TECHNICAL SKILLS

• Microsoft Project
• Project Portfolio Management tool (PPM)
• SharePoint
• Microsoft office tools (Excel, Visio, PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential, Boston, MA

Project Manager/ Analyst

Responsibilities:

• Creating a standardized project management structure that is aimed at delivering projects within the required project management ethics, body of knowledge and principles.
• Initial design and analysis of the company’s project portfolio management structure, prioritizing project with senior management to ensure timely project delivery and customer satisfaction.
• Identify, analyze and manage risks associated to each project making sure that projects are delivered within scope, schedule, budget and quality.
• Providing proper logistics and operational coordination for pilot projects, which includes: shipping of equipment, researching vendors for installation work, coordination with relevant functions within the company: Contracting & Procurement, Legal, etc.
• Responsible for ensuring a healthy, safe, secure and environmentally conscious work environment is maintained always by the project team in compliance with corporate policies, federal and state regulations.
• Providing general administrative support to Project Team as required, such as organizing and attending meetings, taking accurate minutes and helping to ensure any action items from those meetings are communicated and followed up on appropriately.

Confidential, Boston, MA

Project Coordinator

Responsibilities:

• Assisted the global student manager, NEU Virtual project team, to coordinate several projects for more than 200 international students using Microsoft project as a scheduling tool.
• Identify and analyze risk for several virtual projects and developed contingency and preventative measures to cater for all risk when they occur.
• Created and documented meeting notes including action items for distribution and follow - ups throughout each project life cycle.
• Created and distributed the weekly status report to University stakeholders using Excel and PowerPoint.
• Responded to correspondence from pilot program participants/stakeholders, directly addressing their concerns, where possible, and escalating others when needed while finding ways to proactively address repeated inquiries, through creation of FAQs and other means.
• Tracked and setup meetings for multiple working groups.
• Coordinated several orientations and social event for new and prospective students
• Maintained paperwork and established communication line between students, parents and university staff.
• Worked one on one with students guiding them through assigned projects life cycle.

Confidential

Project Manager/ Coordinator

Responsibilities:

• Worked closely with the IT and customer retention project teams to initiate, design, plan and successfully coordinated the execution/completion of the movements and integrations of regional GSM (telecommunications)servers, data center with a 2000 seats capacity Confidential contact center from one region to another.
• Initiated the concept of customer segmentation and consequently led/coordinated the segmentation projects of 17million active GSM subscribers to ensure adequate and efficient customer service experience.
• Led and managed strategic effort in developing customer retention/experience projects from inception/design to implementation/evaluation and successful completion.
• Provided Leadership, support and managed Contact Centre Team leaders and Agents in the delivery of exceptional service to customers in accordance to Confidential ( Confidential ) customer service ethics, policies and procedures.
• Directed and coordinated all activities related to the development, implementation and initial management of innovative, strategic, high priority projects and programs.
• Refined, implemented policies/strategies and encouraged change within the call center environment while participating in new product launch initiatives.
• Coordinated efforts across all related projects, programs/products and ensures information about the projects/programs flows smoothly to relevant audiences (e.g. project team, Customer service Directors, Confidential leadership, Departmental leadership etc.).
• Regularly trained customer service staff to ensure up to date knowledge of new products and services rolled out by the company
• Designed marketing campaigns projects aimed at retention and value preservation, delivered out of the box campaigns that enriched customer experience which increases customer Life time value and company Revenue.
• Participated in conducting research and proffering recommendations to the Marketing team on new product initiatives while writing and analyzing customer service reports during the company monthly business reviews.

Confidential

Quality Assurance Coordinator/Evaluator

Responsibilities:

• Developed project quality control/assurance plans for several projects using Microsoft project software and concurrently managed each of the projects to comply with multiple stakeholders and customers with diverse demands.
• Managed and coordinated cross-functional teams including Quality, IT, Marketing and Compliance teams to ensure projects deliverables were met.
• Develop and maintain annual quality improvement vendors’ calendar to track important upcoming events including site visit deadlines.
• Worked with multiple vendors and internal Quality team to develop, implement, manage customer expectations and developed customer(subscribers) retention interventions.

Confidential

Project Coordinator

Responsibilities:

• Performed regular monitoring visit to project sites to ensure client data were collected and well documented to meet stakeholders’ requirements while ensuring the confidentiality, integrity and availability of customer information.
• Monitored and tracked the applications, CISCO routers and telephone usage of over 1,500 staff and key high- end customers to ensure fraud-free activities using TELNET application, Jira and Microsoft Project.
• Monitored customer service and customer related project budgets, schedules, and assisted in preparing estimates for project activities while ensuring a fraud-free project environments.
• Identify and analyze customer/staff fraud related risk for several projects and developed contingency and preventative measures to cater for all risk when they occur.
• Prepared project status report, lessons learned documents and best practices for the entire fraud management/customer resolution teams of different projects using Microsoft Word, Excel and PowerPoint