Project Manager Customer Service

Melina Kline

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

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

City: Aurora

State: IL

Zip: 60502

Country: USA

Phone: 630-***-****

Skill Level: Management

Salary Range: $140,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MELINA L. KLINE - Program/Project Manager - PMP, MBA

*********@********.*** 312-***-**** (Cell)

PROFILE

An experienced, results-oriented, end-to-end program/project manager with cross-industry experience in billion dollar organizations. A leader that balances the needs of the customers, stakeholders, team members, and community. Successfully implements technologies that provide a competitive advantage. Possesses the ability to accomplish objectives in a dynamic, high-intensity environment. Core competencies include:

* New Product and Release Launches

* Team Dynamics and Leadership

* Project Management Office (PMO) Start Up

* Change Management

* Process Development

* Global Implementations

* Standard PM Methodologies

* Governance Best Practices

EXPERIENCE

IT LEAD PROGRAM/PROJECT MANAGER, NAVISTAR, Warrenville, IL 2008-Present

Manage highly visible, critical strategic programs and projects in the areas of military/defense, joint ventures and acquisitions, IT, and PMO initiatives.

* Leading the IT Picture of Success Program, comprised of 12 strategic and tactical projects that will provide improved value for IT across the enterprise. Creating a culture of success for the project management team by implementing a project infrastructure that supports best practices. Established an executive steering committee, providing key metrics, risks/mitigation plans, and decision checkpoints.

* Initiated the IT systems planning for an acquisition program. Served as the key liaison between IT and business teams. Worked closely with leadership from Navistar and the newly acquired business to ensure all needs were met. Identified over $800K in system cost savings.

* Completed three regulatory program initiatives on-time and within budget for the Defense business unit that prevented the potential revenue loss of $2B.

* Implemented the Planview Portfolio Management product giving IT a greater ability to track and manage product enhancements.

* Brought in to lead the stabilization efforts for a troubled project, turning it around within 2 months, providing our customers with the tools needed to run their businesses.

* Partnered with the Enterprise PMO and launched Navistar`s IT PMO. Established a governance board, created a PM methodology, standard templates and laid the foundation that supports the Planview tool.

RELEASE PROJECT MANAGER, ALCATEL-LUCENT, Naperville, IL 2000-2008

Led end-to-end project and program activities for new multimedia messaging releases and new technology introductions for major customer accounts; led cross-functional teams, managed resources, supported customer facing activities, and reported results to senior management.

* Managed several releases and First Office Applications (FOA) that generated over $100M in revenue for the corporation.

* Worked with customer teams to improve FOA timing, increasing quarterly revenues by $5M.

* Implemented a standard product lifecycle planning tool for the business unit reducing front-end planning by 50%.

* Served as the Messaging business unit lead for the establishment of the PMO within the R&D organization.

PROJECT MANAGER, TELLABS, Lisle, IL 1999-2000

Managed the installation of the TITAN family of products for major customer accounts ensuring that the project life-cycle and deployment of Tellabs` systems were completed on time and met or exceeded the customers` requirements.

* Led the on-time installation and expansion of 20 Titan 532 and 5500 cross-connect systems through the planning, engineering, furnishing and installation phases.

* Managed the entire installation process for Sprint`s 190 feature package hardware/software upgrades and coordinated the installations by region which saved the company $200,000 in field engineering costs.

ALLTEL (formerly 360, Sprint, Centel), Chicago, IL 1989-1999

Held several positions in Engineering and Information Technology for the national cellular services provider. Built out the cellular network through real estate acquisitions, and new switch and tower installations. Managed teams that supported key customer service applications in the areas of long-term data storage, order entry, and credit monitoring.

TECHNOLOGY INTEGRATION MANAGER

Managed a staff of 16 employees that supported Computer Output to Laser Disk, Point of Sale, Creditwatch, and Behavioral Scoring projects. Developed strategic plans for the implementation of new systems and the enhancement of existing systems and interfaces.

* Developed an integrated system solution within Technology Integration, saving the company $2M.

* Managed four major systems accounting for 15% of the revenue earned or saved.

RECEIVABLES MANAGEMENT MANAGER

Managed a staff of six employees and ensured the appropriate accounts receivable systems and processes were in place to reduce bad debt and minimize account write-offs.

* Instituted a late fee policy generating approximately $1M in additional revenue annually.

* Implemented a secondary collection agency process, collecting $60,000 in lost revenue.

PROJECT ENGINEER

Designed and implemented capital projects in the cellular phone industry while managing several complex projects simultaneously. Established and maintained annual budgets in excess of $12M. Ensured cellular towers met FAA and FCC compliance regulations. Negotiated contracts and scopes of work with construction contractors and equipment suppliers.

* Constructed 4 stealth sites that generated $200,000 in revenue in their first month of service and reduced customer complaints.

* Saved $360,000 by choosing to optimize the Code Division Multiple Access sites in-house.

* Installed a new cellular switch that enhanced system performance and improved customer service by 30%.

TRAFFIC ENGINEER/DATA ANALYST

Monitored, collected, and analyzed statistical data from switch downloads. Ensured corporate data was stored and maintained accurately. Performed data analysis for new systems.

* Wrote and maintained SQL queries and designed in-house reports saving $75,000 annually.

* Developed high-level business models, facilitated requirements gathering sessions, managed work plans, and directed a $500,000 budget.

EDUCATION

M.B.A., Benedictine University

B.A., Management Information Systems, Illinois Institute of Technology

Certification, Project Management Professional

PROFESSIONAL DEVELOPMENT/TRAINING

* Advanced Project Management

* High Performance Teams

* Business Process Modeling Notation

* Corporate Mentor

* SDLC Methodologies

* Navistar President`s Award Nominee

* Deltek MPM & wInsight

* Organizational Behavior

* Strategic Planning

* Planview Trainer

* Microsoft Project, SharePoint and Office Suite

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