Project Manager Customer Service

Jennifer Howard 425-***-****

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

http://www.linkedin.com/in/jennhoward

[pic]

Project Coordination & Management

Experienced in the development and delivery of multi-stakeholder projects.

I am able to engage and collaborate with stakeholders at all levels,

delivering solid results. Specialist areas include:

- Supporting Senior Project Managers, stakeholder teams and their

objectives by developing and documenting well-defined project and

operational requirements, as well as optimized project plans, timelines,

workflow processes and implementation schedules.

- Researching, analyzing and documenting cross-departmental business and

functional requirements.

- Coordinating all project related change control and management.

Troubleshooting and resolving all stakeholder issues and escalations.

- Creating content and managing project communication plans in the forms of

newsletters, presentations, training materials, SharePoint sites, as well

as regular status reporting for project stakeholders at all levels.

- Organizing group events, large and small, including: project kickoff

meetings, management presentations, video conferencing, project

reflections/post mortems, team offsites and functions.

Testimonials

"A consummate professional, Jenn displays intelligence and diligence .. ..

.. she managed a multi-stakeholder project that needed buy-in at multiple

levels .. .. .. has tenacity and is always on top of her brief. Her

interpersonal skills make her very easy to deal with." John Duthie, Head

of HR, Realtime Worlds

"I have known Jenn as Microsoft colleague and then a consultant and I have

been very fortunate to benefit from her services for 2 years. Expert,

thorough, detailed, autonomous, easy to work with, very good character,

keeps people on task and on track. I highly recommend Jenn." Nicolas Facon,

Market Intelligence Director, Microsoft Corporation

Career

Realtime Worlds, 2009 - 2010

Project Manager

Led the development of customized job role profile content, supporting

workflow processes and rating scheme for a new Performance Appraisal

System:

- Led Project Meetings; gathered and defined business requirements;

prepared and presented solutions to employees at all levels; and regularly

provided progress reports to senior management

- Worked closely with virtual teams to develop five levels of Job Role

Profiles / Job Descriptions for Engineering, Art, Production, Audio, QA,

IT, Marketing and Finance departments

- Consulted with HR and Committees to develop Core Behavioral Competencies

with Key Behavioral Indicators to facilitate the evaluation of employee

effectiveness

- Developed efficient process workflow, supported by an interactive

website, for the purposes of capturing, rating and reporting employee

performance at all levels

The AK Group LLC, 2006 - 2009

Project Manager, Microsoft

Worked with three business groups to develop and deliver the following

projects:

Small and Medium Business Market Intelligence Group

Managed Small and Medium Business segment activities for the Global

Relationship Study, including:

- Customer Sampling Plan of Record updates, FY10 Planning activities and

custom reporting projects

- Developed project and communications plans for the Market Prioritization

Framework program

- Managed a Small Business Center study with vendors Modem and ComScore to

develop and document FY08 quarterly/mid-year project processes-timelines

for transition to new employee

Corporate Marketing Research Group

- Created FY09 Developer Tracking Study program timelines, process

documentation and training materials for new employee.

- Led team training on full Project Lifecycle management

Sales, Marketing and Services Group

- Prepared project and communication plans to launch an internal product

demo competition

- Managed vendor, Ascentium, for interactive web tool development for

contestant registration/scoring

- Organized the Final Round competition and banquet event, held and

broadcast live at Microsoft Studios

Microsoft Corporation, 2004 - 2006

Project Manager

Responsible for the operational management of the Worldwide Customer &

Partner Satisfaction Study - designed to provide corporate / regional

stakeholders with market relevant insight to make well informed business

decisions, improve customer satisfaction and move forward with agility and

confidence:

- Created project plans, collaborative processes and launch timelines with

market research vendors, Harris Interactive and Ipsos Loyalty, for use in

the bi-annual satisfaction research programs for over one million customers

in 8 customer/partner segments in over 40 countries - 27 languages

- Devised process controls to optimize effectiveness, data quality, and

cost efficiency

- Secured internal customer project readiness through status

communications, process and web tool training materials, and field

readiness content presented via weekly, global, LiveMeeting sessions

Volt Services Group, 2003 - 2004

Project Manager, Microsoft

Worked with two business groups to develop and deliver the following

projects:

Corporate Market Research Group

Planned and developed operational processes, project documentation and

weekly communications content for the Worldwide Customer and Partner

Satisfaction Study with vendor, Harris Interactive:

- Facilitated 'Survey in a Box" - a program allowing emerging countries to

participate in the worldwide survey program. Managed timeline between

corporate and regional vendors in 6 countries, across time zones, and

served as corporate point of contact for overall survey project

implementation.

- Responsible for project planning documentation and tracking; the survey

translations process; as well as for all project operations related

communications content and website management.

Customer Service and Support

- Created project process maps and plan template to implement the annual

Worldwide Microsoft Consulting Services Partner Survey with party vendor,

Market Decisions.

- Developed a communications protocol for addressing outstanding

requirements and operational issues between vendor and internal

stakeholders. Managed the translation validations and change control

processes for all translated content

Print, Inc., 2001 - 2003 (now Pitney Bowes)

Project Manager

Created plans and processes to meet evolving business needs and facilitate

swift handover to employees regarding software compliance, internal tools

development, departmental re-organisation and special projects:

- Managed implementation of a nationwide document output device study for

40 volunteer companies

- Delivered data that led to creation of an IDC industry whitepaper for the

document production industry

- Mapped and documented cross-departmental workflow processes for use in

custom / off the shelf ERP product evaluations

Qualifications

2006 - 2007 Certificate in Applied Project Management Villanova

University

1986 - 1992 BA in English University of Texas

Awards

May 2006 - Microsoft Customer & Partner Experience Champions Award

October 2005 - Microsoft Customer & Partner Experience Canada Lifesaver

Award

August 2005 - Microsoft Corporate Marketing Group Research MVP

IT Skills

Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Project, Visio,

SharePoint, and LiveMeeting

Gayle S. Mitchell

2

Contact this candidate