Project Management Customer Service
Resume:
A.
C GEORGE
***************@*****.***
Washington, DC 20002
SKILLS
Sharepoint
Market Research
Program Management
Google Suite
Visual Basic
IVR
Proposal Writing
Forecasting
Visio
Business Analysis
Computer Networking
Project management
Microsoft Excel
Salesforce
Calendly
EventBrite
Windows
Administrative experience
Office manager experience
Concur (1 year)
Microsoft Access
Talent Recruitment
Procurement
Project Management
Quality Control
Customer Service
OSHA Compliance
Team Development
Cost Management
Vendor Relationship Management
Work Planning and Prioritization
Work Delegation
Proficient in [Software]
Policy and Procedure Improvements
Logistics Operations
Remote Team Management
Google Workspace
Quality Assurance Evaluation
Vendor Management
Team Leadership and Direction
[Type] Equipment Proficiency
Budget Coordination
Training and Development
Community Outreach
Problem-Solving
EDUCATION
Jefferson Business College
Associates Degree: Computer/Software/ Tech Skill Set
Bachelor's degree
CERTIFICATIONS
Microsoft Certified Professional (MCP), 07/01/19, Present
PROFESSIONAL SUMMARY
Interacting with teams an individuals from different cultures : completing the goals of the projects presented / an document support to the teams in office or remotely ; Authorized to work in the US for any employer Talented professional considered knowledgeable leader and dedicated problem solver. Brings [Number] years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
WORK HISTORY
Washington Collaborative of Nonprofits, Inc. - Program Manager
06/2015 - Current
Administering the best client/customer service to: Staff/Project Managers/outside vendors; on a continuing Basis: Zoom : micro-soft teams Video-Conferencing : Time Management ; Rotating an ever changing schedule of commitments : Zendesk support; Smartsheet; salesforce software ; Adobe Acrobat ; Salsa an Slack ; Managing The Executive Director an CFO of Online International - Education Programs Active outlook calendar of appointments/commitments; travel schedule an hotel arrangements/, setting up Web meetings/Skype/ overseas meetings: Coordinate scheduling/logistics of Board an its various Committee an weekly meetings for President, CEO, Director; Managing Expense Reports / Accounts Payable Senior Staff; Maintaining an efficient flow of information between all levels of the company including internal and external contacts on a wide spectrum of plans and priorities; exercises judgment and discretion in prioritizing conflicting needs; handles matters expeditiously, proactively, and followsthrough on projects to successful completion, often with deadline pressures; Researching, collecting, and preparing data for projects and programs using Educational Search Engines an Educational Online Resources ; Collaborating with vendors to negotiate cost/conditions of procurement service contracts
Reviews invoices for payment on a timely basis for submission to Administrator
Track spending/submit budget reports following budgetary guidelines
Act as a liaison with vendors/ ensure invoices are up to date
Assist in forecasting future budgetary needs; Responsible for answering a multi telephone line/Interviewing prospective client/students an coordinate online an international day students exams; respond to prospective students needs in a timely manner; Develop/maintain relationships with new /continuing international students including follow-up; Solicit feedback from students on their progress; Prepare weekly reports/status of admissions activities/ participate in staff meetings; Responsible for issuing Student assessment exams/tracking thru their semester; Assisting students/ online applications, virtually or in person; Assisting in the decision making process concerning admission policies; Ensuring that Admission paperwork/visas- completed properly/online/ an day students; Establishing excellent customer service inter - action with the student at all times; Maintaining flexibility/ Adaptability in an ever-changing environment; Handling administrative functions for the office an students / on a daily basis ; Coordinate- outside room reservations/ setting up-in house conference rooms/ Requesting specific equipment for meetings; Liaison between building management and Office: Accounts payable; entering time sheets into database (GRAD-PRO); paying vendors/Ordering office supplies: Ensuring that Kitchen is stocked with refreshments/supplies - Asked by Director to assign and coordinate assignments to Project Managers
Improved program efficiency by streamlining processes and implementing time-saving solutions.
Managed cross-functional teams for successful project completion within deadlines and budgets.
Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
Developed strategic plans, setting clear objectives and achievable milestones for the team.
Mindtouch, Inc - Program Manager
01/2012 - 01/2015
Remote-Work Contract : Scheduling and remote monitoring of 7 call center sites around the country (Kentucky, San Diego
Idaho, Myrtle Beach, South Carolina; Iowa; etc.) for U.A.W
Planned Parenthood / Giant / Walmart and Political firms
Giving feed back to the Managers, directors in charge of the project
Suggestions on Coaching and training
Using Five9 Virtual Call Center Supervisor Software
Editing scripts, designing quality assurance forms
For feedback to managers/ agents/reps
Meeting goals and tracking numbers for the client/hired company
Develops, refines, and reports on statistics for call center operation and IVR, including agent occupancy, abandon rate, first call resolution, etc
Performs capacity planning for call center infrastructure; Manages full life cycle telecom projects including writing statements of work, evaluating proposals, recommending solution and managing implementations post-award
Supports the Customer Relations team in day-to-day operations including working with other IT functions call center agent application issues Develops, implements, analyzes, and reports on IVR outbound dialing campaigns to increase revenue collection, reduce call center agent interaction, and notify customers of planned work activities and outages
Document and organize existing and planned call center operations.Using product manuals ; Working with the client through their technical functions; vitally in the call center laptops ; ranges as well, parts lists, and technical support documents.
Share group - Manager / Remote / an on-site-Trainer
01/2007 - 01/2012
The position required an in-depth knowledge of Health Care /Initiative-/Political campaign issues on and ongoing basis; frequent updating, coaching and monitoring of the fundraising staff, partnering with Client Services to provide feedback and adjust campaign strategy as needed
Identify and research donor prospects including corporations, foundations, and high-net worth individuals; interface with prospective donors and clients via phone, email, and face-to-face meetings
Call major donor prospects to arrange meetings for executives and managers
Update/maintain tracking, meeting reports, client-related information
Write, edit, an proof-reading Scripts for reps
Evaluate the team of Agents; coaching and training reps on a specific project on goals and performance
Created Quality Assurance Forms in Excel for the reps/agents to use as a guide for improving their performance on the phone
Enter client-related information into an internal database, analyzing data; utilizing online news and data resources to retrieve valuable market research, support client events and meetings
Facilitated client monitoring sessions; /monitoring call center reps/ meeting with other managers to ensure coordination and execution of special projects & plans
Schedule travel arrangements and major events for CFO and Exe
Director
Strong customer service orientation and ability to effectively interact with clients, staff, and management teams.
PERSONAL INFORMATION
Title: Administrator
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