Project Manager Customer Service

REBECCA OBESTER, PMP

**** ***** **. ********, ** 43212 614-***-**** *************@*******.***

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Offering 10+ years of management experience in a Web/online commercial

banking and financial environment coupled with the hands-on background to

understand the challenges and opportunities in a corporate or non-profit

setting.

~Proven experience overseeing and managing large and small IT enterprise

releases, PMO documentation, project plans and diverse domestic and

international resources ~

Highly effective, collaborative, and personable team leader with experience

planning, coordinating and supervising operations, workflow, and resources

to drive achievement of task and project goals.

. Managed operating budgets- as high as $20M and as specific as a $200K

PMO contractor budget - demonstrating strong fiscal administration,

control, and budgeting skills

. Implemented training, quality assurance, and testing programs

resulting in improved project deliverables in terms of time, exceeding

quality standards and project scope capacity - drove enterprise

objectives with Change Readiness, Corporate Compliance, the PMO

Office, off-shore Vendors, contracted Vendors, Product Management and

IT programmers.

Team Leadership

Workflow Management & Planning

Contract Management o JAD Sessions and Checkpoint Meetings

Experience with Agile, Waterfall and Spiral Project Management

Methodologies

PROFESSIONAL EXPERIENCE

J.P. MORGAN CHASE & CO. Officer, Project Analyst (NYSE:JPMC) a leading

global financial services firm with assets of $2.1 trillion and operations

in more than 60 countries. Pricing Strategy & Analysis, Treasury Services

2008 - Present Planned, coordinated, and supervised a team of up to 20 in

performing user support, troubleshooting, and implementing fixes to Chase

Web application. Established work schedules, initiated and delegated work

orders, and oversaw bank compliance with Project Delivery Framework

guidelines. Maintained IT records in Internet Deal Model (IDM) to ensure

100 percent accuracy and completeness in system updates. Lead

prioritization work team in decision making to establish future scope.

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_________________

"You have the ability to whatever it is you set your mind to... I have

never seen anyone who will overcome any objection and do it in such a way

that is so collaborative. I hear positive comments from all areas of the

bank on an almost daily basis." - Supervisor

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________________

Selected Contributions:

* Directed the successful assimilation of 10,000 newly acquired accounts

into the Web-based online tool including creating training documentation,

project strategy, and interacting with senior management to steer the

project from initial development though roll-out to various market segments

working with Corporate Communications, IT, Business Banking, Product and

various in-house and external vendor resources to fulfill a market need.

Instrumental in driving adherence to quality and project management

standards - Upgraded product with new features, improving interface speed

and financial analysis details and piloted the implementation of a

portfolio performance calculation engine

enabling the generation of returns for all bank products and investment

across the company platform - including: - --*ACH, FMS Direct Transmission,

Account Services, Liquidity Assets, and iBill, iVault for Capital, Large

Corporate Middle Market and Business Banking customers nationwide.

Managed the addition of 3,000 new Commercial Banking accounts - including

the following new customers in the list: The Old Spaghetti Warehouse,

Yellow Book USA, United Artists, The U.S. Air Force, First Bank, Deere

Credit Services, Mountain View Medical Supply, Franklin Templeton Funds,

Emerson Electric, Kohl's Department Stores, Raising Canes, American

Architectural Manufacturing Association, the United States Soccer

Association, K-Tel and BP Air.

* Provided ongoing strategic direction and long-term goals through close

cooperation with business partners - including real-time, inter-company

Internet functionality, along with new cash flow forecasting capabilities

to help organizations further improve cash management operations. These new

enhancements have been fully integrated with Treasury On line's existing

risk analysis and foreign exchange trading functions.

* Achieved and maintained an excellent production stability record by

anticipating potential problems and implementing solutions: Real time

display of payables and receivables flow across operating units and the

accommodation of centralized decentralized, or hybrid treasury management

approaches.

* Created, maintained and implemented project repository and training for

600+ banking representatives regarding the Internet Deal Model (IDM)

application. Created, tracked and resolved strategic and technical defects

within Mercury Quality Test Center analysis and created Peregrine/tracer

tickets for problem resolution for a variety of functional and technical

errors in light of overall project timelines, deliverables, action-items,

management direction a available resource.

* Supported Commercial, Business Banking and Middle Market customers with

new e-Commerce functionality and training with the IDM pricing application

and in the financial deal modeling of their national banking accounts

forecasting.

