Project Manager Resume

WORK EXPERIENCE

Confidential,

2006-Present

Project Manager

Atlanta, GA

Maintaining project quality and focus as directed. Ensuring the successful completion of required deliverables/milestones. Developing training documents and managing team based upon customer requirements and system use. (Position accounted for 20% of my time 2006-Present).

Supervising team of 18 professional contractors.
Developed individualized training documents to suit the need of each manager.
Responsible for compliance with regulations and internal standards.
Provide support to management team including consultation on technical and process issues.
Conduct research to gather relevant information and documentation in order to make appropriate recommendations as regards to policies and tools.
Handling other related functions as necessary.

Confidential,

2006-Present

Consumer Appeals Manager

Atlanta, GA

Managing the Consumer and Small Business Appeals database as it relates to Repair Issues, Commendations and potential quality issues as well. (Position accounted for 80% of my time 2006-Present).

Researching, analyzing and coordinating the implementation of customer and provider appeal mandates.
Implementing solutions to correct deficiencies.
Serving as an appeals expert and reference point for the most complex repair matters.
Managing established quality improvement initiatives.
Responsible for compliance with regulations and internal standards.
Handling other related functions as necessary.

Confidential,

2006

Survey Results Analyst

Atlanta, GA

Analyze and interpret returned survey data and produce daily statistical data relating to the customer experience. Conducted in depth analysis and wrote reports on a daily basis regarding customer dissatisfaction, problem areas and made recommendations on improving customer service by bringing to light both good and bad feedback from the end user.

Made telephone calls to end users who completed surveys and ranked the experience 7 or below. The highest ranking being a 10.
Resolved all outstanding issues as it related to AT&T Internet Service for Residential and Small Business customers.
Attended strategic user group meetings to give advice and comment on survey methodology, results and service improvement strategies.

Confidential,

2005-2006

Service Assurance Manager

Atlanta, GA

Responsible for reducing churn and retaining high risk Bellsouth Internet customers (small business and residential customers). Provided tier 3 technical support to Business and Residential customers in a nine state region.

Performed advance installation and configuration of DSL modems, routers, switches, Vpn and firewalls.
Provided network configuration support for operating systems, including Windows 98 thru Windows XP, Mac O.S. 8.6 thru Mac O.S. X.
Created, maintained and analyzed reports that spotlight our domestic and foreign helpdesk’s strengths and areas for improvement.

Confidential,

2001-2005

Lead Trainer/Mentor

Kingstree, SC

Successfully launched the United Online Campaign. Trained 300+ employees on the technical aspects, retention, sales and policies and procedures of the client. Responsible for the design and delivery of a variety of training courses and/or other interventions for ClientLogic employees. Created pro-active and responsive solutions to business needs and seizing opportunities for continuous improvement in individual, team, business unit and organizational performance.

Responsible for the preparation and facilitation of training courses.
Wrote training materials with leader\\\'s guides.
Responsible for performing miscellaneous duties related to training and development.

Confidential,1997-2001

Line Leader/Assistant Plant Supervisor (2nd shift) Hemingway, SC

Responsible for training and directing individuals who are performing entry level, factory work positions. I also trained employees on company safety policies, ensuring compliance with OSHA standards and regulations were being met and emphasized a culture of safety at the location overall.

Supervised the production line employees.
Directed individuals who performed entry level, factory work positions on a fast paced shift.
Responsible for the accountability of daily production flow and bottom line results.
Met daily productivity and quality requirements and maintained inventory control.

EDUCATION

Masters in Business Administration

Anticipated graduation

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