OBJECTIVE

• Seeking a position in a stable employment environment that I can grow within, that utilizes my transferable skills, experience, training and education.

SUMMARY

• Excellent administrative and project management skills.
• Well - rounded knowledge and experience with project development.
• Collaborative, consultative, and detailed tracking with strong customer support skills emphasis.
• Superb team leadership and communications skills providing clear communications with upper management, team members, customers, public, and suppliers/vendors/technicians/engineers.
• Familiarity and experience with ordering, provisioning, and repair systems. Experience handling cash, payments, payment processing, and billing issues.
• Experience creating training materials, quote proposals, advertising media, sales flyers, meeting agendas and minutes (transcribing), customer letters, and user guides.
• Experience using and operating computers and within multiple software programs, as well as on line applications.
• Proficient in computer operations and MS Office Suite, including Word, Excel, Powerpoint, Visio, and Project, as well as experience with MS Access.
• Processing skills sufficient to use software to create, format, edit, print, and save a variety of documents, including spreadsheets, tables, charts, and graphs.
• Data entry skills and experience. Keyboarding of 80 words per minute (WPM).
• Read, write, and communicate with customers in person, writing, and with phone and computer technologies.
• Customer Service Skills: Experience with singular and multiple party customer issues in fast paced, high volume environment.
• Effective communication with customer complaints and disputes. Adept at problem identification and resolution, mediation and facilitation.
• Previous experience cashiering and handling money in retail and service industry.
• U of MN Project Management Training Certified.
• Highly dependable and punctual, as well as detail oriented.
• CRM management and general input experience

TECHNICAL SKILLS

• MS Office Suite
• including Word
• Excel
• Powerpoint
• Visio
• Project
• MS Access

PROFESSIONAL EXPERIENCE

Assistant Project Coordinator

Confidential

Responsibilities:

• Assist site Construction Project Manager with daily functions.
• Communications with customers and vendors regarding safety and quality concerns. Obtain safe working permits from site operations officer as needed.
• Assist with quality assurance, inventory inspection, verification of purchase orders and invoices.
• Maintain safe and productive work site environment.

Senior Project Manager

Confidential - Bloomington, MN

Responsibilities:

• Worked closely with business contacts and sales team to define specific telecom needs for specific business requirements, helping to design solutions that fit appropriately into customer’s IT and telephony technology platforms.
• Defined and managed resource needs for each specific project with sales team and customers, legal, vendors, engineers, and technicians.
• Consultative sales approach to tailor network architecture design solutions, while providing efficiency-driven paths to maximize potential for successful completion of projects.
• Created budgetary outline projections for each specific network implementation, and assured accuracy of assessment through to project completion.
• Created detailed project tracking records and held regular meetings with principles, to assure project work accuracy and timeline targeting.
• Created contingencies as temporary backup, when deemed critical, and escalated as necessary, based upon project timelines and potential milestone delays.
• Worked closely with principle customer contacts, carrier provisioning engineers, technicians, and outside vendors, to assure timely, accurate completion of project activities.
• First point of contact with impeccable client service, account management and implementation of new offerings throughout the sales and service cycle.
• Proactively participate in numerous carrier training sessions in order to refine awareness and understanding of current carrier products/services, including VPN, VoIP, SIP, MPLS, Cloud services, CPE, etc.

Project Manager / Account Consultant

Confidential - Bloomington and St Paul, MN

Responsibilities:

• Pricing acquisition, customer proposals, LOA and CPNI records and contracts.
• Fulfillment and tracking of specific network orders and customer requests.
• Billing accuracy review and problem resolution.
• Single point-of-contact for customer and owned customer services overview.
• Assumed team leadership role and developed effective staff training methods.
• Provided communications assistance and managed cable installations.

Account Consultant

Responsibilities:

• Account consultant for emerging markets and for outsourcing branches in OK and VA.
• Managed face-to-face customer relationships for retention and possible up-selling.
• Available to customers 24/7, to serve as escalation manager for high priority trouble tickets.
• Customer advocate, meeting and exceeding Service Level Agreements (SLA).
• Produced network performance reports for review with customers.
• Managed customer notification of network grooming activities.
• Responsible for delivery of complex multi-site and multi-services telecom projects.
• Coordinated with circuit provisioning personal, engineering, operations, and customer contacts.
• Scheduled, tracked, and reported on all project movement.
• Coordinated with engineering and operations.
• Maintained strong customer/vendor relationship.
• Provided on-site post mortems to stakeholders on complex escalations / problems.
• Served as the Single Point of Contact for all technical and billing issues.
• Managed the service delivery and post-sale installations projects and the ongoing maintenance/and performance of the customer’s networks.
• Facilitated and supported multiple installations and migrations of sold services: Call Center services, Data Center, Audio/Video Conferencing and Messaging, dedicated, DS3-OC3 trunks, IP VPN (frame, ATM, IP, and dial), Managed services.
• Facilitated and supported installations of sold circuits: OC-12; OC-3; DS-3; DS-1; Fractional DS-1; DS-0; DSL; BRI ISDN; PRI ISDN.