Project Manager Resume

Title
Project Manager

Primary Skills
Project Manager with experience developing, implementing, and managing customer service programs and initiatives

Location
US-WA-Seattle

Posted
Jan-26-09


Profile
Detail oriented, analytical and organized Project Manager with experience developing, implementing, and managing customer service programs and initiatives. Experienced team leader driven to create solutions benefiting the company, the customer, and the employee, while maintaining the vision of the company's future.

Professional Highlights

Project Management
Successfully developed and implemented the existing Quality Assurance program for the Advanced Business Support department, resulting in increased customer satisfaction, agent efficiency, and reduced customer churn.
Managed a project initiative for re-organizing the Customer Support department, which brought the composition of this department more inline with the company goals, while providing a career path to frontline agents.
Delivered monthly project status reports and presentations to cross-functional teams, including upper management, mid-management, project stakeholders, and support agents.

Management
Worked with agents on a one-on-one basis to help them achieve their full potential as efficient and productive reps. This includes Quality Assurance, Customer Service Skills, and efficiency skills.
Handled customer and agent escalations for technical, billing, network abuse and customer support issues.
Reviewed, tracked, and reported agent metrics, including attendance, performance issues, etc.

Technical Troubleshooting
Assisted customers in troubleshooting technical issues in regards to their connectivity, hosting, and Voice over IP services, in addition to properly escalating with vendors to ensure resolution to the issue.
Processed online service tickets opened by customers for account maintenance, billing concerns, and technical troubleshooting.
Educated customer in network topology to determine the best network solution for their business. This included analyzing usage, configuring routers, and explaining networking best practices.

Customer Service
Top Quality Assurance performer for all customer services positions held.
Researched and resolved customer billing issues, including misapplied payments, issuing credits appropriately, and establishing payment arrangements benefiting the customer and the company.
Analyzed customer usage to determine the best rate plan for the customer's needs.

Skills
Microsoft Project
Microsoft Excel
Microsoft Office
Microsoft Outlook
Typing: 50+ WPM
Data analysis and trending
Budget calculation
Risk analysis
Presentation skills
Will be PMP certified in Spring 2009

Employment History
Quality Assurance Supervisor/Program Manager
Speakeasy, INC, Seattle, WA
March 2005 - Current
Financial Services Representative
Western Wireless, Issaquah, WA
July 2004 - March 2005
Customer Service Representative
Verizon Wireless, Bellevue, WA
October 2002 - July 2004
Financial Services Representative
Voicestream Wireless, Bellingham, WA
July 2001 - June 2002

Education
Project Management Certification
Villanova University, Online Course
February 25, 2009

Certifications
See above


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