Project Manager Customer Service

Kavya Nandkumar

**** ***** ****** **. *****, FL *3647

(813) 395 - 2679

************@*****.***

Summary

Support manager for AML (Anti-Money Laundering) Applications with experience in

Project Management. Leads team of 10 to coordinate tasks within these key areas:

project management, incident management & change management. Over 5 years of

experience working with Technology to help end users solve issues & meet

requirements of various requests. Proficient in all Microsoft Office applications

as well as SQL and VBA.

Areas of expertise

Proficiency with Microsoft Office Suite and web-based reporting tools

Data Mining

Communications

Project Management

Training & development

End User Support

Procedure & process review and development

Interviewing experience

Change management

Incident Resolution

SQL

Requirements gathering

Relationship Management

WORK Experience

AML Support Manager/Project Management - Americas July 2006-Present

Citi

Tampa, FL

Lead a team of 10 staff to provide operational support for high-volume financial

institution in the area of Anti- Money Laundering (AML). Acted as a Liaison

between end users, Compliance & Technology Support teams in North America, Latin

America & Asia Pacific regions. Primarily in charge for all Change Management,

Incident resolutions, job scheduling, system maintenance and performance metrics

for all North America AML applications, supporting over 1000 users. Streamlined

production support process for Asia Pacific & Europe, Middle East & Africa

counterparts. Engaged in many projects where I led multiple projects through the

project lifecycle simultaneously. Coordinated with Management, stakeholders &

technology to meet deadlines & discourage scope creep. Acted as project manager

as well as UAT test lead and coordinator. Monitored Production support metrics

daily & trend tracking of all production support activities. Established very

good rapport with end users, compliance as well as technology to create a better

working atmosphere. Documented all Processes & procedures required & identified

areas of improvement within production support and executed on the plans.

Maintained as well as built relationships & confidence with all internal clients

(Operations & Compliance) and ensured timely deliverables and desirable status

updates.

Sr. Database Developer August 2004- May2006

Deloitte & Touche

New York, NY

Lead the implementation of a Fraud detection tool consisting of numerous stored

procedures, friendly user interface and malleable to any business. Assisted

end-users with technical support for the various front end applications (Access,

Reporting tools, SharePoint). Developed skills in areas of data transfer, data

cleansing, data analysis, SQL functions & MS Access programming. Conducted

numerous presentations and trainings to assist Deloitte Partners to understand

the benefits of using the fraud analysis tool. Heavily engaged in working with

clients to gather requirements and assisted them with various problem resolution

techniques. Responsible for building & maintaining relationships with our clients

by understanding their needs, and accomplishing their requirements in a timely

fashion. Engaged in various conference calls with clients to discuss

requirements, provide updates and created confidence in the quality of our work.

Database Developer Feb 2003 - Aug 2004

Education transfer

Bear, DE

Helped improve productivity of company by re-designing databases in SQL Server &

creating web based applications using tools such as Dreamwaver & ASP for front

end website. Worked in a team to help create forms and reports using VB on a SQL

Server DB. Engaged in sales calls and client relationship events to better

understand customer needs

Assistant Pharmacy Technician

May 2001 - Sept 2002

Eckerd Pharmacy

Princeton, NJ

Worked closely with pharmacist to fill prescriptions & understand drug allergy

notifications. Built customer service experience working with the Pharmacy

customers. Worked with doctor's office to enter prescriptions and refill

requirements. Engaged primarily in performing basic pharmacy tasks including

entering prescriptions, working cash register, filling prescriptions, customer

service.

Education

University of Delaware 2004

Bachelors of Science - Major: Computer Science, Minor: Economics

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