Project Manager Customer Service

August Maria Stoner Raleigh, NC

PROFILE

Exceptional leader with dynamic verbal and written communication abilities. Positive change agent with a diversified background focused on analytics, research, data analysis, process improvement, project management, and leadership. Clear understanding of diversity, inclusion, and retention. Depth of knowledge in creating surveys, assessing data, and providing favorable solutions. Ability to write in a clear and concise manner to appeal to specific audiences. Encompass an all things are possible attitude that encourages team members to have buy-in for needed projects. Emphasis on managing processes to lower unnecessary costs and increase overall bottom line, in addition to increasing efficiency. Able to handle multiple tasks/high stress atmosphere, creative approach to problem solving and change management.

EDUCATION

Present Colorado Technical University

Doctorate of Management: Organizational Development and Change

January 2010 Wilmington University

Master’s: Human Resources Management

Master’s: Organizational Leadership

May 2002 University of Delaware

Bachelor’s: English, Business and Technical Writing Minor: Legal Studies

WORK HISTORY

Sodexo, December 2011-Present: Senior Market Research Analyst

Manage, create, administer, and analyze the Sodexo CARES SpeakUp! Employee Engagement Survey. Serve as project manager for the online transition of the survey, and as the Subject Matter Expert for other engagement surveys across divisions. Manage Research Vendor; serve as a consultant to HR and senior management. Prepare research initiative reports and presentations. Assess and implement needed change for processes, provide creative solutions, and serve as a technical expert on the organization’s in-house survey system. Educate frontline employees about the importance of engagement and discuss actionable steps to invoke change. Serve as project lead on additional HR, Healthcare, and Senior Living research initiatives. Provide training and coaching as necessary as it pertains to employee engagement and action plans.

AstraZeneca, July 2009-August 2011: Sourcing Partner/Recruiter

Provided creative recruitment sourcing for challenging executive/upper management roles within the US, Canada, and the UK using Boolean search, social networks, etc. to engage passive candidates and build talent pipeline (R&D, Marketing, Operations, Finance, Communications, HR, Management, Executive). College recruitment and company global Rotational program. Conducted interviews. Provided research to upper management about various aspects of HR function (diversity/relocation/outsourcing). Completed data analysis of characteristics of exceptional candidates for Sales Team. Analyzed data and prepared presentations for talent development North America workforce strategy. Coordinated Global hard to fill roles recruiting strategy. Completed full-cycle recruiting and diversity recruiting. Wrote communications for global HR Marketing team. Managed company Facebook page. Served on planning committee for Disability Awareness Day, presented to students and faculty.

New Destiny Fellowship, November 2009-Present: Director Strategic Planning-Young Adults

Serve as lead to enhance, grow, and transition organization to have focus on the “future” (ages 20-39) church. Develop leaders within the young adults to transition into essential roles. Plan events to provide a social aspect of their experience in addition to implement an educational arena to aide their spiritual growth. Work closely with founding Pastor to create an atmosphere that is conducive of all ages. Serve as advisor to current leaders on interaction with generations X and Y. Consult national churches on how to implement processes to engage young adults to ensure the future success of their organizations. Work with marketing teams as an advisor on how to best promote programs. Serve on planning committee for yearly international conference of churches to ensure creative and educational interactions for young adults.

Citigroup, December 2007-October 2008: Senior Global Loans Analyst /Trainer (contract role)

Investigated all necessary issues to ensure a strong relationship with investors. Provided trend tracking to management in order for the customer service team to provide quality service. Scrutinized, prepared, and completed compensation claims for delayed payments. Provided audit confirmations to investors about their positions to help avoid trade discrepancies. Revealed errors that recovered over $500,000. Trained new employees to complete audit confirmations, investigations, and compensation claims. Served as the department process consultant to leverage efficiency and accuracy. Maintained data spreadsheets and databases.

