SUMMARY:

• Dedicated Project Manager with 15+ years of experience manufacturing industry with the ability to operate under tight service level agreements while managing multiple tasks at the same time.
• Proven track record in the development of client relationships, resulting in increased revenues, client retention and productivity.
• Established team leader with experience in team evaluation, development and training
• Selective Placement Factor of providing support, training and direction for distance training programs, as demonstrated throughout my resume.
• EMT with 8 years experience in the critical care and transport of many patients to hospitals and trauma centers.

AREAS OF EXPERTISE:

• Major Account Development
• Troubleshooting & Resolution
• Budgeting and Forecasting
• Customer Satisfaction Enhancement
• Professional team Supervision
• Strategic planning
• Support of training programs
• Teambuilding & Training
• Cost - Reduction Strategies
• ISO 9002 Auditing

PROFESSIONAL EXPERIENCE:

Confidential, Frederick, Md

Emergency Communications Specialist

Responsibilities:

• Answer emergency and non-emergency phone lines, prioritizing calls, obtaining pertinent information and calming frantic callers.
• Document and dispatch incidents via computer-aided dispatch and other geographic informational systems.
• Provide EMD instructions for medical calls
• Log data for controlled burning and announcements.

Confidential, Thurmont, Md

Project Manager

Responsibilities:

• 1st line of contact with clients and sales team to gather, analyze and communicate developmental request to a project team that consist of production project managers, logistics and IT associates.
• Development of complex project requests, requiring the ability to understand, interpret and communicate technical specifications to team; manage to multiple project timelines while providing direction, support and instruction/training to multi-site teams.
• Perform analysis of current processes and procedures to insure efficiencies are in place with the goal of automation, allowing for the least amount of manual intervention possible.
• Partner with client to provide guidance, training and direction to offsite client Ad Agencies to insure that project development is done in a manner that allows highest quality standard RRD can provide.
• Develop, coordinate and conduct, working with Sales Account Representative, quarterly review presentations.
• Provide guidance, training to team members on general processes and procedures, utilizing various training methodologies.
• Subject Matter Expert for International Mailing Barcodes.

Confidential, Schaumburg, IL

Manager, Client Services

Responsibilities:

• Development and monitoring of strict department forecasts and budgets, providing pertinent information to executive level management regarding current and new account implementations, spoilage, wins and losses.
• Integrated staff and accounts to new systems. Tasks included:
• Reallocation and realignment of staff to better service client needs.

Confidential, Schaumburg, IL

Manager, Client Services

Responsibilities:

• Provided training and training support to associates in critical areas, resulting in the team’s ability to streamline processes reducing internal system costs.
• Appointed as interdepartmental contact to resolve client concerns resulting in decreased error costs. While in this role, developed and disseminated a Root Cause Analysis process, laying the groundwork for successful and effective corrective actions, which lead to the elimination of recurring errors.
• Created employee moral programs, at no cost to budget.
• Implemented monthly efficiency reports, which resulted in the reduction of cycle times and billing turn times by 25%, achieving departmental goals month over month.

Confidential, Bannockburn, IL

Sr. Project Manager

Responsibilities:

• Monitored efficiencies of team members by benchmarking improvements, successes and challenges, allowing for team development in areas of need or want.
• Trained new associates and continued to provide support when needed, both on site and distance support for team members new to the account and procedures.
• Acting member of the Site Improvement Team, providing direction to facility associates to maintain growth, client satisfaction and to insure alignment with corporate goals and objectives.
• Member of the Incoming Business Review team in responding to “RFP” (Response for Proposals). This encompassed working across teams to gather facility and resource capabilities, working with sales to present final response to prospective clients.
• Managed seasonal compliance team. This included interviewing, hiring and training of “seasonal” new hires.
• Instrumental in developing processes and procedures for the lifecycle of a multi-site project, working with staff, both off and on site and then providing support for distance learning when rolling out the training programs.
• Increased revenue to facility by $700,000/month through client acquisition and retention.
• Developed and maintained timelines and project plans, monitored and distributed to clients and cross facilities, for multi-site projects.
• Worked closely with large clients to assist in the development and flawless implementation of projects.
• Member of reengineering workgroup initiative under the direction of Sr. Executives to revamp the professional services roles, responsibilities and work procedures.