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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Phonexxx-xxx-xxxx
Cellxxx-xxx-xxxx
abc@xyz.com
Objective
Solutions-focused, performance-driven Senior Project Manager eager to contribute dynamic strategic business analysis, global team building, and process enhancement talents toward supporting employer operations.
Qualifications Profile
Extensive experience and verifiable achievements in program/project management, strategic planning, business process analysis, and risk assessments/management; excel in navigating the SDLC and project management life cycle.
Offer significant experience in IT infrastructure and solid skills in application development.
Excel in directing broad business activities spanning budget planning, financial analysis, best practices, continuous improvement efforts, cost control initiatives, and team direction/leadership.
Meticulous and focused problem solver with a solid reputation for integrity, relationship-building skills, presentation and negotiating talents, and commitment to quality control and customer satisfaction.
Motivate, train, manage and inspire personnel to exhibit productivity and service excellence; consistently emphasize forging, nurturing and maintaining strong customer relationships.
Analyze, create and execute practices, solutions and procedures to eliminate redundancy, increase profitability, expedite operations, minimize expenses, and achieve best-in-class recognition.
Outstanding organizational, interpersonal, forecasting, vendor relations, and communication skills.
Vast knowledge of technical operations for all kinds of IT systems.
Professional Experience
BT Global Services, Nutley, NJ, 2001 to Present
Global Service Center (GSC) Program Manager
Promoted from role as GSC Project Manager to establish Project Management Office (PMO), spearhead process improvement efforts, and continue driving growth and operational excellence for leading telecommunications company providing networking solutions to financial industry.
Demonstrate exemplary organizational strengths in recruiting, training and directing global team of 250, administering $4M budget, overseeing vendor management, and instituting best practices and methodologies for project management.
- Expanded GSC organization from start-up status to supporting 165+ financial services providers across three global service centers.
- Led organization in achieving 5 consecutive Waters Awards and recognition as best network services provider within financial community.
- Applied dynamic leadership talents to spearhead full design and construction of 2 Global Service Centers in United States and United Kingdom, within required timeline and $1.4M below budget.
- Instrumental in devising disaster recovery/business continuity plan, resulting in seamless support operations during September 11th tragedy, rolling blackout of August 2003, and London Bombing in 2005.
Overhauled call distribution flow to boost 1st call resolution rate by 20%, minimize abandoned call rate to less than 1.25% and achieve response to 97% of all calls in less than 30 seconds.
Championed seamless migration of 10,000+ Reuters customers from legacy to RNX network.
Continued
Professional Experience continued Yyyyyy x. yyyyyy ~ Page 2 of 2
Cost-effectively renegotiated service level contracts with third-party outsourced provider to expedite support response time to customers by 50%.
Partnered with network engineers to enhance network management tools and reduce alarm times from 4 minutes to one.
Established procedures to identify root cause on telecommunication services, decreasing No Fault Found (NFF) to 10% from 50% and reducing customer complaints by 20%.
New York Stock Exchange, New York, NY, 1999 to 2001
Director of Customer Service
Handpicked to oversee and optimize performance of Technology Support Center serving 1,400+ internal customers across North America, Europe and Asia.
Diligently performed strategic planning, program/project management, and risk assessments.
Exhibited proficiency in change management, process improvements, Service Level Agreement administration, and facilitating strong and effective and customer and partner relations.
Launched training initiatives for technical staff to achieve CompTIA A+, MCSE, CNE, Compaq, HP, Internet, Lotus Notes Administrator and Developer, and Help Desk 2000 Professional/Manager/Director credentials, reducing staff turnover from 25% to 12%.
Initiated outsourcing of desktop/laptop support strategies, increasing overall customer satisfaction and reducing downtime by 20%.
Expedited first-call resolution by 150% and Level One resolution by 70% via project leadership expertise encompassing new CRM tools, GWI Call Tracking, Knowledgebase, Self-Help system, ACD, and workflow processes and procedures.
Identified significant increase in customer satisfaction by steering design and implementation of statistical reporting systems to measure problem analysis and resolution.
Spherion Technology (Formerly Interim Technology), Lyndhurst, NJ, 1992 to 1999
Director Global Support Center (1998 to 1999)
- Advanced through a series of promotions to most recent role recruiting, staffing, motivating and leading analysts and technicians in supporting delivery of services to 1,000 users.
- Assigned by CEO to create an internal Centralized Support Organization for 33 branches across the United States and United Kingdom.
- Established and managed relationships with 3rd vendors providing technical field support essential to maximizing customer satisfaction and quality assurance.
- Navigated process improvements to increase call volume by 400% while achieving a 95% Level One resolution with an average wait-in-queue of 87 seconds.
- Directed deployment of ACD, Remedy Call Tracking and Asset Management tools vital to elevating customer support effectiveness.
- Promoted from roles as National Transition & PMO Manager (1994 to 1997) and Site Manager/Lead Operator (1992 to 1994).
Education & Professional Development
Master of Business Administration (MBA) in Technology Management, University of Phoenix
Bachelor of Science in Computer Information Systems, Metropolitan State College
STI Certified Help Desk Manager
Member, Project Management Institute C New Jersey Chapter, 2005 to Present
PMP and PgMP credentials in progress
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Phonexxx-xxx-xxxx
Cellxxx-xxx-xxxx
abc@xyz.com
Date
Hiring Agent Name
Title
Company Name
Address
City/State/Zip Code
Dear__________________:
I am currently seeking a challenging career opportunity in a senior-level management capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.
As indicated in the accompanying resume, I bring to you a substantial background in business and personnel management, proficiency in directing technology-driven operations and projects, and the flexibility to expertly handle competing administrative and operational priorities with an unwavering commitment to accuracy, efficiency, and customer satisfaction. To complement these qualifications, I offer solid organizational, multi-tasking, budgeting, analytical, and project management skills which are essential in a senior management role.
As a proactive contributor to your organization, you will find me to be a results-driven professional and stellar leader committed to supporting you in achieving your objectives through superior performance and an exceptional work ethic. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future.
Sincerely,
Yyyyyy x. yyyyyy
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
Phonexxx-xxx-xxxx
Cellxxx-xxx-xxxx
abc@xyz.com
Date
Interviewer s Name
Title
Company Name
Address
City/State/Zip Code
Dear__________________:
It was a pleasure (speaking with you/meeting with you) on [insert date here]. I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered. I am still very interested in the [insert name of position] position, and I am convinced that it is the right job for me. I feel my background and qualifications prepare me well for the responsibilities we discussed.
The position as you described it to me would combine my strong skills in [insert two skills or qualities here]. This would allow me to make the same valuable contribution to your organization as I ve made to my past employers a win-win proposition for both of us.
(Choose one of the two paragraphs below, depending on whether or not you have, or have not yet, interviewed with the person)
(I am eager to meet with you in person to further discuss my background and qualifications. Please feel free to contact me at the above phone numbers so we can continue the discussion we began over the telephone.)
(Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.)
Sincerely,
Yyyyyy x. yyyyyy
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