Customer Service Associate

Project manager

Anne Halkyard

Summary

Client-focused Project Manager with experience managing full project lifecycle, including project planning, scope definition, timeline management, and project delivery. Strong stakeholder management and cross-functional team coordination skills, ensuring alignment with client requirements, KPIs, and business objectives. Proven ability to manage multiple projects simultaneously, supporting project execution through effective risk management, resource coordination, and project documentation. Demonstrated success improving processes, tracking budgets, and delivering projects on schedule using Agile-informed practices and project management tools. Excellent verbal and written communication skills, with expertise collaborating with global stakeholders using Google Workspace, Microsoft 365, Microsoft Teams, Zoom, Webex, Slack, and other project coordination platforms.

Skills

Project Lifecycle Management, Stakeholder Management, Timeline Management, Risk Management, Project Planning, Agile Methodology, Cross-functional Team Coordination, Project Delivery, Project Coordination, Project Scheduling, Project Tracking, Project Documentation

Tools Expertise

●Microsoft Office Suite/365

●Google Workspace

●Asana

●Salesforce

●Slack

●Workday

Experience

Universal Furniture Agent

Pottery Barn/Williams Sonoma, Inc

December 2025 to the present

Managed high-volume client communications, coordinating with internal teams to resolve delivery issues, ensuring alignment with timelines and customer expectations. 5 star ratings for customer service.

Training Assistant

Pottery Barn/Williams Sonoma, Inc

July to December 2025

Supporting new hires and assisting trainers as a subject matter expert during virtual learning classes. Teaching small groups of learners, aid in filling in learning gaps, meeting training standards with minimal supervision. Possessing strong attention to detail, time management, and problem-solving skills with flexibility and the personal touch.

Using Excel spreadsheets to manage daily tracking data. Expertise with Learning Management system, as well as in-house Customer Management systems, and communications using MS Office Suite.

Earned 9.5-10/10 student evaluation results.

Universal Furniture Agent

Pottery Barn/Williams Sonoma, Inc

February to July 2025

Managed high-volume client communications, coordinating with internal teams to resolve delivery issues, ensuring alignment with timelines and customer expectations. 5 star ratings for customer service.

International Customer Service Agent,

Williams Sonoma, Inc.

Sept 2024 - January 2025

International Customer service to Canada, Australia and the UK providing fast, friendly and accurate information about order status, delivery estimates, cancellations as well as internal communications with supervisors and external partners. Managed high-volume client communications, coordinating with internal teams to resolve delivery issues, ensuring alignment with timelines and customer expectations. 5 star ratings for customer service.

Project manager

Aperian Global, raleigh, nc

September 2021 to October 2022

Project Manager responsible for planning and delivering global Diversity, Equity, and Inclusion training programs for enterprise clients.

●Managed full project lifecycle for global Diversity, Equity, and Inclusion training programs, including project planning, scope definition, scheduling, execution, and delivery for enterprise clients.

●Coordinated cross-functional teams, facilitators, and client stakeholders to ensure alignment with project objectives, timelines, and deliverables.

●Planned and executed logistics for virtual and in-person training sessions with cohorts of 25–50 participants, serving up to 800 corporate management participants, ensuring on-time delivery and high client satisfaction. Earned 9.5-9.9/10 evaluation scores.

●Managed up to four concurrent projects, maintaining excellent stakeholder management communications, prioritizing tasks and mitigating risks to meet deadlines and client expectations.

●Presented project plans, timelines, and proposals using PowerPoint, supporting client engagement and project approval.

●Tracked project expenses and account information in Salesforce, supporting budget management and accurate project reporting.

●Used Asana to manage project timelines, tasks, and dependencies, ensuring effective coordination and on-time completion of deliverables.

●Coordinated delivery using Microsoft Teams, Zoom, Google Workspace, and Slack to enable efficient collaboration across global teams.

●Maintained project documentation, schedules, and deliverables, ensuring clear project records and smooth project execution.

Data support, lexisnexis, Raleigh, NC and remote 2013 — 2021

●Managed content enrichment of 140,000 pieces of data annually for live customer facing weekly and monthly publications with a 99% accuracy rate, increasing from 80,000 annually over the first two years, an increase of 43%.

●Improved process by redesigning fulfillment request forms to increase accuracy using Excel and Sharepoint every 2 years, and adjusted systems to allow for doubling of staff when team from the Philippines was trained.

●Coordinated closely with teams from the USA, the UK, the Phillipines, and India to meet tight deadlines while building collegiality.

●Created legal terms in the database, built taxonomic hierarchies and attaching Boolean strings enabling search access from customers in the UK business unit.

●Effectively trained lawyers on process every 3-4 months as staff changed, and trained two new Asia-Pacific teams.

Legal coordinator, First financial bank, cincinnati, OH — 2009-2012

●Efficient multi-tasker maintaining strict confidentiality while managing administration of office of the Legal Counsel for the bank.

●Tracked monthly time data for a team of 4 lawyers, designing and then subsequently streamlining the process when the team grew 3x to 12 after a merger. Created reports for quarterly and annual meetings of the Board of Directors.

●Met Federal regulatory compliance retention schedules for legal files through a merger and 2 physical moves.

●Created and maintained a spreadsheet of 20-40 legal cases, and prepared documents for court filings.

●Trained 4 team members on monthly time tracking system and refined training program when the team tripled to 12.

Education

Google Project Management Certificate - December 2022

University of Sussex, Brighton, UK — Master of Arts in Conservation Studies, 2005

The University of Arizona, Tucson, AZ. Bachelor of Arts in History, 1992

Cary, NC 27513

*********@*****.***

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