Manager Customer Service

MITRA TOWFIGHI

PHONE: 954-***-****

EMAIL: *************@*****.***

PROFILE

A result oriented, self-driven, highly motivated, experienced Project Manager and Operations Manager with in-depth knowledge of project management methodologies including Agile-Scrum and Waterfall. Excellent communication skills with the ability to collaborate with peers and clients, create synergy among business units, and relate to and interact with individuals at all organizational levels. Expertise in transforming traditional operations and developing programs to enhance company growth/profits. Other strengths encompass:

Project Lifecycle Management Quality Assurance/Regulatory Compliance Customer and Vendor Relations

Logistics/Supply Chain Management Change Management Process Improvement/Best Practices PROFESSIONAL EXPERIENCE

MasTec Network Solutions Boca Raton, FL 05/2018 - Present

Project Manager

Responsible for managing a Network Integrity Team in support of AT&T new technology deployments Projects- LTE, 5G, CRAN upgrades and new site builds.

Lead and manage delivery of high-profile client facing integration, construction, and optimization projects from inception to completion in alignment with project scope, schedule and cost.

Generate post deployment project reports to validate hardware, network configurations, parameters and KPIs in preparation for project handoff to the client.

Design, establishment and governance of the project management procedures incorporating structures, checklists and templates.

Serve as the single point of accountability for the projects interfacing with internal, external stakeholders, and third-party vendors.

Work with cross functional contractors to identify risks or issues and address them in a timely manner to meet milestones.

Audit and review vendor performance and quality utilizing Ericsson Network Management tools to enhance systems.

Oversee the PO issuance process and addressing budget adjustments by enforcing AT&T contracts and driver pricing.

Conduct training sessions for internal team members and construction field crews in collaboration with the Client.

Facilitate Agile Workflow Processes using Jira tracking and ticketing system along with Mastec proprietary platform to deliver 5GmmWave projects for 2019 Superbowl.

Bayview Loan Servicing Goral Gables, FL 09/2016 – 05/2018

Loan Services Project Manager

Mentored, coached and set direction for team members and project managers/analysts. Provide feedback to group managers regarding the work performance of members.

Documented project charters, project scope, statements of work, and status reports. Presented to senior management, clients, vendors, and team members.

Identified project's critical path activities and proactively manages those to project's benefit.

Facilitated meetings, and managed directives, action items and course corrections with highest sense of urgency to ensure timelines are kept, deadlines are met, and commitments are honored.

Mitigated risk factors through careful analysis of financial and statistical data. Anticipate and manage change effectively in rapidly evolving global business environments.

Served as a Key partner with management and other internal departments ensuring an effective project execution according to contractual agreements and applicable policies and regulations.

Conducted requirements gathering sessions with internal and external clients. Circuitronix LLC Hollywood, FL 06/2015 – 09/2016

Business Operations Supervisor/Project Manager

As a Project manager, to priorities, plan and manage multiple Internal Projects. Served as a single-point of accountability and escalation for overall support activities, including issue, change, incident management, and project risks. As an Operations Supervisor, managed a team overseeing all aspects of customer order fulfillment with involvement in manufacturing, production, quality, testing, shipping, and post delivery.

Project Management

Managed the implementation project of a product development and provided strategic direction during the implementation. Project delivered on time within scope with KPI of 85%.

Led Quality stream of the internal projects with the objective to achieve ITAR compliance regulations

Responsible for internal change management tracking, scheduling, resource planning, coordination, documentation and organization.

Planed and facilitated project review meetings to expedite requirements and resolution of project issues.

Guided the team on resource requirements, tasks, dependencies, deliverables, risks, and other issues through the life of the project.

Operations Management and Process Improvement

Drafted and ensured compliance to Standard Operating Procedures for the production and manufacturing of all product lines and enforced corrective or preventative actions as needed.

Served as an interface and coordinator among warehouse operations, customer service, technical support, sales and training.

Redesigned process work flow to guarantee all customer repairs are completed in time with the minimum turnaround time.

Directed order logistics and monitored production and supply chain from the factory to the end-user to ensure on-time delivery.

Conducted meetings with Production Managers, Engineering Director, Sales Director and shipping manager to ensure timely responsiveness to customer demands and projects.

Quality Assurance

Liaised with Engineering and Quality teams to oversee the testing and quality assurance of all parts.

Overseen the Quality assurance process and managed the corrective/preventive actions.

Utilized lean manufacturing concepts to revise the RMA process and to cut Repair Turnaround time by 25% Kaveh BGC,Co 07/2008 – 04/2015

Business Operations Manager

Initially hired as a Process Improvement/Operations Analyst and promoted to manage variety of projects overseeing all aspects of the project from initiation to close out. Areas of accountability included project planning, resource allocation, quality assurance, regulatory compliance, risk management, corporate social responsibility, and staff management. Select Project Management Initiatives

Successfully led the Client Outreach Project to bring the publishing of the company’s newsletter for our clients and partners in- house (previously outsourced). On time and within the budge.

Successfully managed the ISO certifications projects including ISO 14001, ISO 17025 and OHSAS1800.

Conducted internal audits, prepared audit reports and reported to management regarding nonconformity and/or quality issues.

Managed the implementation projects of launching four new LOBs including requirements gathering and risk response planning.

Led a team of internal auditors in the implementation of and conformity to International Organization Standardization (ISO) standards (ISO 9001).

Operations Analyst

Increased publication to 14,000 issues and published 6 times per year. Realized a savings of 28% while also impacting revenues by 17%.

Implemented company Corporate Social Responsibility policies and practices and won an award for being the first in health industry to comply with these practices and policies.

Led process improvement initiations for business operations and modified packaging of bandage products. Resulted in decreasing production costs by 6%, while maintaining quality.

Initiated new processes to improve the quality, efficiency and cost of operations. Within a year of implementing changes, realized a 32% increase in boiling machine efficiency.

JR's POS Depot, Inc. Sunrise, FL 03/2006 - 06/2008

Customer Service Supervisor

Initially hired as a Customer Service Representative and promoted to manage the customer service function for this point-of-sale equipment distributor. Managed a staff of 5-12 associates in areas including order fulfillment and post delivery service.

Effectively dealt with escalated customer service concerns and complaints by phone and in person.

Provided leadership, coaching and management to teams to achieve business objectives with a focus on continual process improvement and ensuring a customer-focused organization.

Adhered to the highest quality service standards ensuring complete customer satisfaction and growth of strong corporate culture.

Continuously evaluated performance, providing the necessary leadership to develop plans that excel customer service objectives. EDUCATION AND CERTIFICATIONS

Master of Business Administration Degree (MBA) in Operations Management Florida Atlantic University

Bachelor of Science Degree in Engineering

Tehran Polytechnic University

Certified Scrum Master, Scrum Alliance

PMI Certification Course Completed

COMPUTER SKILLS

Microsoft Office (MS Project, Word, Excel, PowerPoint),Outlook, Visio, JIRA, SharePoint) Mortgage Industry Platforms (MSP, Capital Market)

Wireless Network Management Tools (OSS, Quantum, Autoforms, LTE Tools)

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