Project Manager
Resume:
Jennifer Wick Berliner
ad06jm@r.postjobfree.com
Cincinnati, Ohio 45217
Career Summary
Personable and diverse business professional with over 15 years of management, sales and customer service experience. Versatile skills include client relations, human resources, recruiting, administrative support, sales, call center operations, training, and Infrastructure Project Management.
Skills and Qualifications
* Effective and engaging communicator both verbal and write
* Personable professional whose strengths include cultural sensitivity and an ability tp build rapport with a diverse workforce
* Results- driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation
* Approachable leaser who maintains a productive climate and confidently motivates, mobilizes and coaches employees to meet high- performance standards.
* Reliable and trustworthy with an uncompromising commitment to providing excellent work
* Energetic performer consistently cited for a passion for work and a positive, upbeat disposition
* Skilled at leading, motivating and stimulating others to achieve goals and inspire change
* Highly adaptable and positive in response to changes and new ideas
* Resourceful team player who excels at building trusting relationships with customers and collegues
* Motivated self-starter with ability to collaborate, problem-solve, and team build to execute best company results
* Proficient in use of Microsoft Office applications, to include Word, Excel, PowerPoint, and Outlook
* Proficient in Service Now, Salesforce and Netsuite.
Professional Experience
Project Manager Advanced – Infrastructure, V-Soft Infrastructure
December 2022 to Present
• Provide overall administrative and technical direction for complex projects.
• Establish project objectives, policies, procedures and performance standards.
• Oversee construction effort to ensure projects are completed in accordance with design, budget and schedule.
• Initiate and maintain liaison with client and contacts to facilitate job activities.
• Represent company in project meetings.
• Manage financial aspects of contracts (fee payment, rental equipment, income/expenses etc).
• Protect company’s interest and simultaneously maintain a good relationship with clients.
• Plan, coordinate and or supervise activities of all company personnel on assigned projects.
• Maintain official project log and documentation files.
• Document projects by maintaining organized files and reports.
• Ensure safety programs and trainings are completed.
• Provide direction to planning, scheduling, and engineering functions as required.
• Perform additional assignments and assume additional responsibilities as directed by corporate executives.
• Promote teamwork and positive communication among employees.
Associate Implementation Specialist, CDK
2021 to July 2022
●Managed 30 accounts monthly.
●Ensure the purchased software meets client’s needs.
●Ensure the client has the proper forms to purchase and sell vehicles.
●Updated client’s current impact forms to laser forms.
●Created custom forms for the client to use if CDK did not have an equivalent form available.
●Ensured the clients’ forms were loaded properly on their system.
●Assisted clients with form adjustments and form alignments.
●Assisted clients with contacting other departments if they needed support, I was unable to provide.
Contact Center Program Manager, Itron
2011 to 2020
RDI Marketing – Cincinnati Ohio
●Managed over 35 representatives.
●Program manager for Itron agents who are responsible for efficiently servicing customer utility accounts.
●Managing client relationships to ensure key performance goals are both obtainable and met.
●Working closely with client services to meet monthly budget goals.
●Overseeing and implementation of new client initiatives, coordinating across multiple departments, and assessing and guaranteeing proper system functionality.
●Coordinating with recruiting to ensure hirees are suited to a fast-paced and often demanding environment, and are an overall good fit for our program.
●Working daily to enhance our customer experience through continuous communication through our client and collaborating with our team to make sure expectations are met and understood.
●Daily review of quality assurance to meet FDA audit compliance.
●Managing a staff consisting of eight supervisors, two team leads, and three trainers, while at the same time strengthen agent and management relations. Indirectly responsible for management of over 120 additional agents brought in to aid core team in times of high call demand.
●Deeply involved in nurturing agent to agent relationships to both optimize efficiency and overall team morale.
●Daily reaching out to team members to resolve issues, increase job satisfaction, and to make sure all team members have what they need to feel valued and respected.
●Excelled at being accessible to team members so that any small issues could be resolved before coming larger issues.
Operations Supervisor, Itron Inc. / RDI Marketing
02/2007 – 09/2011
●Responsible for maintaining consistent, clear, and continuous client communications via all communication tools.
●Managed onboarding of new agents.
●Generated daily and monthly reports to meet client needs
●Managed customer escalations and complaints.
●Coached agents regarding problem-solving and descalation tactics.
●Coached, mentored, and trained agents on program specifics.
●Monitored and adjusted work-flow to ensure contracted service levels were met
●Oversaw a staff of 31 agents, including but not limited to scheduling and incentive work, while managing the delegation of tasks and special projects.
●Maintained and managed multiple high-profile client projects and processes, providing feedback to stream work and solve complex issues.
●Created development plans, provided training, mentoring, and coaching to high priority staff to achieve next level role.
●Worked very closely with clients regarding all facets of business. Made adjustments in real-time based on client needs.
Project Manager, Itron Inc / RDI Marketing
09/2011 – 2019
●Communicated and handled customer concerns and managed escalation of issues as needed.
●Assisted with skill-based routing and planning with goals of assigning staff based on complexity of programs and individual skill-set.
●Created training outlines and individual training guidelines for programs based on employee skill-set.
●Managed service-level agreements to ensure agent coverage could be assigned based on cross-training and meeting individual program and client metrics.
●Provided consistent coaching and support in real time to program team, constantly looking for areas of development.
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