Hello, I’m Tyler
SKILLS & EXPERIENCE:
ZENDESK CRM, ZENDESK MANAGEMENT
JIRA, CONFLUENCE & AXOSOFT
SALESFORCE & DJANGO
MAC OS, MICROSOFT, & G SUITE
SLACK & ZOOM
PROBLEM SOLVING & TEAM LEADERSHIP
PROJECT PLANNING & COORDINATION
ORGANIZATION & TIME MANAGEMENT
ATTENTION TO DETAIL & RELATIONSHIP BUILDING
TRAINING & MENTORING
EXCELLENT VERBAL & WRITTEN COMMUNICATION
WORDPRESS THEME CUSTOMIZATION
GRAVITY FORMS & HUBSPOT
PYTHON FOR BEGINNERS (Completed via LinkedIn)
BASIC GOOGLE Ads (In-Process via LinkedIn)
SEO TUTORIAL FOR BEGINNERS (Completed via Linkedin)
PROJECT FREELANCE EXPERIENCE
Website Project Manager, Owner @ Fox Concepts/ 2015 to Present
- Successfully executes multiple projects from initial concept to website launch for diverse businesses and individuals, effectively achieving core objectives.
- Conducts interviews with key stakeholders to formulate high-level requirements. Formulates project management plans and statements of work, encompassing risks, assumptions, scope, and costs, utilizing both on-site interviews and data analysis tools.
- Provides valuable website recommendations to stakeholders, enabling them to optimize goal attainment.
- Manages stakeholder engagement by maintaining clear and effective communication regarding project status.
- Conducts comprehensive quality testing on all existing and ongoing functionalities before release, obtaining customer approval for launch via WordPress.
- Proficiently employs a range of software applications, including Photoshop, MailChimp, Canva, Figma, and various social media tools.
Website Project Manager, Owner @ Fox Concepts/ 2015 to Present
- Orchestrated and oversaw digital website initiatives from the initial customer kickoffs to the final launch.
- Collaborated closely with customer stakeholders to ascertain requirements, functionalities, and overarching objectives for each web and development project.
- Efficiently managed resources using Monday.com, including task assignments, follow-ups, and a dedicated effort to adhere to project timelines and budgets.
- Furnished weekly status reports to customer stakeholders, offering comprehensive insights into ongoing project advancements, encompassing timelines, budgets, and actionable tasks.
- Directed weekly status calls with clients, facilitating discussions on design progress and pertinent updates.
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
- 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
- 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
Conducted and organized on-site training for project planning implementation onto company’s web based application.
Delivered excellent customer service by responding, triaging, & managing over 20 customer daily requests.
Managed relationships with new clients, advisors, and directors.
Provided timely and accurate updates through daily standup meetings.
Effectively managed multiple tasks and responsibilities while meeting tight deadlines.
Applied critical thinking and problem-solving skills.
Business Analyst @ STI Computers / 2015 to 2016
Analyzed key customer requirements.
Developed high quality test plans utilizing key user stories gathered by key stakeholders.
Coordinated and designed web-based training with Skype for Business and WebEx with new firm enhancements, features, and bug fixes to Stakeholders and Subject Matter Experts.
Demonstrated strong organizational and time management skills while managing multiple projects.
Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
Surveyed clients to ascertain requirements and expectations for product.
PMP Certification @ Project Management Institute / July 2017 to Present
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