Project Manager Customer Service
Resume:
Lois Young
**** **** ** *********, ** ***** ● 919-***-**** ● ******@*****.***
WEB DEVELOPMENT/DESIGN PROJECT MANAGER
Highly motivated and detail oriented professional with strong leadership and communication skills. Has a solid background in computer troubleshooting, HTML and Web product marketing. Has a proven track record of meeting or exceeding company goals and objectives. Able to work alone, unsupervised, or as a team player. Has an entrepreneurial spirit within a large organization.
PROFESSIONAL EXPERIENCE
Customer Service Rep: Convergys November 2011 – July 2012
Responsibilities:
• Support Smart Phones data features and connectivity
• Answer incoming calls from customers
• Escalate hardware or software issues
• Provide excellent customer service in a timely manner
Sales: Trig Web Design April 2011 – Present
Responsibilities:
• Meet with clients to establish requirements.
• Write Proposals to ensure clients of the price of their website.
• Write contracts for clients that accept bid price through proposals.
Project Manager: 123triad.com June 2010 – April 2011
Responsibilities:
• Meet with clients to establish requirements.
• Insured the Web Design/Builders team in India understands the requirements the client was requesting on their web sites.
• Review layouts to insure they fill requirements
• Review sites for typos
• Give feedback to clients on web design if what they are requesting doesn’t fit to site.
• Sales – Add on products such as hosting.
• Training on Word Press, Text Editor, Photo Gallery, and shopping carts/e-commerce.
Notary Public: State of North Carolina April 2010
Business Manager: Beau Tye Industries July 2009 – April 2010
Responsibilities:
• IT support including virus removal, data recovery, database data entry, and support.
• Business advertising and marketing (online and print).
• Create quotes, estimates, work orders, invoices, order parts, and tender payments.
• Bookkeeping duties including bank deposits, credit card/debt card receipts, paying company bills and inventory control.
• General cleaning of shop.
Claws to Paws Pet Services, Owner, Raleigh, NC December 2005 – Present
Responsibilities:
• Insure the safety and care of client’s pets and home.
Project Manager, Intelligent Community November 2008 – April 2009
• Volunteer for a work at home company
• Data entry of clients information
• Ensure work is completed by other workers
Web Developer, Email Data Source September 2008 – December 2008
Responsibilities:
• Updated EDS website
• Updated database with companies
Web Administrator, Parker-Lowe & Associates, Washington, NC November 2007 – February 2008
Responsibilities:
• Updated Register of Deeds HTML web sites for 12 counties.
• Customer Support for Web sites.
Web Production Lead, Sage Solutions, Inc NY City August 2006 – June 2007
Responsibilities:
• Web Project lead for IBM System i in RTP
• Insured the Web Builders team in Brazil understood the requirements the client was requesting on their web sites.
• Coordinated with EMEA countries to insure timely translations of new content.
Technologies: Teamsite (Interwoven), HTML, XML, Flash
Web Developer, Clean Design, Durham, NC July 2006 – August 2006
Responsibilities:
• Redesign of the John Deere Watah web site within the teamsite (Interwoven) environment.
Technologies: Teamsite (Interwoven)
Free Lance Web Developer/Designer, Beachead Technologies, Raleigh, NC March 2006 – May 2006
Responsibilities:
• Convert html to xml for Spectrum IEEE, an online and print technology magazine.
• Maintain Blogs and remove spam.
Selected Achievements:
• Completed articles and graphic images for 1500 pages in 3 weeks.
• Cleaned 1500 spam from Blogs in 3 hours.
Technologies: HTML, XML
Web Developer/Designer, GlaxoSmithKline, RTP, NC February 2006 – March 2006
Responsibilities
• Developed the layout for a ergonomics community web site using Plumtree.
Selected Achievements:
• Learned Plumtree development in three days.
• Wrote a quick start manual for easier, quicker usage of the system for new employees.
Technologies: Plumtree
IBM, RTP, NC Sept 1993 – Sept 2005
Web Developer (1999 – 2005)
Responsibilities:
• Maintained and produced new pages for 4 websites, 3 external (HTML, XHTML, and Linux content management system) and 1 intranet (xml and PHP on Linux) website.
