Project Manager Customer Service
Resume:
Kimberly S. Lee
***** ******* *****, *******, ******** 60047
***.**********@*****.***
SUMMARY
Professionally confident and results-oriented project manager with
experience in implementing key fiscal initiatives that incorporates
strategic planning and analysis. Strong analytical problem solving,
strategic planning and project management skills. Excellent developer and
implementer of processes and procedures that significantly strengthen
operational controls. Effective in creating a productive and positive
environment as a valued team member with leadership drive.
CORE COMPETENCIES
> Performance/Change Management
> Organizational Effectiveness/Development
> Strategic/Conceptual Decision Making
> Project Planning and Execution
> Communication (Oral & Written)
> Performance Management
> Promoting Process Improvements
> Team Effectiveness
PROFESSIONAL EXPERIENCE
HEWITT ASSOCIATES - Lincolnshire, IL
1988-2009
Experienced Project Manager and People Manager- 1997-2009
Billings and Payments
Responsible for implementation and delivery of ongoing Billings and Payment
services for clients.
Experienced Project Manager
. Foster strong relationships with client contacts and Hewitt client teams
focusing on problem solving and customization of requirements.
. Supported and lead fiscal year objectives/changes and communicating
results to business leaders.
. Worked directly with client contacts fielding questions and provide
monthly reporting.
. Champion various key initiatives including transition of clients to one
banking vendor resulting in over $1 million in savings and assisting in
development of a consolidated workflow database and manage rollout to all
clients.
. Ensure consistent, accurate, timely delivery of services to 18 clients.
. Manage financial aspects of clients including submitting unit cost
allocations monthly to financial and ensure Sarbanes Oxley, balancing
between Hewitt recordkeeping system and client bank accounts.
. Partnered with Hewitt's Health and Welfare teams and executive leaders.
Data Security Manager
. Designed, documented and managed data security requirements for 150
clients.
. Responsible for quarterly audits.
Quality Metrics Project Manager
. Responsible for identifying and implementing quality metrics.
. Developed standard operating procedures and trained associates in India
as to how to enter and analyze data for metrics.
KIMBERLY S. LEE
Page Two
People Manager
Responsible for managing 8 associates in their career and pay development.
. Partnered with leaders and managers for development/succession planning
and change management.
. Worked with associates to develop annual performance plans based upon
fiscal objectives.
. Provided coaching and direction to associates.
Your Benefits Resource, YBR, Website Project Manager
Responsible for the design, implementation and rollout of YBR to over 120
clients which reduced phone calls into the benefits center and reduced
people costs.
. Developed and maintained web based training for customer service
representatives.
Implementation Project Manager
Responsible for defining and documenting requirements and deliverables with
clients.
. Developed and monitored milestones.
Health and Welfare Project Manager and Unit Manager for Ameritech 1995-1997
Responsible for the implementation and delivery of ongoing Health and
Welfare services for Ameritech. Ameritech was one of the first Health and
Welfare clients to be implemented on Hewitt's recordkeeping system. Also
responsible for defining and documenting requirements and deliverables.
. Managed the overall setup and delivery of Health and Welfare services.
. Developed project staffing plan, established and monitored milestones.
. Assisted in the Benefits Center setup and conducting of training.
Defined Contribution Project Manager 1993-1995
Responsible for the implementation and delivery of ongoing Defined
Contribution, 401k, services for clients. Responsible for defining and
documenting requirements and deliverables with new clients - approximately
10 over the course of 6 years.
. Managed the overall setup and delivery of Defined Contribution, 401k,
services for clients.
. Developed and monitored milestones.
. Assisted in Benefits Center setup and conducting of training.
Defined Contribution Quality Assurance Analyst 1988-1993
Responsible for the delivery, implementation and maintenance of the Defined
Contribution Plan for Target Corporation (i.e. Dayton Hudson Corporation)
on the Hewitt Administrative Systems.
. Developed and maintained a positive working relationship with the client.
. Participated in developing and defining system requirements.
. Developed and executed system testing conditions for converting The
Target Corporation from Hewitt's legacy recording keeping system to the
new system.
. Monitored ongoing quality of processing and performed troubleshooting of
issues as they arose.
. Assisted in the Benefits Center setup and conducting of training.
EDUCATION
Bachelor of Science in Finance, Northern Illinois University - DeKalb, IL
(Cum Laude)
Minor in Economics, Northern Illinois University - DeKalb, IL
TECHNICAL SKILLS
Microsoft Word, Excel, PowerPoint, Project, DB2 application, SQL and SDLC
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