Dorothea A. Keeton

Assistant Project Manager - Profile

Rochester, NY 14619, US • 585-***-****

ad4mnx@r.postjobfree.com • www.linkedin.com/in/dorothea-k-371931192

Goal-focused professional with a blend of project management and technical expertise complemented with analytical abilities and customer-centric mind-set. Demonstrated ability to ensure projects meet quality standards and deadlines while providing guidance to team members and clients. Articulate communicator with excellence in engaging with senior leadership, cross-functional teams, and clients to determine key requirements and adapt strategies accordingly. Adept at analyzing project performance, identifying areas for improvement, and resolving complex issues. Committed to driving customer satisfaction and fostering long-term relationships. Seeking to leverage skills and experience to contribute to the success of a dynamic project management team.

Areas of Expertise

Project Planning & Execution

Issue Troubleshooting & Resolution

Solution Deployment & Delivery

Customer Engagement

Technical Support & Service

Problem-solving Competencies

Training & Development

Team Leadership & Mentoring

Cross-functional Coordination

Professional Experience

Zamani Global 2023 – Present

Project Consultant (Part-time)

Manage small business projects and implement effective project management strategies. Collaborate with stakeholders to achieve project goals. Provide expert guidance on project planning and execution.

Notable Key Contributions:

Ensure projects meet quality standards and deadlines.

Analyze project performance and identify areas for improvement.

Support team members in project tasks and objectives.

Charter Communications, Rochester, NY 2019 – Present

Mobile Account Manager

Activate mobile devices and create and manage trouble tickets. Port in and out mobile numbers, manage account information. Update billing details, process payments, and handle mobile phone number changes. Assist with device and warranty replacements. Facilitate SIM card changes, perform account invoicing, and update insurance claim platform information.

Notable Key Contributions:

Slashed call handling time by 22 seconds per call.

Championed customer satisfaction and bolstered long-term retention.

Frontier Communications, Rochester, NY 2015 – 2019

SME (Subject Matter Expert)

Played a role in workforce management. Demonstrated strong interpersonal skills and experience working with diverse individuals and groups with varying learning styles. Possessed experience with networking, Windows, and technical assessments, involving continuous evaluation of the curriculum to identify areas for improvement. Collaborated with supervisors, HR, and other cross-functional teams as needed. Analyzed and supported end-users experiencing internet connectivity issues related to High-Speed ADSL and fiber optic service. Utilized knowledge of internet application software, computer hardware, and various operating systems including Windows 2000, XP, Vista, 7, 8, 10, and Macintosh OS X.

Notable Key Contributions:

Successfully managed teams of up to 50 employees for 8-12 weeks, tracked time and attendance, recommended disciplinary action, and set up classrooms.

Contributed to the training and development of over 250 information technology help desk employees. Reduced attrition by 25% through effective technician training.

Provided coaching and mentoring to new hires. Taught technical troubleshooting curriculum, adjusted syllabus, and planned lessons.

Developed leadership skills and successfully managed and resolved conflicts with frustrated customers.

Recommended internet security products to ADSL and fiber optic customers.

Home Depot, Rochester, NY 2014 – 2015

Merchandising Associate

Arranged overnight display setups for eight Home Depot stores in the western New York region. Verified that appropriate photos were forwarded to the corporate office for approval.

Notable Key Contributions:

Oversaw project scopes and ensured timely delivery. Confirmed that all project scopes were fulfilled punctually.

Enhanced client (store) satisfaction by contributing to increased sales through added value.

Xerox Corporation, Rochester, NY 2013 – 2014

Technical Service Agent

Offered technical assistance to customers using wireless products. Handled bill payments and set up payment arrangements. Identified and resolved repair issues with various wireless devices such as cell phones, tablets, and Wi-Fi peripherals.

Notable Key Contributions:

Guided customers to specialized technical support for efficient resolutions.

Slashed call-backs with a first-call resolution strategy in a busy inbound call setting.

JP Morgan Chase Bank, Rochester, NY 2009 – 2013

Mortgage Loan Consultant

Investigated and resolved inquiries and issues regarding loan agreements, delinquency arrangements, or impending foreclosures. Liaised with other departments to address administrative and operational concerns. Verified modifications for clear titles, assessed arrears, and outlined repayment terms. Compiled workout files for modifications. Acquired junior underwriting experience.

Notable Key Contributions:

Saved and prevented over 200 homes from foreclosure.

Restructured loan agreements or delinquency arrangements to adjust debt schedules.

Negotiated payoff plans with delinquent borrowers to find optimal financial solutions for the company.

Education & Qualifications

Bachelor of Science in Business Management (BSBM) 2020 – 2023

Roberts Wesleyan University, Rochester, NY

Degree in Liberal Arts of Applied Science (AAS) 2018 – 2019

Monroe Community College, Rochester, NY

Awards & Achievements

Charter Bronze Award Feb 2023

Charter Spark Award October 2022

Technical Proficiencies

MS Word, MS Excel, MS Project, MS Smart-sheet, Slack, and MS Teams

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