ISM, March 2006-December 2007: Researcher/Writer and Senior Survey Specialist

Provided extensive research about topics that enhanced private and independent school management. Served as Project Manager for detailed research projects to provide cutting edge research to establish better services for our clients. Wrote articles in a clear concise manner for company publications. Designed and analyzed client surveys on a monthly basis. Surveys generated over $150,000 in company revenue, which brought forth over $200,000 in revenue from other services recommended. Wrote detailed reports of my findings and provided solutions to improve employee engagement, leadership, and customer service within private schools. Communicated with clients annually to advise which services were needed. Was responsible for acclimating new employees to the company. Trained new hires how to utilize survey program, create, and analyze surveys. Proofread marketing materials and publications. As the Chair of the Diversity Committee, I planned programs to encourage diversity throughout the company, and to help employees venture outside of their comfort zones. Created and managed training to help employees be sensitive to our clients. Served as process improvement consultant to executive team for company expansion.

CIGNA International, May 2004-March 2006: Senior Quality Assurance Specialist/Trainer

Ensured quality customer service was provided to a variety of clients via monitoring approximately 75 customer service representatives. Met with the representatives on a consistent basis to provide necessary updates on their performance levels. Did one on one auditing/training to assist in areas that needed improvement. Wrote detailed reports, assisted with training. Managed the Rewards and Recognition process. Wrote training manuals, did UAT testing, and wrote test plans. Provided trend tracking and served a process consultant on projects. Served as Project Manager for the organization’s feedback process to allow quality department to give weekly feedback versus monthly. Project manager for implementation of Verint (monitoring tracking system).

Chase Bank, May 2003-May 2004: Dialer Analyst

Monitored a percentage of all campaigns run for each site in the Collections and Telemarketing Departments. Reviewed auto dialer call selections, phone strategies, and job run verification screens in order to ensure all campaigns were in compliance with national and department strategies, as well as federal regulations. Provided feedback to system technicians responsible for running campaigns. Analyzed the statistics of the system technicians on a weekly basis. Managed the system support hotline and local e-mail database. Troubleshoot desktop and technical issues on the production floor. Communicated with upper management about the quality assurance process and trend tracking. Created standard operating procedures of Dialer Analyst process to assist with the timely transition of new employees. Trained new hires. Maintained data spreadsheet utilized for legal and trend tracking purposes.

New Roads, August 2002- March 2003: Quality Assurance Specialist/Trainer (contractor)

Ensured quality customer service was provided to a variety of clients via monitoring approximately 300 customer service representatives. Met with the representatives on a weekly basis in order to provide necessary updates on team and individual performance levels. Overall quality increased from 80% to an average of 94%. Did remote monitoring sessions and wrote detailed reports of each session. Conducted large and small training classes on a variety of products/topics. Implemented ways to motivate and reward representatives to continue to meet criterion. Handled escalated phone calls. Supervised 12 agents and provided bi-weekly statistics. Recruited new customer service representatives.

University of Delaware, May 2001- May 2002: Resident Assistant

Enforced rules/regulations, provided educational/social programs for residents to attend. Did data entry, advertisement, counseling sessions as needed, monthly meetings to ensure well-being of students, and served as liaison between students and faculty/staff. Served as Project Manager for the newly created Minority Student Network (focused on campus diversity)

Church of Deliverance, July 1998 – October 2009: Youth Pastor

Responsible for the marketing strategy of the youth department. Director of the strategic planning committee. Created and monitored the church education segment. Facilitated new members and leadership class. Planned and monitored yearly budget for organization. Served as Pastor in absence of founder. Supervised team of 7 people.

Community Activities

Associate Pastor, Youth Mentor, Ronald McDonald House Volunteer

Computer Skills

QuarkXPress, Unix, Netscape, Meridian, Center Vu, Diamond, Epiphany, Verint Ultra, SurveyPro, PEGA, Recon, Flexcube, Business Objects, Microsoft Office Suite, Recruitment: RecruitPoint (ATS), WebRecruiter (ATS), People Soft, NACELink, Monster, CareerBuilder, Payroll, Dashboard (surveys)

Courses Completed

Six Sigma Yellow Belt, Business and Technical Writing, On-line Web Design, Communicating as a Leader, Dynamics of a Leader, Workplace Diversity, Essential Project Management Tools, Six Sigma Awareness, Communicating Better with Your Team, Coaching Skills, Leadership Foundations, Group Processes and Facilitation Skills, Communication for Leaders, Leadership and People, Decision Making for Leaders

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