Project Manager Customer Service

Jason Palmer

** **** ******, *** ******, DE *****

Phone: 302-***-**** E-Mail: *****.******.******@*****.***

Objective

Obtain a position where my experience can be utilized to develop solutions to increase efficiency and promote the highest standards in customer service. To secure an opportunity that will allow me to learn and improve skills that will lead to a lasting relationship of mutual success.

Experience

Corporation Service Company – Operations Support Business Analyst July 2009 - present

Providing daily, weekly, historical and projected data analysis for several lines of business and many individual teams across the organization.

Coordinating project management with representatives from IT, software development, training and operations – from short-term goals with aggressive timelines to inter-departmental initiatives with extensive communication required.

Captained high-performing teams and projects in a variety of development methodologies including Waterfall, Agile, and Spiral environments. Integrated into JAD teams as a subject matter expert making presentations to directors and senior management.

Technical writing for system processes, training documentation and software releases.

Exceeding expectations on individual responsibilities, and achieving results when coordinating with other members of the team – for both internal and external customers at all levels of the business.

Leading the way within my team (as well as my department, and garnering praise and imitation across several lines of business within the company) by creating clear communication plans and executing an in-depth change management process.

Creating and managing requirements, and serving as the interface between all related teams.

Develop comprehensive use case scenarios encompassing client feedback, IT specifications and end-user input – following through with rigorous testing to ensure the delivery of quality enhancements every time.

Accepted the challenge of assisting the pricing and financial team, and while working on financial reporting, inventory management, vendor relations, cost analysis and process documentation, successfully improved the overall efficiency of the team and developed better software tools with which they continue forward.

Maintain intranet wiki space across two sites, including creating new functionality and assisting with design and layout improvements utilized across the company.

Comcast – Operations Analyst July 2003 – July 2009

Real-time adherence, call routing and call volume trend analysis simultaneously across twelve call centers internationally.

Database and reporting administrator for Aspect eWorkforce Management – managing statistical, scheduling, forecasting and employee data.

Designed intuitive and dynamic training programs for several key roles and teams, as well as facilitating training and soliciting participant feedback. Leading workshops and architecture health check sessions.

Delivering solid business planning presentations to individual departments and leaders at every level of the business.

Led initiative to gather and analyze trends across the full compliment of metadata collected from the variety of communications and services offered – including IVR, web, email, live chat, VOIP, cable box messaging, field tech reports and dispatch phone records.

Project management creating lasting process improvement in the Financial, Human Resources, Forecasting and Workforce Management departments.

Project manager for VRU redesign piloted in the Eastern region, and successfully adopted nationally

Successfully performed as Project Manager on a cooperative wireless project focusing on use case development and multi-source data analysis.

IVR recording, management and development projects and analysis

BA/PM on several key CTI projects involving improved on-screen displays and cross-selling tools

First Data Corporation – Fraud Analyst May 2002 – July 2007

Analyzing debit card risk trends and preemptively preventing fraud losses globally.

Created an employee scorecard and performance reporting

Spearheaded new tracking methods, and researched data to create new trends matrixes that lead to increased performance. Managing portfolio analysis projects across hundreds of financial institutions both domestic and international.

Volunteered to develop new client communications and connections that led to faster resolutions for investigations, and improved satisfaction overall.

Project manager for adjusting purchase trends and fraud matrix data enhancements

First USA Bank – Operations Coordinator 2000 – 2003

Lead member of the global operations center, providing support and MIS reporting for several operations teams, including the Office of the President.

Developed key metrics tracking as the database and reporting administrator – Aspect TCS subject matter expert and quality improvement mentor.

Addressed system issues with intensive tracking, clear resolution communications, and root cause analysis.

Coordinated as project manager leading several service areas together to create synergistic efficiency improvements through the use of one centralized software system

Blockbuster Video - Manager 1997 – 2000

Provided exceptional customer service on a daily basis that was represented in the highest quality “secret shopper” scores, and a noticeable difference, even amongst other franchise locations in the area.

Managing inventory, marketing, reporting and approximately 30+ customer service representatives

Helped open a new location and led the store to be #1 in the region with over $1 million in profit within the first year.

Education

Delaware Technical College

Computer Network Engineering

Delaware Valley Christian Academy

English Literature/Biology

Skills

I am an effective project manager and a motivated individual performer. I search for solutions from a broad spectrum of experience and focus on creating efficiencies in every aspect of my role. I meet or exceed all project deadlines, both personally and working with other teams. I seek to align my vision with that of my company to better adapt to each new challenge and improve processes every step of the way. I have strong analytical skills, and I am a quick, adaptive learner. I am proficient in all Microsoft Office products, and I have a keen ability to master proprietary systems and tools swiftly. I am incredibly efficient, and my organizational skills enable me to seamlessly multitask. I maintain a genuine sense of pride in my work, and have a driven work ethic. I have managed large, enterprise-level projects, as well as focused projects with aggressive timelines. I have over a decade of experience in a business analyst/project manager role in a varied technical spectrum. My work history spans retail, financial, call center, engineering and corporate identity protection in a number of well-known and successful companies. I am sought out to interact, bolster and revitalize many different departments and projects – this has led to me working with some of the following: HR, Payroll, Correspondence, IT, Dispatch, Customer Service, Credit Counseling, Training, Technical Writing, Billing, Pricing, Inventory, A&R and Desktop Support. I remain focused on overall goals while maintaining each individual deliverable. I excel in a dynamic, fast-paced environment and work well with people. I am dependable, dedicated and constantly challenging myself to improve. I apply myself immediately, and work to become the subject matter expert as quickly as possible.

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