Dardan Kosumi
Phoenix,AZ
Summary
Highly organized and proven leader in project and account management, adept at fostering client relationships and driving organizational effectiveness. At ADP, spearheaded over 500 Open Enrollment Projects, achieving a 100% Overall Satisfaction score for three consecutive years. Skilled in data analysis and team development, proficient in Microsoft Office and CRM systems, consistently exceeds client and employer expectations.
Overview
10
10
years of professional experience
Work History
Customer Advocate - Payroll
Paycor
12.2023 - 03.2024
- Handled difficult customer situations with grace and professionalism in a fast-paced environment, consistently meeting first-call resolution metrics and resolving escalations.
- Provided exceptional customer service to a high-volume customer base by troubleshooting issues, following up on inquiries and offering education for self-sufficiency.
- Served as a front-line triage by taking ownership and full responsibility of every case.
Associate Project Manager
BuildZoom
12.2021 - 06.2022
- Collaborated with architects, engineers, surveyors and contractors nationwide to manage the pre-construction process for residential homes.
- Played a significant role in generating record breaking revenue amounts for the company, and was awarded the Employee of the Month Award for the month of April.
- Supported senior managers and department leaders by completing projects under tight budgets and schedule demands.
- Mentored associates in approaches designed to exceed expectations of clients and members.
Project Manager of Open Enrollment (OES II)
ADP - Automatic Data Processing
08.2018 - 10.2021
- Managed the completion of over 500 Open Enrollment Projects while maintaining a 100% OSAT (Overall Satisfaction with Associate) score for three years in a row (FY20-FY22).
- Boosted client retention by managing escalations and clients at risk.
- Built long-lasting relationships with clients and vendors, and was directly requested by the majority of clients for future projects year after year.
- Obtained needed resources by strategically negotiating with stakeholders and suppliers.
- Maintained open communication by presenting regular updates on project statuses to clients.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Open Enrollment Team Lead (Contingent)
ADP - Automatic Data Processing
08.2019 - 01.2020
- Conducted over 30 in-person interviews to determine ideal candidates for the role.
- Provided five weeks of training to 12 Open Enrollment Specialists, oversaw day to day operations for 6 months, monitored team performance, set deadlines and provided necessary coaching.
- Updated operational methods, oversaw organizational procedures, tracked information and compiled data to improve efficiency.
- Performed additional duties during unexpected backlog to meet project target dates.
Project Coordinator
Private-Energy Solar Company LLC
02.2017 - 08.2017
- Supervised 200+ projects from start through delivery earning A+ BBB Reviews.
- Collaborated with local and state utility companies, building code departments and Homeowner's Associations throughout Arizona and Florida to facilitate project completion.
U.S. Trade Specialist Assistant (Internship)
Export Center For U.S. Department Of Commerce
01.2016 - 05.2016
- Worked with local businesses to increase state exports by researching economy and trade in international markets and gathering analytic data for small and medium-sized enterprises.
- Provided assistance to local trade specialists including market research, social media and newsletter publication, client database management and event planning and management.
Research Assistant
Information Technology Research Lab
01.2014 - 12.2015
- Played a major role in projects that successfully implemented more efficient methods of organizing and deleting files, saving the business thousands of dollars annually while also eliminating the previous loss in productivity.
Education
Bachelor of Arts - PPEL - Philosophy, Politics, Economics And Law
The University of Arizona
Tucson, AZ05.2016
Skills
- Project Management
- Account Management
- Client Relationships
- Organizational Effectiveness
- Team Member Development
- Customer Service
- Timelines and Milestones
- Data Analysis
- Leadership
- Information Technology Management
- Incident Escalation
- Microsoft Office
- Google Drive
- Windows/Mac Proficient
- SalesForce
- Outlook/Gmail/Front
- Adept in dozens of CRM's
- Type 70 Words Per Minute
Quote
When we can begin to take our failures nonseriously, it means we are ceasing to be afraid of them. It is of immense importance to learn to laugh at ourselves.
Katherine Mansfield
Timeline
Customer Advocate - Payroll
Paycor
12.2023 - 03.2024
Associate Project Manager
BuildZoom
12.2021 - 06.2022
Open Enrollment Team Lead (Contingent)
ADP - Automatic Data Processing
08.2019 - 01.2020
Project Manager of Open Enrollment (OES II)
ADP - Automatic Data Processing
08.2018 - 10.2021
Project Coordinator
Private-Energy Solar Company LLC
02.2017 - 08.2017
U.S. Trade Specialist Assistant (Internship)
Export Center For U.S. Department Of Commerce
01.2016 - 05.2016
Research Assistant
Information Technology Research Lab
01.2014 - 12.2015
Bachelor of Arts - PPEL - Philosophy, Politics, Economics And Law
The University of Arizona
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