Summary
Overview
Work History
Education
Skills
CustomerServiceRepresentative

JOSHUA THEW

Lake Mary

Summary

Proactive and experienced project manager with over 10 years of valuable experience in implementations and operations. Led multiple client product integrations, overseeing the entire process from pilot testing to full deployment. Ensured seamless product delivery and client success through comprehensive post-roll-out trainings. Demonstrated exceptional leadership skills by hiring, training, and managing nationwide teams of 25+ individuals. Coordinated pilot programs, managed on-site and remote product deployment, and conducted thorough on-site investigations to address any post-deployment service issues.

Overview

17
17
years of professional experience

Work History

Consulting Project Manager

FREELANCE
Orlando, FL
12.2023 - Current
  • Conducted several event projects for multiple clients.
  • Designed new projects with timelines, budgets and scope of work plans.
  • Introduced new systems of organization to streamline company changes.
  • Sourced, vetted and managed vendors needed to accomplish project goals.

Senior Implementation Manager

DERIVE SYSTEMS
03.2022 - 12.2023
  • Acting functionally as Director of Operations between bases of enterprise operations in Florida and Colorado.
  • Oversaw Enterprise Customer Success, Implementations, Production, Returns, and Shipping departments.
  • Oversaw and managed the transition and move of company base of operations from Florida to Colorado.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
  • Built and managed a nationwide direct and contracted installation team of 25+ individuals.
  • Continued positive rapport post-implementation with clients by availing self on customer success calls and service-level agreement reviews.

Projects Manager, Customer Success

DERIVE SYSTEMS
03.2019 - 03.2022
  • Managed client relations on senior enterprise level.
  • Helped achieve company growth goals by facilitating and coordinating client engagements.
  • Identified plans and resources required to meet project goals and objectives.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Managed projects from procurement to commission.
  • Proved successful working within tight deadlines and a fast-paced environment.

Assistant Operations Manager/Customer Support Manager

DERIVE SYSTEMS
03.2014 - 03.2019
  • Provided oversight all aspects of customer support processes to encourage company efficiency enterprise-wide
  • Supervised and coached team members on customer service rapport and maintaining client relationships
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Coordinated with General Manager in different operational issues and promotional activities.

Managing Director & Operations Manager

Nerdapalooza, LLC
03.2008 - 02.2014
  • Managed the organization of annual charity music and arts festival (5000+ attendees) from beginning to end, including all aspects of logistics planning, budget management, and performer coordination, until dissolution of company.
  • Led team of 5 directors responsible for the overall oversight of festival deliverables.
  • Engaged in the contracting and booking of 40+ acts annually, including hospitality arrangements and performance fees.
  • Established relationships and coordinated with local hotels and convention centers in creating a safe and suitable environment for hosting of yearly event, taking to account all attendees, musicians, panelists and special guests, vendors, and sponsors.
  • Managed budget accounts for procurement and vendor management, including strategizing and negotiating business-to business relationships; fostered collaboration and ongoing relationships with vendors to secure bottom line.
  • Under leadership, the event was recognized in Orlando Weekly's 2012 and 2013 "Best Of" lists for "Best Music Festival" and "Best Annual Event"

Education

PMP Certification - Project Management

Project Management Institute
Allentown, PA
04-2023

Skills

  • Project Management
  • Jira/Confluence
  • CRM Software
  • SaaS Management
  • Microsoft Office Suite
  • Software implementation
  • Business implementation
  • Business process reengineering
  • Cost control
  • Solutions Delivery & Installation
  • Change Management
  • Vendor Management

Similar Profiles

CREATE PROFILE
JOSHUA THEW