Project Manager Resume

SUMMARY:

Experienced, multi - talented project manager and team leader in software implementation, technical support, training, and sales.

SKILLS:

WORK EXPERIENCE:

Delivery Executive

Confidential

Responsibilities:

Responsible for the overall customer success of all Pearson products, services, and solutions in assigned region.
Provided leadership to personalized learning initiatives, digital and print curriculum adoptions, change of instructional practice and professional development programs.
Defined software deployment process and best practices across all teams.
Led process improvement and documentation efforts and managed online content.
Senior escalation point to customers, sales, product development, training, hosting, data services, client services and technical support teams.
Identified additional customer services needs and built the services relationship with customers and internal resources.

Manager

Confidential

Responsibilities:

Managed a team of six highly effective software implementation project managers.
Conducted project status meetings and highlighted strategies and risks to ensure on-time delivery and high customer satisfaction.
Guided teams through project deliverables with efficiency, quality and efficacy.
Led cross-functional teams through process improvement efforts and negotiated new and revised policies and procedures.
Developed salesforce reports and dashboards and automated procedures.
Defined functional requirements for online project tracking tool.

Project Manager

Confidential

Responsibilities:

Provided project management services to K-12 school districts and successfully implemented student information and testing and assessment systems.
Managed the overall success of the project including; scope, schedule, budget, resources and risks.
Facilitated Oracle server installation requests, and assisted customers with system configuration, data mapping, importing and validation.
Communicated product training and customization offerings and provided initial product and customer support site walkthrough.

Program Manager

Confidential

Responsibilities:

Designed service quality standards and goals for technical support teams.
Observed phone and email interactions and scored behavior.
Achieved 90% or above customer satisfaction rating in service quality.
Strengthened positive behavior through monthly newsletters and reports.
Introduced coaching methodology, recommended training and trained supervisors to identify positive agent behavior and opportunities for improvement.
Facilitated coaching calibration meetings with supervisors to ensure consistency in quality scoring and feedback and reported performance trends.
Assisted with productivity and technical accuracy initiatives, department operation manual, performance reviews and employee rewards and recognition.
Collaborated with cross-functional teams to define and streamline programs internal policies and procedures.

Technical Support Engineer

Confidential

Responsibilities:

Provided Level II technical support on student information systems; configuration, server performance, reporting and data mapping and imports.
Identified 100 application defects through testing and data analysis and transferred knowledge through online how-to articles, workarounds and classroom training.
Collaborated, identified and documented application defects and enhancements.

Technical Support Specialist

Confidential

Responsibilities:

Provided Level I support to internal staff and end users.
Closed an average of 300 cases per month with high quality and customer satisfaction.
Communicated concise, accurate and timely responses.