Quandary Consulting Group specializes in technology management consulting, crafting agile business solutions through process automation. As a Technical Project Manager, adept in Agile methodologies, I deliver complex projects, manage timelines, finances, risks, foster collaboration, and drive continuous improvement.● Delivered complex projects and programs various business areas● Managed risk/issue escalation and drove resolution● Anticipate, articulate, and communicate potential risks, while providing suggestions for improvement to meet their business application● Reported on the progress of projects, ensuring timely delivery and quality outcomes● Managed resources in matrixed environment while fostering collaboration and delivering value.● Established clear boundaries among teams to guide project management discipline and process improvements● Mentored teams in Agile practices, ensuring the effective application of Scrum and other relevant methodologies.● Managed technical projects with a deep understanding of APIs, development processes, and infrastructure dependencies.● Navigated external vendor relationships, ensuring seamless project execution despite varying personalities.● Execute standard project management functions proficiently, encompassing SOW management, finance tracking, and reporting● Navigated technology operations processes, methodologies supporting business and technology collaboration, and project scoping requirements.● Leveraged both traditional waterfall and Agile/Sprint methodologies, adapting to project needs, including orchestrating scrum ceremonies such as planning sessions, stand-ups, retrospectives, and reviews● Translate technical requirements and jargon into easily understandable language for non-technical stakeholders.

As a Customer Success Manager, I spearheaded initiatives to drive satisfaction, engagement, and seamless collaboration between clients and the development team throughout the project lifecycle, from conception to implementation. My role encompassed managing new engagements, overseeing renewals, and identifying opportunities for upselling. Serving as the liaison between clients and various internal departments, I played a pivotal role in ensuring effective communication and alignment of goals, making me indispensable to the success of our projects.● Orchestrated client success initiatives, driving long-term relationships and ensuring customer satisfaction across diverse accounts.● Led client onboarding processes, refining procedures to enhance efficiency and optimize the customer experience.● Collaborated closely with sales teams to strategize upselling opportunities, resulting in increased account value and revenue growth.● Employed superior communication skills to conduct regular check-ins with clients, addressing concerns promptly and proactively.● Produced detailed reports on account performance, analyzing trends and metrics to identify areas for improvement and drive strategic decision-making.

At Support Ninja, a thriving SaaS, AI, and eCommerce startup accelerator, I contribute to amplifying sales, refining client onboarding, and strategizing client expansion initiatives. With a steadfast customer-centric approach, superior communication, and adept problem-solving acumen, I inspire teams to achieve remarkable outcomes.● Worked with colleagues on the development, implementation, and maintenance of customer-first culture● Managed over 50 accounts organization-wide, employing effective and transparent communication strategies.● Improved customer service experience through surveys and one-on-one interviews with customers● Collaborated with sales department for client on-boarding and training in-services for clients; increased onboarding efficiency and improved client satisfaction● Ensured all-time positive customer experience utilizing effective communication and maintaining professional relationships● Oversaw the lifecycle of Statement of Work, encompassing negotiation, change control, and business reviews.● Worked cross-functionally to ensure proper handling of customer service issues● Provided detailed reports on performance, efficiency, and customer satisfaction to the client in Weekly and Monthly Business Reviews● Analyzed and reported departmental income, business trends, and employee statistics weekly

At Sykes, a prominent provider of call center services and SaaS solutions for both B2B and B2C markets, I thrive in adeptly overseeing client accounts to elevate service quality and propel revenue expansion. As an outcomes-focused Account Manager, I consistently enhance client satisfaction and seize growth prospects. I actively engage in cross-departmental collaboration to synchronize resources with client needs, ensuring project success. Additionally, I play a pivotal role in introducing new business ventures and cultivating lucrative client partnerships.● Orchestrated strategic collaboration with internal departments to align resources with client priorities, ensuring successful project delivery● Contributed to the development of business and staffing plans, taking ultimate responsibility for the success of all departmental projects● Proactively reviewed and managed key performance metrics, identifying issues and trends to drive continuous improvement● Cultivated vendor-to-client relationships, driving profitability and enhancing customer satisfaction.● Spearheaded the launch of multiple lines of business, from planning stages to full implementation, driving company expansion● Generated comprehensive reports on performance, efficiency, and customer satisfaction for Weekly and Monthly Business Reviews● Led the implementation of team goals and objectives, ensuring alignment with company strategies and successful outcomes● Conducted performance development discussions, fostering colleague growth and contributing to team success● Managed colleague performance development plans, including interview, hiring, and facilitation of performance discussions

