Michael Daugherty - CLSSGB

317-***-****

adnscw@r.postjobfree.com

www.linkedin.com/in/MichaelDaugherty522

PROFILE

Business professional with a dynamic personality, experience building and maintaining internal and external customer relationships, pro-actively solving problems, analyzing business needs, project management skills, and driving productive business gains. Team player who leads by example with a strong work ethic. Exceptional ability to build trust and share information. Key skills include:

Relationship Building

Develop and Execute Strategy and Tactics

Listening, Communication, and Support

Prioritization

Task Focused

Ability To Work Under Tight Deadlines

Manage And Motivate Project Teams From Conception to Delivery

PM and Life Cycle Knowledge

Knowledge of Effective Project Management and General Business Understanding

Project Controls

Solid Organizational Skills

Contract Management and Execution

Advanced Computer Knowledge

Attention To Detail

Ability To Communicate and Influence

Logistics and Coordination Knowledge

Ability to Work Independently or in a Team Environment

Develop Training Materials and Sessions as Needed

Familiar with Agile Processes and Methodologies

EXPERIENCE

Humana Healthcare (1/2021 - 6/2021)

Consumer Experience Project Manager

Noblesville, IN (Remote position)

Handled critical run-the-business operational activities specific to how member cases are resolved within the Salesforce Customer Resolution Management (CRM) system

Worked with operational leaders from across the organization to configure the CRM system to support their needs; while at the same time moving these operational departments to an evolving enterprise standard for case order management

Coordinated work and order management associated with multiple projects to support the operational needs for case management via Salesforce

Route email requests to necessary foundation & salesforce staff for response

Monitored project progress, status, and budget using project control processes

Met with internal customers to identify and define the scope and objectives of the project

Ensured optimized interaction between Humana and members

Work assignments varied frequently and required interpretation and independent determination of the appropriate courses of action

Maintain project notes, databases, and other records

Lead and help to lead projects at an enterprise level focusing on the service associate user experience

Exercised considerable latitude and technical judgment in deciding work methods, determining objectives, and approach to assignments

Interpret flowcharts, schedules and step-by-step action plans

Work with others to resolve project issues

Run reports via Tableau and Excel for managers of various departments

Nations Roof (8/2020 - 10/2020)

Project Manager / Project Coordinator

Indianapolis, IN

Adapted to fluid situations and changing roles

Performed roof take-offs and surveys

Plotted roof drawings for estimation purposes

Monitored project controls to keep project on track and under budget

Uploaded photos and documentation into system for utilization at a later date and also for current reports

Comm Works (10/2018 - 2/2020)

Project Coordinator

Carmel, IN

Oversaw the installation of over 1,500 wireless access points throughout approximately 500 Walgreens locations nationwide to ensure greater coverage for store associates

Co-managed the installation of fire alarm system cabling at over 5,000 Walgreens locations nationwide

Administered a B2B program to maintain, service, and manage the new installation of uninterrupted power systems for all coastal area Walgreens locations including those in Puerto Rico and Hawaii. Managed three to ten installs per week with a total value of over 1 million dollars annually

As a Master Scheduler for project work, I worked closely with Project Managers and Program Managers to prepare action plans, monitored project status, including resources, timeframes, and budgets for projects.

Performed various coordination tasks such as scheduling and risk management

Project controls consisted of forecasting, budgeting, and purchasing for all aspects of the project lifecycle. Spearheaded cost, schedule, and risk management efforts

Attaching faxes to leads/accounts and preparing accounts for product donation

Lead special projects and SOP processes

Handled administrative duties, project documentation, and financial queries to ensure that stakeholders were effectively engaged

Analyzed risks and opportunities

Created quotes

Administered assigned project(s) from ramp-up to completion, analytical support, planning and executing the projects within the terms of the signed agreement ensuring the project is delivered on time and within budget

Communicated the needs and requirements of the project to prospective vendors to ensure proper completion within the time constraints and the budget of the project

Procured all materials needed for successful job completion

Provided project notes and documentation of project deliverables to stakeholders

Developed business processes and high-tech solutions for innovative customer solutions

Supported logistics in routing supplies to vendors as needed

Project CSI (5/2018 - 8/2018)

Project Manager / Project Coordinator

Fishers, Indiana

Oversaw gas station image upgrade survey program for 1200+ Conoco Phillips locations nationwide.

