Project Manager Management

Brittany Papanu Anthony

T: 727-***-****;

E: ********.*********@*****.***

Professional Overview

Hands-on project manager specialized in the areas of marketing technology and business operations. Industry experience spans

software development, system migrations and technical infrastructure while excelling in the areas of integrated database marketing,

project planning, execution, business process improvement, and system implementation. Excellent abilities in the areas of problem

solving, customer service, and interpersonal skills.

Core Qualifications

• •

Project management/business analysis Social media and mobile applications

• •

System integration/implementation Software development lifecycle (SDLC)

• •

Business process improvement Software as a service

• •

Requirements gathering; ecommerce campaign Leadership skills

management; UAT deployment/management

Career Highlights

• Served as a technical consultant to execute social media strategies for large home improvement retailer. Increased client

satisfaction and user adoption by establishing a trusted partner relationship. Led software application development teams to

implement software enhancements.

• Interpreted and analyzed marketing strategy requirements for large Medicare provider that resulted in 18% consumer base

growth. Led the internal technology team to execute multi-channel marketing programs, developed quality assurance controls,

and instituted standard operating procedures for steady state environment.

• Leveraged Agile methodologies to lead application and software development team for business intelligence platforms.

Facilitated business requirements sessions with stakeholders to identify success criteria, led UAT initiative with application

development teams, and developed reporting metrics scorecard for software quality analytics units. Successful

implementation of business intelligence platform resulted in reduction of human error program entry, increased product speed

to market and automated feed to finance contracting system.

• Managed complex phone system implementation for department wide BPO (business process outsourcing) initiative. Led

diverse IT stakeholders migrating from CISCO phone system to AVAYA system. Facilitated third party partnership vendor

spanning Statement of Work (SOW) creation through post implementation user adoption assessment. Realized Internal Rate

of Return (IRR) exceeded initial cost models by .6% allowing for a total savings of 9% in year 1.

• Collaborated with internal and external stakeholders to develop a consumer self-service website utilizing the Salesforce

platform. Project deliverables included business requirements gathering, overseeing design and development efforts, and

managing UAT participation and production migration.

Employment History

Expion

Account Manager, Client Services 8/2013 – 11/2013

• Execute digital marketing strategies to maximize social media presence

• Lead new client onboarding and establish standard operating procedures

• Act as a subject matter expert to drive software user adoption and identify system enhancements

• Triage software defects and partner with application development to prioritize feature requests

• Perform analysis on marketing insights data and recommend strategies to increase potential reach

AccuData Integrated Marketing 1/2013 – 7/2013

Account Manager, Client Services

• Serve as client relationship manager to large Medicare client by providing database marketing counsel and strategic

thought leadership in the direct mail, email platform and social marketing channels

• Architect and manage digital and data solutions by partnering with technology teams to execute and maintain client

marketing database initiatives

• Develop business requirement documentation via thorough analysis of client needs and allocation of marketing best

practices

• Own end-to-end project lifecycle; manage programs and campaigns to established timelines and budget while

facilitating all client interactions and presenting key findings/deliverables

• Execute strategic thinking and consistent process improvement efforts to improve current standard operations

procedures and develop infrastructure for future clients

• Proficient in using campaign management tools to support complex campaign processing and execution (Unica

Affinium)

Catalina Marketing Corporation 12/2008 –

12/2012

Project Manager, PMO

• Led several digital solutions and social media campaigns designed to improve the consumer experience. Managed gathering

business requirements, vetting requirements, UAT efforts, training and production rollouts. Specific digital solutions programs

include: load to card, video rewards, like, mobile, and consumer support websites.

• Managed large scale retailer planning project spanning multiple departments and stakeholders. Project resulted in producing a

holiday planning call center user and escalation guide that successfully circumvented many consumer and retailer

troubleshooting issues. Furthermore re-established client credibility and secured future investments. Excellent detail

orientation and strategic orientation were executed to produce a best practices document that has been archived for annual

renewal.

• Met with Retailers to identify areas of pain for current processing and workflow. Developed process maps illustrating

complex workflow spanning multiple stakeholders and various workflow/system dependencies. Pain points currently under

review for prioritization and action items assigned to mitigate workflow risks.

• Lead strategic organizational effort of penetrating new market with convenience store installations. Tasked with identifying

and solidifying new vertical best practices through collaboration, process deployment, and strategic thinking.

• Executed continuous improvement techniques (Six Sigma, TQM) across client service operation business units to identify

business process improvement to benefit the enterprise system, customers and critical stakeholders. Discovery items were

presented to senior leadership and prioritized for future releases/project initiatives.

RTI International Raleigh, NC

Market Research Quality Control Supervisor 07/2008 – 11/2008

• Worked directly with government and private sector contracts to collect market research data to assist researchers and

policymakers improve the human condition.

• Responsible for determining best practices in call center management to maximize production and efficiency,

implementing processes to increase production and productivity.

1. Developed and implemented performance management metrics and employee recognition programs in conjunction with client

expectations. Monitored progress towards organizational objectives and facilitate performance feedback delivery sessions.

2. Facilitated call center meetings and manage center logistics in conjunction with on-site maintenance staff. Acted as liaison

between call center senior management team and client project staff.

Aon Consulting Winston-Salem, NC 2/2007 –

5/2008

Client Project Manager

• Managed employee benefits outsourcing operations team. Responsible for monitoring offshore and onshore teams to ensure

benefits eligibility file data integrity. In depth knowledge and expertise pertaining to employee benefits and administration of

benefit plans/payroll systems. Managed vendor relations and serve as a point person for technology discrepancies.

• Provided direction for all aspects of open enrollment for operations team. Ensure open enrollment communications contain

pertinent benefits information while managing vendor contacts responsible for product fulfillment. Manage technical programmers

responsible for implementation projects relating to benefit data into online Portal system.

• Managed benefits call center service to ensure call center representatives provide high quality responses to callers inquiring about

benefit options. Facilitate client specific training to call center representatives to equip them with the necessary knowledge

regarding benefit plan changes.

• Facilitated client/operations meetings to maintain focus on project deliverables. Manage client expectations to ensure operations

team objectives align with client deliverables.

Right Management Consultants Wilmington, DE

Human Resources Management Project Manager 6/2003- 1/2007

• Spearheaded cross functional team charged with improving current employee professional development suite offerings based on

the needs of the region, recommended formal, informal and on-the job opportunities for all functions across the organization to

enhance personal and professional development.

• Partnered with financial firm to design and implement an online performance management system for managers and employees.

System is now used nationwide to facilitate the mid-year and year-end performance appraisal process.

• Collaborated with pharmaceutical company to identify future leaders and developed a systematic approach to measure capabilities

of potential future leaders. Designed and implemented a development center populated with skill building exercises to objectively

measure potential leaders against established criteria for success.

• Trained management on how to effectively use behavioral interviewing techniques to attract and select the highest quality

candidate and reduce the amount of turnover within the organization. Training resulted in immediate 12% reduction in turnover

within the first 3 months.

Education

3. Bachelor’s degree in Spanish and French minor from Lynchburg College

4. Master’s degree in Organizational Management from Ashford University

5. Masters of Project Management (MPM) licensed by American Academy of Project Management

6.

Related Skills/Other

7. Highly proficient in Microsoft Office (Power Point, Word, Excel, Access, Acrobat)

8. Fluent in Spanish and French

9.

Contact this candidate