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Project Coordinator Resume

Camp Hill, PA

Professional Profile

Experienced business services analyst with proven abilities in project development and management including 11 years of call center operations in high-volume domestic and international operations.

  • Windows (NT, XP, Vista, 7)
  • Mac OS X (Tiger, Leopard, Snow Leopard)
  • MS Office (2000, 2003, 2007)
  • MS Access (2000, 2003, 2007)
  • SQL
  • Oracle 10g R2
  • MS SQL Server (2005)
  • MS Visual Studio (2005, 2008)
  • Visual Basic
  • C ++
  • HTML
Professional Experience

Confidential, Mechanicsburg, PA June 2010 - Present
Project Coordinator - Resource Management
Achievements:

  • 2012 projects that I coordinated have generated $490,266 in revenue with a technician cost of $69,017 for a 86% gross margin
  • Coordinated successfully 600 site de-installations over a two day time span for Blockbuster Video
  • Coordinated successful POS upgrades for 595 Things Remembered stores from July-Aug with a 64% gross margin and exceeded the customer's service expectations
  • Recruited technicians for 419 metro areas to run break-fix calls for the Kohl's contract

Responsibilities:

  • Work with project managers to discuss any project needs including the contract scope of work, SLA requirements, project documentation, scheduling and escalations
  • Direct interface with clients dealing with various items including scheduling of service orders, confirming availability, escalations, maintaining project documentation and points of interest for service events
  • Schedule service events for projects and submit to customers for their approval using map point and other MS Office tools
  • Work with sales solutions to determine SLA and pricing for bidding on opportunities by analyzing existing technician base and SLA data
  • Create and maintain project documentation
  • Resolve escalations and customer complaints in an expedient manner
  • Post recruitment postings via service portals for existing and incoming contracts
  • Work with technicians to ensure they are meeting client SLAs
  • Track and report project progress including the percentage of work complete, revenue generated and expenses utilizing Excel and Access

Confidential, Harrisburg, PA Dec 2009 - June 2010
Customer Service Representative
Achievements:

  • Exceeded performance goals
  • Choice Award nominee

Responsibilities:

  • Assist customers with billing issues
  • Troubleshoot customer's devices
  • Assist customers with various support issues

Confidential,Harrisburg, PA Aug 2006-Dec 2007
Sales Floor Team Leader
Achievements:

  • Improved customer satisfaction score from "poor" to "exceeds expectation" in electronics department
  • Consistently lead district with sales per customers

Responsibilities:

  • Managed 10 employees
  • Implemented merchandising strategies
  • Motivates, coached, and trained sales floor staff
  • Provided great guest service

Confidential, Lancaster, PA June 2005-June 2006
General Manager
Achievements:

  • Increased monthly revenue by 65%
  • Increased staff by 100%
  • Developed successful training materials and program for employees
  • Created and implemented a database for employees to use for tracking productivity

Responsibilities:

  • Oversee daily operations of the business
  • Manage profit and loss
  • Forecast monthly, quarterly, yearly budget
  • Assisted clients with their marketing campaign
  • Manage 14 employees

Confidential, Mechanicsburg, PA June 1997-Nov 2004
Business Services Analyst
Achievements:

  • Successfully implemented off-shore operations for 80 data entry employees
  • Lead the ATT contract that billed over $4.5 million annually
  • Increased revenue over 270% in a three year span
  • Improved productivity by 30% through software implementations

Responsibilities:

  • Participate in the Software Development Life Cycle
  • Gather requirements, analyze system needs, assist with design, testing, and evaluating system
  • Create and maintain business program processes and documentation
  • Coordinate program operations for three sites on two continents
  • Act as direct liaison between EDS and AT & T
  • Liaise between EDS operational and IT departments for the AT & T program
  • Create and disseminate daily, monthly, quarterly reports
  • Daily client interaction
  • Deliver presentations to internal and external clients
  • Project forecasting
Education

Associate Computer Information Systems-Database Analyst
Economics with Finance concentration

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