Project Manager Customer Service
Resume:
Elizabeth Bradford Birkby, PMP
* **** **** *****, ********* CT
**********@*****.***
Dynamic management professional with extensive experience working with large global organizations.
Strong program and project management experience across a wide range of industries. Demonstrated ability
to take resources and tasks and arrange them for maximum productivity and to stimulate personal and
group excellence.
SUMMARY
Certified Project Manager (PMP) with experience in all areas of the PMBOK. Extensive experience
managing both large and small projects, both global and local. Highly proficient with MS Project.
Responsibilities have included project monitoring and status reporting against budget, schedule and
quality. Responsible for managing change against baseline plans and assessing the cost/benefit for
changes proposed. Experience negotiating change requests with stakeholders.
Strong mentoring, coaching, facilitation and communication skills.
Demonstrated skills in developing strong customer relationships, problem resolution, project planning,
resource management and change management.
PROFESSIONAL EXPERIENCE
THE HARTFORD INSURANCE GROUP 2007-present
Senior Project Manager, Hartford Technology Services Company
Business Project Manager for a strategic global business process sourcing project with an invest budget
of 2M, overall budget of 11M and risk adjusted IRR of 25%
Built business project management for a program of Business Process Management projects
implemented on the PEGA Systems platform at the Hartford Insurance Co in various Property and
Casualty departments ranging in budget from $500,000 to $3.8M, impacting hundreds of employees
across various sites
Responsible for communication and metrics reporting to all levels of the organization
Ensured alignment of individual project plans with program goals and benefits
Developed Cost Benefit Analyses
Managed and resolved business issues and risks
Led team in a start-up BPM shared services organization on the implementation and refinement of
successful BPM methodology, alignment of roles with IT, collaboration with key business resources
PFIZER, INC 2001-2007
Associate Director, Worldwide Technology Engineering Service Management 2005-2007
Line Manager for Service Management. Managed a team of 12 service engagement managers and
coordinators for shared IT engineering services and training to an aggregate $6.4M budget delivering
services to over 150 simultaneous projects on time and on budget, receiving a Pfizer Individual
Achievement Award for turning a difficult team into a successful one.
Develop a service management function for shared services group using ITIL (Information Technology
Infrastructure Library) and MOF (Microsoft Operations Framework) practices to improving consistency,
efficiency and productivity for the provision of shared services against the IT portfolio. Built partnerships
with the leaders of Change, Configuration, and Resource Management resulting in a coordinated
implementation of ITIL.
Facilitated the management of Worldwide Technology Engineering (WTE) engagements across R&D IT
portfolio; maintained and promoted WTE’s Service Catalog and budget estimation processes tailored to
customer needs allowing for better cost management. Built up the use of WTE service engagements
with Manufacturing and other corporate business IT groups, ensuring successful and cost-effective
implementation of the shared service model to their IT groups. Developed SOWs for service
engagements to clarify expectations and cost models, ensuring higher quality deliverables.
Acted as an advocate and point of escalation for WTE service customers and service providers across
stakeholder organizations to insure quality and timely services aligned with business needs.
Associate Director, Global Informatics Learning 2003-2005
Established Global IT Training program for the Research and Development division. Set strategy to
reduce IT training efforts and defined organizational goals and objectives. Built strong team of diverse
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and geographically separated individuals working in a matrix-management environment. Established
and implemented consistent offerings and processes across sites and zones with flexible implementation
to fit site needs.
Developed global vendor agreements to align efforts across business groups, reduce spending, and
provide access to consistent training for US and UK employees. Led the development of IT training tools
and templates to reduce planning and development time for application end-user and support training.
Built solid relationships, particularly with Worldwide Development (WWD) and Learning and
Organizational Development (LOD), and represented Pfizer Global Research and Development
informatics (PGRDi) in cross-divisional training activities and teams, increasing alignment across business
units and divisions and allowing for collaboration resulting in reduced costs. Represented Research and
Development in a company-wide initiative to reduce costs and consolidate end-user services. Team
identified $1.5M in IT and Help Desk savings through training, self service applications, and training
consolidation.
Program and Project Manager 2001-2003
Managed global test effort of a $22.3M integrated facilities and corporate real estate management
system intended to manage 188 buildings with 12 million square feet and the 100,000 GxP and non-GxP
assets at those sites with an estimated 3.5 year payback in hard dollars. Developed and directed a team
with 12 members in five locations to create and execute testing protocols for over 340 use case
scenarios. Developed test strategy and approach and led test team in IQ, OQ, and PQ to support the
pharmaceutical validation effort of the system including 21 CFR Part 11 compliance resulting in a the
successful passing of an FDA audit two years later.
