Customer Service Project Manager

PAMELA RUSSELL-ALLEN

Email: ********@*****.*** www.linkedin.com/pub/pamela-russell-

allen/1/504/906/ Ph: 631-***-****

SOLUTIONS DRIVEN IT LEADER

Accomplished IT professional with over 15 years experience who thrives on

challenging opportunities that require broad and skilled business analysis

expertise. Results oriented leader who motivates team members with an

emphasis on innovation, collaboration and empowerment. Extensive project

experience spanning all phases of SDLC lifecycle.

AREAS OF EXPERTISE

Technology Initiatives Business Process Improvement Methodologies (Agile,

Waterfall)

Leadership / Team Building Business Relationship CRM Tools and Applications

Management (SAP &SFDC)

SDLC & IT Governance

Computer Skills: Salesforce.com, SAP CRM Module, MS Word, Excel,

Project, PowerPoint, Visio, Outlook and other industry applications

Honors & Awards: 2009 CIO Award for Salesforce Sales Improvement

Program

KEY SKILL ASSESSMENT

Business and Technology Development - Responsible for oversight and

execution of strategic initiatives. Ensure programs are following all

project management methodologies and disciplines. Partner with business,

technology and operations to ensure overall quality control and risk

management. Offshore and vendor management.

Team Leadership Development - Ability to identify the strengths of others

and leverage untapped potential to maximize personnel and business

opportunities. Committed to building champion teams through the exchange

and knowledge, experience and goal sharing to optimize effectiveness.

Business Relationship Development - Commitment to understanding business

process/painpoints and leverage that knowledge to drive the end-state

technical solutions to maximize the value of the solutions delivered.

Partnering with leadership teams to understand strategic business

initiatives and gain knowledge of the bigger picture goals. Effective

communication in both business and technical arena's.

PROFESSIONAL EXPERIENCE

Cablevision 6 Corporate Dr, Melville, NY 11747

December 2014 - present

Project Manager Customer Service Systems Implementation and

Integration(December 2014 - present)

. Project Management and development for new customer service

operational team for process and tool set improvements

o Provided full assessment of process and tool sets to create a

business case to implement new Knowledge Management solution for

customer support and Optimum Store personal.

o Project Manage assessment for work force management process with

a focus on optimum service in customer education, dynamic job

routing, quality and safety improvements

o Defined new project lifecycle for new customer service project

management team inclusive defined roles and responsibilities for

the team, deliverables and project metrics.

o Developed assessment of current Contact Center metrics and

analytics with proposed solution for new executive level

dashboards

Ca Technologies 1 CA Plaza, Islandia, NY 11749

April 1995 - May 2013

IT Program Director (April 2012 - May 2013)

. Project Management and development of CA Technologies Service Cloud

initiative to replace legacy end of life solutions.

o Developed complex investment request and project charter for

3.7M, initiating new program inclusive of Business ROI

calculations, top down estimation methods, assessment of highly

integrated solution (70+ applications), BSA hiring strategy, and

capitalization vs. expense funding assessment. Participation in

Steering Committee and Investment Council.

o Utilize Accenture Delivery Methodology, Agile, Clarity, Open

Workbench, SharePoint, SFDC, Cloud Computing, CRM, SAP and CA

legacy information systems to develop and track project plan

tasks and milestones.

o Leveraged deep knowledge of system landscape for system and

application architects to document integration mapping and

feature functionality for both legacy systems and SFDC.

o Managed integration efforts for off-shore development team for

multiple conversions and integrations.

Principle Business Systems Analyst (April 2010 - April 2012)

. SFDC PRM Program Release 1 and 2 - migration of all functions from a

custom Channel Partner Management System (CPMS) to Salesforce.com

platform to avoid 750K in recurring maintenance license costs.

o Manage project resources, budgets and vendors insuring CA

standards are fulfilled. Delivered overall project coordination

ensuring delivery on schedule and to budget. Responsible for

Charter, Budgets, Forecasting.

o Develop complex investment request for 1.5M inclusive of

Business ROI calculations, tops down estimation methods, and

capitalization vs. expense funding assessment.

o Managed vendor staff for implementation partner for all project

functions including on boarding, time approvals, project

documentation, adherence to SDLC standards, ramping up new staff

on existing application landscape and configuration.

o BSA responsibility for Deal Registration and Marketing

Development Funds functionality for requirements gathering,

process improvement, functional design specifications, system

configuration, system integration testing, and user acceptance

testing.

o Managed after go-live supercare period and received business

recognition award for team effectiveness of issues addressed.

o Managed road mapping workshops with business team to validate

and create business requirements for future PRM releases.

o Co-chaired with system architect team at CIO's request technical

assessment to compare SFDC PRM solution vs. CPMS application.

. Partnered with vendor to implement best practices for Salesforce.com

to IT organization to standardize management of source control,

profile management, release management and environment management

processes.

