Project Manager Customer Service

Gerard E. Valentino

*** ******* *****, ************, ** 43147

614-***-**** • u4hje9@r.postjobfree.com

Senior project manager with over 10 years of experience managing telecommunications engineering and construction projects, facilitating intelligence communication and coordinating multi-location technology based projects in the private sector and for the U.S. military. Proficient in driving project related process improvements, increasing personnel productivity, eliminating waste, and adhering to strict timelines and budgets in order to maximize revenue. Utilized AGILE, Waterfall and traditional project management methodologies depending on project specifications. Recognized ability for bringing together and leading large teams to achieve enterprise goals. Bilingual in English and Korean.

CORE COMPETENCIES AND COMPUTER SYSTEM KNOWLEDGE

Project Management ● Operations Management ● Needs Assessment ● Process Improvements ● Strategic Planning ● Critical Analysis ● Supply Chain ● Schedules & Timelines ● Crisis Management ● Training ● Cost Reductions● Client Support • Troubleshooting ● Customer Satisfaction ● Team Leadership ● Genesis ● Avaya ● Agent Admin● Microsoft Project ● Microsoft Power Point ● Sharepoint ● Microsoft Office ● Microsoft Excel● Microsoft Word ● IEX● AGILE●

HIGHLIGHTED CAREER ACHIEVEMENTS

• Process Expertise – Eliminated all missed orders at the Columbus Design Center (from an 11% miss rate) in less than 2 months, while reducing paid overtime 30%

• Team Leadership – While with the U.S. Army, led a project that utilized a team of 10 technicians during a 10-day operation that successfully completed 15 missions and more than 70 hours of intelligence collection

• Problem Solving – Reactivated inactive accounts for NBC television affiliate in Fort Wayne, IN, and secured one of the year’s largest advertising package commitments.

• Cost Control – Created a schedule change process that reduced employee post call idle time and decreased labor costs by $800,000.

• Personal Development – Excellence as a Platoon Sergeant led to a Direct Commission to 2nd Lieutenant

PROFESSIONAL EXPERIENCE

UNITED PARCEL SERVICE, Columbus, Ohio ● 2011 - Present

Operations Manager, Grove City Freight Center

Manager for a package handler team tasked with receiving, sorting and routing mail related packages and letters. Assured packages and other mail items are shipped in a safe and efficient manner based on a strict timeline in order to meet customer ship date commitments. Managed team member workforce efficiencies to assure daily metrics and deliverables are met.

• Served as the technical expert for the evaluation of a workforce management tool that was implemented and allowed for real time movement of agents and saved 500 labor hours per month

• Established a shipment receiving process that increased productivity by 40% by eliminated redundancies, clarifying processes and led to over $10,000 in weekly labor savings.

MEDCO HEALTH SOLUTIONS, Columbus, Ohio ● 2010

Operations Project Manager, Dublin Call Center

Workforce manager tasked with managing projects to assure defined metrics are successfully met. Led various change management and implementation projects in support of business needs. Evaluated risks and issues associated with project failure and determined contingency plans to assure compliance with agreed upon end user requirements. Managed diverse projects with multiple and often conflicting priorities across different lines of business while maintaining cost and meeting service deadlines. Used cost benefit calculations to determine whether new call center technology will lead to increased productivity.

• Managed a project that automated call center schedule management process and eliminated 30 hours of paid overtime per week that allowed team to exceed operational deadlines.

• Senior project manager for a process improvement team tasked with updating the company communications system that led to a decrease in the transfer of metric related data from several hours to less than thirty minutes.

• Changed call volume forecasting process that was 15% more accurate than previously used system.

• Implemented the use of Sharepoint to better facilitate communication between call center project managers.

• Utilized project management principles to identify a more efficient scheduling system for call center representatives that ultimately reduced employee post call idle-time by 22% and saved $800,000 in labor costs.

