Project Management Resume , Arlington, TX - Hire IT People

SUMMARY:

Energetic, results oriented and persistent insightful leader with more than 11 years of diverse management experience. Strong analytical/problem - solving skills. Demonstrated talent to build and lead diverse teams. Extensive leadership experience in the telecommunications industry. Conceptual and strategic thinker. Strong people, career development and mentoring skills. Adept in change management situations. Excellent written and verbal communications skills.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, TX

Project Management

Responsibilities:

Managed multi-million dollar projects from conception through implementation within budget and on schedule.
Successfully worked with cross-functional organizations to identify business, functional and system requirements.
Successfully managed marketing programs from conception to call center implementation.
Successfully managed Information Technology Resources to define design, test and implement code changes to the various environments.
Developed and managed project plans, tracked resources, developed risk assessments, and managed multiple projects simultaneously.
Successfully saved 4.3 million dollars by identifying, consolidating and retiring applications and servers.
Created, implemented and managed marketing email programs for wireless sales division.
Successfully developed and managed reporting processes to communicate plans, accomplishments, status, issues, and concerns, as well as risks, contingencies, and potential solutions with all key stakeholders.

Confidential, Arlington, TX

Supervisor

Responsibilities:

Supervised inside sales representatives to sell, upgrade and maintain new and existing customers for a telecommunications call center.
Supervised a team of offshore/onshore application developers to support, maintain and upgrade an internal sales application.
Successfully cross-trained team members to multi-task between maintaining application environments, support analysis and implementing code changes.
Established mentoring teams which increased productivity.
Successfully driven, developed and conducted activity based costing and analysis across the cross-functional organizations for consumer and business call centers.
Orchestrated activities across organizational boundaries resulted in development and implementation of action plans designed to enhance operational performance based on analysis of the output from the activity based costing processes.

Confidential, Arlington, TX

Vendor Call Center Manager

Responsibilities:

Managed four vendor call centers to sell wireless devices to the general public and to national accounts.
Successfully reduced back-office personnel for four call centers by 80%.
Managed client key performance metrics including service levels, abandon rate, customer satisfaction and call quality performance.
Managed key business metrics including call/transaction volumes, work product quality, client and customer satisfaction.
Executed and supported vendor strategies ensuring minimal performance variation from site-to-site as appropriate.
Identified and implemented process improvement opportunities that enhanced customer/client experience.
Proactively managed expense related performance including AHT, occupancy, provider selection in order to optimize expense base.

Confidential, Arlington, TX

Business Analyst

Responsibilities:

Identified business, functional and system requirements to develop internal sales system for a sales organization.
Saved 1.3 million dollars by decreasing call handle time from 40 minutes to 14 minutes.
Established reporting tools to manage the vendor organizations.
Developed call path strategy with vendor management teams.
Investigated, tested, and implemented improvements to existing procedures.
Implemented new testing methods and increased application stability.
Tested connectivity of system applications in all system environments.