Project Manager Customer Service

STEVEN CALLOWAY

PMP

CELL: 214-***-****

Email: wj74l6@r.postjobfree.com

PROJECT MANAGER

Highly self motivated, customer focused leader with expertise in services delivery, managed support, and project: organization, implementation, and management with extensive experience in large complex communications projects involving Converged Solutions, Unified Communications, VOIP architectures, Wireless, and Networked Solutions. Managed Fortune 500 Enterprise projects focusing on project planning, implementation, management, and vendor–client relationships. Effectively manages all aspects of client support and project life cycle management. Using structured project management processes with project planning tools such as PMI (PMP) and project problem solving and performance improvement tools within Lean Six Sigma to reduce errors and increase value. Excels in scope management, budget/cost control, project performance, time goals, quality control, human resource management, risk assessment, and procurement. Consistently performs at a high level by taking the initiative and responsibility with minimal supervision to resolve problems and anticipate needs to achieve business objectives effectively. Delivering results, developing strong customer internal/external relationships, and a proven track record of managing multiple accounts simultaneously.

KEY CAPABILITES AND STRENGTHS

RELATIONSHIP AND RISK MANAGEMENT

* Proven track record, experience, and strong ability to resolve issues and handle critical escalations resolution with high visibility and high-pressure projects. Negotiate and manage customer expectations and relations during crisis.

* Demonstrated ability to multi task and manage complex program and project requirements, prioritize, respond, and follow up on issues where standard procedures/ processes exist.

* Initiated and solved complex technical issues, demonstrating problem solving and analytical skills. Collaborated with other teams, departments, and organizations to analyze and respond to issues.

* Monitored scope delivery, service agreements, and issue management processes, which involved escalating issues, controlling variances to budgets, schedules, and resources when and where necessary. Analyzed time, cost, and schedule reports for trends to identify opportunities and resolve issues.

PROJECT MANAGEMENT

* Effectively managed multiple strategic multi-million dollar accounts simultaneously, including companies nationwide and or world wide role outs involving coordination over different cites, states, and countries.

* Orchestrated and coordinated highly technical and complex projects within time frame and budget.

* Facilitated and managed change order process with key business stake holders to ensure that scope creep and deliverables were met within milestones.

* Provided the flexibility and conduit for negotiations during project obstacles between vendors and customers.

* Negotiated with key procurement individuals to ensure the SOW & SLA was in line with cost and deliverables.

* Developed project plans specifying goals, strategy, staffing, scheduling, identification of risks, contingency plans, and allocation of available resources. Identified and scheduled project task, milestones, and deliverables.

* Conducted project meetings to communicate individual roles, project expectations, and ensure that all project team members have the tools and training required to perform effectively. Monitor projects on an ongoing basis to evaluate progress, quality, and issue resolution to resolve any issues that are project impacting related to completing priorities and constraints.

COMMUNICATION MANAGEMENT

* Communicated with project sponsors, upper management, functional managers, customers, and vendors to ensure awareness, status, and visibility of project. Responsible for communicating change control/management, escalations, testing, and support services with respect to project SOW. Manage the control of project execution assessing performance and developing action plans to address performance deviations. Act as an interface with internal and external project groups. Provided action plans to mitigate risk and help implement them, when applicable.

* Worked with department Managers to ensure proper operations turnover of resources and updates of project performance. Lead the post-implementation review evaluating project results, lessons learner, including client satisfaction.

* Knowledge of outsourcing methodologies and operating models, working with professional services firms, vendors, internal and external customers, and developing relationships.

PROFESSIONAL EXPERIENCE

eLoyalty (CISCO SYSTEMS ) , Dallas, TX 2010-PRESENT

Project Manager/Implementation Manager Cisco VOIP Solutions

Management and direction of multiple, large, complex projects with a focus on VoIP architecture solutions and products.

Responsible for leading the overall implementations of projects and managing relationships with clients, which involves frequent and direct contact with senior level managers and executives to provide project direction and progress. Development and delivery of status reports that clearly articulate project progress, risk, and financials to clearly communicate the state of the project to clients and management.

Provide leadership on high-revenue projects of high complexity - responsibilities for leading multiple teams, managing vendors, numerous products, and services delivery over multiple locations.

Identifying and measuring metrics to capture project performance throughout project life cycle by utilizing PMI and Lean Six Sigma practices to ensure projects are implemented on time and within scope.

Negotiating and customizing SOW and service agreement contracts (SLA/MSA) specific to client

requirements and business objectives. Manage client relationships and services to support the growth of the business relationship and success.

