Project Manager Management

vanessa nnaji

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

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

City: Plano

State: TX

Zip: 75023

Country: USA

Phone: 972-***-****

Skill Level: Management

Salary Range: $125,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

VANESSA B. NNAJI, PMP

214-***-**** (CELL) 972-***-**** (HOME)

*********@********.***

WWW.LINKEDIN.COM/IN/VANESSANNAJI

PROFESSIONAL PROFILE

Strategic, results-driven program and project management professional with 15+ years of success delivering results encompassing cost reduction and control, process improvements, resource optimization, and technology solutions across various industries including communications, financial services, outsourcing and retail. Proven ability to interact effectively within a highly-matrixed environment. Success leading large projects; delivering on time, within budget, meeting customer expectations, and portfolio value.

AREAS OF EXPERTISE

Project Management Program Management Operations Management Cost Containment

Communication Management Quality Management

Problem Management Technology Optimization Budget & Forecasting Strategic Planning & Analysis Team Leadership Process Optimization

Vendor Management System Development Life Cycle

Relationship Management Integration Management Deployment Management Vendor Management

Resource Optimization Risk Management & Mitigation

EDUCATION & CERTIFICATIONS

Bachelor of Science Degree - Portland State University, Portland Oregon

Certificate in Women's Leadership Studies - Southern Methodist University, Dallas Texas

Project Manager Professional (PMP) - Project Management Institute, Newtown Square, Pennsylvania

PROFESSIONAL EXPERIENCE

Hewlett-Packard Plano, Texas August 2007 - October 2012

Service Delivery Manager / Capability Manager/Production Support Manager

Global Leader, direct and manage Knowledge Management and Customer Satisfaction services to cross-industry global clients. Manage relationships, transformations, add-on business, P&L, developed capabilities roadmaps and releases, and managed the development and deployment of enhancements.

-Reduced cost of delivery, through decommissioning of under-utilized servers and moving to virtual infrastructure. Enabling the Knowledge Management Capability to reduce monthly user subscription rate by $5. Representing $1.35M reduction in the cost of delivery over a 3 year period.

-Increased user base from 5,000 to 7,500 representing 50% growth.

-Drove 107% growth in accounts using eSurvey/eCC, boosting from 97 to 195.

-Cross trained resources to support both Knowledge Management and eSurvey. Resulting in increased productivity and reduced idle time. Contingent labor expense was reduced by 14% representing $180k saving over a 3 year period.

Electronic Data Systems (acquired by Hewlett Packard) - Plano Texas January 2003 to July 2007

Project Manager/ Business Planning Consultant

Directed, and/or participated in a variety of people, process and technology improvements projects driving operational efficiency, effectiveness, and consistency across contact centers operated globally by EDS on behalf of its clients.

-Managed the design and implementation a CRM desktop application solution. Resulting increased agent productivity on the average of 6%.

-Managed the development and implementation of the Knowledge Management application for the Global Command Center service delivery model for the BPO Multi-Vendor Management offering.

-Supported the design and deployed the service delivery architecture for the BPO HRO Offering.

VarTec Communications (subsidiary of Excel communications) - Dallas Texas 2002 to 2003

Director, Billing and Planning Support

-Business Sponsor for strategic billing program to consolidate all billing platforms to a single billing platform. Projected of $28M savings in five years. Successfully completed project on schedule and within budget.

Excel Communications Dallas Texas 1996- 2002

Director, Billing Program & Project Management (2000 to 2002)

-Program Manager for all Billing Projects. Responsible for delivering projects on schedule, within budget and customer expectations.

-Facilitated weekly status meetings with Senior Management and stakeholders. Conducted post implementation reviews and compared goals and objectives to actual results.

Director, Y2K Strategic Initiatives (1999 to 2000)

- Program Manager responsible for the integration of the legacy Operating Support Systems including customer care, case management, credit and collections, accounting, and commission with Kenan Arbor/Billing System.

-Coordinated requirements gathering, gap analysis, functional requirements, design review, and change requests. Managed all phases of testing. Executed the change management plan for all agents and support resources.

Senior Project Manager, TeleServices Operations (1997 to 1998)

-Led the deployment of the Vantive Customer Care and HP CTI CCM across four call centers comprised of 2,400 seats.

-Project managed the implementation of the Brock Contact Management and Davox predicative dialer to 200+ seats across two call centers. Delivered on schedule and within budget.

-Reduced the cost of project delivery by $4.0M dollars by identifying and staffing the project with high potential employees and reducing the number of external consultants.

Manager, TeleServices National Operations (1996 to 1997)

Program Manager for all processes, procedures and standards.

-Developed, deployed and maintained for the National TeleServices Operations Organization

-Project Leader for the enterprise cross-functional team through the relocations of TeleServices from six sites to one 800-seat call-center within just 60 days of joining Excel Communications.

-Managed the site selection and startup of a 400-seat call center.

JC Penney's Business Services (now known as Alliance Data) March 1990 - April 1996

Project Manager

Managed projects with the following scope new business start-ups; system and data conversions; contact center systems enhancements and process optimization

-Subject Matter Expert between IT and end users. Responsible for gathering and receiving sign-off on business requirements; and design approval for the following applications and systems; Accounts Receivable, Authorizations, Billing, Collections, Customer Care, New Accounts;, and Remittance Processing

-Provide operational, business and technical support to Controllers, Credit Centers, National Account Managers, Production Support Teams, System Engineers and Technical Development

-Development and review of Credit Centers goals, budget and monthly operational reports

-Evaluate call center technologies and submit recommends for approval to Senior Management.

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