Customer Service Project Manager

Jill Brigandi

Email: *********@********.***

Address: **** * ***** **

City: Glendale

State: AZ

Zip: 85304

Country: USA

Phone: 602-***-****

Skill Level: Management

Salary Range: $110,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jill Brigandi *********@********.*** http://www.linkedin.com/in/jillbrigandi

Jill Brigandi

5804 W Aster Dr Glendale AZ 85304 602-***-****(cell) *********@********.***

PROFESSIONAL SUMMARY

Natural talent for driving results, meeting deadlines, developing high-quality project teams and motivating them to exemplary performance. Strong technology background with experience in several large scale software migrations. In depth work with change control and migration management. Extraordinary leadership skills with the proven ability to motivate others to results. Highly adept at detail level planning, communication, organization, problem solving, decision making, and conflict resolution with an eye for the strategic picture.

Areas of strength and special skills include:

Highly experienced managing large scale projects, system implementations and redesigns

Adept at employee communication, motivation, and one-on-one mentoring

Strong track-record of budgeting, planning and financial management and delivering results

Led full system migration in Phoenix, Indianapolis and Omaha, all were multi-year projects.

Highly skilled in technical and project management as well as customer service operations

Able to collaborate with supporting departments toward common goals

Highly task and deadline oriented

Sets bar high toward goal achievement, including attainment of financial goals, customer satisfaction, & staff development

CAREER HIGHLIGHTS

Director, Consumer Services and Support Gannett, Phoenix... (June 2008 September 2012)

Accomplishments:

Led IT and cross departmental teams in numerous large scale projects and software migrations.

Managed project to upgrade software and migrate system changes in both customer and financial systems necessary to charge sales tax to subscribers.

Managed and Directed cross departmental project team responsible for a new subscription model involving extensive changes to IVR and significant software migrations.

Directed team responsible for 2 Call Center moves, software, hardware and all elements of staffing.

Personally responsible for $2 million payroll and operational budget for my division.

Directed technology vision for department, prioritizing department and company-wide projects.

Trained all agents on technical troubleshooting model to transform call center into technical customer service.

o Direct departmental compliance on system level access to consumer and financial systems. Ensures safety of consumer information. Responsible for Circulation Sales Audit, Systems Audit and Call Center Audit

o Direct the 8 person Technology Team responsible for technical reporting, querying, list extracts, email blasts, consumer rate maintenance, and electronic equipment repair of the e-books used for distribution.

o Direct the Information Technology Development staff on all core systems changes. Sets development priority on application, web, telephony, and all system changes.

o Direct the Consumer Services and Support Division; 4 managers, 4 Call Center Supervisors, 1 workforce management supervisor, 1 trainer, 75 agent seats and 17 technical and data entry support specialists.

o Ensures outstanding Customer Service by meeting acceptable call center metrics for abandon calls, speed of answer, and all sales metrics required for supporting, maintaining, upselling and saving consumers.

o Prepares department budget and monitors activities to ensure the department operates within the budget.

Circulation Senior Technology Manager Gannett, The Arizona Republic. (2004 2008)

Accomplishments:

Led a series of software upgrades and application enhancements, including the replacement of obsolete draw projections and management systems, including hardware and software at 18 locations.

Managed project to outsource the Phoenix based local Call Center to a regional corporate center in Tulsa, Oklahoma. Implemented IVR and Client Server Application technology changes to support the move of the operation.

Managed project to overhaul the user security process for audit compliant procedures for administering user security.

Also implemented application and database changes to comply with SEC regulations for data storage of confidential information such as drivers license numbers, checking account information and credit card information.

o Direct the technology vision and strategy for the Circulation department, manage all computer systems, applications and hardware.

o Decision maker for all IT initiatives, system development, voice communications, integration, and data security.

o Manage 6 direct and 19 indirect professionals. Manage technology at 19 locations throughout the state with a $48 million operating / capital budget

IT Project Manager Gannett, The Arizona Republic... (2003 2004)

Accomplishments:

Based on IT cultural changes which occurred as a result of Sarbanes Oxley, implemented a Change Management program which included documentation on all system migrations and changes.

Spearheaded a project to evaluate, recommend and implement a vendor to deliver an electronic tear sheet solution for advertising proofs to support advertisers billing. Cost savings on labor, print and write offs was $2 million.

Facilitated a migration from a legacy payroll system to a corporate payroll system. Directed a team of corporate and local developers along with the user group to design, convert, test and implement the system.

Managed migration to a new library system for newsroom text and photo archives. Directed a team of corporate developers and customers in the newsroom and photo library through the conversion from the existing archive.

Facilitated projects in 6-8 diverse operational divisions.

IT Team Lead Gannett, The Arizona Republic (2000 2003)

Accomplishments:

Led a major system installation when Circ2000 was installed at the Omaha World Herald. Traveled extensively and managed an onsite team throughout the one year conversion, system acceptance testing, migration and support.

Implemented user acceptance testing procedures for all migrations. Formalized change control process for all software migrations.

Managed all departmental projects from design through implementation, prepared functional specification documents project charters, project plans, status reports.

Implemented regular communication with the department heads informing them statuses of projects, quality assurance testing, development, upcoming migrations of system changes and installations.

o Directed all system integration, development, testing, migrations, upgrades, and on-call support.

o Managed vendor relationships for the telephony systems for inbound and outbound call centers.

o Recommended strategies to implement business process improvements through automation solutions, maintaining cost-effective infrastructures.

o Managed 10 developers, application DBAs and analysts.

o Use of SQL and strong familiarity with relational databases using Sybase.

o SQR / Scribe reporting tools

Statistical Information Manager Gannett, The Arizona Republic (1995 to 2000)

Accomplishments:

Hired an outside consulting company to design, develop and implement a new Circulation system. Decision maker on functionality, conversion, implementation and infrastructure solutions throughout the 3 year project.

Led a major system installation when major multi-functional system was migrated to a new version.

Implemented system at the Indianapolis Star included conversion programming, system acceptance testing, system migration and ensuing support phase of the implementation.

Managed a staff of 18 direct reports responsible for system reporting and system administration.

o Directed two key departmental areas; the departments Technology Division and the Financial Planning and Analysis.

o Managed the day-to-day operations of financial analysis, statistical information on aspects of the operation.

o Direct accountability for the annual operating plan, financial analysis, payables/receivables, closing/reporting activities. Responsible for budgeting FTE, sales, capital, operating expenses, revenue, discounts and bad debt.

EARLY POITIONS THE ARIZONA REPUBLIC (GANNETT):

Draw Center Assistant Manager(1988 - 1995)

Operations Clerk (1984 - 1988)

Customer Service Representative (1982 1984)

OTHER PROFESSIONAL EXPERIENCE

Owner - Planet Beach Tanning Salon Glendale.. (May 2003 to July 2005)

Purchased the rights to open three franchised Planet Beach tanning salons. Created business and financial plans required for funding. Salon was always ranked #1 in gross sales for the franchises in Arizona and ranked 16th in the nation. Sold the salon for a 300% ROI.

EDUCATION & PROFESSIONAL TRAINING

Associate of Arts degree, Phoenix College, Phoenix, Arizona (1991)

Arizona Technical Institute (Miller Institute) Computer Programming (1982)

Zenger Folkman The Extraordinary Leader 360 review and Leadership Training

Member, PMI, Project Management Institute

Project Management Professional (PMP Certification # 1552348)

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