Project Manager Customer Service

Kathy M. Taylor, PMP

PO Box ****, Newton, NJ ****0 ( 973-***-**** ( ******@*****.***

Summary

Accomplished Project Management Professional (PMP) with 15+ years of

experience in providing highly effective leadership for complex technical

initiatives and implementations. Exceptional problem solver and multitasker

skilled at developing innovative solutions to enhance performance,

streamline operations, and meet or exceed project objectives. Consummate

business and technical analyst adept at utilizing solid SDLC knowledge and

advanced knowledge management, system testing, and data validation skills

to complete challenging projects within tight schedule and budget

constraints. Proficient communicator and public speaker with a proven

ability to train and motivate top-performing teams, maintain valuable

professional relationships, and consistently deliver high-quality customer

service.

Proven competencies include:

. Project Management - 351006

. Relationship Management

. Team Leadership

. Strategic Planning

. Business Analysis

. Information Technology

. Budgeting

. Knowledge Management

. System Testing

. Data Validation

. Problem Solving

. Presentations

. Communication

. Agile Methodologies

. SDLC

. Compliance & Auditing

. Documentation

. Customer Service

. Process Improvement

. Employee Training

. MS Office & Project

Professional Experience

Cover-All Technologies, Morristown, NJ 2013 to June 2014

Implementation Project Manager

Drive delivery and implementation of software systems for property and

casualty insurance clients. Utilize agile implementation methodology for

multiple clients concurrently. Serve as primary client contact during

entire project life cycle, including project management, problem

resolution, presentations, status reporting, account billing, and tracking.

Determine client needs, develop solutions, and manage project execution.

Private Family Estate 2013

Project Manager/Property Manager

Served as assistant manager of private family estates and family commercial

property business. Functioned as executor and handled property taxes and

lawyer interaction.

Aon Insurance, Newton, NJ 2010 to 2012

Project Manager

Managed multiple national accounts to achieve strategic organizational

objectives. Implemented 12 Risk Management Information Systems and Health

Bill Review Systems for new and existing Fortune 500 clients, with revenue

up to $3.5M. Oversaw implementation and delivery schedule, full system

testing, budget, resourcing, report training, cost control, change control,

data validation, status meetings, and risk management. Delivered

presentations to senior management and team to review project status,

risks, milestones, objectives, action plans, budget, and schedules.

Maintained Sarbanes-Oxley and auditing compliance. Built credibility,

rapport, and proactive communication with stakeholders at multiple levels.

Selected Accomplishments:

. Addressed and resolved various project challenges, resulting in

additional 6 new upsell projects.

. Ensured continuous alignment of program scope with strategic

objectives and offered recommendations to achieve business result or

strategy.

Selective Insurance, Branchville, NJ 1997 to 2010

Project Manager - Surety and Fidelity Business Manager (2006 to 2010)

Completed business process re-engineering. Devised new strategies and

initiatives for systems by partnering with internal and external teams.

Monitored department's auditing compliance (e.g., Sarbanes-Oxley),

including testing, documentation, senior management sign-off, and internal

auditing compliance. Created and conducted training programs for department

of 25 local and remote users. Coordinated system business-to-business

exchanges with multiple external vendors.

Selected Accomplishments:

. Established new procedures, resulting in increased productivity and

more efficient resource utilization.

. Streamlined company operations, identified ways to achieve effective

releases, eliminated waste, and reduced internal expenses, resulting

in clearer specifications and improved quality of implementations to

goal of zero defects.

. Managed integration of surety data into corporate business

intelligence database (Cognos and Informatica), resulting in

development of 25 new users' reports, both interactive and static.

. Designed and initiated new surety small contractor program, doubling

small contractor premium in 6 months, reducing agency workflow

redundancies, and implementing financial institutions' business-to-

business exchange for quicker underwriting decisions.

. Developed ongoing surety leads and cross-selling program, resulting in

immediate premium growth and increased customer retention for

approximately 750 agents.

IT Application Manager (2000 to 2006)

Supervised 7 employees, including senior programmers and documentation

staff. Managed multiple business systems and projects such as corporate

legal system, help desk, asset management, payroll system, labor hour

tracking system, and insurance forms. Developed initial ITS SOX

documentation and testing grids, tested and documented all key controls,

and communicated updates to senior management. Worked with outside auditors

on annual reviews.

IT Application Programmer (1997 to 2000)

Provided programming updates, enhancements, and fixes for primary premium

tracking reporting system. Utilized internal controls to bring together

financial accounting staff members.

Prior Experience

Prudential Insurance

IT Application Programmer

CICS & Cobol Programmer

State Farm Insurance

Loss Control Representative

Education & Certifications

Certified Project Management Professional (PMP)

Master of Business Administration - University of Phoenix

Programming Certificate - Chubb Institute

Bachelor of Science - Seton Hall University

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