Project Manager Customer Service

SUMMARY

Motivated, detailed business professional with a strong analytical sense of

thinking and considered a reliable, results-driven team player with the

ability to work successfully with team members, external/internal business

units as well as key decision makers and business leaders. Proven track

record of problem resolution and innovation while producing accurate data

in a timely fashion, talent for quickly mastering of technological programs

and thrives in deadline-driven environments, while exhibiting excellent

team-building skills.

SKILLS

SQL Query Analyzer ( Microsoft Office (Excel, PowerPoint, Word, Outlook,

Project, Access, Visio) ( Adobe Acrobat ( Mercury Quality Center ( SAS70

Compliance ( Corporate Governance ( Ad Hoc Reporting/Querying ( Precise

Record Management ( Client Relationship Management (CRM) ( Experience

working with HTML and CSS ( Project Management/Project Coordination (

Excellent Written and Oral Communication Skills ( Strong Interpersonal

Skills ( General Customer Service/Client Relations skills ( Extremely

Detail-Oriented ( Superb Sense of Urgency

EDUCATION

Georgia State University, Bachelor of Arts in Psychology, 2003

PROFESSIONAL EXPERIENCE

ThePort Network, Atlanta, GA

November 2009 - February

2010

Client Services Implementation Specialist (Project Manager, Contractor)

. Responsible for setting project scope, objective and developing

courses of action.

. Proactively disseminated project information to all stakeholders by

providing project plan and weekly status reports.

. Defined and collected metrics to give a sense for project progression.

. Solicited and documented requirements from key stakeholders and end

users.

. Ensured that all risks on assigned projects are continually

identified, categorized, published and mitigated.

. Practiced timely compliance with all management reporting requirements

and adherence to company policies.

. Managed customer centric communications surrounding business

requirements, service offering, project deliverables and service

quality, to ensure that the customer's expectations are met.

. Structured project communications, conducted project kickoffs,

established team communications, and facilitated meetings.

. Clearly communicated project goals, roles, responsibilities,

milestones, and desired outcomes to internal, cross-functional, and

client project teams.

InveShare Inc (formerly Swingvote, Inc.), Atlanta, GA

Mutual Funds Coordinator

October 2007- Present

. Developed strategic partnerships with key Mutual Fund data providers.

. Conducted "deep dive" analysis of mutual fund proxy voting process

with key line business executives and SEC regulations.

. Assisted in process mapping sessions to document and develop Mutual

Fund proxy voting fulfillment process.

. Surveyed and documented all associated relationships with vendors,

transfer agents, and solicitors involved in executing mutual fund

trades.

. Ensured current production/CRM tool was working at an optimal level

and consisted of the most current and up-to-date data regarding client

contact information and historical data.

Lead Operations Coordinator

April 2005 -

November 2009

. Responsible for identifying system issues and impacts in conjunction

with driving resolutions.

. Executed query's on an almost daily to obtain metrics on key

Operations tasklist functions.

. Interfaced with numerous strategic partners to gather & distribute key

data and compliance information.

. Responsible for conducting and developing departmental training

sessions.

. Developed metrics to measure performance and time on key day-to-day

Operational procedures.

. Acted as liaison between in-house and outside clients.

. Developed functional and technical Use Cases and one liner's for QA

testing, as well as participate in beta testing.

. Conducted research, best practices, benchmarking, and analysis to

determine most efficient way to scale up operations.

. Created and validated test conditions and scripts to ensure that all

assigned functionality is tested adequately.

. Developed test conditions by reviewing the corresponding Use Cases,

Technical/Functional Business Requirements, User Interface

Specifications, and other related documentation and extracting

appropriate test scenarios.[pic]

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