Project Manager Customer Service

* * ** * * i n g t o n T e r r a c e

East Orange, New Jersey 07017

S uzette A. Graham Home: 973-***-****

Mobile: 973-***-****

E - M a i l : S u z e t t e . G r a h a m @ ya h o o . c o m

P ROFESSIONAL P ROFILE

Project management professional with nine years of significant human resources outsourcing, benefits

consulting, and healthcare experience. Detail-oriented, analytical thinker, able to oversee all phases of open

enrollment and implementations, including plan design, testing, documentation, training and ongoing

administration. Proven ability to work collaboratively with clients, internal management, and the project team

to interpret client needs and create solutions, standards and services that are geared towards improving

productivity and efficiency and align with the company’s strategic goals.

A REAS OF E XPERTISE

Benefits Administration Contractor negotiation/approval

Client Relations Program Design & Development

Project Leadership Documentation Review/Approval

Staff Training & Development Process Improvement/Reengineering

Budget Management Issue Resolution

P ROFESSIONAL E XPERIENCE

I.D Systems Inc, Hackensack, New Jersey 2008– 2009

Project Manager – (2008- 2009)

Manage the implementation and maintenance of products and services for advanced wireless solutions for

monitoring and securing high-value enterprise assets, such as industrial vehicles and airport equipment.

Coordinated and lead the project team and customers, which include many Fortune 500 corporations and major

government agencies to achieve the successful on time installation of Wireless Fleet Management Systems.

Provided detailed data analysis and support to address the needs of organizations to control, track, and analyze

their asset and derive tangible economic benefits through increased safety, security, productivity and

operational efficiency.

Affiliated Computer Services, Totowa, New Jersey 2001– 2008

(Formerly Mellon HR Solutions formed after a merger with the Consulting division of PricewaterhouseCoopers)

Project Manager – Benefits/Implementation (2002- 2008)

Managed multiple Defined Benefits, Health & Welfare and change work projects of Fortune 500 Companies

through the project lifecycle, including design, development and launch. Planned and directed schedules as

well as project budgets. Monitored program/projects from initiation through delivery, interfacing with cross

functional and department personnel. Organized project activities that required interdepartmental meetings and

communication; ensured completion of the program/project on schedule and within budget constraints.

Assigned and monitored work of technical personnel, such as systems analysts and programmers; provided

support and interpretation of instructions/objectives. Directed the activities of project support staff and sub-

contractors and ensured that appropriate resources were allocated and maintained to facilitate the successful

completion of the project. Experienced in coordinating, negotiating and motivating outside vendors and off-

shore resources in support of timeline and project deliverables. Ensured the ongoing process/system capability

associated with projects and managed any changes required to meet or exceed the expectations established in

project designs.

Developed an Implementation Methodology and the associated training utilized by the entire Human

Resource Outsourcing Implementation Division, to streamline implementations throughout the organization.

Coordinated ACS offshore global initiative project to ensure smooth transition of service orientated

processes; Developed documentation and training standards; Conducted gap analysis and strategy for

technology connectivity and Software integration, impacting 20 major clients and over 30 processes.

S uzette Graham

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P ROFESSIONAL E XPERIENCE - C ONTINUED

Presented detailed project summaries to Project Management Office, senior- level management and conducted

post-implementation analyses to determine areas for program improvement and ensure a successful reference

status with client and vendors

Assistant Client Manager (2000-2001)

Worked collaboratively with internal and external clients to successfully audit, manage, and maintain all billable

client projects and identified opportunities for new business based on analysis of client contract and scope

document. Tracked and monitored the timely and successful completion of all active client projects. Identified

opportunities for process improvements in billing, financial and reporting structure, which supported the

initiatives, focused on increasing the organization’s return on investment (ROI). Provided feedback to Project

Office to promote efficiency and accuracy in the client project database. Compiled business requirements in the

development of a companywide Change Management System; enhanced productivity by streamlining processes

and improving on information retrieval and reporting.

Procedure Quality Coach (1999-2000)

Supported the business needs of two teams servicing 23 clients with a combination of Pension, 401K and Health

& Welfare disciplines. Mentored assigned client teams, provided developmental feedback to assist in professional

growth. Performed formal weekly feedback sessions to 17 team members regarding interaction with plan

participants to ensure World Class Customer Service standards were exceeded. Provided significant input

regarding work processes and their refinement. Standardized client communications templates and business

process flows to enhance productivity and consistency throughout clients.

Horizon Blue Cross/Blue Shield of New Jersey, Newark, New Jersey 1995-1999

Training Consultant (1998-1999)

Reviewed existing training and procedural documentation used in the managed care division and assessed for

accuracy and clarity of content. Served as an expert on managed care subject matter; provided input on managed

care policies, plan design changes and processes; added depth to current and proposed training curricula.

Participated on the User Workgroup for the managed care claims processing system; served as a liaison between

the training organization and other functional areas. Assisted in creation and delivery of instructional materials for

regulatory changes and proposed training classes. Facilitated a process improvement workgroup created to

address high-frequency claims processing errors to improve the division’s quarterly performance scores.

Training Instructor (1996-1998)

Provided performance-based training programs to on-site and remote employees and vendors. Conducted course pilots

and recommended revisions. Assisted in evaluating overall program effectiveness. Developed customer service training

module, which became a mandatory course for all employees interacting with customers.

Member Services Coordinator (1995-1996)

Educated subscribers in the proper utilization of health benefits. Generated daily reports on team inventories and

recommended improvement plans to reduce counts. Assisted Team Leader in identifying weaknesses in the team’s

technical proficiency or product knowledge; Created and conducted customized training programs to address these areas.

P ROFESSIONAL D EVELOPMENT

Education: Bachelor of Science, Business Administration: Montclair State University (1996)

Certification in Project Management (PMP): Project Management Institute (In Progress)

Affiliations: Member: Project Management Institute (PMI), North Jersey Chapter (2006-Present)

Technology: Proficiency in MS Project, MS Office Suite (Word, Excel, PowerPoint, Access, and Outlook),

Visio, Share Point, Knowledge Source

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