Jennifer Anderson
Project Manager
Roseburg,OR
Summary
Resourceful Project Manager with 17 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Experienced leading projects in Retail, Contact Center, NGOs and Technology areas. Skilled at working with client to develop Business Requirements and ensuring final deliverables match the clients desired outcome.
Overview
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Community and Economic Development Program Manager
NeighborWorks Umpqua
Roseburg, OR
10.2020 - Current
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Developed and implemented variety of innovative policies and strategies to promote client self-sufficiency.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed team communications and information for meetings.
- Improved operations through consistent hard work and dedication.
- Saved $30k per month by implementing cost-saving initiatives that addressed long-standing problems
Director of Project Management
Mor Furniture For Less, Inc.
San Diego, CA
01.2017 - 03.2019
- Fostered relationships with vendors to foster positive working relationships.
- Developed and initiated projects, managed costs, and monitored performance.
- Reined in project costs while meeting key milestones.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Eliminated discrepancies in progress by reviewing performance, spend and timeline.
- Modified and directed project plans to meet organizational needs.
- Identified plans and resources required to meet project goals and objectives.
- Oversaw high profile projects for by planning, designing, and scheduling phases.
- Boosted revenues by coordinating and executing projects and growing inventory diversity.
- Identified, reviewed and applied policies and procedures.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Provided management for internal personnel, contractors and vendors.
- Managed all phases of projects from procurement to commission.
- Drove team success through shared vision and recognition of quality performance.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Reduced the number of inbound Customer Service calls by over 50% by switching to SMS text chat.
Director of Customer Service
Mor Furniture For Less
San Diego, CA
01.2013 - 12.2016
- Audited customer support procedures and collaborated regionally to promote standardization across all offices.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Devised recommendations to streamline and simplify customer support system, improving response time by 80% and reducing annual labor costs (as a portion of sales) by 20% .
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Submitted weekly reports to executive management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
- Directed team of 7 managers and 7 supervisors to enhance across-the-board customer support and better meet company service demands.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Client-side Project Manager for implementation of NICE/InContact, including managing migration process from prior system.
- Implemented DispatchTrack Logistics and Delivery software throughout chain. Improved routing, speed of system updates, eliminated paper signatures and tracking, and provided greatly improved customer experience.
Customer Service Manager
Mor Furniture For Less
San Diego, CA
04.2005 - 12.2012
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Monitored customer service operations to assess agent performance and provide feedback.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Developed and implemented project to consolidate 10 distributed customer service centers into one centralized customer service center, service center costs reduce by over 50%.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Consistently managed 20 to 50 - person staff, developed performance measurement baselines, implemented performance based management system.
- Implemented ServerLogic Automated Text, Email and Voice notification system for customer delivery scheduling, notification and confirmations. Nearly eliminated confirmation calls, with a 95% reduction in outbound calls.
- Managed conversion from labor intensive routing (Descartes) to "smart" routing (Runzheimer), including integration into ERP system.
Education
Project Management Professional Certificate - Project Management
UC San Diego
San Diego, CA 01.2017 - 01.2018
In-Progress - Business
Palomar College
San Marcos, CA 09.2016 - Current
Skills
Program development
Timeline
Community and Economic Development Program Manager
NeighborWorks Umpqua
10.2020 - Current
Project Management Professional Certificate - Project Management
UC San Diego
01.2017 - 01.2018
Director of Project Management
Mor Furniture For Less, Inc.
01.2017 - 03.2019
In-Progress - Business
Palomar College
09.2016 - Current
Director of Customer Service
Mor Furniture For Less
01.2013 - 12.2016
Customer Service Manager
Mor Furniture For Less
04.2005 - 12.2012
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