Project Manager Customer Service

SUMMARY

An experienced, focused, and pragmatic business and data analyst with

excellent communication skills and ability to work in a team/matrix

environment. A consummate professional capable of managing multiple

projects as a team/project leader or provide support as a self-motivated

individual contributor. Proven skills as a business analyst with

experience in credit data analysis, order fulfillment, process management

and project management. Demonstrated skills in leadership, teamwork,

process improvement and customer service. Additional skills include:

|Credit Research & Analysis |Process Documentation |

|Credit Bureau Reporting |MSOffice Word, Excel, Power Point |

|Batch Processing & Analysis |Mainframe and Unix Processes |

|Team leader |ROSCOE |

|Project Management |JCL |

|Process Management |Unix |

|Problem Solving |Lotus Notes |

|Business Requirements Analysis |SAR |

| |MS Project |

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| |SAS |

| |MS Visio |

| |Test Director |

| |HP Quality Center |

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PROFESSIONAL EXPERIENCE

|Coca-cola, atlanta ga |2012 - |

| |2012 |

|A global leader in the beverage industry, the Coca-Cola company offers |

|hundreds of brands, including soft drinks, fruit juices, sports drinks and|

|other beverage and food products. |

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|IT Customer Engagement - Business Analyst (contractor via Strategic |

|Staffing Solutions) 2012 - 2012 |

|Manage the test plan for the migration of Coca-Cola's Oracle Product |

|Lifecycle Management application to a new Data Center (internally known as|

|PICASSO). |

|Engage other BA's, Subject Matter Experts and Business Clients to identify|

|and create test for all test phases and system levels for the migration |

|Organize and coordinate testing of the PLM application from lower |

|environments through it's the higher environments |

|Assist in the communications of the testing plan and status among Business|

|and IT stakeholders |

|Facilitate the reporting and resolution of issues and defects between |

|Business and IT testers, Developers and Project Management. |

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|lexis nexis, Alpharetta ga |2010 - |

| |2011 |

|A leading global provider of content-enabled workflow solutions designed |

|specifically for professionals in the legal, risk management, corporate, |

|government, law enforcement, accounting, and academic markets. |

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|Risk Solutions - Statistical Audit Analyst |2010 - |

| |2011 |

Manage Data, attribute and model auditing process across Data Services.

Lead development and maintenance of data formats and sources, attribute

coding, score calculations, data filter rules, file transmission

requirements and technical documentation needs.

. Interface with data vendors, technology and production personnel to

assure timely and accurate implementation and maintenance of all

Insurance attributes and models.

. Manage and participate in the audit process for all internal and

external requests.

. Define and manage documentation for the following: new variable pre-

aggregation routines, model specification, and model scorecards.

. Develop filing packages and submit to necessary regulatory departments.

. Standardize and revise documentation management processes as necessary.

|Equifax, Alpharetta ga |1996 - |

| |2009 |

|A global leader in information solutions leveraging one of the largest |

|sources of consumer and commercial data, advanced analytics and |

|proprietary technology, to assist businesses and consumers. |

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|Credit Marketing Services (CMS) - Business Consultant/Analyst |2008 - |

| |2009 |

An order fulfillment team maintaining and updating historical databases

containing 200+ credit attributes and scores on 270+MM individuals.

. Engaged with cross-functional teams to integrate time-series credit

data product with traditional credit analysis programs to reduce

processing cost and increase the value to the customer.

. Engage clients to gather requirements and document in terms that could

be understood by fulfillment/operations and easily translated in to SQL

statements

. Trained to use ETL software such as Business Objects Crystal Reports

and Data Integrator to meet customer needs and integrate with internal

systems.

. Performed weekly fulfillment activities including set up, modification

and execution of SQL queries, data QA and data transmissions to deliver

time-series credit profiles on time and error free.

