Customer Service Project
Resume:
Lisa Marie Novotny
rd
973-***-**** *** E ** St. Apt. 2RE New York, NY 10021 LisaMarieNovotny@gmailcom
Summary
Experienced Project Professional with an extensive background in SDLC methodology, and a broad
knowledge of project life cycles from initiation through closure; Analyzed requirements and customized
system applications to meet company’s needs. History of providing customer service to both business
and IT professionals, to ensure communication is transparent for both lines of business.
Professional Experience
Guardian Life Insurance Company, New York, NY July 2008-Present
Agency Technology Support Business Analyst
Manages projects for the creation, maintenance, and distribution of monthly, quarterly, and yearly field
performance reports and provides excellent customer service to both internal and external clients. Also,
responsible for providing cost benefit analysis and for creating business models to track the progression
of the Sales Field in meeting their Key Performance Indicators (KPIs) by the end of the year.
Key Responsibilities
• Works with business personnel to gather requirements for system development and
enhancements
• Develops and executes UAT and system reviews, while ensuring results are
communicated and explained to affected business areas before providing signoff
• Writes instruction manuals, announcements and business procedures for new and existing
systems
• Manages audits and maintenance for system owners and senior management as requested
• Attends and participates in product implementation taskforce meetings, joint user and IT-BTS
team status meetings, and other system development meetings
• Facilitates departmental reporting and inquires by creating ad hoc reports with MS Access/Excel
• Prevents system defects by scheduling periodic audits, which show where processes are not
being upheld, and provides corrective training when necessary
Key Achievements
• Designed and built reports for senior management which allowed for tracking agents who failed
to meet company requirements for the past four years. Terminated those agents who failed to
meet their requirement at year-end and saved the company $6 million in benefits and
compensation
• Designed and built a dashboard for the Sales Field and the Home Office to monitor and track
agent's rankings and performance throughout the year. Allowed for more flexibility in forecasting
agents performance than with static reports
• Developed training materials on all departmental systems to allow for fast and smooth transition
of system ownership
• Standardized test cases for a major companywide project to sunset and replace compensation
system, which resulted in less errors, and higher quality assurance
• Improved turnaround times for UAT testing, resulting in a decrease in departmental projects’
completion times for UAT testing
• Became the subject matter expert to the field for performance reporting and year-to-date award
standings; improved customer satisfaction by reducing inquiry response times to 2 business days
or less
MORGAN STANLEY, New York, NY July 2006-May 2008
Product Manager/Business Analyst
Prioritized client needs to ensure timely coordination for system enhancements, including developing
project plans and ROIs; worked with IT to ensure all technical specifications were implemented on time,
and accurately. Also, was responsible for the management of various projects by setting, driving and
monitoring milestones and timelines for project deliverables, as well as holding weekly status meetings
and communicating project highlights to senior management.
Key Responsibilities
• Ensured SDLC methodology was maintained throughout the development of the reporting
systems
• Created and executed UAT cases as well as conducted system reviews for the implementation of
new or updated products, enhancements, and defect fixes
• Prepared QA and Production environments; conducted pre-implementation and post
implementation testing and eliminated defects found
• Performed Quality Control Assurance to assess the progression of the project and made
recommendations when necessary
• Gathered business requirements from operational staff for product enhancements and project
development
• Wrote and distributed business procedures, key project outputs, and training manuals to update
new and existing users on new functionalities
• Created ad-hoc reports as requested by senior management using MS Access and MS Excel
Key Achievements
• Developed a resolution process for client issues, using a customized search engine to query in-
house databases, which led to a 90% drop in time spent by department on distributing ad-hoc
search requests
• Documented key business processes used in department owned systems, which uncovered
needed system enhancements that improved the overall user experience
• Wrote and presented an international training program for a group of 100+ business users on how
to use new search engine to query in-house databases
• Created a taskforce to investigate system limitations, then developed and implemented
improvement plans, resulting in the prevention of several potential system failures
Technical Skills
MS Office Suite (Word, Excel, PowerPoint, Access, Project, Visio), Adobe Flash, MailChimp, Google
Analytics and Google AdWords, CA Clarity PPM, Lotus Notes, Snag-It, BrainShark; Has experience
providing tutorials and training sessions on Microsoft Tools to business users, creating email marketing
campaigns with MailChimp, and monitoring sales and website activity with Google Analytics.
Education
Yellow Belt Training on Six Sigma, Guardian Life Insurance Company of America 2011
Green Belt Training on Six Sigma, Guardian Life Insurance Company of America 2014 (Expected)
Metropolitan College, Boston University September 2011 – January 2014
Masters of Science in Project Management, Project Management Course Certificate
Lubin School of Business, Pace University September 2002 – May 2006
Bachelors of Business Administration in Management, Minor in Finance, Lubin Leaders and Scholars
Program
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