Project Manager Customer Service

Sue Kim

**** ******* ****** ************, ** ****7 267-***-****

E-mail: *******@*******.***

PROFESSIONAL PROFILE

Results-driven and ambitious IT Professional with a comprehensive understanding of systems

development life cycle (SDLC), while specialized in project management and business analysis.

Excels at analyzing complex situations, creating new insights to improve business processes, and

maximize use of technology. Successfully draw diverse teams to resolve problems and carefully

address to clients’ needs.

WORK EXPERIENCE

MEI – West Chester, PA

Quality Data Analyst

October 2008 – February 2009

Provided support for internal systems by gathering and consolidating monthly data. Interpreted

and developed monthly and annual metrics, to define questionable warranty payments and out-of-

box equipments. Analyzed trends in data and provided equipment failure rate reports. Formulated

variety of information systems, including large and complex data; analyze data structure, using

and creating data layouts, transforming raw data into finished products.

Demonstrated appropriate methodologies for collecting, analyzing, and presenting data

products.

Delivered data products in report and presentation format to senior executives.

Analyzed data and create complex reports that include the development of professional-level

graphs and charts.

Created new procedures and prepared first developmental training manual.

Compiled and disseminated data in formats appropriate to various users, and made

recommendations to perform follow up of problems.

Designed useful and insightful information from a variety of data sources.

High level of personal integrity with a great attention to detail.

TD Bank (formerly Commerce Bank) – Mt Laurel, NJ

Retail Service Support Representative

August 2008 – October 2008

Addressed incoming calls from branch employees and other employees of the bank in accordance

with standards and guidelines set by the department. Assisted and provided in processing

employee’s requests and resolved problems promptly.

Completed each employee’s request thoroughly and completely with average time of 120

seconds or lower.

Successfully answered 26 calls per hour or greater within 2 months of start date.

Provided excellent customer service in completion to transactions efficiently and in a friendly

and professional manner.

Identified fraudulent activity to prevent potential losses to the Bank.

Addressed employees’ questions and concerns and referred to appropriate internal resources

for resolution to achieve highest satisfaction.

GMAC Rescap (formerly GMAC Mortgage) – Fort Washington, PA

Business System Analyst

May 2006 – November 2007

Simultaneously managed two engaging investment departments. Executed monthly maintenances,

such as managed and coordinated the flow of projects. Projects included maximizing company’s

investment, client’s demands, and IT maintenance.

Improved business dynamics by 80% through initiating weekly conferences with managers

and internal clients.

Prioritized outstanding defects and system problems while ensuring accuracy and deadlines.

Participated and assisted with various teams in executing and validating system

reengineering.

Expedited project(s) work flow in less than a day by eliminating unnecessary procedures to

meet markets volatility.

Successfully implemented multiple IT projects ranging from $10k to $100k, provide the

technology knowledge and vision to support the company’s business objectives.

Reduced internal and external clients’ complaints by training and supporting vendors’

application as well as documenting instruction manual.

Effectively reduce cost by eliminating IT resources through collaboration with cross-

functional team’s implementation.

Capmark Financial, Inc. (formerly GMAC Commercial Mortgage) – Horsham, PA

Business Analyst Intern

November 2005 – May 2006

Supported Project Managers to review meeting materials and ensured all action items are

completed. Identify the appropriate solutions through careful planning, as well as ongoing

professional management and monitoring projects.

Demonstrated the ability to maintained project documentation, system data, and report tools.

Formulated Project Manager’s emails by creating and organizing in excel spreadsheet.

Recognized by manager and staff for professionalism by being productive and completing

every assigned project.

Perform general office duties by organizing and filing invoices.

Montgomery County-Norristown Public Library – Norristown, PA

Intern

February – September 2005

Participated in architectural project to enhance and promote five community libraries, through

compilation and analysis of blueprints, dimension, illumination, and furniture assets.

Successfully completed the project within six months by instructed team members to meet the

time sensitive schedule.

Improved blueprints visualization quality through converting furniture and collections

placement documents into Visio format.

Presented and demonstrated the architectural plans of the facilities to Executive Director for

future renovation.

PJM Interconnection, LLC – Norristown, PA

Intern

March – August 2003

Perform operations simultaneously in two departments: Procurement & Contract and Facilities.

Centralized all information and process to develop an Access database to provide services for

contractors.

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Successfully constructed and improved search ability on blueprints by creating queries and

forms.

Facilitated to manager on adjustment and updated engineering database.

Increased teams’ productivity by filing, organizing, managing, and updating database on

vendors’ contracts.

EDUCATION

The Pennsylvania State University, Abington, PA

Major: Bachelor of Science in Information Science and Technology

Minor: Business

Dean’s List: Fall 2004

Graduated in May 2006

COMPUTER SKILLS

Operating Systems Applications Programming

Windows 98, 2000, XP, & Microsoft Office® Suite HTML/XHTML

SQL using Oracle

Vista (Word, Excel, Access,

Coldfusion

Visio, Project, Sharepoint,

CSS

Outlook, & PowerPoint)

Macromedia

(Dreamweaver, Fireworks,

& some Flash)

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