Project Customer Service

Twanna Perkins-Monroe

** ******* ****** . *********, ** . 07111 . 973-***-**** (

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

Qualifications for System Engineering/Project Management

A consulting Information systems professional offers more than sixteen

years of experience in diverse technical applications as well as functional

support of vendor and client technical environments. Combines intensive

group project management skills with excellent business, analytical, and

documentation acumen and initiates cross-training with various corporate

divisions in order to improve workflow and streamline project completion.

Demonstrates the ability to direct complex conversion assignments from

inception to conclusion for various Fortune 500 entities. Holds several

PMI certifications.

Professional Strengths

Business Solutions Process Development ( Product Life Cycle Frameworks (

Project Management

Application Quality Assurance ( Business Process Planning ( System

Installation & Upgrades

Documentation Writing & Management ( Scheduling Environments ( SOP

Procedure Templates

Notable Contributions

. Introduced a request intake process that simplifies the flow of

inquiries through the Project and Resource Information System (PaRIS)

for JDE North American Deployment, while additionally reconciling six

operating companies and their respective project plans into a single

master project strategy.

. Introduced and managed comprehensive tracking processes for the

enhancement of communication and issue resolution for cross-functional

teams and senior management.

. Created and supervised project configuration data and data management

requirements, procedures, and operating methodologies, while setting

baseline documentation and maintenance and acting as the project

administrator for chartered project control boards.

. Planned, organized, and led on-site training, data conversion, and

testing projects located at facilities based in Illinois and New Jersey.

Employment Synopsis

CABLEVISION, NEWARK, NJ

Executive Corporate Relations Specialist (SME) July 2008 - Present

Responsible for dealing compassionately, respectfully and takes

accountability in diverse situations with customers regarding complaints

from the FCC, Board of Public Utilities, Government Affairs and Corporate

Complaints. Maintains composure when handling difficult situations and

follows up to ensure positive resolution. Identifies broken processes that

negatively affect the customer experience and forward information to the

appropriate department for handling. This includes problems that may arise

from any and all aspects of the company's operations, that otherwise impede

complete customer satisfaction. Demonstrate analytical proficiency and

takes ownership for resolving customer issues efficiently. Tracks and runs

weekly and monthly reports for the Call Center and Corporate Executive Desk

to identify complaint trends and report them to the appropriate department

for review and communicate customer climate and trends to management.

Exercise sound judgment in problem resolution, which will not negatively

affect the customer or the company. Recommends appropiate coaching sessions

to all levels of Management and their subordinates to prevent repeat

performances of incorrect process and procedures and unprofessional

behavior. Effectively troubleshoot problems in product areas with the

customer and identify Cablevision responsibilities with regard to customer

and equipment.

Customer Relations Coordinator (PT) Feb 2003 - June 2008

Responsible for inbound and outbound customer service, training of junior

and new customer service representatives and quality assurance. Develops

customer services and personnel forms such as customer concern cancellation

of accounts, call monitoring, account follow-up, daily call log, credit

card authorization and others. Implements daily shift log form and

process, standard schedules, and performance evaluations. Responded to

inbound technical support calls, served as escalation point for customer

service issues. Performs updates to internal systems and maintains ACD

reports, including call volume, trends and performance statistics. Reviews

agent daily call log and provided agents with performance feedback.

Twanna Perkins-Monroe

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PHYSICIANS WORLD - KP360 / COMRISE TECHNOLOGY, Secaucus, NJ - $55/hr

Technical Project Coordinator

__________________________________________________________ Oct 2007 -

Dec 2007

Responsible for performing project coordination activities relating to

Clients web application projects. Ensures the products/systems involved

consist of custom internet-based web applications used to run the business

of pharmaceutical clients. Managed the user base of the applications that

comprises several thousand users, including client sales representatives,

speakers contracted by the client, client product and marketing team

members, and internal staff/management. Handled data related to speaker

events held annually, and processed and tracked all honorarium and expense

payments issued to speakers who speak at the events. Tracked progress using

MS Project and created workflow charts using MS Visio.

WeightWatchers / COMSYS, Manhattan, NY - $50/hr

Project Coordinator

_________________________________________________________________ May

2007 - Sept 2007

Key responsibilities include providing support and implementation

activities for the program. Under the direction and leadership of the

Director of Engineering, this position is responsible for monitoring and

facilitating all program-related activities to fulfill contractual

agreements and ensure the quality of program deliverables. Assists in

creating and developing online marketing strategies with specific

deliverables, including traffic building, e-mail newsletters and

solicitations, fundraising appeals, online advertising and marketing

campaigns, and more. Created workflow charts using MS Visio. Assists in

providing creative services, including proofing/editing Web fundraising

copy, promotional copy and e-mail newsletters and solicitations, and design

development (implementing some production of design work). Monitors

client websites and make proactive creative suggestions for improvements,

and implement changes. Identifies and solicits promotional partners and

sponsors for our clients. Created weekly status reports for management.

