Project Manager Customer Service
Resume:
Lori Harris
Project Manager
Greenfield, OH *****
**************@*****.***
Obtain a challenging career position with a stable, innovative organization that embraces technology.
Work Experience
Project Manager
TechConnect Services, LLC – Louisville, KY (Remote) June 2022 – July 2024
Combined my expertise in growing client relationships and team building while applying my experience in project management.
• Develop and manage project plans, including schedules, budgets, and resource allocation
• Manage remote team of Project Coordinators including training, development, and approving timecards
• Monitor progress of projects while mitigating effects of any risks that arise
• Deliver the projects within the defined scope, timeline, and budget, while ensuring that all stakeholders are satisfied with the results
• Control costs and consistently kept costs 10% under budget
• Onboard outside sales agents handling their training and managing the relationship with them and their clients.
• Onboard new clients and new product lines with existing clients
• Refine processes as needed to meet client needs and create efficiencies
• Provide monthly reporting and facilitate health check meetings with clients Personal Banker
Fifth Third Bank – Greenfield, OH
October 2021 – April 2022
Utilized my experience in customer relations and success to grow relationships and instill confidence in my customers while strengthening their relationship with the bank.
• Assist customers with their banking needs, such as opening new accounts, processing deposits and withdrawals, cashing checks, issuing cashier’s checks, and transferring funds
• Educate customers on the features and benefits of Fifth Third products and services, identifying customer needs and providing solutions
• Cross-sell bank products and services, referring customers to other departments when appropriate
• Ensure compliance with applicable laws and regulations
• Develop relationships with customers by understanding their financial goals and objectives
• Provide support to branch management team as needed Project Manager
Starken Technologies LLC – Florence, KY (Remote)
August 2020 – October 2021
Jumped into a new role in the industry with a company that is becoming established and starting to grow.
• Manage all projects and ensure all jobs are progressing and on track to hit all KPIs.
• Facilitate communication with clients, Sales Engineering, technicians, operations, and vendors to ensure the projects run more smoothly and effectively.
• Perform risk assessment and provide input during client onboarding process.
• Proactively reach out as issues arise and resolve them with the client efficiently while maintaining a high level of customer satisfaction.
• Create and update documents that track each project and store deliverables for the clients.
• Manage remote team while functioning as the operational communication hub to ensure that all departments communicate effectively internally.
• Confirm the scopes of work are accurate and review them with subordinates and technicians to maintain the integrity of the projects.
• Monitor costs and keep the labor profit for each project between 60% and 65%.
• Provide reporting to clients so they are clear regarding the work that was performed and see photos of the completed job.
• Took the lead on learning simPRO and creating efficiencies while improving the operations process.
• Managed all costs associated with each project and closed out each job after confirming the accuracy of cost and price for every one of them.
Project Team Lead
ESCO Technologies LLC – Liberty Township, OH (Remote) October 2018 – April 2020
Committed myself to learn a new industry while leading a team in diligence and ensuring profitability.
• Communicated daily with clients and rest of team so everyone involved in each project was aware of every detail.
• Managed remote team of Project Coordinators handling all aspects of training, development, and guidance related to projects.
• Negotiated with technicians and contractors while keeping the profit from labor between a 60% to 65% margin.
• Handled material orders with vendors while coordinating with the site contacts for delivery.
• Provided all necessary cost and billing information to the Accounting department for invoicing purposes.
• Approved timecards for my team weekly.
• Created efficiencies by consolidating documents in single location so my team only had to go to one location to make updates for multiple projects. Director, Support Services
RecruitMilitary – Loveland, OH
April 2011 – September 2018
Challenged to guide and train a team to excel during change resulting from an acquisition as well as platform reconfigurations. Led a talented group of individuals leveraging their strengths to fulfill purchases, provide top notch client experience, facilitate technological integrations, and support the sales team. Responsible for accuracy related to purchase processing, customer service, managing relationship with third party vendors, providing strategic support to sales team, product management, and all other aspects related to managing the Support Services department.
• Trained and developed each team member by working with them to create action plans to increase their level of knowledge, skills, and abilities related to their position.
• Controlled expenses by staying under budget for my department while also ensuring that employees incurred minimal expenses associated with other department budgets, such as travel to assist the events team.
• Implemented efficiency improvements that allowed the department to successfully manage large increase in sales and number of sales representatives.
• Collaborated with Marketing department to automate event reminder emails effecting a reduction in 1.5 man hours per week.
• Worked directly with VP of Technology Integration to create new fields in Salesforce that allowed automated reporting with accurate, real time information and eliminating the need for manually updating spreadsheets and retrieving data.
• Increased client retention from 50% to 72% of annual database clients from 2016 to 2018.
• Facilitated training for sales team related to all products and services with an emphasis on the resume database.
• Created training materials including videos for clients as well as internal resources.
• Supported clients with OFCCP audits by providing data reporting as well as formal letter writing citing the value the client provided to the veteran community by using RecruitMilitary's products and services.
• Continually revised processes as changes such as invoice automation were implemented.
• Created fulfillment processes for new products associated with acquisition of MBA Veterans.
• Personally managed VetExpress product.
• Achieved 2015 Support Star of the Year award.
Education
Associate of Science in Accounting
Southern State Community College - Hillsboro, OH
2009 to 2011
Additional Information
Experienced professional with a track record of success in process improvements and customer service management in the recruiting industry. History of building strong relationships and instilling confidence when managing top-tiered accounts. An innovative thinker that adapts easily to major changes while continuing to ensure that quality output is maintained. Excellent communicator that collaborates well both internally and externally to achieve optimal results.
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