Managed multiple projects for the development and deployment of global and local client server and
web-based applications including RMI (resource tracking), P2L (learning management system), and EFS
(electronic patent filing). Directed project managers, technical leads, business analysts and developers
both on and off-shore to insure quality system development and deployments on time and on budget.
Client Relationship Manager 2001-2003
Developed understanding of client business processes in a variety of business lines including Human
Resources, Patents, Strategic Management, Licensing, and Strategic Alliances. Provided strategic
technology/business process recommendations resulting in improved business performance. Acted as
local IT liaison for the implementation of global business applications. Represented local client needs to
global IT organization to shape global IT strategy, insuring that local needs were addressed in global
implementations.
Acted as Global IT liaison for validated learning management system. Played key role in both local and
world wide advisory council setting both strategy and system operation policies and standards resulting
in a single repository and management system to support training compliance and regulatory
requirements. Coordinated process redesign effort for change management and system support.
ANACON, INC 1996-2001
Project Manager
Led a technical team of five developer/analysts and co-led a project team of 25 business and technical
resources as a member of the Customer Service and Billing Project leadership team responsible for the
conversion of a legacy billing and collection system and successful roll-out to 2.1 million residential and
commercial customers for a utility company with revenues of approximately $5.6B; Managed the
development and implementation of the Credit and Collections Recovery Management System with
integrated dialer designed to significantly decrease customer delinquency and write-offs.
Responsible for managing a $4.3 million budget, including resource management and project planning
resulting in the successful development and delivery of the collection system and its interfaces on-time
and on-budget. Provided weekly status reports to senior IT and business management resulting in early
identification of issues, and on-time on-budget delivery.
Architected conversion strategy and directed new interface development between Collection system and
new Oracle-based Customer Service and Billing system resulting in the successful conversion and of
customer records and retirement of legacy system; Managed design and development of system
modifications to incorporate gas utility functionality into the system as a result of corporate merger.
Test Manager
Led concurrent testing effort of 10 testers for four customer service-related client server systems
development projects (new bill design implementation, data warehouse and reporting for marketing
Elizabeth Birkby, PMP Page 2 of 3 **********@*****.***
information, field service hand-held devices, and collection and recovery management system) resulting
in quality system delivery.
Training Manager
Led training design and development effort for a new client-server time entry system to be implemented
company-wide. Instructed over 200 administrators in new system resulting in more timely and accurate
information for executive resource management and planning. Gathered training requirements and
worked closely with representatives of four different business lines. Developed and executed work plans,
including schedule and resource planning for training development and delivery on-time and on-budget.
COMPUTER TRAINING AND SUPPORT CORPORATION (CTSC) 1993-1996
Training and Project Management Consultant
Member of Project Management team for a $16M global client server project to support and track
material movement and leverage EDI transactions for a major automotive company. Responsible for
project planning, project staffing, allocation of resources, and task management in a dynamic
environment ensuring an on-time, on-budget delivery. Worked closely with other cross-functional leaders
to ensure the success of the project. Brought unique skills to the team as a project management–
trained team leader. Acted as the technical liaison between the training development group and the
system development group playing a key role in change management to ensure quality deliverables
within project goals and budget. Worked closely with the PMO to use strong PM practices on the
project. Performed Critical Path Analysis and management.
Managed teams of five to eight instructional designers, training developers, and editors to complete
comprehensive training and document development projects for mainframe and client-server computer
applications for global delivery in multiple languages in the automotive industry. Responsible for Client
management, project planning and execution of project budgets and program strategy exceeding fixed
price project profit margin goals of 40% while attaining high levels of customer satisfaction on various
projects for other automotive customers.
Developed trainer certification program and delivered training to the end-user community.
Developed project proposals and worked with account representatives to successfully close follow-on
and new business. Managed the projects on time and on budget.
IBM CORPORATION 1983-1993
Account Systems Engineer
Provided professional consulting services to a large customer base in a variety of industries for IBM in
the Detroit area. Projects included needs assessment and implementations for leading edge technology
solutions including image processing and publishing systems. Performed process re-engineering
activities, proposal development, solutions architecture, capacity planning and other customer and
marketing support activities.
EDUCATION
University of Michigan; Bachelor of Science, Statistics - 1983
Elizabeth Birkby, PMP Page 3 of 3 **********@*****.***
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