Project Manager Management

PO BOX **** • LAKE SHERWOOD, MO *****

PHONE 636-***-**** • CELL 314-***-**** • E-MAIL *********@*****.***

ANNE MURRY

COMPUTER SOFTWARE PROFICIENCIES

General Skills: Microsoft Office Suite expert level skills and VBA automation training

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Call Center Technology: Administrator and user skills: Avaya CMS up to version 13.0 (SA), Aspect eWorkforce

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Management System, Emvolve Performance Management System (SA), Symon Wallboards and Deskview (SA)

Analytics Technology: SQL Server, Oracle SQL, Toad, SQL Enterprise Server

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Post-Graduate Classes: Unix, Data Communications, SQL, Visual Basic 1 & 2; 4.0 GPA achieved in these classes

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Corporate Training: Avaya University: CMS Administration, Report Designer, ODBC Reporting

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WORK EXPERIENCE

APS HEALTHCARE, INC., St. Louis, MO 2008 – 2009

Report Analyst III

• Review, audit and revise code and documentation, optimize processes

• Data review and analysis on SQL server providing information to internal and external customers

• Produce, manage and maintain historical call center reporting

• Produce biweekly call center reports for Missouri State legislature

• Produce detailed lists for informational mailings and annual surveys of members, including developing statistically

valid samples for surveys

• Coordinate and facilitate relationship with customers while managing multiple requests for similar data

• Provide subject matter expert knowledge to workforce management groups and develop tools for monitoring staff

RENAISSANCE ST. LOUIS, INC., St. Charles, MO 2003 – Present (Volunteer Position)

Merchant Coordinator June 2008-Present

• Manage committee of volunteers that assists with all merchant issues, including jury process, on site issues, etc.

• Maintain records on all merchants associated with Renaissance St. Louis, Inc., past and present

• Actively recruit new merchants

• Manage year round communication with merchants regarding structures, products, fees, policies and procedures

• Provide primary point of contact for all merchants, new and returning, with Renaissance St. Louis, Inc.

• Manage jury process for items to be sold by all the merchants during the 2 annual multi-weekend events

• Review and revise policies and procedures as needed

• Manage building processes, site locations, maintenance compliance, safety compliance and other requirements by

the city, county, state and other governing entities

• Create and sign all necessary documentation with merchants, including applications, contracts, safety agreements,

etc.

• Monitor merchants for contract compliance

• Engage in dispute resolution between merchants and/or between merchants and faire management

• Act as advocate for merchant population with faire management and board of directors

• Collect and track fees and percentages paid by merchants to the faire

• Inspect merchant locations and structures for safety and cleanliness before and after the event

CITIGROUP INC. 1993 – 2008

AWARDS

Citigroup Outstanding Women Leader in the Workplace

Project Manager – National MIS 2006-2008

• Represent National MIS department on interdepartmental project teams

• Actively manage project request coming in to the National MIS department. Providing tools for evaluation, scoping,

maintaining and managing project list and providing feedback to requestors

• Provide training on NMIS products to customers.

• Manage large departmental integrations with new clients

• Develop project teams and manage large workforce management projects

Workforce/Senior MIS Analyst 2002 – 2006

Promoted to Senior MIS Analyst role in 2004

• Develop and automate MIS reporting for the workforce management team supporting Customer Service. Currently

supporting over 800 agents in 7 locations, both domestic and international.

• Provide system administration support for Emvolve (a performance management software) and Symon wall boards,

utilizing SQL and ODBC connectivity.

• Provide ad hoc reporting, analysis and trending through SQL queries and data mining techniques.

• Provide support, analysis and call trending for scheduling group, capacity planning group

• Implemented web presence for Workforce management on the internal corporate web, including reference

documents for customers, internal departmental information, vacation calendars, daily MIS reporting for all

businesses supported and contact listings. Maintained and coordinated ongoing developments on web site.

• Coordinate changes and enhancements to MIS and data gathering techniques

• Facilitated MIS changes through multiple corporate acquisitions.

• Departmental audit functions to ensure compliance with corporate policies and requirements.

Founding steering committee member of the Citigroup Women’s Network – St. Louis. Served as network secretary

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and co-chair. Additionally support the Communications, Membership and Events committee. Co-led the

communications, membership and events committee for the first year of the networks operations.

MIS Analyst 1998-2002

• Support five units within the Global Risk Operations and Vendor Relations department of CitiCards, including

Bankruptcy, Probate, Agency Management, Legal and Mail Services with MIS covering production and financial

recoveries.

• Maintain departmental staff and FTE statistics on a monthly basis, including updating capacity planning

• Financial collections reporting to finance department and upper management

• Compile, analyze, evaluate, and report financial risk data to upper management

• Departmental audit functions to ensure compliance with corporate policies and requirements.

Project work

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Collector 1995-1998

• Met monthly collection goals via inbound and outbound telephone service

• Collected, analyzed, and reviewed all available customer information

• Educated customers on status of account

Facilitated appropriate payment strategies

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Underwriting Support Processor, 1993-1995

• Front-end processing on incoming loans

• After underwriting, prepared file for closing, requested more information or returned file to customer

• Communicated with customers to resolve their concerns regarding pending files

• Maintained HMDA error reporting, departmental MIS reporting and other duties as needed

EDUCATION

University of Missouri Columbia, MO

• Bachelor of Science in Personal Financial Management Services

• Minor in Spanish

VOLUNTEER EXPERIENCE

• Member of ESA, a women's service and leadership organization supporting various organizations including St.

Jude’s Children’s Research Hospital, Easter Seals, Missouri Food Pantries, Missouri Girls Town, Nurses for

Newborns and many others. Have held numerous positions at the local, city and state level including 2007-2008

past president of the Gateway InterCity Council. Currently serving as awards chairman at the local chapter level and

philanthropic chair for the state wide organization.

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