Customer Service Project Manager

Bob Martin

*** *******

McKinney, TX *****

Home 972-***-****

Cell 214-***-****

Email: **************@***.***

CAREER SUMMARY:

• Project Manager with 20+ years of experience interfacing with multiple levels of client leadership.

• Experienced with all phases of Project Management and System Development Life Cycles.

• Complex problem solver, offering multiple solutions with detail analysis to determine the optimal solution.

• Industry expert in the areas of healthcare (15 yrs), employee administration (5 yrs), security (7 yrs), and transportation (10 yrs).

• Subject matter expert in Healthcare claims payment systems including provider relations, eligibility, and utilization review.

FORMAL EDUCATION:

Masters in Business Administration with Certificate in Leadership, Texas Tech University, Lubbock, Texas 2010

Certificate in Project Management, Collin County College, Frisco, Texas 2007

BS Computer Science, Texas Tech University, Lubbock, Texas 1986

EMPLOYMENT:

Dept. of Homeland Security, City, State

Lead Officer 2004 – Present

• Manage a team of 10 officers ensuring conformance to standards, procedures and policies

• Evaluate and mitigate risks and threats both real and fake

• Resolve customer service issues as presented.

Kohl’s Department Stores

Department Supervisor 2003 – 2004

• Managed a team of 5 employees ensuring their conformance to retail standards and customer service goals as set by the store management

• Resolved customer service issues by daily interaction

• Resolved accounting errors by validating retail stock on hand versus system inventory statements

EDS – Electronic Data Systems

Technical Delivery Team Manager 2000 – 2002

• Project Management of multiple simultaneous project areas including Health Benefits, Corporate Administrative Systems, Communications, Payroll, and Real Estate with an annual budget exceeding $1.5 million

• Managed all aspects of project from Initial startup to close down utilizing PMI and SDLC processes.

• Successfully transitioned ongoing production support project offshore to India.

• Built and supervised a team of 22 including all employee administration, implementing training and development to maximize potential and obtain desired results

• Utilized extensive technical knowledge and “hands-on” technical guidance ensuring productivity, budgets, and schedules meet company goals and objectives

• Volunteered for project cleaning up old profit/loss accounts resulting in savings of more than $1 million annually

• Member of the leadership team that implemented changes to the organization that allowed it achieve a SEI CMM level 2 assessment

Supervisor 1997 – 2000

• Project management tasks for teams up to 50 employees and contractors responsible for completion of the Year 2000 upgrade, Benefits Enrollment and Data Center migrations

• Conducted all aspects of personnel management and team compensation including hiring and firing

• Completed employee administration on multiple projects, trouble shooting, and providing technical guidance identifying and selecting appropriate methodologies

• Recognized for meeting and exceeding impossible deadlines through extra effort

• Promoted to supervisor due to comprehensive experience in health care systems administration and skilled project management

Systems Engineer 1989 – 1997

• Developed and maintained legacy enterprise systems for support of the various industries including Healthcare and Transportation

• Created a training program that became the basis of the new employee orientation

• Conducted performance reviews, compensation administration, and employee performance management.

• Project lead of multiple projects including the migration of healthcare systems, managed care systems, and moving reports from paper to new laser disk technology

• Volunteered as technical lead of the client server project

• Backup supervisor and mentor to new employees.

Technical Librarian 1986 – 1988

• Configuration management of multiple accounts being the central point for promoting changes to the test and production environments as needed

• Maintained system documentation ensuring that it was in sync with existing production system

• Reduced the accounts cost by over $20 thousand monthly in 60 days

ORGANIZATIONS:

Golden Key Honor Society, Since 2008

Project Management Institute, Since 2007

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