Project Manager Customer Service

MARY DiFIORE CROWE, PMP

* ***** ****** *****

Houston, Texas 77042

713-***-**** *******@*********.***

Summary

Certified Project Manager (PMP), experienced in effectively managing

multiple projects in diverse industries and technologies. Expertise in

software and process re-engineering using various project methodologies

including Agile, RAD, and SDLC. Exceptional ability to communicate with

decision-level managers, converting complex technical information into

practical business solutions. A quick learner and creative problem solver

with a reputation for successfully aligning groups toward a common goal,

motivating and managing people, creating high morale and outstanding

results. Experienced public speaker, motivator and skilled trainer,

effectively getting ideas across and making them relevant.

Certified project Scope management Communications

manager

Strategic planner Integration management Human factors/usability

development

Risk management Change management Quality management

Process and training documentation

1 Professional Experience

National Processing Company-Houston, Texas 2004 to present

f/k/a Retriever Payment Systems

1 Financial services company specializing in credit card transaction

processing; using Oracle 9i and 10g database, Oracle 11.5.8 apps, and

Apache Linux for the websites

1 Senior Project Manager, B2B Product Manager

I managed full-cycle project development with multi-disciplined project

teams in a matrix environment. Projects ranged in value from $3 million to

$20 million dollars and included project planning, scope, risk management,

resource management, documentation, budgeting and estimating, change

management, user training, system testing, and executive coaching to meet

company's strategic goals. Job duties included gaining concurrence and

approval from stakeholders, team members, and executive management. I

ensured that communication on all project levels as necessitated by the

project plan was maintained. I was responsible for determining

requirements, identifying and mitigating risks, and managed expenses to

ensure compliance to company financial goals.

I developed templates, processes, and project governance guidelines for

company-wide use and trained personnel on project management processes;

additionally, I managed the project management audit process for the IT

department for 5 years.

Selected projects:

Directed and managed the flagship B2B product for our partner customers

reducing calls to internal staff by 28%, saving 3 full time employees

Managed compliance product project generating $17M in revenue annually

Managed intranet site for call centers, streamlining and automating

processes reducing staffing by 3 full time employees and improving the

backlog of work from 4 weeks to 24 hours

Designed intranet sites including knowledge management sites saving 2 full

time employees

Directed the project team working on customer retention reducing attrition

of both primary and secondary customers by 12%

Mary DiFiore Crowe

Page two (2)

The Integrity Group-Houston, Texas 1999 to 2004

Software and process documentation firm focused primarily in technology and

oil and gas industries

Business Unit Manager/Project Manager-Diversified clients

Redirected an angry, discouraged, and frustrated project team into a highly

productive cooperative unit increasing productivity by 47%

Provided technical, consultative sales support to grow portfolio of

diversified clients from one to over twenty adding $5 million plus in

consulting contracts

Developed project tools including information for project design, project

planning, resource management, risk assessment, balanced scorecards,

quality control, resource management, and change management

Developed business cases, scope documentation, proposals, workflows, and

business processes for our client base

Sr. Technical Writer-Assigned to Compaq Computer Corporation

Determined marketing, engineering, and customer service pieces to use, as

well as facilitating among the groups to get agreement on the material to

be included for Compaq Resource Paqs for each network operating system

(Microsoft, Novell, UNIX, Linux)

Researched and tested network operating systems on Compaq servers for

development of white papers for Compaq customers and resellers, bringing

together engineering, marketing, training, and customer service area

subject matter experts

Better Business Bureau of Metropolitan Houston-Houston, Texas 1995-1999

MIS and Operations Manager

Managed projects for upgrading software and hardware, relocating offices,

enhancing interactive voice response system, updating phone system, and

converting FoxPro database to proprietary system

Modernized a 40-user Novell NetWare network running on X286 PCs to latest

hardware and software including integrating legacy systems and adding

Internet connections

Designed, developed, and delivered training for software functions

including word processing, proprietary databases, Microsoft Windows, and

the Internet eliminating most outside training costs and doubling

productivity in six (6) months

Streamlined functions and reports in office operations and database usage,

eliminating 2.5 positions saving $50,000 per year and increasing

productivity by 87%

Represented local president on national board to evaluate and test local

websites for compliance to national BBB standards and usability

Organized and facilitated Fortune 500 corporate philanthropy meetings

providing detailed data on charity financial commitments of over $100

million per year; meetings played a key role in helping corporations

determine the appropriate use of charitable contributions

The BancPro Group, Inc.-Houston, Texas Senior Vice-President 1991-

1994

Consulting firm providing service to the RTC, a government agency

liquidating the assets of failed savings and loan companies

Affiliations

Agile Project Leadership (APLN)-Houston

Houston Association for Women in Computing, served as national president,

held several local offices

Federation of Houston Professional Women (selected as Woman of Excellence

in 2001)

Project Management Institute-Houston

2 Education

University of North Texas, Liberal Arts degree

Project Management Institute, Project Management Professional

Human Factors International-Putting Usability Research into Practice

ESI, George Washington University-Aligning Project Management with

Corporate Strategy

Rice University-Web Development Essentials

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