Project Manager Customer Service

PROFILE

A highly motivated, Senior Business Development and Program Manager with over 12 years of experience in the telecom, mobile, mobile apps and Internet services industries. Key strengths include: managing complex business-critical projects across multiple markets with multiple stakeholders and dependencies as well as leading teams to optimal performance, resulting in timely, within-budget results in even the most challenging situations. Rated "Exceptional" during four consecutive annual reviews.

DISTINGUISHING TALENTS

* Program and Product Management

* Conflict Resolution

* Market Deployment

* Negotiation Skills

* Team Building & Leadership

* High-Profile Client Relations

WORK EXPERIENCE

Nokia inc. 2003 - Current

Senior Manager, Market Development Global (based in US) 2011 - Present

Business Development

* Lead development of distribution partnership business model and ecosystem globally

* Solicited and provided customer feedback and competitor information to business program and Nokia overall

* Identified key executive decision-makers and operational stakeholders in partner/organization, built effective relationships and facilitated collaboration between Nokia and partners to achieve business objectives

* Identified, prioritized, negotiated and closed commercial agreements with distribution partners

* Worked with partner's key business drivers and created profitable business out of it

Rollout

* Evangelized service within various Nokia units to drive awareness and ensure smooth ramp-up of on-device app shipments

* Defined distribution roadmap and targets, establishing clear path to execution, revenue and profitability

* Ensured rollout of the app on Nokia, Windows, iOS and Android platforms

Program Management

* Worked closely with the R&D team to manage delivery roadmap and key milestones

* Lead collaboration with other Nokia Service lines based on business objectives for cross-service promotion and fluid consumer experience across Nokia Services

* Responsible for setting and meeting performance target for service uptake via app distribution channel

Senior Product Program Manager, Comes with Music Global (based in Finland & US) 2006 - 2011

Program Management

* Delivered cost efficiencies and time-saving initiatives ensuring optimal utilization of company assets, by managing diverse consumer needs across more than 10 high-growth markets globally

* Ensured timely capture of music revenues across multiple markets through aggressive coordination with several cross-functional global teams including R&D, Service Delivery, Sales, Marketing and Retail

* Created and executed roadmap for Comes With Music, which included effectively prioritizing Music-related initiatives within the Services Management team to achieve timely global deployment of Nokia's flagship Music offering

* Directly managed team of 8 to rollout Nokia Music Service globally

Product Management

* Spearheaded customization of the Comes With Music offering in India to ensure the product's viability and success, based on consumer and industry needs within an emerging market

* Planned and delivered the Internet Radio Service app and Visual Radio Service app on mobile to achieve widespread accolades from users and the investor community

* Worked closely with external "concepting" companies to come up with the new concept for content

Project Manager, Pre-Sales, Enterprise Solutions EMEA (based in Finland) 2005 - 2006

* Hand-picked to join Nokia's first "Direct Touch" team to oversee all technology enabler-related needs for Enterprise customers

* Increased Nokia's business solutions sales ten-fold through innovative partnerships and re-engineered end-to-end solutions to yield an agile internal structure based on customer needs

* Boosted customer retention by providing customized and cost-efficient resolutions for maintenance and management of Nokia Enterprise solutions for key customers, including: Deutsche Bahn, TNT and Philips

* Influenced key external decision-makers by hosting in-depth and comprehensive training sessions on technology architecture, scalability and compatibility-related issues

* Managed and delivered customized solutions for key accounts, including: Volkswagen Audi Group (Germany), Deutsche Bahn (Germany), Computer Links (Germany), TNT (UK & Netherlands), Metro (Germany), Pfizer (Finland), Volvo (Sweden), Philips (Netherlands), Cisco (UK, Netherlands), Accenture (UK), Sea Containers (UK)

Project Manager, S60 Multimedia Global (based in Finland) 2003 - 2005

* Managed a team of ten to achieve time-sensitive and budget conscious delivery of Voice Application Services, Audio & Video Codecs from remote development teams based in Dallas

* Steered product processes and quality improvement initiatives with suppliers, significantly reducing problems in all software releases and thus reducing time to market for Nokia devices

* Team succeeded in creating one of Nokia's top-selling multimedia phone series, including: 6600, 6630, 6680 and others

* Key Project Supervised Real One Player (Engine), Scalable Vector Graphics Tiny Engine (SVGT), Flash Engine/Player, SVGT Brower Plug-in, Browser Audio Plug-in, Advance Audio Controller, Audio and Video Codec's (Midi, MP3, AAC, .H263, M4A, AMR-NB, AMR-WB), VAS (Voice Application Service), Audio Adaptation, DevSound, Audio Policy, Audio Routing and DevSound Stub

Project Manager, Nokia Networks USA (Irving, TX) 2002 - 2003

* Managed AT&T wireless and EDGE GSM implementation

* Created market analysis for EDGE implementation project

* Worked on rollout issues with area project managers

Biz Technology Solutions, IT Consultant USA (Charlotte, NC) 2001 - 2002

* Provided IT solutions for small business owners including installation and configuration of ERP systems, document management systems and inventory control

* Responsible for up-sell of software and accessories for customers

G.E. (Industrial Systems), IT Project Manager USA (Charlotte, NC) 1999 - 2001

* Developed E-business User Interface design for customer ordering system

* Developed and maintained GE industrial system Intranet site

* Oversaw development and managed GE Industrial Systems customer service center intranet site

* Completed Greenbelt project, improving the process of customer inquires

EDUCATION

University of North Carolina, USA (Charlotte, NC) 1998 - 2002

Bachelor of Science, Electrical Engineering

Microsoft Certified Professional (MCP, MCP+I) USA (Charlotte, NC) 2001 - 2001

Six Sigma Certification in Progress USA (Charlotte, NC) 1999 - 2000

HONORS/ACCOMPLISHMENTS

* Rated exceptional four times in a row.

* Recognized multiple times for achievements in carrying out time-critical projects with high client satisfaction

* Fast-track promotions

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