Shane Dougherty: Project Director in Ann Arbor, MI

Marketing Management | Data Analysis - Developed the client 2.0 website; directed more than 40 team members across four countries, including China, India, United Kingdom, and United States for the development of the website - Maintained collaboration with client regarding website development as well as with new scoring measures to calculate scores; communicated with employees for weekly updates on the development status of the website; organized and led global project testing of website for staging site and ultimate launch of new 2.0 website - Led the development of Global Engagement website while maintaining strict conformity with the standards of global client; led the launch of the global website in Africa, Asia Pacific, Canada, Europe, Mexico, and South America - Oversaw the documentation of daily sample files received by global client while guaranteeing the accuracy and timely completion of sample file counts to efficiently mail survey to consumers - Conducted analysis of data to ensure efficiency and to determine bonus levels for employees of various dealerships Customer Experience Management | Administrative Support - Ensured the overall quality control of phone surveys throughout the United States and Canada for the Quick Touch program and graded call center performance to ensure adherence to high standard of the client - Pioneered the Customer Metrics Dashboard for United States client, allowing them to view three separate programs on one webpage Growth and Development Impacts - Awarded President’s Award in recognition of exemplary performance, embodiment of core company values, and superb value delivered to customers - Earned designation as subject matter expert (SME) of all aspects concerning the client website on January 2015 - Achieved on-time launch of the website despite the delay of other aspects and maintained coordination with information technology management in acquiring additional resources for the completion of the website - Successfully attained Perfect Service Quality Evaluation (SQE) Award on August 2013 which was presented according to the development of Customer Metrics Dashboard for US clients; achieved perfect scores on each evaluation

Financial Analysis and Support - Administered comprehensive analysis of data to view year-over-year enrollment and closely collaborated with director of marketing in identifying effective marketing plan for the upcoming year. - Managed the completion of weekly financial reports to be delivered to the Executive Director for assessment purposes as well as for further discussion in meetings. - Supervised the augmentation of financial optimization plan through course consolidation. - Formulated weekly submission of billing statements. - Monitored accuracy of office supply details for ordering, including the Indianapolis office. Customer Service | Administrative Support - Accomplished the role as 1st responder, responsible for providing high-quality customer service to existing and potential customers. - Advised customers and recommended best option for students during course consolidation. - Accommodated phone calls and disseminated important messages to appropriate personnel. Growth and Development Impacts - Obtained best consolidation rate at The Princeton Review-Michigan with more than 90% success rate.

Customer Service | Administrative Support - Demonstrated expertise in organizing and finalizing paperwork for accurate patient medical records. - Answered phone calls and distributed important messages to appropriate personnel. - Organized schedule of office meetings of executives of the company. Growth and Development Impacts - Attained promotion as Central Supply Manger from serving as file clerk. - Accomplished numerous pay raises as well as merit-based bonuses for four consecutive years.