Robert V. Crescenzo, PMP
Atkinson, NH 03811 firstname.lastname@example.org (h) 603-362-5439
EXPERIENCED PROJECT MANAGEMENT PROFESSIONAL
PROJECT STRATEGIST WITH STRONG TRACK RECORD OPTIMIZING WORKFLOW AND EXECUTION
Veteran Leadership for Every Stage of Project Lifecycle from Development to Post-Launch Monitoring
Six Sigma Trained with Proven Ability to Exceed Expectations for Cutting Costs and Ensuring Effective Operations
Project Management Process Improvement Resource Management Budgeting Data Analysis Operations
Scheduling Profit and Loss Client Relations Supplier Management Team Development Performance Tracking
AMERICAN EXPRESS TRAVEL
Travel-related services company providing cororate travel planning solutions.
Project Manager – Service Delivery /Customer Relations (2001 to 2012)
Directed and streamlined operations for office teams dedicated to providing consistently high standards of
support for key company account, BAE Systems. Drove projects that maintained profitability, reduced
expenses, and resolved irregularities in service to ensure account satisfaction and overall efficiency. Steered
business expansion through client presentations on continuous improvement and department quality and team-
member effectiveness. Key participant in Six Sigma-focused ‘Initiative’ project teams assigned to analyze and
implement solutions for Quality in Reporting, Telecommunications Costs, and Work at Home transition
projects. Provided reporting for DCAA and FAR compliance.
Led projects developing new opportunities to meet client needs, including new pricing tools for
negotiated airline fares, non-refundable ticket tracking, online booking, and ticket exchange in order to
diversify capabilities. Considered best performing team in company.
Increased account volume from $35M to $78M through implementation of innovative consolidation
effort combining several companies into one account for BAE Systems.
Drastically reduced cost per transaction by implementing transition to Work at Home system,
decreasing necessary labor force and creating client cost savings above $200k and leading to
opportunity to direct similar changes across American Express.
Chosen to develop Telecommunications plan to move 1500 employees to Work at Home
program from three closing Business Travel Centers. Reported directly to the Senior Vice President of
Business Travel Network for this project.
Created $500K in annual savings by renegotiating or repositioning broadband/telecomm contracts
for current Work at Home staff.
Dramatically improved upon customer service communications process, implementing changes
that increased number of survey responses from 680 per year to 1400 with results showing 86% highly
satisfied and 97% satisfied.
Developed Global Crisis Plan to provide solutions and strategies in event of natural disasters and
other events able to disrupt services, such as 2010 volcano in Iceland and 2011 tsunami in Japan. This
plan later used as a template for other major accounts.
Provided reporting and interpretation of results for DCAA and FAR compliance. Recommended
changes in client’s travel policies to comply with Government Agency regulations.
Consultant to client during travel policy reconstruction. Advised client on areas of enhancement to
their travel policy, and how these modifications could be electronically monitored for compliance.
Robert V. Crescenzo, PMP
Atkinson, NH 03811 email@example.com (h) 603-362-5439 Page 2
Manager/Project Manager/Team Leader (1996 to 2001)
Championed projects spanning process improvement and streamlining intiiatives for key Lockheed Martin
account. Liaised between customer and department to align company capabilities with client needs and set
expectations. Instrumental in negotiating mutually beneficial initial terms for rates on hotels and airfares.
Leadership of teams focused on reducing costs and increasing productivity, including streamlining time tables,
schedules, and existing plans of action.
Oversaw development and implementation of online booking tools in order to meet parameters
of client request.
Member of American Express New England Blue Box Council, ensuring high levels of service
delivery through intensive communication between all American Express divisions.
Customer Relations contact for all Divisional Travel Managers at Lockheed. Managed customer
service issues and developed plans to ensure exceptional customer service provided to all employees.
Manager – Business Travel Center (1991 to 1996)
Supervised top-tier management of 25 accounts, including prominent Lockheed Martin account. Controlled
costs and profitability, ensured accuracy of revenue share settlements, monitored account reporting, and
resolved credit card issues. Ensured effectiveness of individual projects by delivering precise leadership and
oversight throughout lifecycle. Produced comprehensive breakdown reports on all aspects of travel center
operations and analyzed data to pinpoint opportunities for improvement and greater functionality.
Received recognition through presentation of New England Region Management award as
outstanding contributor in cooperation, cost reductions, and consolidation of workflow.
Increased productivity 12% within first year of tenure as manager of reservations center.
Project Management Professional, Project Management Institute 2012
Project Management Certification, University of Phoenix 2006
Six Sigma, Green Belt, Internal American Express Training
Public Speaking Mastery, Dale Carnegie
Bachelor of Science in Electronic Business Management, University of Phoenix