UNITED HEALTHCARE GROUP, Columbus, Ohio

Project Manager/Quality Assurance Analyst, 2007 - 2008

* Lead an extensive Web portal update under a short deadline. The

technology: The client's external Web portal was built upon a J2EE

architecture with ties into the mainframe legacy systems Oracle and DB2

databases, and EDI-based transaction systems.

* Prepared project/online environment to launch its redesigned external

member portal that included enhanced features for its 3.3 million mid-

Atlantic members. The updated Web site offered enhanced access to

healthcare benefits, claim information, and enrollment options, and was

designed to quickly deliver answers to consumers' queries. The client

provides comprehensive health and benefit coverage to its members, and aims

to increase the affordability and quality of healthcare throughout its

market areas.

* Challenged with updating the functions of the new Web portal with

extensive updates - included information on member eligibility, summaries

of benefits, claims status, and out-of-pocket costs for members and their

dependents. Thousands of dollars in online summary of benefits and reduced

calls into the customer service hotline.

* Developed the new application we were developing was designed to be

compatible with the client's larger enterprise-wide identity management

implementation. This identity management program addressed HIPPA guidelines

to assign secure Unique Individual Identifiers (UIDs) to patients instead

of utilizing Social Security numbers.

* Responsible for analytical support from a team perspective: online member

registration, member self-services, and member information services had to

recognize the new unique ID's as well as account for any existing legacy ID

that was in the process of being changed over.

* Hired as a consultant when the project was behind schedule and worked

with the client's internal team of 10 resources including architects,

developers, business analysts, security specialists, and Quality Assurance

testers to effectively complete the project on time and on budget.

* Effectively worked with the project manager and the project to team to

see the project through to successful completion of required deliverables.

This project was implemented using a 30-day, iterative deployment

framework, and was delivered on time and on budget. The Web portal

surpassed its first year cost benefit analysis projection roughly six

months earlier than expected, and with more than 100,000 members registered

online, has recouped approximately 25 percent of its claims status, and

coordination of benefits - saving the client almost four dollars pre

transaction in postage along. The bill-payment feature allows online

payment for member's insurance premiums each month, and the client has

collected payments totaling $8.5 million dollars.

* Systems testing and business analysis of insurance batch claims that are

routed through the Web system by claims processors. Direct and third party

business customers.

* Created MS Project and Excel project plans, task lists and Visual Studio

scripts to test system bugs and fixes for developers in a Web-based

application environment. Stored Visual Studio scripts in Team Foundation

Server.

* Trained new developers on the general mapping of the Web portal claims

environment. Created training materials on Visual Studio and new features

of the ODAR Web site - including screen prints utilizing Snag-It

application, posting these to Share Point- our internal Web-based project

repository for the team of 20 developers, systems analysts and project

managers.

* Created new defect Tracers to track and fulfill "bug fixes" for Release

2.4.3 and 2.5.

* Participated as a part of the team to implement into production Release

2.4.3 and found unique gaps in programming that were fixed, to create a

more robust release.

THE HUNTINGTON NATIONAL BANK, Columbus, Ohio

Project Manager, Business Online Banking - Commercial Retail Banking

Operations, 2007 https://www.huntington.com/bas/HNB2210.htm (Six-month

consulting-contract assignment)

* Created and coordinated rollout structure to mediate risk for 300

commercial banking customers on the company's PEP + SSO Web site and added

new features including auditing, shadowing/emulation, EPA dual verification

and reporting to their current offerings. Managed contract negotiations

with key vendor relationships - such as Fiserv/Checkfree.

* Partnered closely with internal resources such as financial services off-

site multi-million dollar vendor in order to deliver the project during the

same period of time as the Sky Bank integration was taking place (the

largest bank-to-bank integration to date at The Huntington).

* Managed internal project communications, project repository materials,

training updates, and communications with senior management to ultimately

create a secure financial tool that commercial banking customers could add

to their portfolio of opportunities with The Huntington.

* Documented, tested and oversaw the execution specific test scripts for

the ACH Risk Manager R2.0 software product. Each Test Script provided

represented a main feature/functionality area of the ACH Risk Manager 2.0

system. Bank customers would be determine which feature/functionality they

will plan to utilize during their initial production offering of the

software product.

Project Approach - Elaboration Phase Approach

* Created a project plan in consideration of the vendor and internal

resources will be onsite or on-call during the code move, usually conducted

on a weekend prior to the first day of service will be a limited number of

days for technical resource assistance if necessary.

* Systems impacted: Business Online, EDM - SQL Server, EDM - UDB, and DB2

for Mainframe, Enterprise Server Services, PEP+ ET, ACH, Treasury

Management Online Origination, and Web Logic Application Server.

