Resume

Operations Support Manager @ Urbint / Jan 2022 to Present

• Responsible for overseeing, preserving, and overseeing all inquiries, concerns, and problems from clients, ensuring adherence to SLA policies.
• Evaluates and prioritizes client support demands to identify solutions, concurrently documenting critical discoveries for Product, Engineering, and QA units.
• Takes charge of urgent (P0) support requests spanning organizational teams, simultaneously facilitating customer interactions and assuming the role of Incident Manager.
• Collaborates with colleagues and other invested parties to capitalize on optimal practices, while recording and upholding compliance with all procedural documentation.
• Engages with both customers and developers to diagnose issues and implement configuration prerequisites and remedies.
  Interacts with a customer base exceeding 20 individuals, providing troubleshooting assistance for issues and addressing inquiries related to software.
• Utilizes Zendesk and Jira platforms to log, manage, and update support issues, features, and design requests.
  Sustains a comprehensive understanding of company offerings, enabling recommendations of suitable items aligned with customer requirements.

Senior Project Manager @ Exelon / Mar 2021 Jan 2022

• Maintained strict budgetary control on projects ranging from $2 to $5,000,000
  and working with project teams to track costs and control expenditures without sacrificing quality.
• Maintained schedules to meet key milestones at every project phase.
• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Managed schedules to meet key milestones at every project phase.
• Worked with third-party vendors through SOW development, negotiation, & implementation.
• Communicated project plans and progress to key stakeholders, including project contributors, business, operational and technical resources.
• Produced monthly status reports, financial forecasts, and variance reports, updating customers and senior leaders on progress and roadblocks.
• Lead process improvement and problem-solving efforts while reducing risk to
  project scope, schedule, and budget.
• Partnered with project team members to identify and quickly address problems.
  Communicated project plans and progress to key stakeholders and project
  contributors.
• Developed and maintained project budgets to control costs and meet
  organizational and project goals.

Implementation & Customer Success Manager @ Urbint / Jan 2019 to Mar 2021

• Managed over 25 customers while supervising customer support initiatives postproduction rollout with a dedicated focus on ensuring success of each project.
• Implemented enterprise SAAS products while meeting project timelines.
• Documented processes to streamline setup, customization and maintenance.
• Managed and monitored custom support requests and inquiries through email, phone, & through internal channels.
• Lead and trained new customer onboarding via Slack, Zoom, & WebEx.
• Prioritized customer issues and coordinated with management, development, and QA to properly manage each support project.
• Held kickoff, design and status meetings to maintain client engagement and awareness.
• Collaborated extensively with engineers, product, sales, and management to develop the client application in accordance with the agreed-upon design.
• Trained Subject Matter Experts and Field teams on application and best
  practices.
• Identified and monitored key success criteria and client’s yearly goals.
• Served as primary advocate on customer’s behalf while responding to customer inquiries, feature requests and issues.
• Built relationships to secure contract renewals and client engagement.
• Managed multiple clients through project lifecycle, Implementation to Customer Success simultaneously.
• Created and upheld Standard Operating Procedure (SOP) documents.

Support Manager @ Opvantek / Dec 2017 to Jan 2019

• Ensured consistent adherence to application standards across Opvantek’s diverse software applications.
• Orchestrated all support-related activities to guarantee the delivery of exceptional customer satisfaction.
• Offered coaching and guidance to customers through application and support training via phone, email, and video conferencing.
• Tackled customer service challenges and assumed the role of Incident Commander for escalated urgent application issues.
• Effectively communicated priorities, overseeing the completion of daily tasks and conducting quality testing before feature and bug releases.
• Managed customer escalations in line with Opvantek’s escalation policies.
• Provided expert technical support to customers, proficiently troubleshooting technical issues and offering viable solutions.
• Cultivated and maintained customer relationships, contributing to an enhanced level of customer satisfaction.
• Formulated, prepared, and delivered comprehensive reports to various departments.

Onboarding Implementation & Customer Specialist @ InfoMC / Jan 2016 to Dec 2017

Business Analyst @ STI Computers / 2015 to 2016

Certifications

PMP Certification @ Project Management Institute / July 2017 to Present

Education

Masters of Science @ Drexel University / GPA: 3.86, Jan 2019 to June 2015

Bachelor of Science @ West Chester University / GPA: 3.67, Aug 2003 to May 2007