Catina Cooper-Rogers
Manchester,TN
Summary
Resourceful Project Manager with 15 years of expertise in organizing business operations, financial oversight, team management and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget, payroll and financial management.
Overview
15
15
years of professional experience
Work History
Apple Support and Project Lead
Apple INC
06.2015 - Current
- Assisted 50+ customer interactions/day, giving detailed, personalized, friendly & polite service to ensure customer retention through evaluation processes for improvement
- Helped train new employees on how to use Core and other internal systems, entering customer data
- Helped the team be composed and efficient during release season, maintaining a 100% customer satisfaction rate according to post-support surveys
- Researched complicated cases without prompting to provide more comprehensive service to customers through quality focus and ensuring quality standards are met and/or exceeded.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Streamlined project management processes by implementing Agile methodologies and improving team communication.
Project Manager
SCA INC
07.2013 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Oversaw the successful execution of special events, including fundraising galas and community engagement activities, that showcased the organization's impact and attracted new supporters.
- Built strong community partnerships to support organizational goals and expand outreach efforts.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Reported regularly to managers on project budget, progress, and technical problems.
Manager
Sykes
08.2011 - 06.2015
- Analyzed statistical trends, opportunities and metrics for team members
- Responsible for maintaining a functional knowledge level of Human Resources policies and procedures to ensure consistency and accuracy
- Worked on a change management project to improve the shift bid process and to sustain the department performance
- Assisted with a new career developmental program for frontline employees, as well as, the hiring of candidates
- Reconciled missed punches, classified sick pay and unpaid time off as well as submitted requests for time and wage corrections
- Onboarding and exit interviews
- Facilitated team meetings and trainings
- Verified and updated schedules, as well as, reconciled any mispunches.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Team Leader Manager
New Corp
06.2009 - 08.2011
- Worked closely with the team, motivating and coaching as well as hosting team meetings
- Reported and escalated appropriate problems to the Customer Service Account Manager as well as working side by side to highlight operational risk and areas for improvement
- Ensured training and development plans are maintained for all team members
- Used company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Managed the fair and consistent application of performance management and disciplinary measures as necessary
- Kept up to date with any industry changes affecting the business and relayed this knowledge back to the team
- Worked with the management team to identify and deliver positive change and business efficiencies.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Contributed to the development of company-wide best practices by actively participating in leadership meetings and sharing insights from the team''s experiences.
Education
Masters - Business Administration
University of Phoenix
Arizona06.2020
Masters - Health Care Administration
University of Phoenix
Arizona06.2020
Bachelors of Science - Health Care Administration
University of Phoenix
Arizona06.2017
Skills
- Adobe Acrobat
- Microsoft Excel
- Human Resource
- QuickBooks
- Logistics
- Windows
- CMX
- WebEx
- Core
- KBase
- MAC
- Citrix
- Payroll
- Accounts Payable
- Accounts Receivable
- Recruiting
- Project Management
- Leadership skills
- Project Planning
- Collaborative mindset
- Process Improvement
- Task Delegation
- JIRA
- Technical Support
- Microsoft PowerPoint
- Avaya Voice Portal
Timeline
Apple Support and Project Lead
Apple INC
06.2015 - Current
Project Manager
SCA INC
07.2013 - Current
Manager
Sykes
08.2011 - 06.2015
Team Leader Manager
New Corp
06.2009 - 08.2011
Masters - Business Administration
University of Phoenix
Masters - Health Care Administration
University of Phoenix
Bachelors of Science - Health Care Administration
University of Phoenix
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