Customer Service Project Manager

Sarah Shrake

Bettendorf, IA ***** 563-***-**** ******.*****@*****.***

Career Objective

IT Project Manager with a diverse range of skills including bid management, project management, leadership, data analytics, knowledge management, relationship management, process development, and customer service. Organized, methodical, process-oriented, and able to guide various sized teams through all stages of projects to deliver on time and under budget results. Proven ability to work in a demanding, multi-tasking environment to meet aggressive deadlines. Searching for a position to fully utilize my training and skills while making a significant contribution to the success of the company.

Competencies

Bid Reviewing, RFP Responses, Project Management, Project Design, Process Development and Implementation, Change Management, Leadership, Managing Teams, Quality Assurance, Best Practices and Methodologies, Critical Thinking, Problem-Solving, Data Analysis, Managing Multiple Projects, Continuous Improvement Projects, Microsoft Office, Microsoft Project, Microsoft SharePoint, Microsoft Teams, WebEx, Zoom, Salesforce, ServiceNow

Work Experience

Project Manager

Medix Dental IT – Davenport, IA September 2022 – Present

Oversee project and onboarding coordination roles

Develop and maintain core processes for the Project Management team

Coordinate with external vendors on projects

Keep projects within budget

Manage resource logistics

Bid Project Manager

Stefanini – Davenport, IA January 2016 – June 2022

Coordinated the entire bid process, from commencement through completion, to ensure all aspects of submission were delivered in accordance with required milestones and deliverables

Managed over 200 national and international Request for Proposals (RFP), ranging in potential revenue size from $10K to $50M, and met response deadlines 99.8% of the time

Supervised a team of six Proposal Writers that were responsible for creating content, editing proposals, and reviewing final documentation to ensure quality responses

Reduced cycle time to respond to RFP by 30% through the development and maintenance of core content document libraries in Microsoft SharePoint

Facilitated meetings to collaborate cross-functionally with Sales, Subject Matter Experts, and Delivery to understand unique business drivers and develop customer-specific content

Led process improvement initiatives to increase efficiencies for bid management, proposal creation, and presentation development through the use of customizable templates

Built reports in Salesforce and Microsoft SharePoint to analyze win rate and determine which types of sales opportunities were most successful to bid on

Provided customer service support to employees to assist with daily work tasks

Project Delivery Manager

Stefanini – Davenport, IA May 2013 – January 2016

Directed daily operations and activities of five project managers and provided leadership to the Global Project and Portfolio Management Team for a large global client

Actively monitored all major key performance indicators of team members to identify challenges and ensure timely completion of milestones

Managed international and involved projects from origination through the final launch with analysis, design, and execution

Increased number of concurrent projects managed by team members from three to five through the use of best practices by standardizing planning and implementation processes

Acted as a mediator between external stakeholders and team members

Conducted ticket and problem analysis to track trends and develop modified instruction for knowledge articles to improve effectiveness and efficiency

Account Liaison Sr.

Stefanini – Davenport, IA March 2002 – May 2013

Served as the Single Point of Contact and provided a direct interface for daily operational support and development to assigned customers for a large global client

Resolved customer escalations in a variety of business environments that included corporate, financial, manufacturing, distribution, sales, and service

Instrumental in strengthening customer relations by electronic communication, conference calls, and onsite personal visits

Completed over 50 projects for a wide variety of services that included service desk, field service, and software and hardware implementations

Conducted several international launches that required an understanding and adaptation to cultural diversity

Tended to unique situations and fulfilled expedited timetables by implementing improvements of best practices

Focused on operational processes, quality, communication, reporting, and data analysis

Education

Master of Science in Education in Instructional Design and Technology

Western Illinois University, Macomb, IL GPA: 3.95

Bachelor of Science

Campbell University, Buies Creek, NC GPA: 3.82

Training and Certifications

Project Management Certificate from St. Ambrose University, Davenport, IA

Project Management Training

Leadership Mentoring Program

Green Belt Lean Six Sigma

ITIL Foundation Certificate in IT Services Management

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