Project Manager Customer Service

Actively seeking a position as

CLIENT TRAINER/IMPLEMENTER/WRITER

Accomplished, flexible, and results-driven Leader/Manager with 17 years of experience and expertise in Organization, Coordination, Multi-Tasking, Time Management, Process Improvement, Transportation, Logistics and Problem Solving. Proficient in utilizing most critical business systems and software including Microsoft Word, Excel, Power Point, Access, Captivate, SnagIt, SalesLogix, QlikView and Salesforce.com. Experienced with SaaS, Enterprise and Proprietary Software and Legacy systems.

Key strengths include:

Exceptional organizational skills. Recognized for cross-discipline talents in needs for analysis, troubleshooting, and problem resolution in fast paced environments. Identified problems/needs and initiated logical, effective solutions. Considered whole problem and focused on real impact of decisions & actions.

Dynamic communication/interpersonal skills. Maintained exceptional interpersonal and communication skills with proficiency to promote confidence. Built & maintained strategic business/client relationships, while interfacing positively with people of diverse backgrounds.

Active Listening and problem sensitivity. Provided full attention to what other people were saying, took time in understanding the points being made, asked questions as appropriate, and never interrupted at inappropriate times. Recognized problems and involved in solving those problems.

Thrive in a team environment. Initiated action and follow through to conclusion of any commitment. Capably learned new skills. Reacted flexibly to changes in priority and direction, assumed increased responsibilities as needed, and motivated others to achieve business objectives.

PROFESSIONAL EXPERIENCES

Client Support Manager/Software UAT Tester TransitChek/WageWorks Inc. NY, NY 2009 - 2012

Supported all current and future client facing systems and conducted administrator and employee training in an effort to reduce front end customer service support to increase overall customer satisfaction.

All sessions conducted were tailored to meet the needs of the client at both on site and training delivered via web.

Provide tracking, feedback and trip reports for all attended sessions to the department Director.

Support and act as Account Managers and Account Executives in resolving critical service, employee and program issues.

Provided Sales support in the form of technical demonstrations of the software as well as creation of ROI documents to utilize in the pre-sales strategies.

Worked with Director of Account Management in the implementation of the migration strategy to move current customers from both Legacy systems to the new platform.

Created customized training materials for all clients including manuals, presentations and calendars.

Created on line help and self administered, webinar based Captivate training, including documentation.

Accomplished Subject Matter Expert for the current Proprietary Software System and both former Legacy systems and for IT related projects including leading User Acceptance Testing of all enhancements and bug fixes in accordance with project timelines, including updates to all documentation and release notes as needed.

Maintained a high level of knowledge on all programs, products, processes and systems including up to date changes to the law surrounding IRS 132(f) Commuter Tax Benefit.

Travelled extensively throughout the domestic US only.

Software Trainer/System Engineer/Project Manager I.D. Systems, Inc. Hackensack, NJ 2006 - 2009

Delivered software training to all operators, front line management and internal staff both on the Wireless Fleet Management System product and internal software applications for expense and travel management relevant to the performance of their jobs using Instructional System Design methodologies.

Planned, developed, coordinated and delivered new and existing documentation of courseware and training materials which included reference material for both pre and post training activities on the software product and new releases.

Laid the groundwork and participated in the continuous revision of the courseware, lesson plans and other training related documents to meet new and challenging training requirements and to keep relevant technical information current.

Involved in the planning, preparation and development of a web based on-line Help system for the company’s software product.

Outlined and created for the Sales Account Managers utilization, a potential customer’s perceived return on investment (ROI) in advance of the intended purchase of the Wireless Fleet Management product.

Worked with customer’s post sales to analyze and achieve promised return on investment in the pre sales presentation and often achieved higher return in less time promised.

Experienced in the practice and daily application of Salesforce.com.

Became the subject matter expert (SME) for our company’s software product so that as a trainer I could be called upon at a moment’s notice to travel to anywhere in the world or conduct a webinar over the internet to facilitate on demand customized training.

Continuous updated education with popular Learning Management Systems and Web and Computer Based Training applications.

Reported performance evaluations based on the trainees retention of the training material they were being taught and certified on.

Planned and coordinated quality assurance testing before and after delivery of the system.

Wrote final reports at the completion of each training project to be included in any documented white papers.

Travelled extensively throughout the US and international.

Operations Manager The Children’s Place/Disney Stores Dayton, NJ 2005 - 2006

Managed outbound operations using state of the art facility and the latest sortation systems and PkMS WMS with RF functionality.

Ensured that all work was completed while adhering to all OSHA, GMP and production standards.

Administered interviewing, hiring, training, retaining, and disciplining as necessary and also maintaining a flexibility to work all shifts as the needs of the business changed.

Ensured all warehouse personnel were properly trained and certified as required by OSHA in the proper and safe performance of their jobs.

Operations Manager United Parcel Service–Supply Chain Solutions Cranbury, NJ 2004 - 2005

Managed outbound operations at a client facility outsourced to UPS.

Oversaw personnel of 25 in a non-union environment.

Experienced with PkMS software, responsible for the P&L of my department, and ensured that costs were within budgetary constraints while continuing to meet production demands.

Certified Powered Industrial Truck Trainer on most types of standard warehouse equipment.

Ensured all warehouse personnel were properly trained and certified as required by OSHA in the proper and safe performance of their jobs.

Project Manager Quality Software Systems Inc. Piscataway, NJ 1997 - 2002

Led and participated WMS projects from start to finish including training, support, and customer service.

Managed the overall completion of the project under budget and on time.

Communicated with the client in an effort to understand their business processes so that we could tailor our system to maximize the clients business assuring changes were implemented effectively.

EDUCATION AND CERTIFICATION

Bachelor of Science in Management, major in Information Systems

New Jersey Institute of Technology Newark, NJ

Powered Industrial Vehicle Trainer Certification

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