Project Manager Customer Service

Objective

I am seeking a challenging position in Program Development, Project Management, Business Analysis, Coordination, Administration, Technical Writer or related areas that would best utilize my expertise in the business environment. This position should have many opportunities for an aggressive, dedicated individual with the leadership abilities needed to advance. I offer several years of experience in project management, risk management, change management, implementation management, account management, research, marketing, administrative support, supply chain, and business development/analysis.

Profile

Motivated, personable business professional with multiple college degrees and a successful track record of profitable small business ownership and corporate / project management and project implementations. Talent for quickly mastering technology – recently completed Microsoft Office Suite certificate course. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports meeting stringent guidelines.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

• Self-starter. Expert in business management, process engineering, project management with enormous experience in hands-on applications including financial analysis, risk mitigation, technical documentation & design, project development, IT testing and implementation of software applications.

• In-depth knowledge of SDLC (Software Development Life Cycle), Visio UML Modeling, managing remote teams.

• Experienced in the following Project Management skills:

o Planning, estimating, organizing, coordinating and executing activities without supervision.

o Proven to manage multiple assignments and priorities.

o Proven ability to effectively communicate at all levels within an organization.

o Proven ability to analyze complex business problems, propose effective solutions and apply vision and direction to address situations.

• Rational Unified Process (RUP); risk analysis engineering, data modeling / mapping.

• Familiar with current industry standards, such as Lean Manufacturing and Just-in-Time Manufacturing (Kanban).

• Adept at reducing development costs and providing traceability of projects.

• Excellent communication, analytical, interpersonal, and presentation skills; expert at managing multiple projects simultaneously.

Skills Summary

Project Management

Risk Management

Report Preparation

Written Correspondence

Financial Review

Work Flow Analysis

Microsoft PowerPoint

Microsoft Project Share Point

Computer Savvy

Visio

Customer Service

Scheduling

Marketing & Sales

Microsoft Excel

Manhattan PkMSl Insurance Billing

Accounting/Bookkeeping

Technical Writing

Professional Presentations

Gap Analysis Preparation

Data Modeling & Testing

Microsoft Access

SAP R/3 / APO

Professional Experience

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY

Author professional correspondence to customers and vendors with tight deadlines.

Conduct small-group sessions on meditation/relaxation techniques.

Communicate all project management related status reports and design / implementation processes to team members and executive sponsors.

CUSTOMER SERVICE/MARKETING/PROBLEM SOLVING

Established laboratory operations and provide impeccable customer service:

o Built a clientele supported by 100% referral business.

Develop and implement strategic marketing plan for business:

o Launched a thriving private laboratory practice, building revenue from $0 to over $2.1M in first three years with minimal overhead.

o Create special promotions, write/design print and sales / marketing advertising, and coordinate all media buying.

DETAIL MASTERY & ORGANIZATION

Manage all aspects of multiple day-to-day operations as Project Manager & Business Analyst for on-site and remote contract jobs:

o Detailed project management & risk management documentation.

o Detailed daily and weekly communication sessions with business leaders and project executives.

Employment History

Project Manager – Atlanta, Georgia 2012

Led multi-state supply chain / distribution center relocation consolidation project for a major US company.

• Conducted and implemented risk management / mitigation plan with key business leaders to reduce all project related risks.

• Interfaced with executive management to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).

• Liaised with business and functional owner during risk mitigation plans development and implementation,

• Led project management high-level review sessions to derive and execute action plans, meeting deadlines and standards.

• Used Waterfall and BMI project management methodology. Project included creating design document creation & end-user interface and training.

• Interfaced with business users to prepare and update Business Process Requirements (BPR) and Software System Requirements.

• Prioritized outstanding problems, ensuring accuracy and deadlines were met.

• Performed GAP analysis of business rules, business and system process flows, user administration, and requirements. Ensured all changes met compliance requirements.

• Developed use case for new product functionality.

• Applied change requests, versions, and addendums

Business Analyst - Atlanta, Georgia 2010 – 2011

Conducted employee and executive interviews to develop documentation of current state processes and submit to client for development of a best practices GAP analysis and implementation. Project included detailed audits of operational and financial supply chain operations and preparation of process maps and documentation pertaining to all aspects of current demand planning applications in SAP-AOP within the company. Locations included Boston, Chicago, Austin, and Orlando.

