Project Manager Customer Service
Resume:
PATREEYA L. TEELE
West Haven, CT 06516
203-***-**** ********.*****@*****.***
SUMMARY:
Experienced & Degreed Administration Professional with a demonstrated history in Project Coordination, Project Management, User Support, and Customer Service. Proven ability to manage complex implementations, build strong client relationships, and deliver measurable outcomes across cross-functional teams.
PROFESSIONAL EXPERIENCE
Emarsys An SAP Company, Indianapolis IN (Remote)
Senior Project Manager
1/2025 – Present
Lead cross-functional project teams on strategic enterprise implementations across B2B and B2C markets.
Oversee full project lifecycle management, including strategic planning, risk mitigation, and stakeholder communications.
Act as an escalation point for complex projects, ensuring client satisfaction, resource alignment, and project profitability.
Drive continuous improvement initiatives, mentor junior consultants, and collaborate with leadership on delivery methodologies.
Provide executive-level reporting and insights into project KPIs, scope performance, and customer outcomes.
Support internal initiatives to streamline project delivery frameworks and tools (e.g., Mavenlink, Salesforce).
8/2021-12/2024
Senior Implementation Consultant
Onboarded and managed implementations for B2B and B2C clients using the Emarsys platform.
Coordinated with internal teams—Solutions Architects, Backend Developers, Campaign Specialists—to deliver multi-channel solutions.
Implemented Email, SMS, Push, and social integrations while maintaining detailed project plans and client communications.
Delivered project health reports, maintained KPIs, and ensured alignment with Statements of Work.
Built strong client relationships and provided strategic support to improve platform adoption and long-term success.
Quadient (Neopost USA), Milford CT 1/15-8/2021
Technical Solutions Project Manager
Managed the scope, time and budget of Quadient’s output management systems projects to ensure successful implementation and delivery for the entire Dealer region, including some of the districts.
Moved projects through the structured Life Cycle and Maintains profitability for all projects.
Assisted with task planning, establishing timelines, project dashboards, status reporting and produces monthly Ops reports.
Monitored and controlled project activities and managed expectations of internal and external stakeholders.
Worked closely with the Professional Services Management team in designing and implementing internal process improvement initiatives.
Managed day to day assigned projects from acceptance to sign off.
Planned, organized, led, and facilitated project team and management meetings.
Interacted with the sales team providing project updates and status.
Provided issue tracking and escalation through AutoTask.
Neopost USA, Milford CT 4/13-1/15
User Support Specialist Level 2
Directed support for our executive team including MacBooks, iPhones and other IT related matters.
Screened, referred and diagnosed inquiries as they relate to maintenance of personal computers and related systems.
Prepared help desk incident reports and assisted in hardware and software evaluation.
Provided day-to-day technical support to employees for internal desktop systems, hardware and all telecom matters. Managed the companies AT&T account, which included ordering new phones, upgrades, deactivations and setting up service plans.
Installed, configured and troubleshoots desktop systems, workstations, and PC related network issues in a heterogeneous environment.
Maintained passwords, data integrity and file system security for the desktop environment.
Assisted with account provisioning within Active Directory as well as numerous other systems for new hires, temp hires, contractors and terminations.
Communicated highly technical information to both technical and nontechnical personnel.
Recommended hardware and software solutions, including new acquisitions and upgrades.
Participated in development of information technology and infrastructure projects.
Louis Dreyfus, Wilton CT 2/12-12/12
User Support Specialist Level 1 (Contractor)
Provided first level user support for over 700 end-users domestically and internationally via e-mail and through the technical support line.
Ensured the accurate and complete logging of required information into the company call tracking system and distributed tickets to the proper groups.
Submitted Purchase Orders (PO) for users Hardware/Software request.
Resolved problems by analyzing all aspects of the situation. Walked end-users through step by step to a resolution.
Performed upgrades and fixes on workstations, set up loaner laptops to reflect users profile.
Developed training materials and procedures and /or train users in the proper use of hardware and software.
Documented jobs procedures and updates knowledge repository with current fixes and findings.
Performed daily administrative duties, such as processing and filing of invoices, security forms for new hires and other LD systems; performed other duties and projects as assigned by User Support Manager
Set up accounts for Live Meeting access, scheduled IT meetings in local conference rooms.
Collaborated with senior levels of User Support on resolutions requiring more expertise or purchases of equipment.
Career Resources, INC, Bridgeport CT 2/11-2/12
KeyTrain Coordinator
·Provided KeyTrain and WorkKeys installation specifications to computer tech at each location. Facilitate communication between involved parties to insure proper functioning of the computer facilities.
·Trained the onsite Administrators/Proctor in the implementation and administration of the on-line KeyTrain and WorkKeys programs.
·Oversee the database management of multiple off-site locations. Provide monthly administrative reports on each location.
·Provided assistance and information to the CWEALF evaluators as requested. Inserted information into CTWBS database.
·Established and maintained an ongoing schedule for visiting each location to support administrators and ensure proper implementation of the programs.
Affinion Group, Trumbull, CT 5/08-8/10
Data Security Administrator
·Troubleshot issues as well as creating/modifying /renaming/disabling/and deleting accounts such as Remedy, TAS/Citrix, Apollo, Neat, Vacation Access, Travel Impressions, Cognos, Progeny Portal, Artemis, CTI Database, Various Web Accounts (CSV, Datamaint, CRS, FTCIS),Tunnel, Funnel, Webconnect, Lawson, NT, VMS, Oracle, Exchange.
·All distribution list maintenance (create/modify/delete/troubleshoot problems)
·Quota Maintenance on VMS and Exchange, GAB Maintenance, Kana Mailbox Maintenance
·Maintained mail forwards (mailhub), Monthly Account Expires
·Prepared emails and documents using Microsoft Office Suite
·Responded effectively to user related problems and issues
·Prioritized and handled sensitive and confidential data for end-users
·Proactively worked with end-users to resolve incidents by gathering detailed information
·Responsible for meeting a 5 day SLA for all requests and incidents
·Assisted with providing required information for quarterly audits
Service Desk/Problem Management - Global Enterprise 10/07-5/08
Off-hours On-Call Support
·Managed problem resolution activities and responsibilities across the enterprise
·Defined, declared ownership, and monitored problems as they occurred in the enterprise
·Reviewed system outages; tracked internally as Sev-1, Sev-2 and Code Orange issues
·Defined severity levels and actions
·Central point of communication for the senior IT leaders
·Coordinated communication with affected disciplines, departments, business units, external clients via channels.
·Maintained historical issues log
Helpdesk Technician
9/06-10/07
·Handled high volume of incoming issue related calls while using proper phone etiquette and friendly customer relations skills.
·Utilized the Remedy IT Service management software for incident tracking, and entering different types of client issues into the database at a high pace.
·Excellent follow-through with internal support activities taking ownership through completion
·Provided step by step documentation for aiding the existing coworkers in choosing the appropriate tasks for each IT departments as well as documentation for any new hires
·Handled high volumes of email relating to user based issues and created request tickets for the appropriate IT departments
·Accountable for setting up conference bridges in Meeting Place for SEV1 or Code Orange issues
Certifications
Certified ScrumMaster (CSM)- 2/2024
EDUCATION
King Graduate School, Monroe College, New Rochelle, NY
6/2013
Master of Business Administration
Monroe College, New Rochelle, NY
4/2007
Bachelor of Business Administration: Computer Information Systems
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