TIME WARNER CABLE, Columbus, Ohio ● 2009 – 2010

Project Manager/Supervisor, Midwest Regional Network Operations Center

Managed the workload and schedule for a team of surveillance specialists in the regional network operations center that monitored, maintained and coordinated the repair of fiber-optic based communications circuits on a 24/7 basis. Senior project coordinator for a committee that revamped regional operations team response to network outages and that brought diverse company departments together in order to quickly restore network service. Prepared and reviewed project scope, technology requirements and communication plans.

• Oversaw the creation of new work teams and workload distribution processes that increased productivity 30% and lowered alarm response time from three hours to one hour.

• Revamped group work process that increased time from detection of customer service outage until technician was dispatched by 25% through eliminating redundancies.

• Drafted standard operating procedures for monitoring cell towers that were distributed to and adopted by a 5-state region in the Midwest.

• Presented Network Operations Center metrics and pending project timelines during weekly conference calls and as required by department management.

• Led project team that transitioned the Network Operations Center from merely identifying network outages into the organization tasked with driving the divergent work groups to restore service in the shortest possible interval.

AT&T COMMUNICATIONS, Columbus, Ohio ● 2001–2009

Design Project Manager, Construction and Engineering

Senior Infrastructure Design Project Manager for a $3 billion advanced television project established to deliver fiber-optic phone lines and television into customer homes. Created standard operating procedures for a 75-person team assembled to design fiber-optic and high-speed digital-circuit construction projects. Established project timelines for pre-design work, blue print design and also managed workforce distribution based on fixed timelines. Tracked expenditures based on established budgets and held several weekly calls to assure that all parts of the telecommunication build remained on schedule. Recruited project team members based on their skill-set and value to making the project successful.

• Led state in engineering production, achieving a completion rate 75% over margin (compared to other design centers), putting the project 18 months ahead of schedule.

• Eliminated all missed orders at the Columbus Design Center (from an 11% miss rate) in less than 2 months, while reducing paid overtime 30%.

• Improved order intervals from 16 weeks to 6 weeks by introducing innovative design processes that reduced the number of departments involved in production.

• Developed reporting procedures that allowed the Columbus Design Center to keep track of internal costs which allowed the department to meet yearly budget goals for the first time in five years.

• Senior project manager for an Ohio design center task force that identified crucial gaps in the order processing standard operating procedure and led to a 33% decrease in missed orders statewide.

OHIO NATIONAL GUARD, Columbus, Ohio ● 2001–2003

Staff Officer, Communications (2002–2003)

Managed communication standard operating procedures, maintenance, and information security for a 700-soldier assault-helicopter battalion. Ensured that standard operating procedures were being followed. Supervised equipment maintenance and trained team and section leaders on proper equipment usage. While serving on battalion staff, worked with other staff officers to established timelines for training soldiers, maintaining unit readiness and adhering to established budget.

• Established the 1st unit-wide communication-equipment maintenance program.

• Identified and resolved 20 critical security issues while serving as Security Officer.

U.S. ARMY, Fort Hood, Texas ● 1997–2001

Operator Supervisor / Korean Linguist (2000–2001)

Under Top Secret security clearance, commanded a platoon of intelligence specialists responsible for the interception, translation, and evaluation of critical military intelligence material. Evaluated team members to determine training and development needs.

• Created and implemented standard operating procedures for the maintenance of a $1.8 billion computer system that streamlined the identification of system malfunctions.

• Led a team of 10 operators during a 10-day operation that successfully completed 15 missions and more than 70 hours of intelligence collection.

EDUCATION&TRAINING

Bachelor of Science in Political Science and History

Bradley University, Peoria, Illinois

Graduate, Korean Basic Course

Defense Language Institute Foreign Language Center, Monterey, California

Signals Interceptor Operators Course

San Angelo Air Force Base, Texas

Please contact me at 614-***-**** to arrange a face-to-face meeting so we can discuss my skills and experience in greater detail.

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