Project Manager Customer Service

FELICIA HART

**** ********** ****, *******, ** **831

804-***-**** (H)

804-***-**** (C)

abgzgv@r.postjobfree.com

PROFESSIONAL PROFILE

High-performing management expertise in directing complex projects

that build/optimize organizational processes, measurement systems, and

infrastructure to maximize business results in manufacturing and

service organizations, including residential home manufacturing,

customer service industries and laboratory healthcare technology.

Proven track record of project scheduling, structuring and

implementing projects that yield measurable results, including reduced

tactical-planning cycle time, cost reductions gained from improved

system/process performance, productivity gains through multiple change

and improvement initiatives, Research and development resulted in

reduced product-development time, and revenue growth.

SKILLS

. MS Word

. MS Project

. MS Visio

. MS Publisher

. MS Excel

. MS Outlook

. MS Access

. MS SharePoint

. Clarity

. Knowledge Link

. ADP

. Field Connect

. Reporting

. Customer Service

. Scheduling

. Written Correspondence

. Creating Budgets

. Tracking Time/Hours

. Solid written and oral communication skills

EDUCATION

Strayer University Richmond, VA

Bachelor of Arts in International Business and Communication 4/2011

GPA 3.2

ITT Richmond, VA

Computer Information Technology 2/2002 - 3/2004

Technical Institute - Highest Honors Achievement Certificate 2003

Student Council 2002-2003

Computer Club 2002-2003

PROFESSIONAL EXPERIENCE

Project Coordinator, Signature Consultants (Wells Fargo), Richmond, VA,

5/2011 to 7/2011

* Reported on project progress and communicated relevant information to

superiors

* Tracked project deliveries using project management tools

* Managed the design of the project documents to monitor project

performance and data stored

* Microsoft Project used to create and update critical path schedules

* Worked with the project members to coordinate activities, environment

setup, and installation with SharePoint.

* Worked under the supervision and guidance of the Project Manager and

learned project strategies

* Analyzed and monitored the project reports to sort out issues in the

documentation part

* Maintained and documented reports on a weekly basis regarding the

projects assigned to various departments

* Coordinated with the Project Manager in additional assignments and

small projects

* Resolved, traced and escalated critical issues to minimize

Sr. Project Coordinator, Capital One, Richmond, VA, 5/2010 - 3/2011

* Microsoft Project used to create critical path schedules, budgets,

change requests, Gantt charts and resource objectives.

* Assist project managers/project sponsors with the projects and

programs that they manage. Coordinate performers, resources and

conference rooms to ensure successful completion of projects and

document projects. Prepare updated project schedules, project plans,

issues, and scope documents. Support and coordinate departmental

initiatives/projects/special events.

* Manage Information - Maintain database and provide reporting for

review. Develop metrics for areas of responsibility. Share

data/information collected with other groups within the department.

Identify risks to on-time, on-budget performance within scope of

responsibilities.

* Monitor and Evaluate Processes - Ensure the established/approved

processes for work stream are being followed and improved as business

requirements change. Track milestones and deliverables based on the

strategic and communications plan

* Drive Process Improvements - Identify and implement improvements to

work processes. Create, document and distribute reports to

stakeholders.

Administrative Responsibilities - Calendar management, scheduling

meetings, coordinate team and departmental events. Submit and monitor

contractor requisitions, access requests, and resource on/off-boarding

* Creation, management, and archival of project artifacts including but

not limited to, Project Registration form & initial budget, Project

Management documentation, Status Reports/Dashboards, Budget tracker

and Meeting agendas & materials. Requesting, tracking and archiving of

approvals

Insurance Verification and Research Manager, Bostwick Laboratories,

Richmond, VA, 2/2009 to 10/2009

* Recruited by CFO of $200-million, Healthcare Laboratory supporting

verification and collection of insurance products for 50+

individual/group insurers. Improved cost structure, enhance operating

performance, implement enterprise-wide quality system, oversaw

regulatory compliance, and build training capability.

* Oversaw 80 employees and $14 million budget in improving operating

performance

* Orchestrated three project teams in improving process components;

managed each project team while initiating planning, executing,

controlling, and closing projects.

* Produced reports in the form of formatted multi-sheet Excel workbooks

for the executive team

* Managed project resources, progress, completion timeframes, and budget

- with results that include:

* Worked closely with the IT department to build an app for a CRM

customer relations management to change from client service app to a

.net web 2.0 intranet applications. Including requirements,

definition, documents

o 80 % increase in application processing

o output

o 100 % increase in policy issuance productivity

o 40 % reduction in policy errors

o 38 % improvement in average speed of answer

o 13 % reduction in dropped calls

o 21 % reduction in commission errors

o 18 % reduction in billing errors

Client Services Manager, Bostwick Laboratories, Richmond, VA, 4/2008 to

1/2009

* Developed and managed compliance data and payment collection for 40

health plans.

* Spearheaded process improvements to ensure accurate, timely data

delivery, reduced production expense, and effective relationships with

regulatory organizations and vendors, resulting in:

o 48 % improvement in product accuracy/reliability

o 100 % on-time delivery of products internal customers and

regulatory agencies

o 12 % reduction in vendor costs

o 58 % improvement in overall internal customer satisfaction

ratings

o 2 % increase in revenue

Division Project Coordinator / Customer Care Supervisor, Centex Homes,

Richmond, VA, 6/2005 -4/2008

* Implemented scheduling program that resulted in 20 % reduction in

development time and 12 % reduction in development cost.

* Developed and implemented project cost and scheduled baselines,

reported variance, raised issues and risk.

* Applied appropriate metrics and tools for project control.

* Recruited to design and lead client projects focused on operations and

change management, service quality, process improvement, performance

measurement, team solutions, and leadership development for national

residential builder.

* Directed quality-improvement and associated change-management

initiatives for home warranty contracts; achieved 35 % reduction in

cycle time from appraisal to closing, eliminating 80 % of loan rework

and significantly reducing cost.

* Developed and delivered needs-assessment and developmental training

for reporting staff, realizing 40 % staff-satisfaction increase and 13

% staff-productivity increase.

Construction Contract Specialist, Centex Homes, Richmond, VA, 2/2003 to

4/2005

* Administered a construction quality control program; coordinated

schedules, budgets and inspectors on construction projects to ensure

compliance with construction documents and completion within specified

schedules. Prepared and recorded agreements and contracts for

professional services of consultants and contractors to implement

design and construction of new buildings and renovations of existing

facilities.

* Maintained liaison between contractor, project manager, and

consultants during construction to resolve problems and to maintain

project schedules and budgets; hold pre-bid and pre-construction

conferences on projects.

* Provided documentation of construction progress including, but not

limited to shop drawings, schedules, delays, changes, ad payments.

Coordinated and performed final inspection of projects; secure

documents for final close out, certified completion and prepared close

out forms for projects; review projects prior to end of warranty

period for non-compliance items. Manage development and issuance of

construction documents for bidding or pricing; set bid dates, open

bids and assisted in securing approval to proceed with projects and

issue notice to proceed.

* Reviewed and coordinated contract provisions required by

administration of job requirements. Inspected projects for compliance

with construction documents and owner standards and quality.

* Prepare reports and analyses setting forth progress, adverse trends

and appropriate recommendations or conclusions.

References available upon request

Contact this candidate