Kimberly H Lunsford

*** ****** **** ****

Roxboro, NC 27574

ac3alu@r.postjobfree.com

Professional Summary

Highly motivated professional with significant, progressive experience in call center management, IT management, project management, project coordinator and outsourced/vendor management.

Professional Experience

Project Coordinator

Sentara Halifax Regional Hospital, South Boston, VA (September 2016 – August 2017)

Manage, monitor, communicate, and report on technical projects in the integration of new systems replacing older systems.

Manage five technical groups in the IT department in preparation for the integration of new systems.

Serve as intermediary between Infrastructure/Operations teams.

Provided weekly and monthly project status reports reflecting issues/risks, tasks and results.

Utilized SharePoint website to upload all project documentation including project minutes, project plan and risks/issues log.

Facilitated weekly project status call with departmental team leads and a monthly status call for project leadership.

Participated and provided updated project status on a monthly PMO project call for leadership.

Project/Program Coordinator

Blue Cross Blue Shield of NC, Durham, NC (October 2011-September 2016)

Assisted project/program manager in administering project/program duties

Lead resource management for the ICD-10 program for input and changes to Planview data.

Lead initiative with Project Managers for ICD-10 Program to ensure timely clean up of Planview old requirements, reservations and allocations to prevent incorrect numbers being reported for the forecast.

Analyzed, researched, tracked and followed up on PFM budget reporting with the budget group, Finance and Planview to determine the discrepancies and other questions found on the PFM reporting.

Tracked, documented and assisted with the resolution of issues for a project for the life cycle of the project.

Ran monthly Planview reporting once the Big Rock runs and provided a full month of data reflecting project variances, conversion rates and an executive summary for Director for the ICD-10 program.

Supported team management with scheduling daily, weekly and monthly program meetings/conference calls to align with their schedules.

Project Manager

American Express, Greensboro, NC (August 2008-March 2009)

Led large scaled projects for the Operations Division which included Customer Service, Credit, New Accounts, Express Cash and Correspondence departments keeping in mind the needs of the operations areas.

Offered servicing solutions for project issues prior to launch and post launch to decrease the customer affect.

Facilitated meetings with operations representatives to ensure all issues were effectively addressed prior to the product launch.

Maintained project plans in order to successfully provide updates on the project team calls.

Created PowerPoint presentations for projects and presented them to Senior Management and Team Leaders across all sites and countries.

Listened and scored customer service recorded calls for customer satisfaction and provided feedback to the associates.

Hired, trained and supervised a temporary employee for the transition of marketing campaigns.

Established and maintained working relationships with all levels of management in order to communicate project updates and to provide clarification on any unclear issues.

Project Analyst

American Express, Greensboro, NC, (Jan 2006-Aug 2008)

Provided support to the project managers and led small scaled projects for the Operations departments including CCSG and OPEN products.

Supported development and implementation of annual Golf catalog distribution and system changes for annual Golf rewards.

Successfully coordinated and executed the Starwood Refresh Awareness Booth/Rally in numerous American Express and vendor locations.

Prepared daily, monthly and annual scorecards for the Marketing Managers to view the quality of their marketing campaigns using MS Office.

Collaborated and influenced Marketing Managers to submit their campaigns in a timely fashion, which would allow the bonus code to be set up properly and allow the system to update.

Education

University of Phoenix, Phoenix, AZ

Master of Business Administration

North Carolina A&T State University, Greensboro, NC

Bachelor of Arts, Communications

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