Planned, designed, and scheduled phases for large projects.Developed and implemented project plans and budgets to ensure successful execution.Coordinated with cross-functional teams to resolve project issues and mitigate risks.Monitored project performance to identify areas of improvement and make adjustments.Provided detailed project status updates to stakeholders and executive management.Prepared and submitted project invoices for review and approval.Verified quality of deliverables and conformance to specifications before submitting to clients.Organized internal audits and led efforts to determine and remedy deficiencies.

Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.Maintained up-to-date knowledge of products and services offered to customers.Prepared and reported project metrics needed for various risk groups.Facilitated regular team meetings to discuss challenges, successes and strategies.Integrated new technologies and best practices to improve delivery management.Improved productivity of the customer service team by leading training initiatives and revamping schedules.

Met with clients to understand business requirements, perform gap analysis and translate technical requirements.Communicated and explained business requirements to team members to understand and implement functional demands.Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.Created and managed project plans, timelines and budgets.Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.Analyzed existing systems and databases and recommended enhancements to solve business needsDeveloped diagrams to describe and lay out logical operational steps.Developed and updated tracking spreadsheets for process monitoring and reporting.Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.Responded to customer inquiries and provided technical assistance over phone and in person.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Maintained and managed customer files and databases.Configured, installed and handled troubleshooting tasks for variety of different applications.Suggested solutions to developing problems during project so that correct modifications could be made.Generated reports to track performance and analyze trends.

Responded to customer requests for products, services, and company information.Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.Utilized customer service software to manage interactions and track customer satisfaction.Developed customized reports, summarizing and presenting data in visually appealing format.