Review of project/program financials to monitor and control impact of variations in schedule, budget, and scope/change control.

Proven Abilities:

* Strong business acumen in planning, organizing, information integration, and decision-making ability to achieve results while focusing on customer requirements, services, and business success.

* Proven ability to work under pressure, to tight timeframes, and tackle multiple competing priorities.

* Work across multiple teams and operate effectively in a matrix organization with a proven ability to focus on the key deliverables relevant to each process/task owner.

* Possess excellent communication, negotiation, customer interfacing, leadership, and management skills.

AVAYA COMMUNICATIONS INC., Coppell, TX 2001 – 2009

Project Manager, Enterprise and Contact Center Solutions

Planned, directed, and coordinated activities on major enterprise level and contact center IT projects and program implementations simultaneously. Involving Converged Solutions of TDM to VOIP telecommunications infrastructures over packet switched networks and LAN/WAN solutions involving multi-site networking: involving coordination in multiple cities, states, and countries. Utilized on a daily basis SAP to coordinate with internal and external clients to define the scope, schedule, equipment, budget, and manage customer relationships. Led the team to implement multiple projects simultaneously; responsible for project documentation, communication and customer relationship per SLA/MSA. Responsible for recruitment of project personnel, assigned duties, responsibilities, and scope of authority to project personnel.

Major Accounts: ATT, Verizon, T-Mobil, Siemens, Alcatel, NICE, Bank of America, CVS Caremark, Valero Entergy )

* Received multiple recognition awards for customer service and customer obsession.

* Recognized for continuous commitment and dedication to satisfy customer needs.

* Exceeded revenue forecast with an average of 132%

* Avg. 9.5 on customer loyalty program resulting in being 146% achievement vs. others in PM group.

* Budgeted planned hours vs. actual scheduled hours for resource work maintaining at a 92% avg. of accuracy which resulted in a highly effective performance rating.

* Maintained an 85 – 90% of revenue objective: actual revenue billed vs. forecasted revenue for each quarter.

* Maintained a 105 – 110% on company individual performance factor based upon a 120% max score.

* Projects produced revenues for implementation of $3-$5M annually.

ALCATEL-LUCENT TECHNOLOGIES, Dallas, TX 1998–2001 Project Manager, Business Communication Services Group

Implemented and managed telecommunications projects and customer relationships utilizing PMI principals and processes. Portfolio Management ( PMO ) responsible for overseeing a small portfolio of projects , while at the same time managing several projects in the portfolio. Negotiated and estimated project costs to maintain profit margins and meet quarterly revenue objectives. Set customer expectations, commitments, and responsibilities with-in a constantly changing environment while simultaneously maintaining 10 to 15 accounts. Planned, directed, and controlled schedules, milestones, budgets, and staff. Provided technical assistance and support to Account Managers during pre-sales process to determine cost, technical design and integration support for RFQ’s and RFP’s. Ensured fulfillment of contractual agreements. Major Accounts (AT&T, MCI, Citi-Corp, IBM, State Farm, FDIC, Aetna, Exxon, Baylor Medical)

* Project team billed $52 million in revenue achieving tops in region.

* Implemented multi million-dollar project for Aetna Health Care, which involved networking multiple communication systems throughout the country together.

* Project management team closed and billed 91% of forecasted revenue this was #1 in the nation.

* Selected by senior management to managed and implement “Velocity”, a new speed to the market process and tool) that simplified equipment configurations, ordering, delivery, resource utilization, and customer billing accuracy.

* Supported development, integration, and launch of new project management position, which increased project quality and customer satisfaction by reducing project team’s current workload.

* Completed 51 projects in 1 quarter while maintaining high customer service ratings and delivering project completion on time and with-in budget.

EDUCATION & PROFESSIONAL DEVELOPMENT

Pursuing Masters in Information Technology (MBA), University TX A&M Commerce

Lean Six Sigma (Black Belt), The Six Sigma Way, Plano, TX

Project Management Professional (PMP), Project Management Institute, Dallas, TX

US Army (Commissioned Officer), Ft. Leonard Wood, MO

BS, Biology / Chemistry, University of Texas, Austin, TX

TECHNICAL SKILLS

* M S Office

(Word, Excel, PowerPoint, Visio)

* M S Project

* IP/ VOIP Networking (Voice - Data)

* PMP & Six Sigma Black Belt

* M S SharePoint

* SQL and Oracle Databases

* Converged-Solutions /

Unified-Communication

* SAP

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