Project Management Manager

Sowmya Rengarajan

**** ******* ******* *******, ** 30319

404-***-**** ad5d2t@r.postjobfree.com

OBJECTIVE

A versatile end to end Project Management professional with over 10 years of experience in the financial/retail industry. Recognized experience in business analysis, project management, infrastructure management, technical events management, and operations with a strong drive for results. Achievement driven collaborator with excellent verbal and written communication skills and the ability to handle complex business situations.

SKILLS

Total Systems (TSYS)

Business Process Outsourcing (BPO)

Client Relationship Management

Call Center Management

Credit/Debit Card Operations

Payment Processing

Microsoft Office Professional Suite

PCI DDS 2.0

Business Analysis

Business Process Improvement (BPI)

Salesforce

Supply Chain Operations

Office 365

Third Party Logistics Services

Vendor Liaison

Clarity

Governance, Risk and Compliance

Project Management Methodology (Waterfall

and Agile)

SDLC

Microsoft Azure DevOps

Power BI

Concur

Microsoft Dynamics CRM

PROFESSIONAL EXPERIENCE

Nth Degree, Atlanta GA February 2023- Present

Project Manager, February 2023 - Present

● Successfully pivoted into the events and tradeshow space and managed multiple IT projects while streamlining various initiatives geared towards business development

● Created and maintained a Steerage Committee to ensure that leadership is aware of key initiatives and any impending road blocks

● Instrumental in managing offshore development teams with a focus on tasks management

● Presented detailed weekly reports to leadership showcasing relevant status updates for critical and non critical projects

● Resolved various project management issues including, scope creep, time and resource constraints

● Followed project specific project management methodology for efficient results

● Used Microsoft CRM to track and manage user level errors end to end

● Worked closely with the operations team to create and manage various enhancements to the mobile application, which was used daily on the show floor

Fiserv, Atlanta GA December 2011- February 2023

Project Manager, March 2015- February 2023

● Successfully managed multiple global projects directed toward strategic business and other organizational objectives

● Built and established rapport with multiple stakeholders to ensure that key initiatives and goals are successfully met

● Maintained continuous alignment of program scope with defined objectives while managing schedule and performance to ensure ultimate success

● Presented weekly reports on current programs with a focus on status, next steps, risks, and issues

● Collaborated closely with technical teams on a multi org

● Resolved various project issues including, staffing shortages, scope creep, and divergent business and user needs

● Assessed business implications each project phase and monitored progress to meet deadlines, standards, and costs

● Worked on developing key performance indicators across various business units

● Engaged and led monthly steering committee meetings to identify variance and risk drivers

● Managed cyber security initiatives, and vulnerabilities management on a department level Business Analyst, December 2011 – March 2015

● Tracked and managed multiple platforms to remediate all FDC’s non secure file transmission protocols by migrating to the use of secure protocols such as SFTP/SSH, HTTPS, FTPS, Connect: Direct Secure+, Blue Zone and CSP/SSH

● Researched, analyzed, and identified non secure file transmission sources to determine if work is within the scope of the program

● Assessed risk level of each transmission and prioritize remediation to eliminate risk of penalties due to FFIEC and PCI compliance

● Planned and coordinated resources and point of contacts for meetings

● Managed remediation plan and timeline; assign and follow up on tasks

● Scope, risk, and issue management

● Maintained SharePoint sites for each platform and create workflow within each site for reporting purposes

● Managed project communications (written and verbal); create PowerPoint reports for monthly senior management status meetings

● Created multiple excel spreadsheets to maintain statistical data regarding overall completion of project

● Collaborated with different teams to determine the number of hours and sizing that is required for each platform to complete migration

Manhattan Associates, Atlanta, GA April 2010 - May 2011 Customer Support Consultant, April 2010 – May 2011

● Provided support for customer inquiries via telephone, email, and/or internet, serving as a resource to record and research client problems while taking the required steps to solve these problems in a timely and efficient manner

● Assessed the nature of customer problems, resolved multiple support issues, and escalated complex issues to appropriate technical customer support specialists

● Has direct contact with client’s technical and administrative personnel in warehousing, shipping, and transportation settings

● Possessed knowledge of most product lines with specific expertise in application of problem-solving techniques on, but not limited to, System I, Open Systems, UNIX, and Windows Platforms

● Understand database design and structure including client server platforms

● Recognized potential customizations and operational development for client’s current business operations

● Primary liaison between clients, third party vendors, and the internal legal department while creating multiple keys for different licensing products

Comp Credit Corporation, Atlanta, GA January 2005 – November 2009 Customer Service Manager/Research Specialist, September 2008 – November 2009

● Successfully managed all Tier 1, Tier 2, and Tier 3 needs/requirements through extensive follow up procedures

● Oversaw legal and personal complaints from customers and investigated collectively with other departments such as Legal, Fraud, Collection and Payment Research to ensure that cardholder grievances were managed and resolved

● Performed daily callbacks to cardholders and Powers of Attorney and follow up through emails and letters to provide them with details of the actions being taken

● Furnished cardholders and Powers of Attorney with billing statements, terms, and conditions, signed applications and original marketing solicitations in a timely manner

● Prepared monthly reports based on daily logs of account maintenance and presented it to the training department with interpretation of the findings, and recommendations to assist in improving customer service

● Made decisions on accounts based both on judgment and conclusion of investigations that would dissuade cardholders from taking further legal actions that may harm the company Vendor Improvement Specialist/Outsourcing Coordinator, January 2008 – August 2008

● Created and executed a team that effectively supported client programs, products and services in Chennai, India

● Trained, developed, and coached multiple teams to ensure that both client and consumer satisfaction were met

● Established performance goals to meet efficiency levels, sales targets, and quality assurance standards while reducing costs by 30%

● Wrote/Updated the Telemarketing policies and procedural guidelines

● Conducted calibration sessions with survey team as needed based on the IVR and FCR results Senior Quality Control Analyst, January 2005 – December 2007

● Reviewed each completed monitoring session with the Representatives and their immediate Supervisor (as outlined in the Quality Assurance Operational Standards), and provided detailed feedback reports according to established guidelines

● Held bi-weekly teleconferences with the supervisors to ensure that the representatives were following policies/procedures and were working towards attaining a score of 90%

● Evaluated, mentored, and developed Representatives to ensure a responsive customer-oriented attitude and a clear understanding of the importance of their role in maintaining the highest level of quality service

● Identified trends and/or training needs and made recommendations to the management team. Remained constantly updated on any changes regarding customer account processes and procedures

● Facilitated soft skills training for agents/ Trained new hires on quality guidelines and procedures

● Monitored each Representative (a set number of times per week, based on established Quality Assurance Operational standards) to ensure that policies and procedures were being followed and that quality expectations and standards were being met

EDUCATION

Bachelor of Science in Political Science

LANGUAGES

English (Fluent) Tamil (Fluent) Hindi (Basic) Spanish (Basic) REFERENCES

Available upon request

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