* Coordinated the 20-person project team to implement ACH PEP+ Single Sign-

on project with the vendor and to install PEP+ Exchange server software.

The Test Plan development service was directed toward the usage of the

system both from a standard functionality and any new functionality

introduced by the new release and the new module.

* Managed the process of creating test scripts at a level that the testers

can execute each script and review the results to determine success and/or

need to revise the scripts and/or parameters of the system.

* Managed onsite and vendor-contracted testing resources for both technical

and operations expertise in all phases of testing such as Familiarization

Testing, Systems Integration Testing, Application Security Testing

(Appscan), User Acceptance Testing, Parallel, Dress Rehearsal or other

customer specific test phases - in accordance to the agreed upon number of

man-days/resources.

* Contracted with the vendor to negotiate "lifeline" service for a maximum

number of resource-days (tracked in hours), during the testing phase and

remote assistance for issues related to the PEP+ Exchange software during

testing. Managed offsite service for critical issue support in accordance

with the vendor contract.

* Post Conversion Support - Created a "win-win" support mechanism (in light

of a major bank acquisition of the Huntington Bank of Sky Bank - and

available resources) For additional negotiates support for the first few

days of production, Oversaw the vendor support in providing operations

consulting to be onsite for post conversion support.

Internal approach within the PMO at the Huntington: All Impacts have been

documented in the SDLC Impacts repository.

* Created SDLC Impact repository will be utilized for key decisions, change

requests and team action items. Appropriate project documents will be

shared with the vendor, on an ongoing basis.

* Developed proprietary Web-application in-house was utilized for defect

tracking purposes for the initial upgrade to 2.0 from 1.7.8. Exceeded SLA-

management expectations on deliverables, vendor management, best-practices,

training support and education of key resources.

* Accountable for security, risk management, compliance and audit

performance for area(s) of responsibility at all levels across the bank

platform - for six states regionally located throughout the Midwest.

* Utilized ability to scope goals/objects, identify size tasks and

milestones, and manage/motivate both direct and matrixed groups towards

identified goals. Created executive-level PowerPoint scope decks which

outlined team objects, project plan, team resources, communications

strategy and improvements made with vendor relationships in order to remove

road blocks and create a seamless project-approach plan.

* Managed multiple teams both within Huntington and vendor partners in a

hands-on manner.

* Applications utilized in Web environment: VS.NET, .NET 1.1, VB.NET, SQL

Server.

NATIONWIDE INSURANCE, Columbus, Ohio

Business Systems Analyst, 2006 (Six-month consulting - contract assignment)

http://www.nationwide.com/index.jsp (The front page of the client-facing

Nationwide Web site - currently features the auto insurance portal)

* Partnered with 25 to 30 matrixed team members on a $2.6M project (which

was on time and within budget) that put 18 eastern states online in the

auto industry within six months, making the company competitive with other

insurance companies.

* Suggested 10 functional and relational updates that were implemented as a

part of the Auto Web site Acquisition Redesign project (which was delivered

on time with zero defects) in order to streamline the quote and bind

process.

* Responsible for creating business and system requirements, solution

scoping, working with user acceptance testing, created documentation of

various systems components, developed use case scenarios, wire frames,

software requirements, technical requirements and test scripts/strategies

and utilized gap analysis of legacy systems in order to integrate it into

the online Web site expansion project.

* Created implementation plans, documented technical requirements in Visio,

Word, Excel MS Office Suites. Initiated work scope documentation towards

utilizing DocuShare and Requisite Pro.

* Execution for all distribution points and channels in order to deliver a

world-class service experience, utilizing independent and exclusive

channels needed to operate on common commercial lines products and systems.

* Updated solution scoping documents, problem log, screen print

documentation and task-oriented documentation - referencing product rating

charts, customer Web messaging log, and legacy systems such as mainframe

database interfaces (AOA) in order to map fields to Internet drop down

options, radio buttons, and conditionally based questions for customer

input considering business impacts, legal considerations, product, billing

concerns and other relational impacts

* Determined Testing Scope and development test plan and scripts. The

testing approach was comprised of a series of system test, user-acceptance

and various project management phases throughout the systems development

lifecycle.