• Liaised with management and functional owner during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

• Interfaced with executive management to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).

• Performed GAP analysis of business rules, business and system process flows, user administration, and requirements. Ensured all changes met compliance requirements.

• Ensured all artifacts complied with corporate SDLC (Systems Development Life Cycle) policies and guidelines.

• Updated weekly Executive Reports to management

• Documented Software System Requirements (SSR) and BPR for IT team members.

• Applied change requests, versions, and addendums.

Independent Supply Chain Business Development 2008 - 2010

Conducted numerous business reviews including documentation within several companies to identify and develop an overall growth strategy to support current and new customer’s logistics and distribution needs. Conversion included collecting, analyzing documenting and communicating all business and functional designs for highly complex business requirements requiring design or integration of technical solutions that may cross multiple functions of the business.

Managing the completion of detailed written business requirements and functional designs for supply chain functions including data entry, billing, invoicing, order management, inventory and all driver settlement processes. Facilitated identification and documentation of technical, functional and business requirements and specifications.

Ensured all project deliverables were completed on time, within budget, and with the highest level of quality. Tracked and report on project and deliverable status and manage variances; prepare weekly project status reports, post mortem reports and other project communications or presentations as needed.

Business Analyst – Atlanta, Georgia 2008 - 2009

Led multi-state software development & conversion for 3PL customers direct to home delivery network. Used Waterfall and BMI project management methodology. Project included creating design document creation, heavy IT system design & end-user interface and training.

• Liaised with business and functional owner during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

• Interfaced with business users to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).

• Created test cases and test scripts.

• Ensured all artifacts complied with corporate SDLC Policies and guidelines.

• Prioritized outstanding defects and system problems, ensuring accuracy and deadlines were met.

• Performed GAP analysis of business rules, business and system process flows, user administration, and requirements. Ensured all changes met compliance requirements.

• Developed use case for new product functionality.

• Responsible for help desk to address end user's needs.

• Updated SOPs as necessary

• Documented Software System Requirements (SSR) and BPR for IT team members.

• Updated System Change Request (SCR) forms for Product Data Management (PDM).

• Traced test cases and functional specifications to SSRs and BPRs

• Applied change requests, versions, and addendums.

Business Analyst - Atlanta, Georgia 2007 - 2008

Led successful implementation of Enterprise Resource Planning software and advanced planning and scheduling tools in a large food retail operation (startup) in Chicago for Ryder.

Independent Business Development Consultant 2005 - 2006

Demand Planning & Forecasting, Inventory Optimization, Order Life Cycle Management, Warehouse Management/ Inventory Management Project - documentation current state process and developing best practices GAP analysis and implementation.

VP Distribution & Transportation- Lesco, Inc., Strongsville, OH 2002 – 2004

P&L responsibilities consist of a $54M operations budget; direct & indirect reports consisted of 250 employees nation-wide. Led all IT project development and implementations including;

Customer Relationship Management- developed specifications for all CRM functionality in the company including implementation, testing and go live.

Warehouse Management Systems- Developed and implemented all WMS functionality including implementation and testing. Transportation Management Systems- developed and implemented all TMS functionality including implementation and testing.

Procurement/ Production Planning & Forecasting – Developed and implemented all GAINSystems development and implementation including testing. Integrated $138M annual inventory portfolio into a single MRP system (GAINSystem) providing greater efficiencies throughout supply chain operations reducing inventory costs annually by $26 million dollars.

Designed and implemented a $33M transportation network integrating 125 company owned tractor/ trailer units, hundreds of procured freight carrier units and 225 private fleet vehicles into one logistical network providing next day delivery across the US. Responsible for all carrier negotiations and contracts.

Director, Distribution & Systems Engineering- Henry Schein, Melville, NY 2000 –2002

Managed the Corporate Engineering Department including Industrial Engineering, Operational Metrics & Analysis Group, Budgeting, Warehouse Systems IT Group

General Manager - Cintas Corp., Mason, OH 1997 –1999

Directly responsible for two multi-shift distribution centers totaling over 273,000 sq. ft. with 220 employees servicing 6 regional distribution centers and over 250,000 customers annually.

Education

Bachelor of Science- Industrial Management, Georgia Southern University, Statesboro, Georgia

1992 - 1995

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