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