Customer Service Project Manager

PAMELA HANKINS

**** *******

Street Pittsburgh, PA 15208

412-***-****(h),412-***-****(m), *******@*******.***

HARDWARE / SOFTWARE / LANGUAGES/ASSOCIATIONS

MS Word, MS Excel, MS PowerPoint, Visio, Lotus Notes, Clarity, Discover,

Java

Windows: 95, 98, ME, 2000, XP, ReqPro, SharePoint, ClearQuest, ArcGIS

PROFESSIONAL EXPERIENCE

CELERITY, Pittsburgh, PA

July2013-October 2013

Sr. Business Analyst-Highmark

. Revised business requirements and use cases as needed using RUP

ClearQuest to track change requests and Project progress that occur

during the Project Life Cycle

. Designed test scripts and test scenarios validate if the Soft

Calculator Application would rank insurance products from the best to

worst based upon the consumers responses

. Analyzed documents for accuracy and then uploaded them into SharePoint

. Designed PowerPoint Presentations and Status Reports to review with

Stakeholders during weekly meetings

. Worked with Actuarial SME on Soft Calculator Project to discern how

the Soft Calculator would rank insurance products from best to worst

based upon the consumers answers to a series of questions and used RUP

ClearQuest as well as SharePoint to revise business requirements as

needed

SAPA Extrusions Inc, Coraopolis, PA

May 2008 - July 2013

Procurement Business Analyst

. Assisted BPO in training Requisitioners and Buyers on how to

effectively utilize e-Commerce tool and ERP System Oracle 11i

. Provided subject matter expert knowledge as e-Commerce Admin regarding

existing functional requirements

. Assisted with testing of processes and procedures of e-Commerce

solution, including the creation of test scripts during Implementation

. Collaborated with Project Technical Team to assist with requirement

understanding for effective design and development for user on a

continuous basis as well as create some basic SQL queries as needed

. Scheduled weekly meetings with end users to understand requirements

and needs

. Revised Project documents, tracked the SDLC to ensure task adhered to

the Project timeline agreed upon by the Project Manager and

Stakeholders

. Coordinated and tracked the progress and resolution of technical

problems that occurred and shared findings with Application Ecommerce

Analyst and Procurement Process & Solution Manager

. Generated requisitions and blanket purchase orders as the Sapa Mall

Buyer to pay for products and service that were procured

PAMELA HANKINS Page 2

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SAPA Extrusions Inc, Coraopolis, PA

Procurement Business Analyst cont

. Oversaw implementation projects for e-Commerce project in addition to

working with Oracle Consultants on implementation of the Purchasing

Module

. Took the initiative to create training manuals for e-Commerce

solution, Transportation and Logistics as well as Item Creation

process

. Took the initiative to research and find appropriate template that

would be used for business requirements

. Worked with Accounts Payable and Transportation Suppliers to ensure

that Transportation all invoices were paid in a timely manner

PNC BANK, Pittsburgh, PA

July 2004 -May 2008

EBS Researcher

. Responsible for researching payment disputes for Online Banking

customers daily

. Closing cases for Online Banking customers as well as providing

customer with resolutions to their disputes

. Occasionally assisting Check Card Support with answering phones

. Opening cases for VISA Check Card Non-Fraud disputes

. Responsible for assisting Supervisor and Team Leader with request that

come from Online Banking Customer Service Dept

PNC BANK, Pittsburgh, PA

Sept 2002-July2004

Customer Service

. Assisted at least customer with account balances

. Educated customers on PNC products and services

. Assisted customer that request with funds transfers between their

various accounts

PNC BANK Computer Technician Job Shadowing, Pittsburgh, PA

August 2006

PNC Bank, Pittsburgh, PA

. Assisted in set up for new employees PCs to the REG E/ATM Disputes

Area

. Setup Lotus Notes for new employees to the REG E/ATM Disputes Area

. Launched batch files to setup printers

. Launched and Installed Microsoft Suite for 16 new employees to the REG

E/ATM Disputes Area

EDUCATION

Robert Morris University, Moon Township, PA

Master of Science Degree in Engineering Management

May 2014

Master of Science Degree in Competitive Intelligence

May 2009

Bachelor of Science Degree in Professional Communication/Information

Systems May 2007

Erie Business Center, Erie, PA

Specialized Business Certificate as Computer Technician

May 2001

Professional references are

available upon request.

Contact this candidate