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|CMS Integration Support - Business Analyst/Project|2007- 2008 |

|Manager | |

Participated in cross-functional teams as fulfillment SME to build

cohesiveness and improve the overall results of the respective team's

deliverables by implementing LEAN business concepts and strategies.

. Managed the creation of business requirements for ETL processes for

inbound and outbound media that created first of a kind measures for

human resources allocation.

. Managed UAT, user validation and implementation of online-training &

documentation application.

. Planned, implemented and measured cost reduction procedures to save

$24K annually in print cost.

. Directed the automation of manual procedures that resulted in cost

reduction equal to an annual savings of $80K - $100K the first year.

. Promoted LEAN education by designing dashboards, establishing a

learning center and contributing monthly to a departmental newsletter.

|CMS Fulfillment - Production Technical/Business |2001 & 2005 - 2006 |

|Consultant | |

Provided consultation and support to sales, fulfillment, operations and IT

teams relating to credit criteria analysis, FCRA compliance, attributes

development and QA testing, and use of credit scoring models.

. Designed customer specific solutions for converting processes from a

Mainframe to a UNIX environment that reduced timelines by 50% while

recognizing an operational cost reduction. Created Ad-hoc reports to

validate results between each system.

. Assist staff in resolving issues in with data formats, attribute

analysis, credit scoring, and streamlining to improve accuracy and

efficiency in processing

. Provided implementation support for projects, including data input and

preparation, SAS coding, chart generation and documentation by

improving process and validation procedures.

. Engaged as a Subject Matter Expert (SME) in classroom training;

organized training materials and provided one on one mentoring that

reduced the classroom training period for new hires by 25%.

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|CMS Fulfillment - Production Team Lead |1998 - 2000 & 2002 - |

| |2005 |

Managed team members through various roles and responsibilities in order

fulfillment to meet or exceed internal and external expectations.

Performed research for customer's issues; Document findings and solutions;

Present documentation to management and customer. Escalated issues when

required.

. Maintained team workload distribution by monitoring project status and

forecasting with Sales.

. Facilitate the documentation of processes and procedures regarding

customer specifications and fulfillment procedures and programs to

maintain and increase comprehension of client expectations

. Designed processes methods to fulfill the clients request that

included, resolving data file and format issues on inbound and outbound

files

. Identified processes for automation, and/or parallel processing to

optimize runtimes

. Designed data SAS reports to determine the validity and corrects of the

credit and demographic elements during processing and on final output.

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|CMS Fulfillment - Production Project Manager |1996 - 1998 |

Managed multiple projects by evaluating individual project specifications,

determined the method of fulfillment and ensured the accuracy of each

project

. Promoted from trainee, to level 1 PPM with in 6 months; Achieved level

2 PPM with in 15 months; Promoted to team lead within 18 months.

. Worked on gaining knowledge of credit processes, SAS reports and

procedures related to the fulfillment programs designed to provide

financial services businesses with list of qualified candidates for

offers of credit

. Became educated in Equifax credit processing applications and

procedures by engaging with the production teams increasingly more

complex customer projects.

|Bristol Hotels Company, Dallas tx |1995 - 1996 |

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|Front Office Manager Holiday Inn, Jonesboro GA | |

|JHM Enterprises, Greenville SC |1994 - 1995 |

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|Front Desk Manager Hampton Inn, N. Druid Hills, Atlanta| |

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|WJS associates, Raleigh NC |1991 - 1994 |

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|Assistant Manger Hampton Inn, Cary, NC |1993-1994 |

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|PM Front Desk Supervisor Hampton Inn, Southlake Morrow |1991-1993 |

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EDUCATION

Bachelor of Business Administration, HR-Personnel Selection

Georgia State University, Atlanta, Georgia

PROFESSIONAL DEVELOPMENT COURSES

|Ethics & Compliance |Employee Relations |Conflict Management |

|Project Management |Presentation Skills |Data Protection |

|SAS - Mainframe and |SAS Programming 1 |SAS Programming 2 |

|PC | | |

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