THE MOTORISTS INSURANCE GROUP, Columbus, Ohio

Senior Project Communications Specialist 2004 - 2006

* Integrated innovative layout and print/Web graphic-design to create

completely redesigned interactive presentations to revitalize the

marketplace in 38 states - including many markets outside of Ohio which

needed to be analyzed through marketing research and stakeholder interviews

in order to successfully steer them towards corporate revenue and

development objectives.,

* Acted as Chairperson of Motorists United Way campaign - Organized theme,

worked with community resources to facilitate rollout, created project

plan, accounted for financials, managed communications team resources,

wrote marketing plan, worked with employees to educate them on United Way

as an organization. Obtained a 95% participation rate and raised over $1M

in support of this non-profit organization.

* Recognized by senior management of parent company and affiliate

companies, including COO and CEO, for creative updates - vendor

relationship development, meeting or exceeding SLA objectives, and

improving business strategy and communications.

* Created, proofed, and edited all levels of communications from senior

executive, mid-level management to support staff, and customer service

communications materials. Increased comprehensive information reporting for

corporate collateral pieces including: annual report, credit union

collateral and insurance underwriting standards.

* Working with Microsoft Office Suites Excel and Mainframe databases in

order to update, scrub and sort through data for business-related uses.

* Developed process driven approach to creating asset management system.

Scope initiatives, document user processes, and identify system

requirements.

* Acted as business liaison, coordinated scheduling, training,

communications, data collection, application testing, issue resolution and

status reporting. Managed and developed processes to meet existing and new

business requirements. Administered and facilitated production control

procedures for distributed applications. Implemented vendor updates for

solution scoping.

NATIONWIDE FINANCIAL SERVICES, INC., Columbus, Ohio

Web Content/ Web Master 2003 - 2004

* Oversaw the development and launch of employee Intranet Annuity Web site

and Nationwide Financial Call Center site, which produced a 65 percent

increase in site visits and was recognized internally with several team and

leadership awards.

* Managed the creation and launch of Annuity Web site/Nationwide -

Utilizing HTML to create page templates and graphics which were an integral

part of the on-demand resources for the call center employees to access and

relay information to over 145,000 investment strategy customers.

* Responsible for Financial Call Center Intranet site relating to fiscal

marketplace: planned gift donations, annuities, 401(k) plans, 403 (b)

wills, and trusts. Worked closely with legal/compliance in order to ensure

that all due-diligence was in place

* Worked closely overseeing day-to-day development and ensuring that the

content meets our broker/investor needs. New site garnered a 65 percent

increase in visits and was recognized internally with several team and

leadership awards.

* Managed several high profiles Annuity and other investment vehicle

product implementations.

* Met aggressive three-month project timeline and delivered product rollout

under budget.

* Coordinated Intranet information posting with large call center

operations in order to facilitate internal communications and exceed

customer expectations.

* Created online and hard copy training materials to support the Web-based

information - created, edited, and proofed, worked with financial reporting

materials in annuities and analysis of the financial marketplace.

PNC/NATIONAL CITY BANK, Columbus, Ohio

Project Lead/Operations Analyst 2000 - 2003

* Upgraded, linked, and provided systems and services to more than 3,500

commercial banking customers on an on-going BAU level of support and

development for innovative ecommerce solutions

* Managed project that provided 275,000 Web-based clients real-time access

to account maintenance and transactions, including checking, saving, and

loan accounts, historical data summaries, information search capabilities,

ASCII file export options and account-to-account transfers - working with

on-shore and offshore vendor resources to meet or exceed SLA objectives.

* Orchestrated and executed all facets of internal IT commercial banking

operations cash management projects. Created Visio, MS Word, MS Excel and

PlanView project documents: the Project Plan, Test Plans, Integration,

Testing, and conversion phases/steps to meet or exceed project delivery

framework best practices and principles.

* Provided expertise in administrative coordination of large-scale project

management spanning multiple departments.

* Assisted corporate product management with coordination of customer

communications, resolution of vendor software issues, and general

management of vendor accounts. Assumed additional management-level

responsibilities including project training plan development, execution of

user-acceptance testing, generation of workflow analysis, functional,

database, and report mapping, and test plans development/documentation.

Utilized DocuShare and Requisite Pro to manage versioning, system mapping,

gap and analysis documentation.

* Provided instructional mentoring to Cash Management Operations Team in 1)

Planning and delivering a project estimate, 2) "Who Stole My Cheese" as an

analogy for change management, 3) An overview on the "Big Fish" management

philosophy that was being implemented across the bank's corporate

footprint, 4) Leadership development, 5) Continuing Education and

Professional Development/Training SLAs.

* Created user-friendly e-learning training tools including screen prints

of new screens, dialog boxes, and informational/ error messages combined

with walk-through step-by-step procedures; implemented guides to corporate

network.

