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Project Manager Customer Service

Roswell, Georgia, United States
February 18, 2019

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Ragini Patel, PMP 678-***-**** - Roswell, GA 30075 PROFESSIONAL SUMMARY

Certified project manager with development/analyst background. Exceptional track record in leading and executing business strategy, working with business Executives and PMO to optimize productivity, in return, increasing revenue and reducing costs. Demonstrated success overseeing full software development life cycle (SDLC) for global enterprise resource planning systems (ERP): PeopleSoft and SAP. Extensive experience working on simultaneous projects, integrating 3rd party software, SaaS implementations, identifying and adding process improvements, quickly resolving issues from turning into risks. Experience working with global teams, vendors and offshore to bring projects to completion with customer expectations of quality, time and budget. Highly organized, detail oriented, self-starter, result driven, motivated with strong communications and customer service skills. Eager to learn new technology. Experience using waterfall and hybrid methodology. PMP and Scrum Fundamentals certified. TECHNICAL EXPERTISE

Project Management Microsoft Project Power Point/Visio SharePoint/Smartsheet Change Control Management SOX/PCI/HIPAA/ISO ServiceNow/UAT SOW/Contracts/Vendors Issue/Risk Management Code Deployment SalesForce CRM Use Cases/User Stories Billing/Forecasting/Budgeting Interfaces/Integration Data Mapping/Scripting Business/Technical Processes Process Flows/Analysis/SOW Creating queries/reports UAT/FTP/SFTP/SQL Kimble/Footprints/Clarity/JIRA KEY PROJECT EXPERIENCE

Led implementation and upgrade of ePayment multi-currency credit card application: PayMetric (PCI DSS) integrating to SAP ERP system for US and EU with data tokenization.

Document management; ensured quality and performance by involvement from beginning; gathering requirements, servers setup, design and creation of critical customer facing documents in multi-language, multi-channel distribution, rolled out to 12 countries with 24*7 processing, printing and archiving to the imaging system.

Well experienced in SAFe principles; Lean and Agile principles used constantly to ensure output is delivered with quality.

Integrated systems; conducting gap analysis, evaluating and creating a roadmap working with business partners.

Launched global claims automation integrating Pega system to Sales Force Customer Relationship Management (CRM).

Experience working on Order to Cash, Invoicing, Account Receivables, Accounts Payables, Shipping, Picking, Inventory modules. PROFESSIONAL EXPERIENCE

PROJECT MANAGER – Client Service Business Group - Contract Fiserv Inc., Financial Service Corporation, Alpharetta, GA Oct 2016 – Nov 2018

Managed project/program working with the vendor and internal resources using agile methodology to replace unsupported call center system with Elite Multi Channel. Customized software e.g. auto assignment of emails to queues and integrating to Avaya voicemail system which reduced agents processing time for handling calls.

Completed analysis reports on reducing total facility operating costs by $600,000.00 per year to present to Executives.

Implemented process improvements by streamlining processes between development and client services teams; process led to reduced backlogs as well as improved client and associate experience.

Managed business continuity planning (BCP) and validation of controls (VOC); Identifying improvements, critical processes, staffing, developing system of communication, validation with a signoff acceptance from the audit team.

Scoped impact to external Clients for production data center migration, managed various work streams to ensure all technical changes e.g. Citrix logins, 3rd party impact, IP, ports, URL were documented, communicated and changed by external clients on time. Coordinated test scripts and user acceptance testing (UAT) with successful Client migration to the new data center.

Successfully established coaching program for managers providing framework with tools, templates and training to assist coaching associates while standardizing process and procedures across teams.

Managed concurrent projects and prepared project artifacts including project charters and weekly executive status reports. IMPLEMENTATION PROJECT MANAGER

Deluxe Financial Service Corporation, Atlanta, GA April 2015 – June 2016

Concurrently managed multiple SaaS initiatives ensuring product delivered matched signed SOW; Check application, Switch Agent application, Fraud Detect service and Bankers Dashboard for financial institutions with on time and budget delivery.

Managed end to end project life cycle with customer satisfaction; planned each project activities by completing detailed project plan, holding kick off meeting, coordinating activities, running weekly meetings, monitored risks by maintaining RAID log.

Identified and implemented process improvements which added efficiency by saving resource time.

