Project Manager Customer Service

Stephanie Tomlinson

**** *'Hanlon Drive ( Lincoln, NE ( 68516 402-***-**** (

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

Program Manager with experience designing and implementing global talent

management technology solutions and business processes. Demonstrated

leadership skills interacting with all organizational levels. Excellent

communication skills with experience presenting to large groups,

stakeholders, and management. Accomplished in building lasting client

partnerships and successfully managing multiple complex global projects

concurrently.

CORE COMPETENCIES

CUSTOMER SERVICE Detail Orientation Project Governance

Multi-tasking Skills Process Development Effective Communication

Critical Thinking Problem Resolution Account Management

PROFESSIONAL EXPERIENCE

Kenexa (www.kenexa.com) - Lincoln, NE August 2000

- Present

Program Manager October 2008

- Present

. Lead product launch efforts, adhering to aggressive release schedules

while ensuring organizational readiness.

. Serve as the liaison between product management/development and other

cross-functional business divisions.

. Develop a launch plan to track product launch standards,

communication, and rollout initiatives.

. Manage the client beta program and monitor early adopter client

engagement.

. Validate accuracy of documentation created by other teams for related

processes and products.

. Manage multiple concurrent projects, priorities, and tasks.

Director of Account Management November 2007 -

October 2008

. Manage a team of professionals responsible for the business

relationship of 200+ clients.

. Act as the escalation point for the account management team ensuring

overall client satisfaction.

. Responsible for all mid-market contract renewals, assisting with

contract negotiations and pricing.

. Resolve client billing and collection issues.

. Monitor and provide guidance to achieve up-sell and cross-sell goals.

Business Analyst December 2006 -

November 2007

. Analyze and identify business requirements to improve internal tools

and processes.

. Develop business process description, work analysis, and participate

in development processes.

. Define the implementation methodology, showcasing best practices from

multiple divisions.

. Create consistent documentation standards across multiple business

units.

. Identify a SharePoint site structure to streamline communication and

standardize documentation.

. Manage the implementation, training, and rollout of the CRM to the

product support teams.

. Support special projects for all cross-functional groups as needed,

working with teams to understand and help resolve pain points.

Product Manager January 2004 -

December 2006

. Identify market needs and coordinate product vision with client

business goals.

. Develop use case scenarios and business requirements, translate into

functional specifications.

. Provide product messaging and assist with marketing communications.

. Work with leadership to develop and maintain a product strategy and

roadmap.

. Assist with pre-sales activities, including leading product demos as

well as completing proposals, contracts, technical overviews, and

implementation plans.

. Work with the engineering and quality assurance teams in the

development and roll out of new releases, from product definition

through launch, to ensure the goals of feature requests are met.

. Collaborate with technical writers on release, implementation, and

training documentation.

. Conduct training for sales and support staff as needed to ensure

proper positioning and understanding of products company-wide.

1. Research and monitor client perception of products and services.

2. Act as a SME, responsible for validating accuracy of documentation

created by other teams relating to the products.

Implementation Consultant / Project Manager August

2000 - January 2004

. Act as business partner with clients, building and maintaining

relationships and ensuring customer satisfaction.

. Manage multiple projects with accountability for timeline deliverables

and project profitability.

. Serve as the client's primary contact and drive the implementation

process.

. Facilitate meetings and present to all levels of an organization.

. Assist clients in identifying system enhancements to align the

application with their business goals and industry best practices,

including prioritizing these enhancements to meet project deadlines

and budgets.

. Manage data conversions and other technical aspects of implementation

projects.

. Coordinate internal and external project team resources to ensure the

project exceeds client expectations.

. Train new Implementation Consultants on the implementation process,

documentation standards, and best practices.

EDUCATION

Hastings College (www.hastings.edu) - Hasting, NE

Bachelor of Arts degree, May 1999

ADDITIONAL QUALIFICATIONS

. PROFICIENCY WITH MICROSOFT OFFICE SUITE, INCLUDING OUTLOOK, WORD,

EXCEL, PROJECT, VISIO, POWERPOINT, AND SHAREPOINT.

. Experience implementing Service Oriented Architecture (SOA) projects.

. Experience with Software as a Service (Saas) software deployment.

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