Quality & Project Manager Resume

by Aspirations Resume


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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)


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