Customize insurance programs to suit individual customers, often covering a variety of risks • Calculate premiums and establish payment methods • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms • Perform administrative tasks, such as maintaining records and handling policy renewals and conservation • Call on policyholders to explain policy guidelines and suggest additions or changes • Communicate features, advantages and disadvantages of various policies to promote sale of insurance plans • Train and supervise new agents to ensure their understanding in company and agency insurance policies

Consistently met and exceeded company collection and growth standards whilemaintaining a minimal credit loss. Responsible for store inventory and bottomline profit. Supervised 6 employees, mentoring and developed fellow associatesfor career advancement. Successfully achieved a substantial customer growth andbottom line profit.Ensure the store meets its established monthly financial budget objectives through revenue attainment and expense control.Assist the store manager to motivate and assist each coworker with daily planning to achieve store, company and individual goals and objectives.Assist the store manager to manage, train, develop and lead a team of 4-6 coworkers.Help to safeguard and monitor the company assets through management of inventory, vehicles, cash control and store facilities.

Manages the sales and marketing function in a store environment. Major emphasis on telephone and floor sales, direct marketing, new customer growth, customer service program and store merchandising.Ensure that the showroom floor is merchandised, accurately priced, and in compliance with the No-Holes Policy.Perform routine service calls, product exchanges and handle service issues for customers immediately.Generate new business through apartment community/business accounts. Setting weekly and monthly sales goals and staging products for outgoing deliveries.

Provided top quality guest assistance and customer service that far exceeds that of our competitors. Help protect the customer’s product by selling extended service coverage.Responsible for merchandising a specified area of the store (cleaning, tagging, ensuring all display items are accurate.Show the customer the features and benefits that support customer needs established during the qualifying process. Explain various features as the customer uses the merchandise while continuing to qualify and eliminate objections.Assist in developing and training of new associates when requiredAccurately input all sales orders and track them through the delivery or pickup process.Help customers make an informed decision based on their needs and wants with the best product knowledge.

Establish and maintain production schedules and budgets for multiple, concurrent, deadline driven projects through all phases of design, prepress, printing and mailing for such clients as Citizens Bank, Bank of America, 5 Star Senior Living, Bj’s Wholesale and McDonalds Inc.Maintained responsibility for the overall daily operations of a retail store.Manage, estimate, schedule, budget, purchase, and coordinate production of multi-color sheet-fed, finishing services, letter shop services and final ad placementSupervised, scheduled, hired, trained, promoted, and disciplined personnel. Responsible for implementation of production procedures and processes.Managed budgets, marketing, merchandising, and rotating inventory of stock.Ensured proper handling of daily receipts, balanced registers and bank accounts, prepared and made deposits.Increase Sales to 1.5 million in impress department and 9.6 million in total store.Awarded top sales for quarter 1 in and top attachment dollar 2012Implemented processes to lower shrink from 1% to .26% in 2011

Organized and monitored the flow of printed materials including course works. Checked schedules, confirm product specifications, arrange adjustments, oversee the work of staff in the department and monitor the quality of the product, ensuring deadlines are met.Supervised print orders through the pre-press, printing and finishing stagesSolved problems in the production process using software packages to help put together quotations for jobs.Negotiated with suppliers, stocktaking and purchasing materials.Developing new business opportunities and looking after existing clients.

Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Won “Purple Promise Award” for instrumental role in driving record-high sales increases, propelling store to improve ranking from #960 in company to #30 by 2007.Elevated store’s customer satisfaction index from 86% to 98% within a year; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.Raised sales to achieve goals in underperforming stores.Recognized for the number of training completions within the company.Managed processes of other departments to insure that customers received the same level of service on a consistent basis

Selected for my customer service skill to pilot, train and develop others in a customer service department specializing in emergency calls. Managed other departments to deliver an outstanding service within a call center environment. Delivered support and solutions with damaged products including replacements, service, and concessions. Developed new training material throughout Sear including One Source Department.

Provided oversight of each department within the restaurantResponsible for keeping controllable costs lowDetermined staffing needs of store and insured hiring and retention of quality service team employees through continual training, motivation, team building, and development on providing 100% guest satisfactionCreated an atmosphere in the restaurant to build energy, vitality and funCompleted weekly inventory, payroll and schedulingConducted performance appraisalsManaged kitchen operations and worked with kitchen employees to meet high demands during peak timesManaged front of the house operations to ensure customer satisfaction by offering friendly interaction, requesting feedback on individual experiences, and immediate attention to customer complaintsUtilized principles of, and methods for showing, promoting, and selling products or servicesAssisted in maintenance and cleanliness of property