Chad Carroll is a project manager with over 10 years of experience in project management, customer relations, and process improvement. He has managed the implementation of voice applications and quality assurance testing. His experience also includes sustainability coordination for film festivals and management roles in customer service and car rental. He holds a bachelor's degree and a certificate in sustainability management.

1. 1065 Logan St ● Denver, CO 80203 ● (303)619-1008 ● thechadcarroll@gmail.com
Chad Carroll
Professional Summary
 Success driven, business professional with over 10 years of extensive project, support, and
organizational management, with a proven track record of meeting and exceeding project
implementation goals and implementation timelines resulting in increasing and maintaining
company profitability.
 Comprehensive client relations experience rebuilding and mending broken or damaged
relationships.
 Proficient in implementing operational process improvement strategies and optimizing employee
efficiency.
Key Strengths
 Project Management
 Quality Assurance
 Strategic Planning
 Process Improvement
 Data Evaluation
 Employee Development
 Team Building
 Performance Driver
 Problem Solver
 Client Relations
 Customer Service
 Marketing/Sales
 Quarterly Business
Reviews
 General Office Skills
 SharePoint
 SalesForce
 Professional Presentations
Professional Experience
Telerus/Securus Technologies Denver, CO Oct 2012 – Dec 2014
Project Manager (Nov 2013-Dec 2014)
 Frequently reviewing the implementation process/protocol on an ongoing basis to make
recommendations for improvement.
 Responsible for simultaneously implementing numerous Telerus/Securus voice applications in
various project stages in a hosted data center environment.
 Analyzing and validating data files provided by clients in various formats; ASCII formatted text files,
Comma Separated Values (CSV), XML, and Excel files.
 Performing Quality Assurance on all implementations prior to deployment.
 Managing project development from initiation to closure.
 Setting Project deadlines associated with each step of the implementation process.
 Evaluating clients’ usage statistics to identify underperforming applications and then engage clients
for collaboration necessary to improve performance.
 Consulting with customers and technical team to ensure service issues are expediently resolved and
enhancement requests considered for the product roadmap.
 Maintaining up-to-date documentation for the status of all current implementations.
 Analyzing and reporting usage statistics with the client within the first 30 days of production.
 Consistently demonstrate a customer-first philosophy and the organization's core values of
innovation, excellence, and integrity.

2. Customer Relations Manager/Support Manager (Oct 2012-Nov 2013)
 Review usage metrics to identify sites at risk and in need of attention.
 Analyze and report usage statistics to clients on a recurring basis.
 Proactively and systematically contact clients so to understand their unique issues and personalities.
Survey every customer's satisfaction level with goal to fix issues and achieve reference.
 Manage escalated transaction support issues in collaboration with Call Center associates.
 Reviewing new and existing implementations for quality assurance.
 Communicating site-related information to sales team.
Boulder International Film Festival Boulder, CO Sept 2012 – May 2014
Sustainability Coordinator (Sept 2012-May 2014)
 Coordinate, track and carry-out initiatives in the BIFF sustainability plan.
 Research resources and potential vendors.
 Promote and execute a ZERO Waste event.
 Educate and inform BIFF partners and vendors on options for sustainable practices to support BIFF
event.
 Assist BIFF in reducing paper usage through creative measures and reduction of materials.
 Coordinate, inform, and communicate alternative transportation options to vendors and attendees.
 Marketing and branding sustainability initiatives.
 Train and educate staff and volunteers on BIFF sustainability initiatives.
Transcom/Cloud10 Centennial, CO Nov 2006-Aug 2011
Business Manager (Nov 2008- Aug 2011)
 Managed the development of a new client project from inception.
 Strategically set and met planning and implementation deadlines critical to a successful launch.
 Capturing client and business needs and requirements through collaborative end-user discussions.
 Effectively communicate with professionals of all levels including interaction with international
vendors.
 Responsible for meeting client expectations and deliverables specific to customer service, call
metrics, compliance measures, and quality.
 Continuously deliver top level customer service on each and every customer interaction. Reviewed
and assisted in the negotiation terms of the S.O.W.
 Directed and utilized the resources of 10+ Supervisors on a project of over 400 agents.
 Prepared and analyzed performance data and reports evaluating for areas to improve overall
performance.
 Driving supervisor and team’s performances above that of Client expectations.
Supervisor (Nov 2006-Nov 2008)
 Directed several teams of customer service representatives, with an average of 30 agents per team,
for numerous clients.
 Responsible for setting daily, weekly, monthly goals with employees, step planning and coaching to
consistently meet and exceed those goals.
 Consistently and effectively handled escalated customers to resolve sensitive issues.
 Additional responsibilities included training, interviewing, recruiting, and workforce management.

3. Enterprise Rent-A-Car Denver, CO Sept 2004 – Nov 2006
Branch Manager (Sept 2005 – Nov 2006)
 Maintained and grew branch to over 55 accounts by identifying new prospects, rekindling business
relationships and executing creative marketing strategies.
 Responsible for developing, communicating and enforcing policy, organizing sales meetings and
presentations.
 Improved overall body shop accounts business by 35%.
 Signed and managed 15+ new corporate accounts.
 Achieved profit growth of 13% from previous year.
 Increased customer satisfaction by 23% year to date.
Assistant Manager (Sept 2004 – Sept 2005)
 Accountable for an average of 1,150 cars and aided in the management of a staff of 40+ employees.
 Profit growth of 20% from previous year.
 Awarded the top Customer Service Award in the Group four out of five months.
Education
University of Colorado Boulder, CO Aug 1999— June 2003
Bachelor’s Degree in Arts and Sciences/ Communications, June, 2003
Certificates
Professional Certificate in Sustainability Management, August, 2012
Awards
Top ESQI (Customer Service) in Group, February 2006 - April 2006, June 2006
Recommendations
Randy Fischer, VP Finance/HR, Cloud 10 Corporation
“I recommend Chad very highly – he is a consistent performer that tirelessly takes on new challenges and always
with a laugh and a smile!”
Jim Collins, Area Rental Manager, Enterprise Rent-A-Car
“Chad was an extremely professional and motivated member of my team while I worked at Enterprise Rent-A-Car.
Chad has a gift that enables him to effectively work with any type of client or employee. I would recommend Chad
as a great hire for any team.”
Dawn Mastreno, Rental Manager, Enterprise Rent-A-Car
“I had the great pleasure of watching Chad mature from a relatively new Management Trainee to a highly effective
Assistant Manager. Chad is a hard-working individual who has a knack for gaining trust and respect from his
subordinates. He was well respected, as an person and professional, by employees, colleagues, customers, and
major account representatives. During his time with me, Chad was always professional, timely, and full of positive
energy. Based on my experiences with Chad I can recommend him without reservation for any position he feels
qualified to pursue (especially if it involves employee management).”