Dynamic, results-driven business professional with a substantive blend of interpersonal communications, project management, sales, team-building, budgeting, and customer service skills. 

CORE COMPETENCIES 

✔ Client/Customer Relationship Building                    ✔ Project Management
✔ Interpersonal Communications                                ✔ Employee Acquisition and Team-Building                                 
✔ Budgeting and Resource Allocation                          ✔ Market Research and Analysis  
✔ Time Management                                                   ✔ Change Implementation and Leadership

EXPERIENCE

Independent Business Consultant | Matthew Mammola, LLC
Denver, CO | July 2018 to present
Provide expert advice and direction to companies and organizations with their respective communications, project management, sales, team development, and customer service needs

  • Completed 18 separate vendor audits and subsequent negotiations to achieve an annual cost savings of $12,000 for small, family-owned business

  • Created and executed customer service training program to owner and team of 10 employees targeting competencies such as authentic customer interaction, conflict resolution, and up-selling

  • Worked with financial services entrepreneur to ensure efficient delivery and successful implementation of software solution

Project Manager | CCI Systems, Inc.
Centennial, CO | August 2015 to June 2018
Simultaneously plan, coordinate, execute, and complete multiple projects directly related to the broadband cable industry; namely fiber optic network design and implementation

  • Led team of 10 highly technical fiber optic designers through completion of $650,000, 10-month design and drafting project that resulted in 189 additional miles of fiber optic cable/telecom infrastructure and subsequent splicing documentation for 8 communities located in northern Maryland

  • Increased project profitability by 21% through strict adherence to resource allocation, quality control initiatives, and staff training improvements

  • Provided strategic, operational, and fiscal leadership while working to reach the company's long-term goals and organizational vision

  • Designed and implemented detailed summary reports which provided key performance indicators; including time line, projected completion dates, resource allocation, and funding balances to all project stakeholders; including C-level executives

Communications Manager | Susquehanna Art Museum
Harrisburg, PA | March 2014 - July 2015
Disseminated relevant news and information to strategically targeted regional media outlets using creative means, limited financial resources, and no support staff

  • Expanded local media coverage by 60% through targeted networking and advocacy efforts efforts, translating into a 5% increase in museum attendance

  • Prepared, submitted and monitored grants integral to the underwriting of future exhibitions, educational outreach programs, and operational expenses

  • Conceived, designed and created media press kit highlighting most significant aspects of museum's history, current mission, and future direction

  • Helped facilitate school outreach program that provided arts education to under-served and at-risk youth

Client Services Manager | 2K Networking, Inc.
Harrisburg, PA | January 2012 - March 2014
Managed and coordinated all aspects of client relations for a regional technology solutions provider with over 600 active clients

  • Planned and executed customer service strategy resulting in a 15% overall increase in client satisfaction scores and a 95% client retention rate

  • Led $17,000 business/customer relationship management software (CRM) upgrade project from pre-planning to training and final integration

  • Collaborated with senior staff to determine and establish strategic direction regarding products, services, and rate structure

  • Drafted written communication consisting of general correspondence, newsletters, website updates, and in-depth marketing reports

Advance Sales & Reservations Assistant Manager | Aspen Skiing Company
Aspen, CO | May 2008 - January 2012
Recruited and developed a seasonal staff of 20+ representatives that provided total customer care (sales, information requests and vacation planning assistance) to guests of a $100 million world-class mountain resort destination

  • Increased and maintained overall guest service satisfaction levels of 94% through enhancement of guest service offerings, follow-up, customer service training, and routine employee incentives

  • Promoted resort to potential visitors, numerous media outlets, and wholesale tour operators through engagement at domestic and international ski trade shows

  • Reduced operating budget by 25% through tactical staffing and the renegotiation of service contracts with outside vendors

  • Created and executed training program that focused on teamwork and cross-departmental job-sharing duties

Call Center Representative | Aspen Skiing Company
Aspen, CO | September 2006 - April 2008
Integral member of cross-functional team responsible for answering in-bound telephone inquiries regarding all activities associated with mountain resort destination

  • Acquired ability to employ tact and diplomacy to confidently manage potentially volatile situations; all while maintaining the highest level of quality customer care and service

  • Cultivated synergistic relationships with national sales, marketing, ski school, mountain operations, and accounting teams

  • Awarded “Eco-Star Performer” honor for my development of an electronic phone directory, which reduced paper use, alleviated solid waste, and saved approximately $15,000 annually

  • Prepared office manual addressing best practices and procedures which resulted in consistency and improved operating efficiencies

EDUCATION

Pennsylvania State University, State College, PA
Master of Arts degree
Concentration: Humanities

La Salle University, Philadelphia, PA
Bachelor of Science degree
Major: Business Administration

CERTIFICATIONS

Scrum Alliance
Certified Scrum Master - August 2019

Project Management Institute
Project Management Professional (PMP) Certification - anticipated May 2019

Colorado Creative Industries
Change Leader Institute graduate - November 2018