Director (October 2008 - April 2010)

. SFDC v 6.0 and 7.0 - Large Salesforce.com releases for fiscal year

turn over preparation as well as large systems enhancements for

account management, indirect sales opportunity management, and direct

opportunity reimplementation to support Configuration, Pricing and

Quoting tool integration.

o Assisted in developing investment request inclusive of Business

ROI calculations, top down estimation methods, assessment of

integrated solution, staffing strategy, and capitalization vs.

expense funding assessment for 500K and 800K project

respectively.

o Created IT BSA team of IT functional BSAs and Business

Operations to support SFDC projects avoid cost for external

resources.

o Defined and developed training strategy for new SFDC team to

expand knowledge and support new feature functionality in SFDC.

o Managed team by reviewing and approving all project

documentation acting as application architect with a focus on

optimizing business processes as well as auditing adherence to

SDLC methodologies.

o Define, document and manage deployment for all project related

tasks - pre-cutover, cutover and post cutover tasks for all team

members: business SMEs, BSAs and development teams.

o Received CIO award for SFDC v 6.0 for system driven business

process improvement over all IT projects for that fiscal year.

. Production Support and minor releases

o Created new IT support team for all Sales applications

monitoring more than 5 independent applications and processes.

o Implemented production support improvements to increase ticket

resolution time and queue backlog.

. Created new vendor process: prioritization, estimation and

release management to reduce the backlog by over 50%.

. Partnered with business to create a new SFDC monthly

release process implementing issue prioritization, formal

estimating process, formal test methods, effective

environment management and release management.

. Leveraged existing vendor maintenance contract to create a

new delivery channel for routine production changes.

Sr. Manager (April 2006 - October 2008)

. SAP Professional Services Release - functionality included quoting,

project management, time tracking, expense recording, invoicing and

revenue recognition from multiple disparate systems to an integrated

ERP solution.

o Managed taskforce to avoid significant deficiency in invoice

controls identified by SOX and IT audit teams. Responsibilities

included extensive research for invoicing best practices,

negotiations with business to accept changes to the system and

business processes, management of technical teams to execute

changes, status reporting to senior management to level set

delivery expectations.

o Merged Professional Services IT team with the existing SAP CRM

team for both resources and system functionality for cProjects,

Time Management, and Resource Management capabilities.

Manager/Team Lead (November 2004 - April 2006)

. SAP Release XM1 and XM3 - CRM SAP workstream within large scale ERP

system implementation (>100M) essential to meet federal mandated

changes to satisfy auditing requirements established as part of

deferred prosecution agreement for CA Technologies.

o Managed all IT aspects of CRM tool within the lead to quote

processes for blended team of BSAs, Business SMEs, and

contractors.

o Managed all project management tasks and reported to overall

program for scheduling, resource allocations, tracking

milestones, gap analysis, risk assessment and quality control

leveraging waterfall project management methodology.

o Partner with business SMEs to identify current processes to

develop/recommend optimized solutions to meet the business

needs.

o Perform gap analysis to reengineer business processes where

applicable to utilize standard ERP solution vs. custom IT

solutions.

o Design and configure all aspects of customer master for SAP CRM

and ECC solutions including business requirements, database

structure, integration processes and data conversion for

corporate wide use and standardization of account information.

o Direct management of IT staff for CRM SAP including recruiting,

mentoring/career planning, performance and compensation.

o Develop and execute production support plan to address

enhancements to the North American platform.

Business System Analyst (August 2003 - November 2004)

. Collected requirements for initiative to redesign custom system to

improve enterprise license agreements and invoicing processes.

. Designed and delivered functional specifications and transitioned to

development teams to satisfy business requirements.

. Established and co-managed User Acceptance Testing, System Integration

Testing and system documentation for all feature functionality.

Quality Assurance Lead (April 1999 - August 2003)

. Managed QA technicians through the testing lifecycle for highly

complex and integrated systems.

. Developed YR2K test strategy, plan, and managed QA testing for all

business critical functions on core licensing and invoicing platform.

Quality Assurance Technician (September 1997 - April 1999)

. Created and executed SIT test cases and defect management for core

licensing/invoicing application for more than 6 large scale

initiatives.

Central Commissions/Contract Specialist/Client Service Coordinator (April

1995 - September 1997)

. Managed North American commissions for Sales personnel and performed

monthly contract specialist audits of commission packages.

. Engaged with Sales, Legal, Product teams to process new license

agreements for entitlement, revenue recognition and billing purposes.

. Managed customer inquiries on maintenance renewals, customer license

agreements cancellations, and co-terminus billing requests.

EDUCATION

BACHELOR OF Administration - Information Systems, Dowling College

Graduated May 2001

Honors & Awards: Business Honor Society, Graduated Magna Cum Laude

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