Project Manager Customer Service

SANDY FAZAA

416-***-****

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

PROFILE

A creative, energetic and self motivated professional with an exceptional ability to learn

quickly and understand new concepts and methods. Over 8.5 years of experience in website

development, working primarily as a project manager. Recognized as an excellent team

player, who communicates effectively at all organizational levels. Possesses proven multitasking

and organizational skills. Flexible and adaptable in ever changing situations and

environments.

PROFESSIONAL EXPERIENCE

Sr. Account & Training Manager

Showcare Event Management Inc., Markham, 2004-Present

Project Manager

• Meet with client to gather business requirements

• Analyze business requirements and document technical requirements for internal

development team

• Utilize proprietary software to create public and client-side web-based registration

solutions, ensuring that all data and payment processing (through ecommerce) is

handled accordingly

• Manipulate and transform complex data (e.g. import membership and exhibitor

lists)

• Create test plans and perform QA on all websites

• Manage multiple clients concurrently, each with its own unique needs

• Lead cross-functional teams with representatives from IT, Production, Logistics,

and Call Centre/Data entry to ensure projects receive timely and effective support

• Plan and implement any services above and beyond the confines of the contract

for each client’s web-based registration solution

• Plan and execute the onsite activities, including: registration layouts, networking

issues, training of temporary data entry/lead retrieval staff, and provide attendance

tracking and accounting reports

• Provide post show audits, reports, accounting reconciliation, and database

administration

• Coordinate post-implementation review

Training Manager

• Create training and process documentation for operations department

• Provide support to and train Project Managers and Coordinators on software and

department processes

• Research and develop requirements to enhance software usability with user and

client needs in mind

Re-sign Manager

• Use SharePoint to manage corporate re-sign cycle

• Analyse profit and loss reports (P&L) in order to determine ROI

• Draft contracts based on information from post-implementation review and ROI

• Handle contract correspondence with client until sign-off

Regional RSP Loan Coordinator

Maritime Life Assurance, Toronto, 2001-2003

• Managed the RSP Loan program for the Ontario region with two direct reports

• Processed major and minor change requests (name, bank, beneficiary, trustee,

ownership)

• Processed payouts, deposits, rollovers, fund transfers and switches

• Handled customer service calls from clients and agents

EDUCATION & PROFESSIONAL DEVELOPMENT

Ryerson University

Bachelor of Applied Arts, Image Arts – Film 1996 - 2000

Skills

• Client relationship management and collaboration

• Microsoft Word, Access, Excel, Project, PowerPoint, Visio, Photoshop, Illustrator,

Outlook, Lotus Notes, SharePoint

Accomplishments

• Entrance Scholarship to first year at Ryerson University

• City TV Nominee for Student Filmmaker of the year in 2000

References

References supplied readily upon request

Contact this candidate