Quality & Project Manager Resume

GARY A. KENNEDY
Unit 123 Sunrise Building • Beverly Hills, CA 90210
Mobile: +123 456 7890 • Email: [email protected]

 

PROFILE SUMMARY

Motivated, personable and creative project manager with wide-ranging experience leading cross-functional project teams. Extensive technical experience with good working knowledge of online services. Adept at learning and applying new concepts.

CORE COMPETENCIES

PMP Trained • Project Planning & Reporting • Complex Data Analytics
Creative Problem Solving • Process Improvement • Resource Management

WORK EXPERIENCE

Quality & Project Manager | 2012 – Present
AT&T Global Corporation
Managed chronic or “systemic” product failures across multiple platforms and service offerings.

• Investigate product quality failures with internal teams and external vendors. Ensure improvements carried through to next generation products and services.
• Develop customer and internal communication strategies.
• Implement complex resolution plans involving multiple teams and vendors.
• Lead quarterly reviews of quality related Net Promoter Score (NPS) detractors. Direct internal efforts to identify nature of customer dissatisfaction and propose remedial solutions.

Team Compliance Manager | 2004 – 2012
IBM Computer Corporation
Resolved high impact service or product quality escalations.

• Managed internal and external service partner resources to drive corrective action plans.
• Managed post-escalation Closed Loop Corrective Action plans with both internal and external parties.
• Analyzed field quality data from multiple complex sources to identify emerging trends.
• Oversaw efforts of SME’s and worldwide engineering resources by identifying, verifying and escalating field product quality concerns.

Senior Customer Service Specialist | 1998 – 2004
California Energy Corporation
Supervised team of advisors dealing with consumer complaints against their energy suppliers.

• Replied on behalf of National Director to escalated consumer complaints.
• Fostered effective working relationships with external partner groups, including collaborating in the preparation of workshops and presentations.

EDUCATION

University of California, San Diego, CA (1997)