & site surveys.

Significantly increased billed work by $1.5MM through effective process improvements and thorough site surveys.

Earlier Experience

PAE – Lee’s Summit, MO

General Clerk I & II

Securitas Electronic Security - Uniontown, OH (Remote)

Account Resource Manager

Tyco Integrated Security LLC - Kansas City, MO

Strategic Accounts Project Manager

ADT Security Services Inc - Kansas City, MO 64153

Assistant Facility Security Officer/Badging and Licensing Administrator

ADT Security Services Inc – Kansas City, MO

Customer Relations Representative

ADT Security Services Inc – Kansas City, MO

Database Administrator

ADT Security Services – Kansas City, MO

Technical Support

ADT Security Services – Kansas City, MO

Inbound Call Representative

ADT Security Services – Kansas City, MO

Emergency Dispatch Operator

Languages

Fluent in Polish

Technology Proficiencies

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access,), Salesforce, Flock Safety apps, Slack, Visio, Google Suites (Sheets, Docs, Gmail, Google Calendar, Google Meets), Zoom, Microsoft Teams, Networking, Office equipment.

Education

Park University - Parkville MO

Bachelor of Arts, Criminal Justice/Law Enforcement – December 1999 – GPA 4.0

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