Austin Neverman, Pmp®, Psm™ Email & Phone Number

I am responsible for managing projects from initiation through delivery, implementing agile and waterfall methodologies to meet the needs of the project. Leveraging my seasoned leadership, communication, and problem-solving skills, I ensure projects are completed on time, within scope, and with high quality.

Portland, Oregon, United States

As the CEO & Board Chair for the Portland Lindy Society I lead the board of directors in strategic planning and curate growth and maturation initiatives. While my passion allows me to expertly communicate my vision, and my soft skills aid me in facilitating solution-oriented discussions, I also drive accountability to our KPIs and ensure sustainable business practices that allow us to fulfill our mission.Key Wins Include:• Increased average monthly net revenue by 53.5% within the first year.• Instituted business best practices, including yearly spending budget creation, project management methodologies for managing growth initiatives, as well as process refinement and documentation.• Cultivated organizational KPIs and the means by which to collect data showcasing our impact on them.• Migrated the entire organization to new technology platforms to better support remote work, including Asana and Slack.

Portland, Oregon, United States

I curated an excellent understanding of project objectives and ensured they were delivered consistently to requirements. Building a trusting relationship with stakeholders and my colleagues, I ran projects directly, monitoring progress, assessing and addressing risks, and working with functional managers to manage resources.• Facilitated company-wide tech stack migration while continuing to meet customer retention KPIs.• Released net new customer pricing plan exceeding forecasted gross and net revenue retention levels.• Managed multiple cross-functional projects, implementing waterfall and agile methodologies as appropriate. • Mapped the life cycle of customer reported errors, which allowed leadership to make informed decisions around prevention and mitigation.• Identified core data sets needed for leadership to make informed decisions around customer retention strategies.• Aligned stakeholder groups ranging in size from 15-40.• Created and implemented key standards and training, including Lessons Learned, SCRUM documentation, project status standards, common project problems, Asana standards.

Portland, Oregon, United States

• Implemented support process migration resulting in 88% decrease in case volume and 39% decrease in handle time.• Executed company-wide pricing increase resulting in 97% logo retention, overall complaint decrease of 29%.• Developed and implemented a standardized project management methodology across the entire organization, leading to significant improvements in project efficiency. • Achieved 47% increase in task completion and 10 weeks in time savings by optimizing Asana usage and training individual contributors on project management principles.• Promoted to Project Manager II within 6-months of hire due to exceeding growth plan and managing a larger project load/taking on key revenue and retention-focused projects.

Portland, Oregon, United States

A key touch point to the end user experience for the Ruby Product team, and certified project manager. I worked closely with Customer Success, Telephony, Engineering, QA, Infrastructure, as well as Receptionist and Chat Services to keep a pulse on trends in issues and product problems. I also managed telephony projects, and lead the charge on iterating Product team processes.• Maintained alignment between stakeholders in Customer Success, Engineering, Telephony, Product, IT, and Receptionist Services.• Optimized team efficiency by implementing two-week Sprints and acted as Product Owner to groom the backlog.• Managed telephony projects, and tested new releases to our call routing system resulting in improved SLA times.Key Efficiency Improvement Deliverables:• User-Facing Product Ticket Portal• Feature Request Integration with Salesforce• Outage Escalation Pathing• Tier 2 Support Documentation• Telephony Testing Manual • User-Facing Troubleshooting Guides

Portland, Oregon Area

I played a pivotal role in the new customer journey by owning a customer’s experience for their first 90 days. I set the tone for a customer’s first experience by interviewing new customers and subsequently programming and activating their service with Ruby. In addition to providing an efficient path to service activation, I highlighted the many ways our service can add value to a customer's business, and ultimately serve many aspects of the customer's business needs. • Specialized in Telephony support, decreasing the demand on Product resources and Telephony engineering time.• Collaborated with Sales towards achieving the ideal customer onboarding experience.• Vetted and provided feedback to leadership on any technology changes that impact the customer onboarding process.• Received “Legendary” award for becoming a model resource to the Onboarding and support team.

Portland, Oregon Area

I shaped a large part of the customer journey by processing incoming customer requests, billing inquiries, technical issues, account updates, and feedback via phone calls and a case queue. I was a one-stop-shop for supporting a customers’ technical issues, explaining complex issues in layman’s terms and being the go-between for the customer and their telephone service provider, when necessary. Furthermore, I supported Ruby’s growth by preventing customer churn through connecting customers to resources, encouraging feature adoption, and facilitating number porting.• Supported the organizational pivot to a Customer Success mindset through self-guided research, and a focus on creating attitudinal loyalty in interactions with customers.• Received mastery certification for support team core skill sets.• Achieved top performer status at “wowing” customers, and subsequently provided coaching for the rest of Ruby on making meaningful connections to increase customer retention. • Produced the most new customer references for Ruby during monthly initiative.

Portland, Or

Guided conversations in English and Spanish to facilitate productive and efficient calls on behalf of small businesses.• Supported Ruby’s focus on growth by utilizing multilingual skills in the development of the Bilingual call group.• Constructively communicated to team leadership any areas both on the phone and off where Ruby might better service the business and others.• Built relationships with clients and callers by focusing on the human connection.

Marion, Ia

Responsibilities:• Taught 10-20 privates lessons and 1-5 group classes each week• Created and implemented a student syllabus for Lindy, 30’s Charleston, and Shag.• Choreographed and performed countless student and professional showcases.• Coordinated and performed a showcase presenting the various styles of swing.• Received daily training in studio and quarterly by U.S. Ballroom Champion Ed Simon.

• Designed and implemented new hiring and training procedures.• Created and maintained the first consistent work schedules for Party Coaches.• Responsible for handling all revenue for weekend hours.• Customer relations: Professionally handle all incidents and problems.• Overhauled the cleaning schedule and quality of work for nightly duties.• Coordinated digital media advertising. • Led the reform of all party related policies and booking procedures.

Mount Vernon

• Tutored students studying French, German and Spanish at Cornell College. In this role I helped with written and oral skills. • Tutored kids in Spanish (ages 5-10) upon graduation from Cornell.

Mount Vernon, Ia

• Developed and coordinated first-ever adult swing dance classes in Mt. Vernon, IA.• Taught beginning and intermediate swing lessons to diverse clientele.

Cornell College

• Led Slick Shoes executive council and programs: winning student of the month award, tripling student attendance for lessons and events, and tripling funding for Slick Shoes.• Developed and coordinated year-long beginner and intermediate swing dance lessons, as well as weekly ballroom dance lessons.• Taught weekly swing, blues, waltz, salsa, and bachata classes to provide six hours of dancing for students per week.• Coordinated, decorated, and brought in live instructor and bands for 18 dances, and hosted a variety of other events, making for the most active club since 2007.• Choreographed, coordinated and performed seven swing performances, and one waltz/polka performance, with up to 25 dancers per performance.• Attended eight swing festivals, and coordinated group attendance for six of those.• Led first team of competition dancers from Cornell.