Executed customer’s objectives and goals on time and under budget

Communicated with surveyors nationwide to coordinate pre and post gas station image update surveys

Recruited new surveyors throughout the country in areas where Project CSI did not currently have surveyors

Negotiated survey expenses and costs as well as planned schedules and set kpi’s

Ensured that post survey results met the requirements of the customer and local municipalities based upon pre-survey brand book architectural drawings

Conducted internet research to locate contact information for city and municipality leaders for permitting purposes

Evaluated and rated technician performance

Tracked project process from planning to completion

Executed order management beyond customer expectation

Ecolab Equipment Care (6/2015 - 5/2018)

Service Dispatch Specialist / Coordinator – Order Management

Fishers, Indiana

Monitored and scheduled technician’s daily routes in Fort Worth, New Orleans, Atlanta, Nashville, Jackson, Orlando, and Raleigh

Effectively routed technicians to service calls thus maximizing efficiency and productivity using dispatch management tools in a manner that exceeds customer expectations and/or service level agreements

Communicated with customers to understand requirements, track service orders, and relay customer expectations to technicians

Ensure accuracy of orders and contracts for compliance purposes

Assembled and submitted quotes and proposals to customers for issue resolution

Effectively communicated and coordinated with local district managers and area managers to plan for the future success of the organization through cumulative efforts

Reviewed and matched upcoming jobs with the appropriate technician based upon skill sets and geographic location

Balanced workload between all technicians

Facilitated technician performance to maximize productivity and profitability through effective call clustering and routing to control cost, enhance efficiencies, and meet commitments

Effectively managed work in progress including pro-active management of all open service orders that needed parts ordered, are in waiting for parts status, or have other special requirements. Order managemen

Built and solidified associate and customer relationships to increase customer satisfaction and retention

Reviewed and resolved escalated service issues and found unique and repeatable ways of solving issues

Osram Sylvania – Sylvania Lighting Services (6/2008 – 5/2015)

Customer Relationship Specialist - Order Management

Westfield, Indiana

Selected to handle important new 7-Eleven account, successful in launching partnerships, and building relationships

Monitored the monthly lighting inspections of over 7000+ 7-Eleven locations nationwide

Partnered with technology team to automate incoming customer requests removing week-long backlog, increasing efficiency, and improving customer service

Coordinated maintenance schedules with consumer sales reps to ensure timely service along with the best financial value to Sylvania clients

Implemented changes to work structure and work flow to best utilize the teams’ capabilities

Consulted with client companies to balance service levels and cost, building long-term trust relationships

Followed through with potential new customers

Identified workflow and scheduling issues and proposed solutions eliminating abandoned calls

Worked in a customer support position and received calls from various nationwide retailers who use Sylvania products to light showrooms, sales floors, and various other areas

Handled national accounts with promptness, accuracy, and attention to detail

Viewed as go-to resource for problem solving and volunteering for challenging tasks

Prioritized incoming customer requests for service ensuring contract terms were met and customer service objectives were exceeded

EDUCATION

Business Administration (2019)

Ivy Tech University, Indianapolis, Indiana

Graduated with honors - Magna Cum Laude

General Studies

Macro-Economics Major

University of Southern Indiana, Evansville, Indiana

CERTIFICATIONS

Management and Strategy Institute

-Certified Lean Six Sigma Green Belt (CLSSGB)™

TECHNICAL PROFILE

All Microsoft Windows Operating Systems

Microsoft Office / Word / Powerpoint / Access

Advanced Excel Skills

Microsoft Teams

Sharepoint

SAP

Salesforce.com

Tableau

Zoom

Lotus 1-2-3

Outlook

QA Run

Ericom Power Term 5.2

Life Pro

Adobe Photoshop

Win Zip

HTML and C+ programming knowledge

COMMUNITY INVOLVEMENT

Mentor and assistant youth leader at local church in Westfield, IN

Habitat For Humanity in Noblesville, IN

Volunteer within promotions department at WFMS and WGRL (1995-2001)

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