Customer Service Project Manager

C. LAMONT BATES

(P) 678-***-**** ***********@*****.***

EXPERIENCE SUMMARY

• 20 years of Industry and ERP experience with 5 years in Consulting and IT, primarily in SAP

• Specific industry experience in Public Sector, Consumer Goods and Media/Entertainment

• Project Management experience in service organizations with direct reports, third party resources,

domestic and offshore

• Completed full lifecycle implementations with phased rollouts

• Primary contact with external vendors developing RFPs, bids and agreements

• Managed client and executive relationships

• Led SAP integration with 3rd party software solution to streamline business processes

• Provided GFEBS/SAP Post Go-Live support and training to US Army installations to ensure

successful integration of the SAP solution. (Secret Clearance-2012)

KEY COMPETENCIES

Strategic & Business Planning Leadership Development

Process Improvements Change Management

Business Continuity System Integration

Information Security Vendor Management

IT Policies & Procedures IT Project Management

Enterprise Architecture Innovation

Creativity Organizational Collaboration

TECHNICAL SUMMARY

SAP ECC 4.6, 5.0 & 6.0, SAP BusinessObjects Business Intelligence, CA Clarity IT-PPM, BluePrint

Requirements Center, BMC Remedy IT Service Management Suite, RWD uPerform, OpenText VIM & ICC,

SalesForce.com, Accenture CAS CRM, SAS Marketing Operations Management, MS SharePoint

Administrator, MS Project, MS Visio

PROFESSIONAL EXPERIENCE

The Coca-Cola Company 05/2012 – 08/2013

Project Manager / Lead Consultant– SAP MM, AP and Treasury

• Managed project lifecycle of Global SAP integration, including project planning, scope, resources,

schedule, initiation, design and deployment

• Created and maintained detailed project plans with implementation strategy, approaches, tasks,

resources, deliverables, and status reports as well as adherence to Global IT methodologies and

processes

• Coordinated and managed design, testing, governance activities and final implementation of

automated SAP P2P Accounts Payable Payment system for Regional Finance Centers around the globe

• Responsible for transfer of application support from warranty period to shared services production

support

• Lead tollgate reviews, technology reviews and architectural reviews with project governance and

major stakeholders

• Identified and lead resolution efforts for project issues and established quality measures and

standards that ensured milestones were met/project completed

• Create transition plans for maintenance and support teams to ensure successful post warranty

handoff

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C. LAMONT BATES

(P) 678-***-**** ***********@*****.***

• Coordinate all meetings and communications with business leaders

Sr. Business Analysis / Project Manager – SAP MM - Procure to Pay Integration

• Lead Consultant in SAP P2P integration with 3rd party Marketing Campaign Management solution

• Led business requirement sessions with client to collect, clarify and translate business requirements

into functional requirements documentation, process models, and data models from which the solution is

to be designed and developed

• Based on business requirements, responsible for search and assisted with selection of software

solution to integrate with SAP

• Developed business requirements report, use cases, and traceability matrix

• Ensured all business requirements were designed

• Developed the testing plan and required test scripts

• Led defect resolution processes

• Responsible for training and post go-live support of end users

Accenture / US Army 10/2010 – 06/2012

Sr. Business Analysis / Onsite Support Lead

• Site lead responsible for supporting the deployment of the GFEBS/SAP solution to US Army, Army

Reserve and Army National Guard installations across the US

• Provided prior/post go-live training and support to users in various areas of responsibility such as

Funds Management, FICO, Spending Chain (P2P), and Business Intelligence reporting

• FM/FICO process area included, but was not limited, to A/R, A/P, General Ledger Management,

• Work activities included learning the GFEBS/SAP process areas, applying this knowledge to

answer/facilitate end-users use of the solution, identifying system issues and addressing as required

• Responsible for determining day to day activities, providing necessary status to deployment

leadership team, and assisting with managing and resolving end-user issues/concerns

• Prepared and performed briefings and training sessions for various process areas including, but not

limited to, funds distribution, spending chain, payroll, unmatched disbursements/credits, year-end closing

and IDoc monitoring

Graphic Packaging International (Manufacturing) 05/2008 – 10/2010

SAP Technical Help Desk Support

• SAP Tier 2 helpdesk support in the following areas: SAP WM, IM, MM, SD and FICO for US and

