Project Manager Customer Service

Jennifer Lee Norris

**** ********* ***** **** #**** • Dunwoody, GA 30338

Cell: 770-***-**** • Email: ********@*****.***

Analytical operations and information technology professional with proven success leading process improvement initiatives

and software implementation projects. Strong leadership and project management skills, with the ability to work with and

influence stakeholders while leading diverse teams in developing and delivering innovative solutions to complex problems.

Key areas of strength include:

• •

Operations Management and Analysis Supply Chain Consulting & Technology

• •

Software Implementation & Project Management Process Improvement Leadership

• •

Developing & Implementing Operational Metrics Training and Development

VERTAFORE, INC November 2013 – Present

Delivers best of breed insurance software for MGA’s, Carriers, and Agencies.

Implementation Consultant

• Serve as lead Consultant through all stages of new product implementations and Project Manager on add in

implementation projects.

• Participate in providing implementation and consulting services on site and remotely with clients during

projects. Provide task and project communication to the Client Project Lead/Project Manager on all projects.

• Conduct project kickoff meetings to review the effort needed to successfully implement the Client project suite

with the client and within the scope of the Statement of Work (SOW). Also conduct UAT and on site/remote training as

laid out in the SOW.

• Communicate clearly and confirm understanding with client representatives to review automated workflows and

revise/modify workflows until client satisfaction is reached. Create workflow processes in WorkSmart and ImageRight

workflows using vbScript.and SQL scripts.

• Perform go live support and assistance for client projects.

• Work on multiple projects, initiatives, script development tasks, etc., at the same time to comply with the

deliverable deadlines for any/all of the projects and tasks.

• Maintain detailed knowledge of insurance industry dynamics and departmental procedures.

ROCKTENN, INC April 2012 – November 2013

North America’s leading integrated manufacturers of corrugated and consumer packaging.

Project Manager /Specialist – Oracle Transportation Management (OTM)

• Work with client teams to gather and define business requirements, document process flows, and identify

functionality gaps; research, prototype, and recommended solutions.

• Provide expert guidance on OTM configuration, integration, and testing; serve as a liaison between business and

technical groups to ensure business requirements and technical development are in synch. Heavy use of Oracle SQL to

pull data using queries to be used for data analysis.

• Support Freight Procurement and Finance, Audit and Payment (FAP) teams on RFPs, rate uploads, and carrier

compliance.

• Selected projects:

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Leading project to transition all carriers servicing the corrugated packaging division to EDI Tendering.

Responsible for working with the EDI contacts for over 125 carriers and help with EDI mapping and testing. Tasks

include resolving FTP connectivity issues, EDI mapping and testing, training EDI super users, and time

management.

Leading project to create a new process for uploading Truckload, Intermodal, and Rail rates in OTM. Tasks

include creating new rate templates, writing SOPs for ongoing use and training, resolving rate processing issues, and

training super users.

Created a Shipment Status Message (SSM) Compliance program for carriers of the Corrugated Packaging

Division where each carrier must maintain 95% compliance. Tasks included created a scorecard using Qlikview,

distributing the scorecard to each carrier using NPrinting, and communicating with carriers weekly when compliance

falls below target. Achieved an estimated savings of $120K in detention annually as a result of implementation. (Six

Sigma Project)

FEDEX SERVICES, INC May 2010 – April 2012

Sales, marketing, information technology, customer service, and worldwide supply chain services support for the global

FedEx brand.

Senior Technical Specialist / Advisor

• Completed several successful implementations of FedEx Ship Manager (FSM) for some of the company’s

largest customers (Apple, IBM, Wal Mart, HP).

• Trained end users/clients on the FSM software and how to troubleshoot issues.

• Reduced the amount of repeat callers by doing due diligence during testing and implementation stages of each

implementation.

AT&T ADVERTISING AND PUBLISHING July 2006 – April 2010

Largest innovation led telecommunications company in the world.

Senior IT Technical Analyst

• Implemented, integrated, and supported company infrastructure with technical applications and related vendor

software/hardware.

• Developed, monitored, & reported metrics to track individual and business unit performance against

corporate goals in a sales environment. Utilized Oracle SQL to pull data for data analysis.

• Maintained and updated division website.

• Served as division IT trainer.

• Led strategic projects that improved team performance and reduced operational costs.

Reduced the amount of equipment taken on the road by networking each satellite office.

Reduced the amount of equipment write offs by implementing a new web based equipment inventory

process.

CUMMINGS STREET M B CHURCH September 2003 – June 2006

Boutiqu One of the largest progressive Baptist churches in the mid south.

Business Administrator / IT Director

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• Managed a $2.5 million budget and managed 27 employees.

• Worked with ministry leaders in developing annual budgets that reflect the needs and vision of the church.

• Implemented a new member database system and provided post implementation training and support for new

system to ensure operational procedures were followed when enrolling members and/or provider’s requests.

• Provided expertise in the areas of analytics, solution approach and software selection.

MERCK, INC (Formerly Schering Plough, Inc.) April 2000 September 2003

America’s leading research driven healthcare company.

Senior Business Systems Analyst

• Prepared functional requirements documents for new projects and/or enhancements to existing applications

directly related to company’s transportation management system (Manugistics). Utilized HP UX and Oracle SQL to pull

data

for Transportation analysis and user administration.

• Facilitated Client UAT by helping to clarify documented requirements, logging, and tracking project defects via

the Mercury Suite. Then work with QA and Development to resolve and validated corrected project defects.

• Provided on going customer support on use of transportation application and all databases that supported it.

Met regularly with departments to solicit feedback on needs.

• Maintained documentation (SOP’s) and change control.

• Maintained all training documentation.

Bachelor of Science in Business Administration (BS/BA) • University of Southern Mississippi • Hattiesburg,

•

MS • 1992

Master of Science in Information Technology Management (MBA) • University of Phoenix • Phoenix, AZ

•

(online) • 2009

Applications:

Proficient in all Microsoft Office applications

•

• Transportation Management Systems (Manugistics, OTM, and WMS)

• Strong SQL skills

• Trouble ticket management tools – Remedy and Service One

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Databases:

• Microsoft SQL Server/PL SQL/Oracle SQL

• MS Access

• DB2/Sybase

Operating Systems/Environments:

• UNIX Based Systems/Linux

• Windows (XP, 2000, 7)

• EDI

• Citrix/VMware/VPN

• Java/XML/HTML

Functional Testing Tools:

• SOAP UI

• TransEdit

• Eclipse

• Test Director

Client Solutions:

• SAP

• JD Edwards

• Manhattan

• Oracle Transportation Management

Other Skills:

• Advanced SLDC and Project Management skills

• Advanced Workflow Analysis

• Exposure to Six Sigma tools and techniques

• Insurance licensed in Life, Health, Property & Casualty

Contact this candidate