Primary point of contact overseeing all aspects of implementation to deliver products on time with quality. Ragini Patel, PMP Cell: 678-***-**** Page 2


AIG, Inc., Atlanta, GA June 2014 – April 2015

Managed install and integration of Pega software to Sales force CRM to implement global claims automation processing. Completed project charter, RACI and project plan ensuring proper approvals and signoffs from business.

Reported project progress to Stakeholders, prepared executive dashboard with drill down of data report for each country.

Managed change control and execution of project plan utilizing MS Project through close of project.

Worked closely with developers and remote teams for program status and follow-ups on deliverables as per agreed scope.

Maintained RAID (Risk, Assumptions, Issues, and Dependencies) log keeping it up to date and reviewing with the team weekly.

Prepared project standard templates and assisted in program activities (standards, policies and procedures) for setting PMO project governance.


Paymetric, Inc., Atlanta, GA Nov 2012 – Feb 2014

Managed client-facing SaaS multi-currency credit card payment projects from inception to close for B2B with integration to the SAP ERP application.

Fully reviewed each client’s requirements and planned activities working with the technical team for successful on time and budget implementation.

Primary point of contact from start to close of project and post go live maintaining customer relationship.

Managed lessons learned and tracked issue tickets for timely resolutions adding improvements that resulted in less defects.

Tracked time to meet agreed budgeted hours.

Led client’s data conversion, certification process, production pre planning efforts and penetration testing.

Coordinated with engineering, QA/QC, and operations for new solution deployment and delivery.

Prepared go-live forecasting based on service level agreement (SLA), statement of work (SOW) and addendum. PROJECT LEAD/SR. BUSINESS SYSTEMS ANALYST III

Alcon (Formerly CIBA Vision), Atlanta, GA – Division of Novartis Pharmaceuticals Corporation Mar 1997 – Oct 2012

SME/Global Application owner/Landscape Architect for the rollout of 10 global business units, critical 24 * 7 high volume usage applications; PayMetric (Multi– Currency Credit Card Transaction Processing) and StreamServe multi-language output.

Completed integration and dependencies for rollout of US, Canada, APAC and EU sites for the design and printing of critical, high volume, multi-lang. customer facing documents (Invoice, Statements, Delivery Notes, Shipping Labels, Commercial Invoices) from SAP using StreamServe application to various output channels: Printers, PDF, Fax, Email, Advanced Function Printing (for Print house Printing), creating metadata for archiving to SQL Database ensuring quality and uniformity. Project was delivered with quality and on schedule reducing duplication of efforts by utilizing flexible global formats.

Owner of Payment application: Implemented multi currency payment process. Project included installation of new servers for all environments with firewall setup involving external and internal resources, added necessary payment card configuration to SAP SD module, added programming code changes in SAP to meet global business needs.

Gathered requirements, completed planning and lead efforts to install StreamServe application on new servers with configuration to the SAP ERP application and end to end user acceptance testing (UAT).

Managed planning for windows fixes and application code changes while ensuring system reliability and stability.

Lead upgrade of Credit Card Payment application for 3 global sites, 8 currencies, multiple credit cards and added tokenization for data security; teamed with vendor ensuring project completed successfully, on time with quality.

Managed all PayMetric and StreamServe related code development, file transfer, end to end testing and deployments.

Re-engineered/Innovated Process: Solely, modified EDI820 Cash Remittance Application which increased cash clearing from 40% to 99% resulted in cost savings of over $200,000.

Resolved Performance Issue: Server timing out; diagnosed problem. Prepared business case, project plan and managed efforts for successful production SQL data migration and the application server migration to new robust servers with minimal downtime. Managed and utilized IBM resources in Brazil.

Improvised Processing Time: Reduced monthly Invoice processing time from 8 hrs to less than 1hr in addition, improved Shipping Label printing speed to Asia Pacific sites adding functionality to parallel print.

Implemented KPI (Key Performance Index) Reports for Lense Orders to gauge backorders and inventory issues.

Supported AR in reconciliation efforts of credit card payments in the ERP system (SAP) to processor’s (First Data) reports.

Troubleshooting and production support.

EDUCATION - Associates Degree in Computer Technology, Gwinnett Technical College, Lawrenceville, GA Dec 1993 PMI CERTIFIED – Project Management Professional (PMP) -1534370 Sept 2012- Sept 2021 SCRUM FUNDAMENTALS CERTIFIED - 679296 Jan 2019 – Jan 2022 MEMBER OF TAG AND PMI GROUP (Project Management Institute) U.S. Citizen

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