Project Manager Customer Service

Colleen Murphy

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

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

City: Bear

State: DE

Zip: 19701

Country: USA

Phone: 302-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Colleen A. Murphy

630 Belgian Dr Bear, DE 19701 302-***-**** ****@*******.***

Education:

2004, University of Delaware Newark, Delaware

MBA, Masters of Business Administration

1992, State University of New York at Oswego Oswego, New York

B.A., Communications / B.A., Fine Art

1989, The Walt Disney World Company Orlando, Florida

Internship: Managerial Philosophies, Best Practices

Experience:

Bank of America Newark, Delaware

11/2011 Present * Operations Team Manager

Co-managed unit of thirty-eight associates within Document Fulfillment Services with nineteen direct reports

Responsible for oversight of printing, inserting and dispatching of documents for internal and external deposits, commercial, credit card and Merrill Lynch clients equaling 23.3 MM mailed package volumes per month

Successfully inspired overtime associates to break print record of 2MM in a shift

Recruited to start new Return Mail department to Newark, Delaware by moving site from Phoenix, Arizona

In only 2 months, hired, trained, acquired accesses, ordered equipment, worked with contractors to open new site

Successfully opened new high-security site dealing with up to 8K live credit and debit cards daily, along with various other non-public information mail returned from Bank involving multiple procedures to process work

Effectively reduced staff in half with slight decrease of 1MM mail pieces per month volume from previous site

Coordinated with Process Designer and Governance to revise procedures, process flows and identify security risks

Recognition: 3 Silver and 2 Bronze Awards for going above and beyond expectations / multiple recognition cards

Global Technical Talent, Inc. Mt. Laurel, New Jersey

10/2010 7/2011 * Project Control Officer for TD Bank

Supervised financials (including billing, invoices and forecasting) for multi-million dollar project

Maintained financial control books and databases in both the US and Canada

Assisted in coordination of project deliverables with cross-border Technical Project Manager

Home Health Care Assistant Wilmington, Delaware

06/2010 10/2010 * Home Health Care Assistant

Maintained household for elderly relative dying of cancer

Assisted nurses and aides in care and medication administration

Kept detailed journal to serve as an official record or transcript of daily program

Barclays Wilmington, Delaware

06/2007 3/2010 * Technology Project Support Office Lead for Barclaycard US

Managed day-to-day Project Support Office (PSO) responsibilities for Technology which include department-wide communications, project initiation and estimation, planning and scheduling, prioritization, tracking and reporting

Facilitated 5 weekly meetings with area managers and senior management to conduct various functions of the PSO

Originated, initiated and implemented PSO policies and procedures for ever-changing processes

Facilitated and supervised complete data transfer of entire Project Tracking Database while maintaining information integrity

Helped architect and design new process, database, data entry tool and MicroStrategy reports to support new process and system

Coordinated with the office of the COO and senior management to launch newly formed Prioritization Process

Recognition: 2008 Champion Check from senior management for work on the Technology Capacity Database

RCG Information Technology, Inc. Wilmington, Delaware

12/2006 06/2007 * Bank-wide Business Support Office Project Coordinator for Barclaycard US

Set up new Bank-wide Business Support Office (BBSO) with executives for technology development projects

Initiated and implemented policies and procedures for new department

Created and maintained database to house project information (short term solution)

Worked with developers to create an integrated automated solution for project data management

Facilitated bi-weekly management meetings for project scoping, scheduling and tracking

Developed and maintained Technology Project Scorecard to chart progress and developing trends in the BBSO

AETEA Information Technology, Inc. White Clay Facility, Newark, Delaware

10/2006 12/2006 * Technical Project Manager for JP Morgan Chase

Filled in for Business Card Project Manager on maternity leave

Maintained work order database, Project Calendar, functional spreadsheet for multiple releases

Created, maintained and tracked communication / issue management

MBNA America Christiana Center, Newark, Delaware

2/2000 4/2005 * Technical Project Manager

Worked projects from initial phases of developing business requirements through to testing and installation

Evaluated and monitored projects to stay within budget, on time and with few or no defects

Audited System Development Methodology project documentation to comply within stringent MBNA standards

* Cost Projection Specialist & Community Relations Administrator

Managed Distributed Systems project estimation team

Facilitated senior executive meetings via VTC and teleconferenced nationally for multi-million dollar estimates

Liaison between CTS&PM / Business and Distributed Systems for potential high impact projects

Planned various division-wide charitable fund-raising events

Researched, coordinated and organized division team building events (400+ employees) for executives

Recognition: 2001 Medallion Award winner, 2002 Customer Champion Award, 2004 Precept Award

* Technical Education Coordinator (Contractor for Option One)

Managed pricing, contract negotiations and cost analysis of outside vendors

Hansen & Hansen Printing Syracuse, New York

10/1999 2/2000 * Graphic Artist

Designed various copy for four color printing

Created computer fed business forms, posters, magazine advertisements, business cards, promotional flyers, etc.

Green Gate Inn Camillus, New York

6/1998 10/1999 * Manager / Innkeeper

Supervised Inn operations: staff, security, events, problem management and overall customer satisfaction

Auxiliary Services State University of New York at Oswego

6/1994 8/1997 * Residential Dining Manager

Managed over 100 person staff: assistant managers, union hourly employees and students

Coordinated and monitored food requisition, production and distribution

Orientation, training, scheduling, payroll, performance evaluations and coaching procedures for employees

Designed and facilitated catering events for up to 2,000 people: Dinner Theatre, themed events, picnics, etc

Developed theme, concept and directed operation of new cash operation, experimental to residential dining services

Designed, wrote and implemented various publications to enhance customer service and company image

Dining Services Newsletter, The Chow Times Orientation brochure

Turned monthly menu into popular and appealing poster for students

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