Soonie K. Choi, PMP
Project Management/ Operations Support
Process & Performance Improvement / Customer Service / Vendor Relations / Quality / Problem Resolution / P&L / Proposals / Virtual Operations / Call Centers / Change Management / HR & Staffing/Budgets
Led multiple IT/network projects in fast-paced, rapidly changing environments with strict time constraints, ensuring profitable return. Managed projects from concept through completion including requirements, project planning and definition, staffing, scheduling and resource allocation. Set up/directed call center for rapid customer problem resolution.
- Accurately priced two-month project, securing $1M contract with Hawaiian Telecom for Networks, Inc.
- Completed project to switch IP definition from Verizon to Hawaiian Telecom, generating 65% profit
- Managed "emergency" customer service for HT, resulting in 75% profit for three-week project
Key Skills: Bilingual English/Korean. US Citizen. Managing vendors, contracts, and negotiation process*Meeting customer expectations through service level agreements* Creating clarity out of chaos* Managing multiple, competing priorities* Taking ownership of projects and gathering resources for rapid ramp-up and on-time completion.
BA, Sook Myung Women's University, Seoul, Korea. AAS, Business Software Applications AAS,Cisco Networking, Heald College.
PMP, Project Management Professional, PMI. CCNA, (2001-2004) 2006 Top 50 High Tech Leader, Hawaii
Highlighted Accomplishments
Accurately priced/proposed two-month project, securing $1M contract with Hawaiian Telecom for Networks, Inc. Islands' telecom provider purchased Verizon's DSL business lines for the state and needed to cutover/return IP address in eight weeks. Persuaded CEO to replace $175K estimate with $1M proposal, because failure to meet short deadline would result in $2M fine for Hawaiian Telecom. Collaborated with CEO to submit proposal and secure account.
Completed project to switch IP definition from Verizon to Hawaiian Telecom (HT), generating 65% profit while completing project in five weeks, three weeks ahead of deadline. Modified web-portal for project and set up call center through sub-contractor within one day, establishing center of communication. Recruited staff from other islands and trained additional out-sourced engineers. Created web-portal training in 30 minutes for more than 70 Hawaiian Telecom staff. Completing project successfully and early generated three more projects in six months and master contract.
Managed "emergency" customer service for Hawaiian Telecom, resulting in 75% profit for three-week project at Networks, Inc. HT had 5000 calls from unhappy residential customers in one weekend. Recruited tech students from university in response to request for immediate assistance. Submitted proposal and received approval in one afternoon. Placed tech team at HT site the following morning. Implemented on-going training for new technicians. Ran 24x7 with two shifts for three weeks straight. Hired and directed two on-site project managers. Maintained high quality standards.
Designed business plan for vendor, doubling line of credit for Networks, Inc. Office Manager had failed to invoice customers and record payables. Key vendor halted shipments and denied credit line, insisting on switching to cash basis. Presented vendor with turnaround business plan including schedule of payment. Doubled credit line in 10 weeks, convincing other vendors who had also denied credit lines, to re-open accounts with higher credit lines.
Career Summary
Networks Inc., $2.5M leading computer networking consulting company in Honolulu, HI.
Vice President, 2003 - 9/2006. Direct IT, finance, field service, customer service, and HR. Manage $2M budgets and 15 technical, sales, and administrative staff. Review proposals and oversee projects. Recruit nationally/internationally, train and mentor staff and act as a liaison for all functional teams. Manage vendor and client relations.
General Manager, 2002 - 2003. Led all major projects and managed HR, accounting, and purchasing. Direct all aspects of projects. Conducted project meetings and managed client expectations, vendors and implementation partners. Reviewed project deliverables for quality and managed problem resolution.
Customer Relations Director/Assistant Operations Manager, 2001 - 2002. Managed Engineering Department working with 200 clients and responding to 30-50 customer calls per day. Resolved client problems, scheduled/dispatched engineers, managed major upgrades, order parts and handled RMAs.
Previously, Sales, Finlay Fine Jewelry; Owner, Paradise Fashions, Co-Owner/VP, Advanced Coatings - Honolulu, HI.