• Documented all changes.
• Ensured accessibility and security for external sites.
• Coordinated with clients, content editors, and graphic artists.
• Documented processes for each site.
• Worked with html, JavaScript, PHP, Teamsite, and Linux content management system.
Selected Achievements
• Rescued a last minute entry into an expo. Ensured registration and participation by assembling content and implementing the registration site within 3 hours. Convinced another department to waive its 5 day requirement and begin taking registrations the next day.
• Troubleshot problem with Linux Content Management System that prevented data entry people from posting a revenue-generating event. Quickly discovered that the error was in input, corrected it, and published the page.
• Corrected failure of Linux Content Management system affecting 30 departments. Discovered that the server had not been set up to warn users of password expiration. Reset the password and set up the email function to give 14 days notice of password change.
• Took the initiative to redesign and update content of the external Linux software website, which had not been changed for 3-4 months. Located content manager who appointed a new site owner.
• Upgraded the internal Linux site to get a more up-to-date design at a less expensive rate than previous while still maintaining open source operating system. Researched and tested open source alternatives. Selected PHP.
• Redesigned the z Series website to look and feel based on corporate requirements. Used include files to reduce workload in updating uniform resources. Reduced costs of updates.
• Ensured that upgrades of operating systems did not interfere with the function of the content management system. Tested every function of the system after each upgrade.
• Ensured compliance of accessibility by all visually or hearing impaired persons as required by law for all internal and external websites. All sites passed audit review.
Technologies: Linux Content Management System, HTML, XML, PHP, Javascript, Photoshop, Dreamweaver, WinCVS.
Lois Young
1137 Hart Rd Louisburg, NC 27549 ● 919-***-**** ● ******@*****.***
Translation Coordinator, (1996 – 1999)
Responsibilities:
• Managed projects for 12 EMEA countries translations testing for ThinkPad.
• Wrote test scripts.
• Provided technical support.
• Ensured all translations were included in the final image.
• Coordinated logistics for collecting and shipping files to countries for translation.
• Maintained schedules for the work of 12 people.
Selected Achievements:
• Reduced testing time for 3 models from 12 to 3 days. Saved travel and lodging costs for testers. Created test scripts that sped up the schedule. Created and implemented a standard policy that all images would be tested prior to the translation schedule using test scripts.
Technologies: HTML
Associate Systems Requirements Coordinator (1995 – 1996)
Responsibilities:
• Created a help center webpage based library of ThinkPad solutions.
• Did graphic design.
• Entered page images into Access database.
• Entered text into DB2.
Selected Achievements:
• Awarded a bonus for creating the help center webpage before deadline.
Technologies: MS Access, DB2, Photoshop
Floor Leader, Survey Group (1993 – 1995)
Responsibilities
• Supervised 12 surveyors.
• Assigned workload.
• Created charts for hit ratios of customers contacted.
Selected Achievements:
• Worked with programmers to develop a new survey tool that increased the number of customers contacted. Achieved the 30% goal in customer satisfaction surveys.
Technologies: DB2 SQL Query
EDUCATIONAL/PROFESSIONAL QUALIFICATIONS
Bachelors of Business Management, Kaplan University – currently enrolled
AA, Business Axia College, (University of Phoenix), Phoenix AZ (incomplete)
Certificate in HTML, Wake Technical Community College, Raleigh, NC
TECHNICAL SKILLS
PHP Microsoft Word
Microsoft Excel HTML
XML CSS
Lotus Notes Plumtree
Dreamweaver WinCVS
Adobe Photoshop CS2 Microsoft PowerPoint
Adobe PDF CS2 Linux Content Management System
Interwoven/Teamsite Lotus Millennium
APA and Chicago writing formats JavaScript
DB2 SQL queries
WordPress Web 2.0
Lois Young
1137 Hart Rd Louisburg, NC 27549 ● 919-***-**** ● ******@*****.***
REFERENCES
Kenneth M. Godfrey – 914-***-**** – ********@**.***.***
Barry Mittelman – 914-***-**** – *******@**.***.***
Victor Valle – 919-***-**** – ******@**.***.***
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