Project Management

Wendy S. Norris **** Mission Road, Fairway, KS ***05

913-***-**** (cell) • abifuk@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

A proven leader with a decade of consulting and leadership experience, including a unique combination of skills

highlighted by strong project management, consumer research and business analysis, customer care and

service improvement expertise, process reengineering, and IT systems implementations.

PROFESSIONAL EXPERIENCE

SERVICE MANAGEMENT GROUP – KANSAS CITY, MISSOURI 12/04 – PRESENT

DIRECTOR

- Provide leadership, direction, and management support to a team of seven direct reports

- Manage over $7M in revenue annually

- Provide leadership and consulting to senior client executives to enhance the customer experience for multi-

unit restaurant and global retail organizations through long -term customer research and analysis

- Lead a team of project managers and analysts to provide program leadership, survey design/development,

field level support and actionable analytics to clients

- Mentor project managers and new directors in client management, customer insights and career

development ensuring they have the skills and ability to exceed both client and internal expectations

- Representative client list: Starbucks, Starbucks International, Victoria’s Secret, PETCO, Bath & Body

Works, 24 Hour Fitness, Express, The Limited, Bath & Body Works Canada, La Senza, Foot Locker, Inc.

HIGHLIGHTED PROJECT EXPERIENCE:

• Led the development and implementation of a customer feedback program for over 14 Asian and

European markets

• Initiated and implemented internal processes to increase efficiency in development and implementation

of new web survey technology, report development, and various other initiatives

• Simultaneously oversee four of the organization’s largest accounts, including over 10 separate projects

• Provided insights and recommendations to two clients that resulted in increased customer satisfaction

scores by almost 10 points in three years and increased revenue

• Led the internal initiative to implement Salesforce across the organization resulting in increased visibility

to senior leadership and client retention

MARKETSPHERE CONSULTING (FORMERLY ARTHUR ANDERSEN) – KANSAS CITY, MISSOURI 07/02 – 12/04

SENIOR BUSINESS CONSULTANT

Served on management consulting/client teams to successfully design and implement complex Enterprise

-

Resource Planning (ERP) system projects in multiple industries

Interfaced with all levels of the client and consultant teams throughout the project life-cycle process,

-

including project scope creation, proposal authoring, and skill requirements identification while effectively

managing client relationships

Employed project leadership capabilities throughout concept definition, project requirements, analysis and

-

design, development, testing and support phases

Representative client list: Delta Faucet, Fiskars, H&R Block, Option One Mortgage, Gerber Legendary

-

Blades, Nebraska Methodist Health

HIGHLIGHTED PROJECT EXPERIENCE:

• Provided customized training and performance support to drive the implementation of a software

solution and process improvement including development of job impact and needs analysis, customized

courseware, train-the-trainer delivery, and adoption/productivity measurement

• Partnered with client in a requirements definition and gap analysis for an enterprise-scale Source-to-

Settle initiative resulting in the successful presentation of a detailed business case

• Led a team of business analysts and subject matter experts through a Procure-to-Pay project system

design, implementation, and training of over 300 associates

• Led and presented the evaluation of multiple functional areas in a profitability assessment including

recommendations for an implemented cost savings solution.

Wendy S. Norris 2

ARTHUR ANDERSEN – KANSAS CITY, MISSOURI 06/99 –07/02

SENIOR BUSINESS CONSULTANT

Led projects in multiple industries to improve efficiency and effectiveness of operations through re-design of

-

workflow processes, gap analysis and implementation of Enterprise Resource Planning (ERP) technology

Conducted technology and process training classes for end-users, in addition to creation of peripheral

-

materials and job aides

Interfaced with clients within all levels of an organization assisting in project management, issue resolution

-

and improvement opportunities

Representative client list: Fiskars, Gerber Legendary Blades, NTN Bearing, Marley Cooling Tower.

-

HIGHLIGHTED PROJECT EXPERIENCE:

• Led the implementation of the PeopleSoft Enterprise One (JD Edwards) manufacturing suite. Managed

identifying requirements, application design, business process design, user procedures and training

• Facilitated and directed team in identifying requirements for business and technology processes for the

Plan-to-Produce common design effort

• Designed, tested and implemented a physical inventory system supporting eighteen warehouses

including developing custom report specifications and developing and delivering training to support the

physical inventory process for data entry personnel and regional managers

• Led team in the design and implementation of PeopleSoft Enterprise One (JD Edwards) manufacturing

modules for a multi-site implementation. Defined business and system processes to improve business

performance. Led conference room pilot and integrated system test to validate business process design

and system functionality.

UNITED STATES MARINE CORPS – QUANTICO, VIRGINIA 04/92 –04/96

CORPORAL, UNITED STATES MARINE CORPS

- Received the Navy and Marine Corps Achievement Medal for professional and leadership achievement

- Received a Certificate of Commendation for superior performance of duties and leadership achievement

- Received a Top Secret clearance, based on a Single Scope Background Investigation (SSBI) and

Presidential Support Access

- Led administrative functions for the Security Administration office to process personnel security background

investigations, applications for Official and Diplomatic passports, obtain visas for official travel, and facility

visitor access

- Provided security of special executive lift aircraft while in support of the President of the United States and

other dignitaries

EDUCATION

Bachelor of Science in Business Administration

Concentration: Economics

University of Kansas, 1999

TECHNICAL SKILLS

Microsoft Office –Word, Access, Excel, Project, PowerPoint; Visio

Salesforce, Sharepoint, PeopleSoft Enterprise, PeopleSoft EnterpriseOne (JD Edwards)

Contact this candidate