Project Manager Resume Durham, NC - Hire IT People

Experience

2010- Present Confidential Cary, NC
Benefit Service Representative

Respond to telephone inquiries and complaints using standard scripts and procedures for multiple clients.
Perform, track and log all transactions performed related to Human Resources, Defined Contribution and/or Benefits processes.
Gather information from client employees becoming Medicare eligible and process to ensure effective transition onto Medicare.
Communicates appropriate options for resolution of caller requests in a timely manner
Informs callers about services available and assesses customer needs.

2008-2009 Confidential Durham, NC
Manager, Global Patient Recruitment

Manage a team of 5-10 patient recruitment specialists.
Develop global patient recruitment & retention plans
Hire vendors
Manage patient recruitment campaign performance for various media types including: television, radio, newspaper, magazine, direct mail, internet outreach and public relations.

2005-2008 Confidential Durham, NC
Project Manager/ Associate Project Assistant

Develop global patient recruitment & retention plans
Hire vendors
Manage patient recruitment campaign performance for various media types including: television, radio, newspaper, magazine, direct mail, internet outreach and public relations.
Create and present study-specific patient recruitment programs within proposals, bid defense and investigator meetings.

2004-2005 Confidential Durham NC
Supervisor, Customer Support

Supervise a team of approx. 15-18 customer support representatives including all hiring and performance management.
Produced daily reporting on departmental performance.
Facilitated procedural workflow and documentation for call center.
Performed phone and documentation monitoring to maintain quality performance

2009-2010, Confidential morrisville, NC
2001-2004 Project Lead/Project Manager, Patient Recruitment Services

Manage a team of 4-6 patient recruitment specialists.
Develop global patient recruitment & retention plans
Hire vendors
Manage patient recruitment campaign performance for various media types including: television, radio, newspaper, magazine, direct mail, internet outreach and public relations.

1998-2001 Confidential BETHESDA, MD
Manager, Member Service

Supervise a team of 10-12 escalated unit representatives including all hiring and performance management.
Produced daily reporting on departmental performance.
Facilitated procedural workflow and documentation in a multi client environment.
Liaison with client contacts to facilitate information transfer.
Provided on the job training to incoming managers.

1996-1998 Confidential GAITHERSBURG, MD
Lead Customer Service Representative

1994-1996 Confidential FREDERICK, MD
Lead Quality Service Representative

Performed phone monitoring to maintain quality performance utilizing coaching and development skills.
Assisted in the supervision of 12-18 representatives.
Administered monthly performance evaluations and corrective reviews pertaining to employee performance including termination.

Professional Development

Computer Experience

Call Center Management Software

Microsoft Office, including:

Education
Course work toward Certification in Education, Confidential
Course work toward Certification in Business Management, Confidential