Canadian facilities

• Reduced repeat incidents by resolving support problems and reducing system defects (break/fix)

• Provided training, configuration, interface, and functional support as needed

• Supported WM, IM, MM and SD configuration changes to support customer enhancement requests

• Responsible for process documentation using RWD uPerform

• Provided proper dashboard reporting to ensure managers and executives are informed of current

trends within the business

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C. LAMONT BATES

(P) 678-***-**** ***********@*****.***

SAP WM / IM Lead Consultant

• Successfully implemented SAP ECC 6.0 on schedule at 10 manufacturing facilities

• Team Lead with experience in SAP WM, IM, MM and SD

• Worked with the all levels of management as well as end-users to gather business requirements and

translate into functional requirements during the blueprinting phase of the project

• MM/Procure-to-Pay requirement gathering includes but is not limited to master data, business

processes, inventory management and reporting requirements

• Assisted in the creation of the implementation strategy/cutover list and schedule for functional area

• Worked closely with other functional areas to ensure cutover tasks were completed and process

gaps were alleviated

• Responsible for WM, IM, and MM configuration during implementation

• Modified and corrected WM, IM, and MM configuration as needed for production support

• Worked with data conversion team, plant personnel, and corporate resources to migrate raw material

and finished goods from legacy systems

• Developed and facilitated testing scripts and testing plans

• Responsible for development of use cases

• Defined and managed WM storage types, storage areas and storage bins

• Maintained WM data within Material Master

• Assisted in the design of interfaces with 3rd Party Warehouses

• Trained SAP OTC and P2P process pillars, which included Warehouse Management, Shipping, and

Receiving

• Post go-live, identified process gaps as well as system issues to ensure proper resolution was

obtained

The Coca-Cola Company, Atlanta, GA 03/2005 – 12/2006

Project Team Manager

• Responsible for the management of a project team which consisted of approximately 70 internal

permanent and contract resources - in addition to third party resources offshore

• Developed and coached project managers who planned and managed Coca-Cola hardware

installations, product modification and implementation for Area and National accounts

• Mitigated risks, managed project schedules, performed quality reviews, managed resource

allocations and monitored project costs in accordance with business valuations and scope

• Leveraged business intelligence to identify opportunities for performance enhancement and greater

efficiencies in product sales, service and delivery

• Monitored team performance and provided coaching to ensure customer and client satisfaction

Kingdom Lending Group, LLC, Snellville, GA 05/2004 – 05/2008

Mortgage Loan Officer / Specialist

• Responsible for conforming/non-conforming residential loan sales, network and establish referral

source relationships with real estate agents/brokers along with various external sources

• Client needed analysis, relationship management and customized solutions provided for maximum

financial benefit

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C. LAMONT BATES

(P) 678-***-**** ***********@*****.***

• Originated and accepted applications, conducted preliminary underwriting reviews, submitted loan

applications to processing and underwriting for approval, followed-up to ensure documents required for

processing, underwriting, and closed secured in scheduled manner from appropriate sources

StarBand Communications, Marietta, GA 11/2000 – 09/2003

Customer Service Manager

• Managed the customer service department for a start-up internet service provider

• Managed full lifecycle of customer service related IT based projects using SAP ECC 4.6 and Seibel

Scopus CRM

• Responsible for development and presentation of business cases, financial analysis and determining

overall value of business improvements

• Leveraged Business Intelligence (BI) analytical tools to track performance against key

figures/metrics

• Recommended solutions for addressing shortfalls in process, and executed on recommendations

• Ensured business results by being commented to team members to create, manage and maintain

project plans, and the facilitation of status meetings for projects impacting national and off-shore

accounts

GE Capital Home Depot Credit Services, Atlanta, GA 11/1995 – 02/2000

Commercial Customer Service Manager

• Managed a commercial credit phone bank team

• Developed and implemented policies, procedures and user guides for service and product

enhancement

• Continually utilized Six Sigma methodology to improve processes and drive productivity to achieve

business goals

• Performed HR related functions such as recruiting, interviewing, counseling and terminating

associates

• Facilitated classroom and one-on-one instruction and assessed skill competence

• Designed learning systems for associate development

• Managed projects to assist in the implementation of business initiatives

References available upon request

C. LAMONT BATES Page 4

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