Project Management Customer Success

RAHMAD HAWKINS, PMP

Lawrenceville, Georgia ***** 678-***-**** ******.*******@*****.***

People & Culture Leader Project Management Customer Success

Profile Summary

Accomplished Chief Customer Officer with 14 years of customer-centric leadership, excelling in elevating client experiences, driving revenue growth, and maximizing retention. Adept in cross-functional collaboration, KPI prioritization, and process enhancement. Holds certifications in project management, AI prompting essentials, and Lean Six Sigma, complemented by extensive technical proficiency in various software and platforms.

Professional Experience

Technical Project Manager at Verifone

Alpharetta, GA (October 2022 – Dec 2023)

Led cross-functional teams to implement projects ahead of schedule for clients like Boy Scouts of America, Sephora, Wegmans, and McDonald's.

Utilizing Microsoft Power Platforms, Microsoft Dynamics, and Microsoft Project/365, Spearheaded multiple projects, surpassing deadlines and exceeding client expectations, resulting in a 25% increase in project completion efficiency. Successfully delivered 10 projects ahead of schedule and achieved a 15% improvement in client satisfaction ratings.

Demonstrated exceptional leadership and organizational skills in managing diverse project requirements and tight timelines.

Achieved a track record of delivering successful projects ahead of schedule, enhancing the company's reputation and elevating client satisfaction.

Head of Customer Success & Project Management at Data Seers

Alpharetta, GA (June 2021 – October 2022)

Collaborated with department heads to optimize onboarding, fraud protection, and compliance processes within the Banking/FinTech/cryptocurrency sector, resulting in enhanced operational efficiency.

Recognizing the need for streamlined processes, I leveraged Microsoft Dynamics and initiated efforts to revamp onboarding and compliance procedures.

Identified and addressed convoluted existing processes impeding operational efficiency and diminishing customer satisfaction.

Leveraged customer feedback to initiate process revamping efforts, significantly improving efficiency and customer satisfaction.

Successfully improved process efficiency, stimulated revenue growth, and bolstered customer satisfaction, positioning the company as an industry leader.

Software Support Analyst & Project Management Lead at Live Vox

Alpharetta, GA (December 2019 – June 2021)

Took on leadership responsibilities for the CX Customer Experience initiative, showcasing adept project management skills. Utilizing Microsoft Power Platforms, I showcased adept project management skills, achieving the highest productivity in resolving cases, leading to monthly cost savings of over $40,000 through practical reorganization efforts.

Leveraged technical expertise to troubleshoot tickets and provided valuable feedback, contributing significantly to practical reorganization efforts and subsequent cost savings.

Project & Customer Success Lead NCR, Midtown, GA April 2017- December 2019

Led and managed customer success and implementation projects, ensuring seamless integration and exceeding client expectations

Prior Employment Details

Kids R Kids Academy, Johns Creek, GA Technology Specialist/Teacher Assistant April 2014 – April 2017

Walden Security, Johns Creek, GA Security Officer/Supervisor March 2012 – April 2014

Vault Recording, Alpharetta, GA Client Service Assistant January 2009 – March 2012

Education & Certifications

Georgia State University 2011

Certifications: PMP Project Management Professional (PMI Institute, 2023)

AI Prompting Essentials (2023),

Lean Six Sigma Black Belt (2022)

Certified-Customer-Success-Manager—CCSM (2021)

Technical Skills

Project Management: Spearheaded projects via PMP & Lean Six Sigma, increasing efficiency by 25%. Agile workflows in Jira/Confluence boosted delivery by 10%. Consistently exceeded client expectations, enhancing the company reputation.

Customer Success: Created Salesforce onboarding workflows, reducing churn by 15% and improving satisfaction. Optimized retention strategies with LiveVox & Data Seers, driving 20% recurring revenue increase. Proactively addressed customer pain points, fostering loyalty and positive reviews.

Communication & Collaboration: Utilized Slack & Teams to reduce communication bottlenecks by 15%. Mastered Microsoft & Google Suite to deliver compelling presentations and facilitate productive meetings, ensuring team alignment. Communicated complex technical concepts with clarity, enhancing understanding and project buy-in.

Honors & Recognitions

Customer Success Leader Award (2022): Recognized for innovative strategies resulting in a significant increase in customer satisfaction, directly impacting revenue growth.

Top 100 Strategists (2022): Acknowledged for strategic leadership, contributing to the success of cross-functional initiatives.

Employee Choice Award (2022): Selected by my colleagues as an employee who has proven to be a team player. This award is granted to those individuals who understand how to work in a group and have good judgment. They strive to achieve acclaim for the organization by receiving individual credit and praise for a project.

Community Engagement and Volunteer Experience:

Leadership: Chief Volunteer Officer, Junior Achievers of Atlanta (2018-2019), led youth development programs fostering financial literacy and entrepreneurial skills.

Event Planning: NCR Events Volunteer (2019) coordinated logistics and participant experiences for CX Day and Silver Event featuring Bobby Flay.

Social media & Communication: social media/Assistant Volunteer Coordinator, Dahlys Hamilton Campaign, managed online presence and assisted with event coordination.

Community Service: American Red Cross Volunteer (2018-present) contributed in various capacities supporting disaster relief and humanitarian efforts.

Additional Skills: Care Package Content Creator (MedShare), Liaison for Google Hackathon, Administrative Professional Volunteer (NACA).

Professional References

Michael Marandici

Title: Technical Project Director (PMO)

LinkedIn: linkedin.com/in/mmarandicipmo

Phone: 561-***-****

Richard Cohen

Title: Director, Investor Relations, Strategic Partnerships. Financial Crime Investigator

LinkedIn: linkedin.com/in/richiecohen

Phone: 754-***-****

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

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