Keeps up-to-date project plans in MS Project housed on SharePoint.

McGraw-Hill / Enable Consulting (Dlathe, Inc.), Manhattan, NY - $50/hr

Project

Administrator_______________________________________________________________

_ Oct 2006 - April 2007

Key responsibilities include providing support and implementation

activities for the program. Under the direction and leadership of the

Program Manager, I was responsible for monitoring and facilitating all

program-related activities to fulfill contractual agreements and ensure the

quality of program deliverables. Serves as the initial contact for

requests by the district assessment staff for reports and additional

materials, and provides communication and document transfer liaison between

CTB and the customer's Department of Education. Keeps the Program Manager

informed regarding all customer issues and proposed solutions on a regular

basis via routine meetings and program status reports, and coordinates

program support from the departments, field staff, customers, and district

administrators. In addition to providing general tasking support within

the scope of the assigned program, I was responsible for program

communications, data and information management, reporting, meeting

coordination, process improvement, and activity coordination.

Sanofi-aventis pharmaceuticals / FYI Systems, Inc, Bridgewater, NJ

Project

Coordinator_________________________________________________________________

May 2006 - Sept 2006

Key responsibilities include coordinating project flow for IMAC

(Install/Move/Add/Change) IT projects. Communicated with customer to verify

scope information to create Clarify cases and dispatch to the technicians.

Track projects from receiving Service Station Requests from customer system

to creating Clarify cases in Siemens system. Supply all case information to

the SSR and close SSR when complete. Monitor region Service Station queue,

submit Remedy Change Control when necessary, monitor Asset Tracking for

region. Communicate with customers both internal and external on regional

IMAC activity. Follow set processes and assist in establishing new

processes. In addition, I assisted in the development of project/program

plans using MS Project and delivery of routine projects or programs

(defining scheduling, budget, risk, change, and opportunity and resource

management activities).

Twanna Perkins-Monroe

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IBM / Artech Information Technologies (Work-from-home)

Transition Manager (Remote)

_________________________________________________________ Feb 2006 -

Sept 2006

Key responsibilities include Project Management assignments for IBM Global

Services, Strategic Outsourcing transition activities. Project Manage work

activities related to bringing newly signed service contracts into IBM to

enable the services per contract specifications. The scope of work

includes projects in Infrastructure including mainframe, midrange and

distributed towers, data center relocations and any supporting roles

associated with these activities. This includes working with Sr. Project

Managers and Overall Transition Managers in defining architecture, engaging

the necessary terms and develops plans and budgets. Executes plans using

MS Project in tight coordination with other Project Managers within the PMO

Office. Ensures that detailed project plans are managed for optimal cross-

functional integration of timing, scope and resources. Created workflow

charts using MS Visio.

Madison Square Garden / Geneva Consulting, Manhattan, NY

Associate Project

Manager____________________________________________________ Aug 2005 -

Feb 2006

Key responsibilities include project planning using MS Project, creating

and monitoring project schedules, and coordinating project logistics across

teams and stakeholders for the Oracle 11i upgrade. Defines and tracks

project schedules and milestones. Works with Bearing Point Team to review

test case requirements and specifications. Coordinates and provides input

to project teams with new product requirements. Works with the PMO to scope

out new project efforts. Reports to management regarding project status.

Manages relationships with outside vendors and strategy partners for

project related activities. Help facilitate the sub-team meetings as needed

to ensure that meeting objectives are met. Documents meeting outcomes

through written meeting minutes and post for public viewing on Sharepoint.

Performs meeting follow-up as needed (i.e., tracking and reporting of

project progress, resolving issues).

Business Edge Solutions, Inc., East Brunswick, NJ

PMO

Administrator_______________________________________________________________

___ Apr 2005 - Aug 2005

Implements and maintains integrated project schedule. Develops and

maintains schedule logic and assess progress and impacts of changes and

schedule slippages. Serves as Project Services single-point-of-contact for

the assigned Delivery Team(s) project services people and issues for the

Delivery Team Manager(s). Assisted the Program Services Manager and

Functional Leads in the development of consistent Project Services

processes and procedures. Works closely with Project Managers to compile

technical, financial, and other project data using various database

programs for inclusion in reports or presentation materials. Used

dashboards and scorecards spreadsheets with excel macros to relay project

status in drillable levels. Prepares timely and actionable analyses,

forecasts, and recommendations for assigned projects in MS Project to

ensure achievement of business objectives.

Bristol Myers Squibb Co. / TSR Consulting, Hopewell, NJ

Sr. Project

Administrator______________________________________________________________

Oct 2004 - Jan 2005

Updates and maintains project documentation and reference materials while

adhering to documented processes for Software Configuration Management.

