Highly accomplished Product and Project Manager with consistent record of success

 

 

Results-driven Management Professional eager to apply dynamic project and product management, problem-solving, and technology implementation  skills toward supporting the employer in optimizing sales and profits.

 

 

       Extensive background in product, program, operations, project, and business systems management.

       Proven ability to facilitate multi-million dollar revenue growth by leading high-profile projects/programs.

       Special expertise in solution design, analysis, client relations, and application design management.

       Familiar with leading product releases, pilot programs, and e-commerce application design initiatives.

       Excellent supervisory, communication, relationship management, and service delivery skills.

 

 

DHL WORLDWIDE EXPRESS                                                                                          2001 - Present

Senior Product Manager, eCommerce (2004-present)

Project Manager (2002-2004)

Business Systems Manager (2001-2002)

Promoted through increasingly responsible (and simultaneous) positions, overseeing product planning and execution for $400M website s eCommerce product. Compiled requirements, defined product vision, and worked with sales, development, marketing, and support groups to ensure all goals met. Managed beta and pilot programs, established product releases of final product, and conducted competitor analyses and product/gap analyses. Managed external vendor relationships. Served as Team Leader.

 

Served as liaison between information systems and business units. Ensured integration of business requirements and priorities. Consulted with business units on projects. Identified scope and costs. Coordinated planning and execution of internal and contracted IS projects. Monitored projects and resolved issues.

       Evaluated potential partnerships and licensing opportunities to facilitate revenue growth.

       Designed and implemented effective IVR applications.

       Played key role in establishing department goals, procedures, and performance standards.

       Performed staff performance evaluations, training, motivation, and mentoring.

       Conducted website analyses, utilizing Web Trend Analytics.

 

ELOYALTY                                                                                                                           1999 - 2001

Principal Consultant (2001)

Senior Consultant (1999)

Consultant (1999)

Conducted assessments of Fortune 500 companies. Identified opportunities for cost reduction, revenue growth, and improvements in customer satisfaction and employee loyalty. Formulated strategies, controls, and processes. Prepared presentations, cost analyses, and proposals. Developed profitable relationships.

       Decreased development turnaround times and improved productivity through new controls/processes.

       Carried out IVR redesigns directly linked with CTI implementations. Coordinated site support for CTI implementations across multiple site.

       Prepared training sessions for delivery to agents, leads, supervisors, help desk personnel, IT staff, and more, in areas such as CTI and IVR call flow, VDN-level reporting, desktop usage, and troubleshooting.

       Designed IVR applications, managed information system reporting, and analyzed workflow processes.

 

 

 

MICROAGE CLIENT SERVICES                                                                                                         1997 - 1999

Operations Manager (1998-1999)

Senior Account Executive (1997-1998)

Provided account and operations management across multiple business units. Planned and led new product rollouts, supervised and evaluated line managers, and monitored project spending to budget. Served as primary liaison for outsourced help desk programs. Identified client requirements.

       Consistently exceeded client Service Level Agreements (SLAs).

       Introduced improvements to reporting to facilitate variance recommendations.

       Improved efficiency by researching and testing new workflow processes.

 

HEALTHCARE DELIVERY SYSTEMS, INC.                                                                            1996 - 1997

Quality Assurance Supervisor (1996-1997)

Quality Assurance Analyst (1996)

Supervised QA staff. Monitored performance, including call statistics. Managed information systems and reporting. Prepared reports on trends and QA data.

       Reviewed 5-20 calls per representative each month to facilitate performance improvement.

       Conducted satisfaction surveys and provided results to clients.

       Increased staff satisfaction by implementing awards and performance recognition programs.

       Improved productivity and quality through new procedures and processes.

 

 

BANK ONE SERVICE CENTER                                                                                              1992 - 1996

Quality Assurance Analyst (1995-1996)

Customer Support Specialist (1993-1995)

Customer Service Representative (1992-1993)

 

 

BS in Business Management, University of Phoenix

 

 

Certifications: Prince2 Project Management, Foundation Certified; Prince2 Project Management, Practitioner Certified

 

Training:  IVR Effective Scripting, IVR Speech Recognition, Visualize Thinking Process Methodology, Customer Service Operational Assessment Workshop, Aspect Workforce Management Product Overview, Interaction Management Program, Kaset-Achieving Extraordinary Customer Service, Kaset-Motivating for Extraordinary Customer Service, Fred Prior-Exceptional Customer Service, Franklin-Time Management

 

 

Call Center Network Group (CCNG), Toastmasters, Big Brothers Big Sisters of Central Xxxxxx Volunteer

 

 

MS Office, Project, Lucent CentreVu, Remedy Action Request System, CRM applications, proprietary applications

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging career opportunity in a Project or Program Management capacity and am submitting my resume for your review.  In advance, thank you for your time and consideration.

 

As demonstrated in the accompanying resume, my professional qualifications include

 

       An extensive background in product, program, operations, project, and business systems management.

       A proven ability to facilitate multi-million dollar revenue growth by leading high-profile projects/programs.

       Special expertise in solution design, analysis, client relations, and application design management.

       Being familiar with leading product releases, pilot programs, and e-commerce application design initiatives.

       Decreasing development turnaround times and improving productivity

       Consistently exceeding client Service Level Agreements (SLAs).

       Introducing improvements to reporting to facilitate variance recommendations.

       Improving efficiency by researching and testing new workflow processes.

       Enhancing staff satisfaction by implementing awards and performance recognition programs.

 

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  I am confident that I could be a valuable asset to your firm, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

 

 

 

Yyyyyy x. yyyyyy