Project Manager Customer Service
Resume:
Warren Cannon
Loganville, GA *****
*********@*****.***
Professional Summary
Dedicated senior manager with 46 years of experience in business analysis and process improvement across the healthcare and IT sectors. Proven track record in managing large teams and driving operational efficiencies, achieving a 40% reduction in IT service budgets and a 98% customer satisfaction rating. Skilled in agile product development, project management, and customer service, focusing on enhancing service delivery and stakeholder collaboration.
Willing to relocate to: Lawrenceville, GA
Work Experience
Poll Manager
Gwinnett County Elections-Lawrenceville, GA
November 2014 to Present
Manage the election process and poll officials during the mid-term and Presidential elections. Conducted advanced location planning, operational planning, poll official scheduling, and providing standard work rules and workflows, which led to 98% poll official retention over three election cycles. Front Office Clerk
Ryder Truck Logistics-Lawrenceville, GA
June 2019 to December 2019
Recorded incoming and outgoing shipping inventory, updated accounting and product database, and contacted vendors for contract and pricing updates. Continously learned new tasks on the job to take on new responsibilities. Ryder closed the location in December, 2019. Senior Manager, Business Analysis
Philips Healthcare, Cardiology and Radiology Informatics-Alpharetta, GA September 2008 to July 2018
Analyzed the Informatics service business and developed requirements to achieve improvements in the CRM system and medical system implementation processes. Owned and project managed the business improvements end to end, collaborated with the business stakeholders, wrote use cases/user stories for the agile teams, participated in agile team meetings, performed quality validation audits of the system software, and conducted user training and lifecycle technical support. Supervised a customer service engineering team. Directed service changes that resulted in implementing a virtual workforce and allowing direct customer access to service systems. VP Global Process and Systems
NCR-Dayton, OH
June 1996 to September 2008
Headed the global IT infrastructure team. Governed the annual IT projects and reduced the IT service budget by 40% over three years. Directed two US customer service centers. Generated a 35% margin on $66M in revenue. Achieved a 98% customer satisfaction rating by assigning service engineers to perform monthly check ups on high profile customers. Delivered technical sales and services support to executive customers. Provided the technical sales support to win a three year, $50M competitive bid service contract with a government agency. Managed a customer service engineering team and developed a professional service sub-team that delivered $2.5M in the first year. Education
Master of Business Administration in Business Marketing DeVry University's Keller Graduate School of Management-Illinois - Chicago, IL June 1982 to November 1987
Bachelor's degree in Electrical Engineering
University of Illinois at Chicago - Chicago, IL
September 1968 to June 1972
Skills
• Agile product development
• Supervising experience
• Leadership
• Management
• Team management
• Rally (agile software)
• Business coaching
• Change management
• Customer service
• POS
• Project management
Certifications and Licenses
Driver's License
PMP ID: 1261921
May 2009 to May 2027
CSPO ID: 222047
November 2012 to July 2026
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