Project Manager Customer Service

SUMMARY

Accomplished project manager experienced in delivering high-impact business

intelligence solutions in a Fortune 100 company. Knowledgeable in data

warehousing and business intelligence concepts, best practices, and tools

such as Business Objects, Ab Initio and Teradata.

PROFESSIONAL PROFILE

o Leadership role in managing business intelligence projects from concept

to implementation.

o Established a Business Objects Center of Excellence for reporting,

analytics and business intelligence.

o Creative problem solver with a proven track record of understanding

complex business requirements quickly and harnessing technology to meet

business challenges.

o Excellent communicator with a well-rounded background in both technology

and business, and the ability to communicate effectively with all levels

of management; experienced in delivering presentations and demos.

o Demonstrated record of achievement, leadership, analytical and creative

problem-solving skills.

o Experienced in working in a large organizational structure, and leading

projects with cross-functional teams.

o Extensive experience in managing and leading teams through all phases of

the software development lifecycle and the deployment of large-scale

solutions.

o Recipient of multiple employee recognition awards for outstanding

achievement and leadership.

PROFESSIONAL EXPERIENCE

Aug 2007 to-date

FEDEX CORPORATION (Memphis, Tennessee)

Senior MIS Analyst

Serves in a project management leadership role for a large-scale data

warehouse and business intelligence project for the customer service

organization of the company.

o Conceptualized data warehouse & business intelligence deliverables and

developed a deliverable roadmap to address data warehousing needs by

functional business areas.

o Fully managed individual releases of the data warehouse roadmap

through definition, design, development, testing, implementation, and

maintenance phases.

o Lead cross-functional teams to gather, document and review business

requirements.

o Worked with IT & business resources to design and review logical and

physical data models, ETL and metadata strategies.

o Managed teams ranging from 5-15 through the software development

lifecycle, managing workload and delegating as necessary to address

needs of the project.

o Prepared detailed project plans, resource estimates and budgets, and

monitored progress and spend rates.

o Tracked project progress, identified and mitigated risks, and chaired

regular progress review meetings with upper management.

o Developed key performance metrics to monitor critical phases of the

customer experience lifecycle, and directed resources to develop

executive dashboards and supporting analytics.

o Experienced in working with tools such as Ab Initio (ETL), Teradata

(database), Business Objects Web Intelligence (analytics/reports) and

Crystal Reports (reports) and Crystal Xcelcius (dashboards).

o Worked with third-party vendors and internal stakeholders such as

sourcing, legal and finance to purchase licenses, training and

consulting services.

o Experienced in procuring and deploying servers; currently oversees

management of 29 servers supporting development, test & production

environments.

Jun 2006 - Aug 2006

FEDEX CORPORATION (Memphis, Tennessee)

MBA Intern

Recruited to lead a proof-of-concept for deploying an enterprise content

management (ECM) system.

o Analyzed existing systems, practices, processes, usage patterns and

department customer needs to document business requirements for an ECM

solution.

o Made recommendations to improve existing processes based on the

findings of exploratory research and customer feedback.

o Volunteered and developed an innovative solution for a complex

information transfer between systems, saving an estimated $130,000

worth of labor.

o Identified alternative technology-solutions for information sharing

and proposed interim measures to address needs and concerns of

customers.

o Coordinated with external consultants and conducted a proof of concept

for the implementation of the selected solution.

2003-2005

INFORMATICS INTERNATIONAL LIMITED (Colombo, Sri Lanka)

Business Development Manager

IIL is a SEI CMM Level 4 certified solutions provider for

telecommunications, banking, insurance and e-government sector. Recruited

to develop the sales and marketing activities of the telecom business unit

and introduce its solutions to the international marketplace.

o Researched and identified attractive niche markets for expansion.

o Developed a marketing plan and gave leadership to a strategic product

repositioning and branding effort that led to an 11% increase in

revenue.

o Initiated lead-generation activities, identified client prospects, and

developed strategies for long-term prospect/client relationships.

o Liaised with prospective customers to investigate revenue leaks,

business process inefficiencies, and high-level requirements of

information technology solutions.

o Responsible for developing comprehensive technical and financial

proposals in response to international requests for proposal and

government tenders.

o Negotiated sales contracts and collaborated with legal department to

draft and finalize international sales contracts.

o Managed, simplified and streamlined enforcement of software license

agreements, reducing revenue lost due to delays by 80%.

o Streamlined responses to international tenders and requests for

proposal, reducing overall turnaround time and increasing efficiency:

. Reduced preparation time by 30%

. Eliminated errors in financial proposals by 100%

o Participated in promotional activities including international trade

fairs, exhibitions and trade delegations.

2002-2003

ROOMSNET INTERNATIONAL LIMITED (Colombo, Sri Lanka)

Business Analyst

RoomsNet is a worldwide provider of portal-based online booking engine

solutions to hotels and travel agents. Recruited to help customers better

manage their inventory and suggest means of optimizing website traffic and

revenue.

o Identified web traffic and click-through patterns to optimize content

placement and advertising strategy.

o Analyzed and recommended strategy for search-engine placement, online

advertising and keyword bidding based on traffic demographics,

resulting in a 60% increased traffic and 10% growth in revenue.

o Conceptualized travel-website to promote cross-portal marketing and

sales, and collaborated with product development team for

implementation.

EDUCATION

VANDERBILT UNIVERSITY (Nashville, Tennessee)

Owen Graduate School of Management

o Master of Business Administration (May 2007)

o Fields of Study: Information Technology, Strategy, Brand Management

PENNSYLVANIA STATE UNIVERSITY (Erie, Pennsylvania)

o Bachelor of Science in Management Information Systems (Dec 2001)

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