Time Sales Service Representative
Resume:
Gabriel Camarda
Delray Beach, FL *****
aduz8n@r.postjobfree.com
Experienced Director of Project Management Office with a demonstrated history of working in Major Types of Projects. • Contribute to Project Management best practices; tailor, and implement tools, templates based on the nature of each particular project, as well as Optimizing Spending and Resource utilization. •
Ensures client satisfaction through driving project execution excellence in constant communication with customers. Highly organized, methodical and skilled at building consensus across high- performance teams. Well-versed in Infrastructure planning and deployment projects. Work Experience
Director of Project Management Office
Great Healthworks - Fort Lauderdale, FL
May 2012 to Present
· Responsible for managing highly complex or enterprise-wide program(s) consisting of multiple projects
· Accountable for end-to-end delivery of a complex program (could include multiple projects), including managing the cost / budget, schedule & dependencies, resources, scope, quality, and risk
· Developing program strategy, supporting business case and various enterprise-wide high-level project plans
· Creating and maintaining project charter, project management plan, risk/issue management plan and others based on PMI standards
· Project budgeting, creating project plans in MS Projects as well as SmartSheet and Wrike using WBS, project milestones, tasks and its dependencies, resources assigned and project duration
· Responsible for project status reporting
· Effective communication, stake holder and vendor management regarding dissemination of project status report and presenting project status to top management in steer committee meetings
· Key accomplishments:
Leadership
Capable to build environment of high performance, trust and engagement by establishing clear goals and a commitment to feedback, development and recognition Manage internal staff to assure individual/group goals are reached and lead project teams to the right planning for success.
Change Orientation
Apply original thinking, choosing the right methodology in any particular case. Continuous improvement to processes, products, systems or services changes to better serve client needs Provide planning for UAT process to address updates from the client. Ability to manage many complex projects simultaneously in team environment. Maintaining effectiveness and adjusting effectively to work within new structures, processes, requirements, or cultures.
Communication
Encourage open expression of ideas within the team. Always eager to listen more than talk Build relationships and work effectively with a diverse project teams from different cultures. Communicate proactively, and concisely with all key stakeholders, clients, and staff Judgment:
Demonstrate critical thinking to take appropriate risk and make sound and timely decisions Provide all the stakeholders with all the potential risks in any situations. Proactively prioritize initiatives and have keen ability to multi-task. Delivering results
Take initiative to connect with the clients frequently to keep them informed about the deliverables. Effectively manage the project controls of complex processes Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Business Support Analyst
T-Mobile USA - Fort Lauderdale, FL
January 2007 to December 2012
2011-2012
Develop performance metrics reports for management. Analyze reports to find gaps or negative trends. Engineer action plans to reverse negative business impact. Participate in weekly business support meetings to stay current on policy change. Develop training tools to optimize impact at every level of the organization.
· Increased Sales by 35% through the design and implementation of electronic tracking system (SPPH Tracker) which provided real time sales data across all levels offering an immediate response time advantage.
· Produced Regional Sales Analysis for enterprise-wide strategic sales decisions
· Increased representatives (CSRs) effectiveness through production of Callbacks Resolution Analysis, providing training coaches with viable data to improve CSRs behaviors.
· Originated goals measuring system for coaches and CSRs which increased performance goals.
· Received Starlight Award in recognition of developing metrics reporting model to track significant HR data for East Region.
Senior Representative
January 2010 to December 2011
Supervised team of customer service representatives. Monitored calls to improve and use of policies. Mentored CSRs on exceptional service strategies, sales techniques and troubleshooting issues. Handled escalated calls.
Impacted CSRs performance improvement through the development of self-evaluation metric tool. Motivated marketing staff by engineering motivating team games involving knowledge of metrics and how metrics relate to performance.
Chosen to intern in Business Support as a result of my excel expertise and number driver skills. Customer Service Representative
Customer Service Representative
January 2007 to December 2010
Provided customer satisfaction. Responded to customer inquiries, complaints, billing questions. Established customer relationships. Demonstrated empathy and concern for customer issue. Connect with customer incorporating sales techniques when appropriate. Optimized tools and available resources to deliver exceptional customer service Supported department leader and furthered department goals by assuming supervisory responsibilities as needed.
Selected to be in team for Suncom Wireless acquisition Trained staff during deployment of Activation Team in Puerto Rico. Awarded “Blue Chip” for several consecutive months in recognition of top performer status Account Specialist
First Data Payment Services - Fort Lauderdale, FL
January 2006 to December 2007
Served as the liaison between the bank and retail stores. Troubleshoot service tickets for customers as well as responsible for dispatching incoming tickets to appropriate departments Improved quality process by 30% by improving tickets deployment through MS Excel tools Trained new hire employees and monitored their service tickets for accuracy
·
· https://www.linkedin.com/in/gabriel-camarda-a1625135/ Business Analyst and Team Manager
Cisco
Creation and Analysis of the whole Ranking system Report for Call center. Build the whole data flow system for CAMEO with report integration. Schema analysis for Bottle Bar coding system. Schema analysis for data relation in a Cisco Informix database. Build Reports and Data Analysis for Retention to find gaps and negative trends. Work in Data consistency and Data concurrency. Develop queries and reports under BIRT Eclipse platform in SQL by joining tables from different data sources.
Manage PHPMyAdmin databases, tables, columns, relations, indexes. Junior Programmer in PHP and SQL. Create ad-hoc reports for workforce and customer service department. Work side by side with accounting to prepare weekly financial reports. Design a new ranking system for customer service agents. Automation of a
Bottle Count System for Distribution Center.
· By designing the Automation of the Ranking Report, the company has the opportunity to have current and daily ranking for all agents which helps to improve productivity and add motivation to the workforce.
· Because of the new accounting reports, management has access to accurate data in a faster way.
· Help DC department to improve the shipping and delivery by implementing the automation of the Bottle Count Report which replaced an Excel manually report needed for that process.
· By converting company reports under PHP codification and store results in mysql database we provide with schedule automatic running which avoid inconsistency in data. Skills
• Project Management
• Cost control
• Issue resolution
• Budget administration
• Project development
• Verbal and written communication
• Organized
• Product development
• Performance improvement
• Staff training/development
• Business development
• Stakeholder relations
• Conflict resolution
• Effective leader
• Google sheets and pivot tables
• Coaching and Mentoring
• Clarity/Spark/Jira/MS Project/Excel
• MS Sharepoint
• Agile
• Scrum
• MySQL
• SQL
Links
https://www.linkedin.com/in/gabriel-camarda-a1625135 Certifications and Licenses
PMP
Certified Scrum Master
Contact this candidate