Project Customer Service

G inger Oliver

** ********** ****** ***** *****, I L Phone: 847-***-**** E-Mail:

*******@*****.***

PROF I LE

15+ years’ experience in user acceptance testing of proprietary software, creating customer

specific

documentation and t raining end users via webinar to efficiently utilize software

15+ years’ experience developing, implementing, and managing complex projects within

t ime and

budgetary constraints.

An organized, results-oriented, and conscientious self-starter, able to strategize, prioritize,

and apply

p roblem-solving skills effectively to accomplish multiple tasks and stay calm under

p ressure.

A highly skilled listener and communicator with strong leadership and interpersonal skills,

able to assess

client needs and convey necessary information with clarity.

Computer Skills: Microsoft Office 2007 and 2010, M icrosoft Visio 2007, M icrosoft Project

2010, HP

Quality Center, and In ternet tools.

PROFESSIONAL EXPER IENCE & KEY COMPETENC IES

User T raining: • Created Customer Specific Training documentation for software

use.

• Presented t raining seminars via webinar and onsite.

• Procedure documentation to define and enhance user’s roles and

r esponsibilities in software usage

User Acceptance/ • Create test plans and test cases using detailed business

requirements,

Quality Assurance Testing:

f unctional documents, and processes.

• Perform data validation to ensure complete and accurate data in

applications.

• Ensure comprehensive test coverage exists by understanding the

t est scope and approach of dependent QA groups.

• Interface with QA manager to report on project and program

m ilestones.

• Responsible for defect management, including monitoring and

r eporting on defect resolution.

• Assist with creation of and maintaining QA procedure documents.

P roject Planning and • A nalyzed customer needs as related to web-based processes.

I mplementation: • Completed Request for Information (RFI) for both vendors and

customers to collect information about supplier capabilities for

comparative purposes.

• Generated project plans and schedules to assist with monitoring

p rogress by defining sub-goals, milestones and tasks, and time and

r esource planning.

• Assisted i n determining benchmark figures for project

i mplementation and developing documents to report out on project

p rogress/results.

P roject M anagement and • Prepared and delivered all scopes of work and job orders to

necessary

D ocument Control: subcontractors.

• Generated, updated and t racked all RFIs, submit tals, and

p rocurement i tems; clearly communicated necessary information to

Sales and Technical Support staff and customers to ensure the

p roject schedule was successfully maintained/met.

Ginger Oliver Page 2

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• Monitored project progress and success, including assessing r isks

and hazards to the success of the project and taking appropriate

measures for avoidance.

• Created process documentation as part of project closure to ensure

ongoing success of application use

• Create Online help to support customer specific usage of software

F inancial Management: • Generated internal budgets at project start-up.

• Compiled and t racked “Cost to Complete” on monthly basis to

determine commit ted vs. budgeted costs.

• Reviewed and prepared all necessary change order requests

ensuring validity of pricing and consistency of presentation to

owner.

Relationship Management: • Developed client relationships through being available for

client requests and working collaboratively with Sales and

Technical Support staff to accomplish client goals.

• Managed communication and t raining for field associates on all

aspects of software t raining, related processes and procedure

• Maintained close communication with project team regarding client

contact tactics and strategies.

• Developed and sustained positive subcontractor relations through

establishing and maintaining good communication and offering

solutions; communicating on responsibilit ies, changes and issues,

and following up on requests in a timely manner.

WORK H ISTORY

JPMorgan Chase- Chicago, I L April 2012 to Present

User Acceptance Testing

OfficeMax- Naperville, I L November 1999 to November 2011

Technology Specialist (11 /2006 - 11 /2012)

eCommerce National Coordinator (11 /1999-11 /2006)

R.P. Lowery & Associates- Chicago, I L January 1994 to January 1999

Project Management

Near North Insurance Brokerage- Chicago, I L January 1987 to January 1992

Operations Manager

PROFESSIONAL TRA I N I NG & DEVELOP MENT

Corporate Sponsored Training for Insurance (Property and Casualty, Supervisory Skills – Chicago

School of Insurance), Facilitation Management with DDI, Oakbrook, I L and M icrosoft Office,

M icrotrain, Chicago, I L.

JPMChase Corporate Training - Anti-Money Laundering, Customer Service and Excel Courses

OfficeMax Corporate Training – M icrosoft Office, Project Coordination, Meeting Facilitation

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