Project Operations Customer Service

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Priscilla Shaw

****.**********@*****.*** • Marietta, GA • 678-***-****

Operations & Management

Extensive background in project operations management, with expertise in overseeing, designing, and controlling the process of business operations efficiency, quality management, and meeting the customer’s expectations.

Expertise in client services, customer service, and client retention, with a knack for building lasting relationships with personalized and positive experiences while seeking to improve quality. Areas of Expertise

Customer Care

Organized, Efficient

Client Communication

Relationship Development

Project Operations

Motivation, Team Bonding

Multitasking

MS Word, Excel,

PowerPoint

Customer Retention

Leadership skills

Cross-Team Collaboration

Research & Analysis

Professional Experience

PROJECT OPERATIONS

Ordered day-to-day operations for clients with special needs by providing treatment and support services that assisted with behavioural health challenges, focusing on enhancing the client's strengths and short-term and long-term goals.

Spearheaded payroll operations for a large district office, overseeing 600+ employees. Ensured precision in reporting hours worked and proficiently managed time entry into Time Plus, JD Edwards, and Kronos Payroll Systems with 98% accuracy.

Implemented training and compliance programs for LEED certification and directed Sustainability projects, resulting in an increase in captured recyclables from 20% to 35%.

Organized and coordinated cleaning projects successfully for millions of square feet in Class A commercial office space, the Hartsfield-Jackson Atlanta Airport, and million-dollar residential condominiums.

Facilities Administrator for 37 City of Atlanta facilities, including police and fire, upholding compliance standards of the Office of Enterprise Assets Management, working with the director of building engineers.

Collaboration with departments on capital planning, safety, renovation projects, and custodial services.

Maintained exceptional relationships with key clients, addressing inquiries of current and potential shareholders, communicating with various teams on key initiatives, and ensuring client satisfaction. MANAGEMENT

Motivated high-performing employees to impact business outcomes.

Manage all areas of project operations for million-dollar residential condominiums, commercial offices, and Hartsfield-Jackson Atlanta International Airport.

Organized and coordinated cleaning operations to ensure maximum productivity.

Orchestrated all bottom-line factors, including project vision, long-range strategic planning, and program management processes.

Owned targets and worked with leadership teams to deploy best practices for achieving goals and creating management plans for segmenting prospecting and program growth plans.

Managed a diverse staff of over 30 employees.

Ensured current established and approved workflows were followed by reviewing senior leadership feedback and identifying areas needing correction to remain compliant with company, state, and federal laws.

Successfully managed supply chain and vendor relationships.

Prior experience as Payroll Manager and Project Manager for ABM Janitorial, Atlanta, GA; Area Manager for SBM Janitorial, Atlanta, GA; and GBM, Atlanta, GA (Janitorial and Vendor Management). Career History

Client Care Manager Georgia DBHDD, Client C. Smith 2020 - 2024 Program Coordinator The STEAM Generation Metro Atl. 2019 - 2020 Project Manager ABM Onsite Services (Atlanta, GA) 2011 - 2019 Facility Maintenance Administrator City of Atlanta (Atlanta, GA) 2008 - 2011 Project Manager ABM Janitorial (Atlanta, GA) 2006 - 2008 Area Manager SBM (Atlanta, GA) 2003 - 2006

Priscilla Shaw

P a g e 2

Education Masters of Divinity

Columbia Theological Seminary, Decatur, GA, 12/2023 Bachelor of Science in Sociology, 7/2019

Kennesaw State University, Kennesaw, Georgia, President’s List/Dean’s List

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