Customer Service Project Manager

PROFESSIONAL SUMMARY

Highly motivated Professional with demonstrated technical and business aptitude. Proven track record of successful projects employing skills in analysis, research, and budget preparation. Strong technical understanding to compliment business acumen for successful implementations. Innovative project leader accomplished in team development through performance assessment and recognition, able to plan and to communicate with all levels of staff, management, and internal and external customers. Specific expertise in:

TECHNICAL SKILLS

• Forecasting/Budgeting • Training/Policy & Procedure Development • Project/Account Management

• Technical Implementation • Business Planning • Contract Compliance

• Oral and Written Presentation Skills • RFQ process for Asset Procurement • Data Analysis

Operating Systems Windows 2000/XP/2000 Server/Sever 2003/2008 Server/VMWare/ArcServe

MS Office Products 2000/2003/2007 Excel, Word, PowerPoint, Project, Access, OneNote

Databases SQL*Plus, Oracle, Access, SQL

Hardware Cisco Switches, Routers, and VoIP Equipment, Servers, SAN,

Other System Development Life Cycle (SDLC)

SELECTED ACCOMPLISHMENTS

Application Development: Directed an effort to create a technology-based solution by analyzing customer input to determine business need resulting in a web-based solution for Lockheed Martin using SDLC, ASP, and Access Database.

Financial: Successfully administered a departmental budget of $2.4M in dynamic non-profit environment where budget reductions were required quarterly. Successfully projected fiscal year budget within $50 of actual for two consecutive years.

Operations Management: Personally directed management of building maintenance franchise with annual sales in excess of $1 million.

Cost/Inventory Control: Designed and implemented ordering process for all supplies while maintaining strict budget control. Implemented efficiency standards resulting in reduction of labor cost. Negotiated vendor contracts for supplies and services.

Personnel Management: Launched staff training center to improve operational efficiency resulting in increased profit from 18% to 27%. Achieved franchise goal of reducing staff turnover by initiating and administering an incentive program resulting in 5% turnover reduction.

Customer Service: Directed customer relations program, which launched companywide monthly survey, resulting in an increase in customer retention.

Vendor Relations: Successful management of multiple vendors related to Investment based applications, such as Aqua, Bloomberg, INDATA, NYSE, Thomson Reuters, and others.

PROFESSIONAL EXPERIENCE

LUTHER KING CAPITAL MANAGEMENT – Fort Worth, Texas 2003 – Present

Systems Analyst/Administrator

• Manage multiple locations in Fort Worth, Haltom City, Dallas, and San Antonio.

• Maintain vendor relationships to support investment industry applications, such Bloomberg and Thomson Reuters

• Analyze financials and recommend system wide upgrades based on business needs and budgetary constraints

• Create and maintain IT policies and procedures to include Business Continuity Planning and Disaster Recovery

• Perform and maintain system backup strategy and recovery procedures

• Maintain data files and monitor system configuration(s) to ensure data integrity

• Maintain all IT assets including lifecycle management from procurement to retirement

• Manage all hardware related issues with VoIP phones, routers, switches, servers, laptops, and workstations

• Maintain and troubleshoot all system problems utilizing various resources for resolution management

DFW INTERNATIONAL AIRPORT – DFW Airport, Texas 2001-2003

Project/Administrative Coordinator

• Managed multiple projects for Business, Facility, and Transportation sections of the Planning department

• Managed support personnel responsible for implementing all administrative functions with the department

• Provided direct support to Airport Board, C-Level Executives, Vice President and Assistant Vice President of Planning

• Developed, analyzed, forecasted, and administered $2.4M fiscal year budget and evaluated contract compliance

• Selected for Terminal Evacuation/Emergency Response Team, Holiday Helper Program and Diversity Committees

KNOWLEDGE BROKERS, INC. – Carrollton, Texas 1999-2000

Technical Support Rep

• Analyzed hardware configuration issues and executed solutions via telephone

• Authored technical cases for Online Help program

COMP USA – Hurst, Texas 1999-2000

Front End Lead

• Managed front end operations to included customer returns, and cashier support

CONVERGYS – Cincinnati, Ohio 1996-1998

Production Supervisor

• Co-Managed call center with 850 customer support reps supporting our contract with DirecTV

• Chosen to supervise a staff of 30 help desk specialists to support CSR’s and reduce call times

• Planned, designed and implemented tracking procedures for processing each call using several methods including Excel, Word, and Access

• Tracked, compiled, and analyzed data to develop training materials, which enhanced performance of customer service representatives

• Recognized for error free financial billing reports and achieved Supervisor of the Month

SCOTT’S SERVICES – Cincinnati, Ohio 1991-1996

Owner Operator

• Established Business Plan for multi-service building maintenance company

• Maintained sales, customer service, administration, personnel, and all day to day management duties

EDUCATION SUMMARY

1999-2003: DeVry University Bachelor of Science in Computer Information Systems – GPA: 3.9/4.0

2008-2009: TCU Neeley School of Business – MBA 2009 GPA: 3.83/4.0

EDUCATION ACCOMPLISHMENTS

DeVry Dallas Honor Society

Jack David Armold Bronze Honors Medallion

Distinguished Student Award

Charter President, Jack David Armold Honors Program Alumni Association

DeVry University Presidents Roundtable Student Representative (Dallas/Irving campus)

Senior Project (Acting Project Manager): SDLC, ASP, and Access Database for Lockheed Martin Aero

TCU Neeley School of Business – Dean’s List for Entire Program

OTHER ACHIEVEMENTS

Selected as student speaker for DeVry commencement ceremony at Univeristy of North Texas – June 2003

Who's Who Among Students in American Universities and Colleges, DeVry University - 2002

National Outstanding Employee Award, Environment Control - 1989

Mobile Electronics Specialist Magazine, Top 100 Installers, Audiovox Midwest Corp. -1987

Contact this candidate