Project Manager Customer Service
Resume:
DAVID M. BAKER
**** *. ********* *:773-***-****
Chicago, Illinois 60618 *******@*******.***
Business Analyst/Project Manager
Expertise in marketing and e-commerce
.Project Life Cycle .Change Management .Application
Implementation
.Vendor Management .Process Re-engineering .Content
Management Systems
.MIS Reporting/Tracking .User Metrics/Data Mining .Records
Information Management
PROFESSIONAL EXPERIENCE
Health Care Service Corporation, Chicago, IL (5/09 - Present)
Senior Informatic Analyst, Enterprise Information Strategy and Management
. Lead enterprise level projects focused on the management of electronic
records. Create business cases, cost benefit analysis, requirements,
process flows and testing.
. Manage communication and education strategy to support implementation of
new technology and awareness of corporate policies and procedures.
. Work with consultants and vendors to research new technologies and best
practices.
. Perform analysis of data to determine whether we are tracking to our
goals and create metrics for reporting to senior management, including
development of enterprise dashboards and divisional scorecards.
. Manage special projects regarding ERM issues.
. Selected for Rising Star development program.
Taproot Foundation, Chicago, IL (8/08 to Present)
Account Director/Project Manager
. Manage team of consultants in an agency environment, charged with
developing Internet presence and support processes for non-profit
organizations; clients included DMSF, Delta Institute.
. Coordinate out reach and training for new project managers.
Independent Consultant, Project Management Business Analytics (1/08 to
5/09)
. Provide business consultation to support development of Internet presence
and support processes.
. Integrate online toolsets for content management (ECM), Shopping cart and
other e-Commerce efforts.
JPMORGAN CHASE & CO., Chicago, IL (6/92 to 12/07)
Product/Project Manager, JPMorgan Private Client Services (12/04 to 12/07)
. Leverage client facing website to support the business strategy and goals
for growth.
. Define the online marketing and communications strategy including use of
banners, interstitials, landing pages, click-through ads, and email
campaigns to increase adoption and use of services.
. Manage multiple projects including budget, development, testing,
communication and launch.
. Facilitate information gathering sessions with key stakeholders including
sales, operations and legal, to gather and prioritize business
requirements, create scope and functional specifications documents.
. Work with end users to develop acceptance criteria and integrate into
plans.
. Create use cases and site flows for wireframe build-out.
. Ensure quality of deliverables by implementing QA/UAT processes and
workflow documentation.
. Manage vendors and offshore developers for portal development and system
enhancements ensuring efforts are brought in according to specifications,
on time and at budget.
. Monitor and analyze site metrics including adoption rates and depth of
experience.
Manager of Online Development, Banc One Securities Corp. (6/99 to 11/04)
. Manage team of project managers charged with the development and
operations of multiple websites, for the retail investment division of
the bank.
. Act as liaison between stakeholders and vendors/developers
. Responsible for strategic planning and partnering, implementation of new
product and technology launches, including vendor selection, and contract
negotiation.
. Reduced budget and staff while maintaining a high level of customer
satisfaction and increasing web site's ranking (Gomez Advisors) for on-
line brokerages.
. Liaison between management and technology, ensuring understanding of the
business goals as well as the capabilities and limitations of technology.
Project Manager, Investment Services (11/96 to 5/99)
. Member of small tactical team charged with creation of Internet Bank
-concept to launch in 5 months.
. Defined roles and functionality of multiple departments supporting online
broker/dealer, including re-engineering operations and defining, staffing
models, and recruitment.
. Managed team of project managers responsible for site development,
maintenance support, wellness checks, and triage.
. Created business continuity/disaster recovery plan, built off-site data
center with full redundancy for the enterprise, including call center,
trading and operations.
. Lead project analyst for systems and operational transition in support of
broker dealer merger Rony and FCNBD.
Manager Equity Trade Desk, Investment Services (9/93 to 10/96)
. Managed a team of equity and option traders, as well as, support staff.
Provided quality service and accurate order execution for internal and
external clients.
. Registered Options Principal, (CROP and SROP) responsible for monitoring
the quality of execution of client orders, and creating management
reports.
. Successfully merged First Chicago and NBD Equity Trade desks. Reducing
head count while maintaining high service levels.
. Principal project manager for creation of the first online brokerage in
banking industry. Included creation of online funds transfer
functionality between brokerage and bank accounts. Set-up support groups
and created policy and procedures manuals.
Manager Customer Service Department, Investment Services (6/92 to 8/93)
. Supervised brokerage call center, responsible for staffing and training
employees. Redesigned workflow processes to increase employee efficiency,
allowing handling of increased volumes exceeding goals by 30%.
. Developed and implemented new employee service levels. Instituted on-
going training process for existing procedures as well as new
initiatives. Utilized call monitoring to improve response standards and
first call resolutions.
. Worked with product vendor to install new call monitoring systems.
Created requirements documents to ensure system configuration met needs
of business.
STOTLER AND CO., Chicago, IL
Manager, Futures Trading Desk (5/89 to 10/90)
. Supervised team of traders and trade checkers, installed review system
that reduced error rate by 15%
. Traded futures and options for clients.
. Managed client relationships.
EDUCATION
UNIVERSITY OF IOWA, IOWA CITY, IA.
Economics major, Computer Science minor
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