* Designed and produced agreed upon guide template styles and quick

reference options for the project delivery framework including test plans,

project charters, and computer monitor quick-flip attachments; communicated

with department managers and trainers to determine versions based on cost

effectiveness, production time, and overall information retention.

QWEST COMMUNICATIONS INTERNATIONAL, Columbus, Ohio

Project Manager-Direct Mail Fulfillment 1998 - 2000

* Partnered with sales, product, marketing, and IT to create a seamless

fulfillment system for customers such as AOL, Travelocity, Netscape, SBC

Communications and GTE-Corp.

* Managed a 75-page matrix of partnership fulfillment programs, assigned a

logical sequence to the 1,000 of multi-level partnered co-op programs:

Microsoft, Travelocity, Sprint and universities that supported on lines as

their Internet-provider.

* Wrote high-level business requirements for key stakeholder initiatives

for annual budget planning. Managed budget of $10 million a year,

responsible for direct mail fulfillment service-level agreement of over 1

million pieces a month nationwide. Developed extensive financial,

strategic, process-controls, communications, and marketing strategy and

analysis. Worked with Vice President of Marketing to brainstorm and develop

new business opportunities for the sales/marketing/product team to

capitalize on including: The East Coast Hockey League/Columbus Blues

Jackets, Bobby Rahal Race Team sponsorship opportunity and a variety of

affiliate and co-op marketing opportunities for the organization.

* Evaluated business impact and prioritize technology initiatives based on

revenue increases / cost savings / customer experience impact and business

impact of new Web technologies on existing Web infrastructure.

* Lead implementation of strategic programs for e-Business, the PMO and

programming resources. Manipulated data sets to control database customer-

data that was run through their AS/400 mainframe system.

* Collaborated with business-side team and vendors including: advertising

agencies, printer fulfillment/wholesale houses, and direct mail vendors to

enhance and update technology, turnaround time, and functionality of gift

card mailers.

SPRINT NEXTEL, Mansfield, Ohio

Marketing Manager - Ohio, Illinois and Indiana 1996 - 1998

* Managed full life cycle of print, Web, and multimedia

communications/marketing projects for the tri-state area - including a

project team rollout of cell phones on a regional basis - created

communications, training, user guide, marketing, finance agreements and

fulfillment programs. Launched "SOHO" - "Small Office/Home Office" line of

business out of survey results of telephony usage and customer direction

for future development

* Created the first integrated cell phone user manual - with visual

diagrams to guide customers through the instructions.

* Consulted with client and reviewed project proposal to determine goals,

time frame, budget, and procedures for accomplishing project and

responsibilities for commercial, residential and small business units.

* Provided consultation, assistance, and updates during design and

construction phases of projects to client - transitioning to lead

development and negotiations through contract development and inclusion of

specific language around project deliverable and service-level agreements.

EDUCATION & TRAINING

Master of Business Administration - Franklin University, Columbus, Ohio -

2010-11 - Currently in progress

Project Management (PMP) Certification, Cleveland, Ohio - 2001

Bachelor of Arts in Communications and Economics with Honors - The Ohio

State University Columbus, Ohio

PROFESSIONAL LEADERSHIP

Chairperson, City of Columbus, Fifth by Northwest Area Commission - 2006-10

Community Tapestry television program on "Strong Neighborhoods" - 2009

Founded "Friends of 43212" non-profit community focused organization

Chairperson - Columbus Community Coalition Environment Committee - 2008-10

Founding member of Columbus Curbside Recycling - 2009

Clintonville Neighborhood Liaison to the City of Columbus - UCAN - 2001-03

The American Marketing Association - Chairperson of Professional

Development - 2000-02

AWARDS & HONORS

* Forty Under 40, Business First News Journal, Columbus for professional

and philanthropic achievements, 2005

* You Got "Caught" Corporate Leadership Award, Nationwide Insurance, for

superior customer service, 2003 - Outstanding performance award

* Top 100 B2B Web sites, B2B Magazine, recognition as a national top tier

business Web site, 2002

* Community Impact Circle of Excellence, United Way of Central Ohio, for

leadership giving and strategic performance, 2005 & 2006

* Rave Award, National City Bank, for outstanding performance during online

projects, 2001 - 2002

COMPUTER SKILLS

. Proficient with: Microsoft Office Suite: Office 7, Word, Excel,

PowerPoint, Project, Visio, Lotus Notes, Outlook, PlanView, Requisite

Pro, Visual Studio and SQL queries

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