Customer Service Project Manager, Graphic Designer

Sheena M. DePriest

701-***-**** ●******.*********@*****.*** ●P.O. Box 1849 Fargo, ND 58107

Education

Associates of Science in Graphic and Web Design with Honors

Rasmusen College – Fargo, ND - October 2015- December 2017

Skills

Ability to thrive in a team environment with diverse personalities

Project management experience

Capable of assessing options and producing innovative solutions

Strong interpersonal, verbal, and written communication skills

Strong motivation for development and advancement of knowledge and skillset

Experience

U.S. Bank; Fargo, ND April 2016 – October 2018

Project Manager

Create professional and detailed project plans

Reviewed wireframes and project charters to identify potential impacts to the business line

Hosted meetings with impacted business lines to ensure a unified customer experience

Completed rigorous testing to guarantee that installs were functional and created no impact to the end user

Successfully managed multiple projects simultaneously

U.S. Bank; Fargo, ND Jun 2008 – April 2016

Workforce Engineer

Ensure the corporation meets contractual goals by using decision making and prioritization skills

Managed project to create a new call routing system the evenly disperses incoming calls between Command Center staff in three sites

Participated in the implementation and testing of several telephony related projects

Developed and implemented a shared email in-box for the business line to streamline communications to and from the department

Maintained multiple Microsoft SharePoint sites and workflows to increase efficiency

Produced business line training materials for new software and educated all team members on the program’s features, functionality, and implementation

Created a flowchart mapping the CPS IVR to assist employees with navigation

Developed proposals for projects intended to improve processes and procedures

High Level understanding of IVR Routing Documentation/DDD

Act as a liaison between employee leadership, projects teams, and technical support to identify, troubleshoot and resolve software, hardware, and network issues

Participating in a mentorship with onsite telephony expert to train as the departments alternate contact

U.S. Bank; Fargo, ND Jun 2004 – June 2008

Customer Service Supervisor/ Team Lead

Aided in employee development and training to ensure the progression of their transferable skills

Monitored and scored employees for quality assurance to develop a strong foundation for assisting our customers

Additional Achievements and Volunteer Opportunities

Earned the prestigious UsBank Pinnacle Award in 2010 and 2014 for service excellence

Acquired twelve peer nominated awards during my tenure at UsBank for innovation, collaboration, and project management

Graduated with Honors from Rasmussen College with a cumulative GPA of 3.95%

Experience using Adobe and Microsoft programs

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