Project Manager Resume

Title
Project Manager

Primary Skills
Certified Project Management Professional. Managed various software implementation projects

Location
US-IL-Chicago

Posted
Jan-22-09


ACCOMPLISHMENTS

*Certified Project Management Professional
*Managed software implementation projects including a Service Management system, Skills Based Routing Telephone system, and a CRM system.
*Planned and executed the first Virtual conference at Andersen.
*Experienced in breaking down complex projects into specific tasks and manageable components, and effectively managing all aspects of a project.
*Utilized business process re-engineering strategies to improve the operational efficiency and effectiveness for three customer service organizations.
*Managed culturally diverse teams on expatriate assignments in Singapore and France.

PROFESSIONAL EXPERIENCE

9/07-12/08 Sr. Consultant, Adroit Consulting, Inc. - Northbrook, IL
*Re-engineered sales lead generation and Prime contracting processes for a mid market industrial manufacturer.
*Built and implemented an Inside Sales blueprint that provided a more profitable sales coverage model by focusing the ISR's on the smaller revenue customers.
*Performed customer service assessments evaluating performance, processes and measures to provide recommendations for improving team productivity and customer satisfaction.

6/06-8/07 Client Management & Support, Production Manager, ShopperTrak - Chicago, IL
*Responsible for the management of ShopperTrak systems (retail traffic counters) in production; including day-to-day client management, issue resolution, and client reporting.
*Successfully grew the Technical Support team from eight people to 20 in twelve months. Motivated team with performance incentives and instilled them with a sense of ownership, pride, teamwork, and a customer focus.
*Led Client Management team of six people responsible for all aspects of the customer experience.
*Introduced Customer Service training and concepts to entire Operations department.
*Managed Daylight Saving Time project to update 22,000 traffic counters worldwide.

2/03-6/06 Customer Care, Manager QA/Training/Reporting/Technology, Acco Brands, Inc, GBC division - Northbrook, IL
*Managed the process mapping, re-engineering, and procedural development for the consolidation of five separate helpdesks.
*Implemented a Skills Based Routing Telephone system in multiple locations, designed the system, menus, training, reports, procedures, and the skill and call type infrastructure needed to route customer calls to the agent most skilled to assist them. Implementation successfully provided uninterrupted service and communication with customers.
*Managed a Service Management system implementation for 200 end users in a $20M Service business unit. Developed the business requirements, designed new processes and screens, and tailored an out-of-box solution to fit business needs. Coordinated the system testing; procedure and end-training development; and go live support for the new system.
*Automated sales lead generation program, streamlined process, and tracked results generating $1.5 million in sales in the first nine months of the program.



3/99-7/02 Customer/Event Management, Manager, Andersen - Chicago, IL
*Established an Event Management team responsible for coordinating the technology infrastructure and technical support resources for conferences and executive team meetings.
*Planned and executed a four day virtual conference, the first of its kind at Andersen. Utilizing Webcast technology, the conference was attended by 1000 virtual attendees, saving the firm $200,000. Responsibilities included: Facilitated Q&A web sessions, Conference Website, Special Events, and Customer Satisfaction Survey.
*Defined system requirements, created process flows, designed input screens, documented end user procedures, and created and executed training for a CRM system implementation.
*Designed end user survey for the requirements gathering phase of the W2K implementation to 84,000 employees. Survey resulted in the incorporation of end user feedback in the initial rollout of the product that increased overall customer satisfaction and minimized the training efforts.

8/96-3/99 Implementation/Technology Support/Knowledge Management, Manager,
Andersen Worldwide, S.C., - Chicago, IL and Sophia Antipolis, France
*Managed, for a three-month period in France, a 15-person help desk responsible for end user support of the firm's products, including accounting, financial, and communications applications; managed a three-person implementation team in France and a four-person implementation team in Chicago.
*Led five simultaneous implementation projects affecting the firm's Americas, European, Middle East and African offices.
*Directed a training team responsible for scheduling and coordinating all logistics for instructor led training courses for financial products; and conducted Business Process Improvement training sessions.
*Managed the maintenance of comprehensive training curricula and employee certification tests for 15 Firm-wide product suites, used as part of a standard training plan for 70 employees worldwide.
*Coordinated the maintenance of a database containing over 300 technical support documents and knowledge reference tools, to enable employees to perform on-line troubleshooting with customers.

12/93-8/96 Technology Support/World Class Customer Service Initiative, Supervisor,Andersen Worldwide, S.C., - Chicago, IL and Singapore
*Responsible for the creation of 25+ new procedures for the worldwide support organization, which increased customer satisfaction by providing a consistent support approach. Researched existing processes utilizing in-depth interviews and focus groups, identified areas where processes could be improved, defined new processes, and created and implemented new procedures.
*Installed and supported new call tracking system for the Singapore office as part of a global help desk implementation. Developed and facilitated a training course for the new call tracking system.
*Supervised, for a three-month period in Singapore, a 10-person help desk responsible for end user support of the firm's products, including accounting, financial, and communications products.

9/87-7/93 Systems Support Manager, Siemens-Nixdorf Information Systems, Inc, Retail Division - Rosemont, IL
*Founded Quality Assurance team, established corporate quality assurance standards, and created software test plan and test script templates, improving the quality of the software delivered to customers.
*Estimated, staffed, scheduled and simultaneously coordinated up to six QA projects.

9/85-10/86 COBOL Programmer, SHL, INC., - Rosemont, IL
3/83-9/85 Sales Support Representative, Royal Business Machines - Bensenville, IL

EDUCATIONAL BACKGROUND

MBA, DePaul University - Major: International Business December 1996
Computer Career Program, DePaul University September 1985
BS, Northern Illinois University - Major: Marketing December 1981

Certifications
See above


You must be logged in and have a current resume access subscription. Login or Register »

Resumes in Chicago, IL | Resumes in Illinois

View other Project Manager resumes, IT Manager resumes