Summary
Overview
Work History
Education
Skills
Skills Key Accomplishments
Gigs Volunteering
Key Accomplishments Responsibilities
Affiliations
Certification
Timeline
AdministrativeAssistant
Andre King

Andre King

Project Manager
Lakeville,United States

Summary

Experienced Associate Project Manager with a proven track record in effectively implementing and managing projects. Highly organized and methodical, adept at overseeing daily milestones across high-performance teams. Skilled in utilizing project management software for planning and deployment.

Overview

27
27
years of professional experience

Work History

Associate Project Manager

Thomson Reuters
10.2017 - Current
  • Managed 60 to 75 strategic and complex implementation projects, providing product training for larger client accounts
  • Created and published software training materials for internal and external clients
  • Developed video scripts and recorded training videos for new marketing collateral in resource hub
  • Facilitated team approach to risk resolution through relationship building
  • Successfully implemented purchased products under companies' subscriptions
  • Managed customer engagement in online project management software system, documenting milestones and updating project phases
  • Conducted training sessions for new and existing customers on various software applications
  • Led process improvement projects to enhance implementation process
  • Managed data migration process from start to finish.

Technical Support Specialist

Thomson Reuters
08.2016 - Current
  • Analyzed customer systems, implemented installations based on custom requirements, and managed follow-up to ensure client satisfaction
  • Functioned as point of contact for escalations and collaborated with sales and onboarding teams for smooth transitions and client retention.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Provided remote support for wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Assisted in development of internal knowledge base articles to expedite issue resolution for both peers and customers.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Documented all client interactions thoroughly in incident management system, allowing for efficient tracking of recurring issues and trends.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Delivered customized solutions tailored to clients'' unique needs using advanced problem-solving techniques.
  • Identified opportunities for process optimization within technical support department, leading to increased effectiveness and efficiency.
  • Participated in ongoing professional development activities to stay current with industry best practices and emerging technologies, ensuring delivery of cutting-edge support services.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Technical Support Representative II

Thomson Reuters
10.2014 - Current
  • Assisted customers in identifying issues and provided solutions to restore service and functionality
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems Managed approximately 50 high levels of call flow and responded to various technical support needs
  • Identified and solved technical issues using diagnostic tools
  • Managed customer expectations of support and technology functionality
  • Installed, modified, and repaired software and hardware to resolve technical issues.

Business Account Manager

AT&T
01.2007 - 08.2008
  • As a Business Account Manager at AT&T, was responsible for presenting, promoting, and selling wireless products and services, employing solution-based selling techniques to emphasize the features and benefits of innovative wireless trends and capabilities
  • My tenure involved providing comprehensive technological support by continually assessing business needs and implementing solution-selling strategies.
  • Designed customized sales proposals based on thorough analysis of client needs and expectations.
  • Built relationships with customers and community to establish long-term business growth.
  • Managed accounts to retain existing relationships and grow share of business.
  • Increased client satisfaction by effectively addressing and resolving account-related issues.

Business Account Executive

Verizon
07.1997 - 05.2007
  • As a dedicated Business Account Executive at Verizon, I played a pivotal role in driving sales and fostering lasting relationships with both new and existing customers
  • My focus extended beyond selling wireless products and services, encompassing the latest technology trends and advancements.
  • Increased client satisfaction by providing exceptional account management and addressing their business needs.
  • Strengthened relationships with key clients through proactive communication and regular check-ins, fostering loyalty and long-term partnerships.
  • Identified new opportunities for upselling and cross-selling by staying informed about client industries, trends, and market developments.

Education

B. A in Liberal Arts -

University of Iowa
Iowa City, IA
08.1990

Associate of Science in Computer Science -

Robert Morris University
Chicago, IL
12.1988

Skills

  • Project Management
  • Customer Service
  • Digital Content Creation
  • Time Management
  • Mentoring
  • Process Improvement
  • Sales
  • Computer Skills
  • Technical Support
  • Problem Solving
  • MS Office
  • Meeting facilitation
  • Project Scheduling
  • Client Interfacing
  • Team Collaboration
  • Customer Relationship Management

Skills Key Accomplishments

  • Program Management, Successfully oversaw programs to ensure efficient service delivery and customer satisfaction.
  • Public Relations, Built and maintained positive relationships with clients, fostering a favorable business environment.
  • Lead Generation, Demonstrated a proactive approach in identifying and pursuing new business opportunities.
  • Internet of Things (IoT), Stayed abreast of IoT trends, integrating relevant knowledge into sales strategies.
  • Professional Services, Provided high-quality professional services, addressing client needs with expertise and dedication.

Gigs Volunteering

  • New Hire Orientation Facilitator – Coach for Growth Producer
  • Harvest Prep Mentor – Best Prep Cloud Coach Mentor – Page Education Foundation Mentor
  • Harvest Prep meals packing – Afghan Refugee – Scholastic Book Fair with Vikings at Obama Elementary
  • Junior Achievement Program - Teacher for a day with third graders

Key Accomplishments Responsibilities

  • Utilized a consultative sales approach to understand and address customer needs, ensuring the delivery of tailored solutions.
  • Conducted on-site product demonstrations, effectively highlighting features, addressing customer inquiries, and redirecting concerns towards positive aspects.
  • Quoted and negotiated pricing and terms of sales agreements, demonstrating strong negotiation skills to secure favorable outcomes.
  • Engaged in cold-calling and follow-ups with leads, consistently driving efforts to secure new revenue and expand the customer base.
  • Established and managed appointments with potential and existing customers, actively promoting new products and services.
  • Maintained regular communication with clients to assess overall satisfaction, resolve complaints, and introduce new offerings.
  • Proactively managed client correspondence, meticulously recording all tracking and communications for comprehensive account management.
  • Demonstrated program management skills, contributing to the efficient servicing of existing accounts to maximize revenue.
  • Actively participated in lead generation activities by identifying and pursuing new leads, attending industry events, and building rapport with clients.

Affiliations

  • Phi Beta Sigma Fraternity

Certification

Resident Insurance producer License Property Casualty, Life, Health and Accidental

McKinsey Black Leadership Essentials

Timeline

Associate Project Manager

Thomson Reuters
10.2017 - Current

Technical Support Specialist

Thomson Reuters
08.2016 - Current

Technical Support Representative II

Thomson Reuters
10.2014 - Current

Business Account Manager

AT&T
01.2007 - 08.2008

Business Account Executive

Verizon
07.1997 - 05.2007

B. A in Liberal Arts -

University of Iowa

Associate of Science in Computer Science -

Robert Morris University
Andre KingProject Manager