Project Manager Customer Service

Shatoja L. Martin

**** ******* ******* ** 404-***-****

Smyrna, GA 30080 *******@***.***

qualifications SUMMARY

Seven years of experience working in Customer Service Operations as a

Senior New Business Analyst and an IT Project Manager in the Financial

Services Industry. Strengths include:

Strong analytical techniques Strategy management

Cross-functional team management Process testing and documentation

Integration project management Coordinate and facilitate

Problem solving issues/resolutions

Reporting and audit skills Verbal and written communication

PROFESSIONAL EXPerIENCE

compucredit - Atlanta, GA Jan 2008-Sept 2009

IT Project Manager

Managed tasks, resources, project plans, and scope for projects within the

organization. Worked with diverse business units, offshore and onshore

technical resources to accomplish the objectives of key projects.

Accomplished goals of business while managing projects simultaneously and

adhering to the SDLC process.

. Managed and facilitate risk management, change management and issues

resolution process, including escalation to the appropriate level in a

timely manner.

. Monitored project milestones, technical status, and critical dates to

identify potential jeopardy of project schedule.

. Validated materials, testing, and output from multiple vendors,

developers, DBAs, SAs, and Team Leads.

. Verified that all payment channels such as Checks, Online, Money Orders,

Money Gram, MasterCard Online, and RPPS for each Credit card project was

set up and processed correctly for all new projects.

. Maintained IT resources and documentation for projects in Clarity, Open

Workbench, Sharepoint and MS project.

. Provided testing support using Test Pro and validated results in TSYS.

. Participated in system upgrades including Oracle

. Led a team that provides internal customers with a superior level of

service and satisfaction, as measured by satisfaction surveys.

. Carried out analysis of all new Products and upgrades for Bankcard

Portfolio Management including Change in Terms, Promotions, and new

acquisitions.

Project Coordinator

. Assisted Project Manager with creating meeting agendas, facilitation, and

managing issues.

. Completed 3 Skill soft courses that improved project management skills.

. Gained knowledge of the company's internal System Development Life Cycle

process

Ge Money - Alpharetta, GA Aug 2002-Jan 2008

IT Delivery Project Manager/Client Services Manager 2007-2008

Provided strategic Parameter Control File leadership to support the rollout

of new Bankcard initiatives. First Data Resources systems (FDR) Subject

Matter expert (SME) responsible for leading and managing all parameter and

pricing builds for Affinity Credit Card Portfolios.

. Led the pricing build for 7 successful Bankcard launches which

contributed to $2.7 B in assets for Personal Finance business which was

managed in MS Project.

. Translated requirements into coding specifics.

. Maintained issues log and suggestions for ongoing online content for

online customer service websites and payment websites.

. Streamlined standard documentation for parameter cycle set up, testing

and implementation.

. Resolved defects associated with pricing for Bankcard portfolios and

provided root cause information that resulted in a 75% decrease of the

same launch defects.

Ge Consumer Finance - Merriam, KS

Senior Business Analyst/QA/UAT /Jr. Project Manager, 2003-2006

Modified existing and created new procedures to support implementation of

Retail Bank Card products. Gathered and documented requirements using

personal interviews and standard system for all integrated resources.

Coordinated all Subject Matter Experts to ensure that all cross functional

needs were met through consistent progress to Business Leaders. Designed

test scenarios as needed for the various Bankcard and Private Label credit

card products. Responsible for testing and making sure all internet sites

for acquisition and payments were created and ready for production.

. Decreased number of Bankcard Rush plastic requests from lost/stolen

requests by 66% saving business $110K per year. This earned an Americas

Award.

. Launched eight new deals that generated $1B in assets for the business.

. Assisted with rollout of a new testing tool that introduced

standardization and productivity. Provided training and support for the

tool that was used to create test plans and track defect reporting.

. Performed extensive user acceptance testing for FDR interfaces Evolve and

Workstation that supported Java Consoles.

. Set-up dedicated phone lines for each new product and tested all telecom

elements to ensure successful delivery of phone calls.

. Developed Test Scripts and User Cases in Test Director.

. Executed testing scenarios and wing-to-wing testing for new products.

. Created reporting using FDR ROW to present to management.

. Participated in multiple FDR Conversions and Mocks for new credit card

products.

. Interpreted data to determine call volume and success rate of calls

answered and dropped post implementation.

. Utilized FDR and Excel Macros for reporting to management for project

audits.

. Improved Security profile process through creating a standardized process

that decreased defects by 80%.

. Facilitated training courses as trainer for several Bankcard programs and

new computer systems.

. Acquired knowledge of Association and Network rules regarding Chargebacks

and Disputes.

Customer Service Representative, 2002-2003

. Gained knowledge of Federal Laws regulating credit and finance.

. Assisted with training of newly hired associates.

. Resolved numerous credit inquiries on accounts that led to three Business

Impact awards.

. Answered 90% of call rate within a 20 second time frame, exceeding

expectations.

Tennessee State University - Nashville, TN 2000-2002

Office of Graduate and Professional Opportunities

Staff Assistant

Performed daily office operations. Provided information to students seeking

professional study opportunities. Researched scholarships for students

interested in attending secondary education programs.

. Created manual that contained standard materials for graduate school

tests to help students interested in applying for graduate schools.

. Maintained records for students that were accepted in graduate programs

and provided acceptance information to be added into commencement

ceremony program at end of school year.

. Introduced and implemented new check out system for students to take home

study guides, practice tests, and magazines that aided in the acceptance

into programs.

EDUCATION

Master of Business Administration (MBA) - University of Phoenix - Kansas

City, MO

B.A., General Business - Tennessee State University - Nashville, TN

COMPANY SPONSoRED TRAINING

Six Sigma Green Belt Training Customer Centricity Training

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