Responsible for understanding implications of issues and escalating to Sr.

Project Managers. Manages the project portfolio pipeline and schedule,

ensuring timely delivery of high quality materials to approval meeting

participants. Hands-on exposure to policy, procedural and internal control

review, assessment and documentation as per Sarbanes Oxley initiative.

Evaluates and documents internal controls, risk assessment and the ability

to prepare and execute audit programs, lead testing phases and implement

internal audit tools. Controls the flow of information within the project

and owns and maintains the central repository of information for the

project

Twanna Perkins-Monroe

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( *********@*****.***

Pfizer Pharmaceuticals / sunrise systems, inc., Parsippany, nJ

Lead Project Office

Administrator_____________________________________________________ Nov

2003 - Sept 2004

Responsible for data creation, maintenance and reporting in MS Project and

management of project documentation (issues logs, meeting minutes, project

files, safety documentation, schedules, etc.). Supported Director of CIT

group with global compliance and standards. Evaluated and reports progress

in terms of quality and performance metrics. Promoted organizational

quality standards and assist in identifying methods for implementation or

compliance improvement. Tracks information from sub-project mangers on a

weekly basis. Worked with client departments to coordinate systems

testing, installation, training and support.

NCS (Johnson & Johnson Company) / Kelly Services, raritan, NJ

PMO

Administrator_______________________________________________________________

____ Jan 2003 - Oct 2003

Completed resource requirement assessment, tracks and facilitates the

coordination of request intake, and designs process workflow charts and

diagrams using Visio. Updated the ongoing development of project

management processes, defines project goals and timeframes, and prepares

alternatives to meet objectives through the utilization of the project

management lifecycle framework. Provided project support for global

compliance and standards. Created and preserved detailed schedules

highlighting detailed project plans. Prioritized turn-around templates for

team members and time reporting and tracked budgeted versus actual costs

and planned versus actual project hours.

JPMorganChase - Wall Street / CPS Comtech, Downtown, Ny

Lead Project

Administrator____________________________________________________________

Sept 2002 - Dec 2002

Offered end-to-end project management support for various initiatives

throughout the region and consulted with customers, end-users, and

potential clients in planning system requirements and the consolidation of

web-hosting sites. Directed and coordinated activities of project

personnel to ensure project progressed with high quality services.

Responsible for target margins and leverage for the project management

staff per operating plan. Oversaw the requirements triage process and

coordinated the regional quality assurance projects, while applying risk

assessment for project decisions on critical path initiatives. Used excel

to create pivot tables, macros and various spreadsheets. Controls the flow

of information within the project and owns and maintains the central

repository of information for the project.

Additional Consulting Employment

MS Project Administrator, Merck & Co / AETEA Information Technologies,

Whitehouse Station, NJ 2002-2002

Project Lead, Kraft Foods / KMJI Technologies, East Hanover, NJ 2001-

2002

Clinical Research Coordinator (PT), Novartis Pharmaceuticals/ Kelly

Services, Summit, NJ 2001-2001

Technical Helpdesk Consultant, AT&T / PCCI, Morristown, NJ 2000-2001

Senior Business Support Analyst, Prudential, Roseland, NJ 1999-2000

Project Coordinator Analyst, EquiServe / Option One, Jersey City, NJ

1997-1999

Data Administration Analyst, Novartis Pharmaceuticals / Kelly Services,

East Hanover, NJ 1996-1997

Senior Administration/Accounts Payable, Honeywell / TAD Resources,

Mountainside, NJ 1994-1996

Executive Administrative Assistant, Prudential / Norrell Temporary

Services, Newark, NJ 1992-1994

Education, Training, & Affiliation

PMI Certification - Essentials of Project Management

PMI Certification - Mastering Project Management

Villanova University

Certification of Business Management

Stratford Career Institute

Certificate - Microsoft Certified Professional (MCP)

AlphaNet Solutions

Twanna Perkins-Monroe

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Technical Capabilities

Operating Systems:

Windows Server 2000 MS DOS Windows NT

4.0

Macintosh Novell NetWare Windows 2000

Pro

Software:

MS Office Suite- Access, PowerPoint, Excel, Word, Outlook MS Scheduler

PC, LAN, WAN

MS Project Office ABT Workbench (PMW) VANTIVE

TCP/IP

Windows NT Imaging Visio Adobe Acrobat

Professional Prolog

Timberline Primavera Windows XP PaRIS

Lotus Notes Lotus Office Suite MS Exchange

Visual Basic

Multi-Edit Prolog MS Outlook

Timberline

SQL/ Oracle Mainframe PF Editor

HTTP/HTML

MS Front Page PeopleSoft MS SMS

Norton Antivirus

Crystal Reports PC Anywhere EVOLVE

PhotoShop 5.0

Picasso eRoom Remedy

Mercury

Excellent References Available Upon Request

Contact this candidate