Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com

Project/Program Manager

 

Offering approximately 10 years of experience in project/program management, with consistent results in achieving fiscal and organizational objectives. Proficient in driving sales and service for multi-million dollar customer care centers. Talent for defining and resolving discrepancies to avoid unnecessary cost expenditures. Strong leader who excels in training and directing top-performing teams. Effectively establish and manage key relationships with decision makers and strategic partners. Areas of expertise:

Process Improvement Team Leadership Marketing Implementation

Client/Vendor Relations Management Customer Service Sales Product/Skill Training

Contract Negotiation Research and Planning Resource Allocation/Administration

 

  Successfully met JD Power customer satisfaction survey metrics within 2 months of project launch, outperforming the client s previous vendor of 3 years.

  Won Sprint Values Excellence Awards on 5 separate occasions from 2000 through 2006, as well as the Sprint Outstanding Achievement Award in 1999 and 2001.

  Achieved Best of IBM Awards 3 times in 2005.

  Played an instrumental role in achieving contract renewal sales of 6 call centers staffed with over 1,500 personnel.

  Generated additional $12.7 million to annual revenue base by effectively managing a targeted marketing program.

  Cut agreement process time by 86% and reduced adjustment errors by 22%, while achieving 95% average customer satisfaction and boosting ancillary sales by 75%.

  Led 150-Seat Outbound Call Center in consistently ranking as Top Sales Site.

 

Convergys                                                                                                        2008-Present

Senior Manager, Program Management

  Contribute dynamic leadership skills in directly managing customer care and collections projects generating $3.6 million in annual revenues.

  Apply sharp business acumen toward defining, developing and implementing targeted strategies to optimize productivity and efficiency in an outbound and inbound customer care and collections environment.

  Serve as the primary point of client contact, exhibiting advanced communication and interpersonal relation skills.

  Strategically plan and coordinate all aspects of managing client program, including IT, forecasting, staffing, scripting, telecom, reporting, floor operations, training, quality, and P/L. 

  Achieved 28% Operating Profit in managing P&L statement.

 

 

 

 

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Career Background continued

 

 

 

Mortgage Lenders of America                                                                            2007-2008

Loan Officer

  Proactively built and established key relationships and liaised effectively with realtors, builders, and other professionals.

  Enhanced accuracy in files submitted by 30% by developing and documenting written procedures for all Loan Officers.

  Contributed to business development by using proactive prospecting techniques to generate new customers.

 

Sprint                                                                                                               1999-2004, 2006

Program Manager (2006)

Program Manager and Senior Process Analyst (1999-2004)

  Designed and implemented on-going process improvement initiatives within the Business Customer Care call centers

  Directly managed vendor relationships, including the Roadside Rescue, Equipment Replacement and Mail vendors. 

  Successfully generated $8.6 million in Process Improvement Savings through contract process improvements, reduction of reported process gaps, and implementation of audit process for employee discounts. 

  Optimized productivity, efficiency and performance by automating the customer verification process, reducing average handle time by 23 seconds. 

  Developed key vendor relationships and negotiated strategic contracts to leverage cost-effective deals; achieved 13.5% Per Piece Cost Savings and significant price reduction while increasing service level agreements.

  Reduced call volume by 3,000 calls/month via enhanced IVR options for Roadside Rescue vendor while increasing Equipment Replacement vendor hours by 29% at no additional cost.

 

IBM                                                                                                                  2004-2006

Program Manager

  Generated $97.5 million in revenue through contract renewal sales in 6 call centers, staffed by 1,500+ representatives.

  Maintained full accountability for implementing loyalty marketing programs and process improvement initiatives by leading cross-functional teams and partnering with call center management.

  Consistently met and exceeded aggressive sales targets; contributed additional $12.7 million to revenue.

  Increased contract renewal sales by 223% over previous year, which exceeded the aggressive year-end contract renewal sales targets by 14%.

 

Prior Experience

 

Customer Care Manager - Southwestern Bell Wireless 

Center Manager, Regional Quality Assurance Manager, Supervisor, Trainer - IntelliSell Corporation 

Bachelor of Business Administration, Management Emphasis - Pittsburg State University

Certified IBM Project Management Training