Michelle Z Orr
New Orleans
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results.
Organized and dependable at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Project Delivery Manager
Kerridge Commercial Systems
05.2021 - 11.2024
- Established and enforced project timelines and deadlines.
- Created and implemented contingency plans to address potential risks.
- Monitored and tracked project progress to support timely completion.
- Communicated project updates to stakeholders at all levels.
Senior Implementation Specialist
Dealertrack
12.2016 - 04.2021
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Work directly with dealership clientele. Responsible for the implementation, training, and successful transition of the company’s dealership management software
Installer
Reliant Monitoring
08.2012 - 12.2016
- Operated tools and equipment according to safety standards.
- Completed troubleshooting of malfunctions and diagnosed issues. With the assistance of remote support when needed.
- Developed and maintained professional relationships with customer to promote loyalty.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Telecommunicator I
Union County Communications
09.2015 - 08.2016
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Fielded stressful calls while entering information into computer aided dispatch system for police, fire and emergency medical services personnel dispatch.
Service Technician & Customer Service Representative
Morris – Jenkins Heating & Air
04.2010 - 05.2012
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Explained diagnostic findings to customers and outlined repair or service options.
- Inspected equipment to diagnose operational issues.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Tested systems, noting issues and completing preventive maintenance.
Customer Service Representative
Allstate Insurance Company
10.2007 - 04.2010
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Skills
- Stakeholder management
- Project scheduling
- Cross-functional coordination
- Active listening
- Complex Problem-solving
- Documentation and reporting
- Change management
- Time management
Summary
In my most recent role as the Project Delivery Manager, I supervised 3 Project Managers, 2 Assistant Project Managers, while also managing projects and serving as an Implementation Specialist when required. My team worked in both our Distribution and Automotive software while coordinating with our development teams to meet customer expectations. I worked closely with the sales team and senior management to keep everyone abreast of any potential issues or concerns.
My prior roles as an Implementation Specialist, Monitoring Installer and Customer Service roles prepared me to manage uncomfortable customer interactions, understand the art of active listening and problem solving. Although I may not have formal education in my fields, I am a very adaptive learner and most importantly understand the importance of providing great customer service, even when you are unable to fulfill every customer request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 5 staff members.
Timeline
Project Delivery Manager - Kerridge Commercial Systems
05.2021 - 11.2024
Senior Implementation Specialist - Dealertrack
12.2016 - 04.2021
Telecommunicator I - Union County Communications
09.2015 - 08.2016
Installer - Reliant Monitoring
08.2012 - 12.2016
Service Technician & Customer Service Representative - Morris – Jenkins Heating & Air
04.2010 - 05.2012
Customer Service Representative - Allstate Insurance Company
10.2007 - 04.2010
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