Project Manager
Resume:
BRIDGET ANDERSON
Woodstock, GA **188
**********@*****.***
linkedin.com/in/bridgetandersonatl
SUMMARY OF QUALIFICATIONS
Customer-oriented Project Manager with proven experience in the Telecommunications and Financial Services industries. Known for implementing multiple projects throughout all phases of the lifecycle with a high degree of quality that exceeds customer expectations. Adept at building and maintaining strong relationships to accomplish business goals. Leverage excellent verbal and written communications to effectively mitigate vendor and customer issues.
Core Competencies:
* Project Management
* Delivery and Deployment Strategy
* Coaching, Training, and Mentoring
* Organization and Administration
* Relationship Building
* Problem Identification/Resolution
* Process Improvement
* Communication Skills
PROFESSIONAL EXPERIENCE
DIGITAL INSIGHT (NCR Corporation) - Norcross, GA 2005-2014
Professional Services Project Manager
Implemented online banking products to small and medium-sized financial institutions. Managed and coordinated resources from cross-departmental teams to schedule, install, test, and deliver contracted products within scheduled timelines.
* Organized and planned projects, providing customers with a clear vision of task responsibilities and timelines. Identified risk to projects and developed an appropriate mitigation strategy.
* Provided weekly updates, follow-through, and exceptional customer service to clients.
* Consistently delivered strong, timely results while working with the technical support team to complete setup and resolve any customer issues. Achieved product delivery baseline of 100%.
* Reduced inefficiencies in workflow by 15% by creating and maintaining standard operating procedures, checklists, and talking points for various products.
* Chosen by management to serve as Product Subject Matter Expert and Knowledge Base coach providing guidance and mentoring to peers.
* Worked with Product Team to ensure new product offer was supportable from an implementation perspective and provided viable solutions for unsupportable terms.
* Served as a liaison between the vendor and other PMs to ensure quality implementations of products. Brought a key vendor in for employee training at no expense to the company.
* Presented Spotlight awards for three straight quarters of average customer satisfaction over 9.00.
AT&T CORPORATION - Atlanta, GA 2000-2004
Project Manager - Service Delivery
Managed multiple implementation projects throughout the lifecycle. Communicated and coordinated with international distributors to ensure projects were delivered on time and within budget. Moved to AT&T with the dissolution of Concert, a global venture of AT&T and British Telecom.
* Planned and implemented the installation of multiple Frame Relay ports and PVC's within a demanding timescale.
* Updated multiple database applications (SOTS, USRP, USRP-I, GEDB) to reflect the progression of milestone activities. Generated reports for management feedback and communication of status.
* Improved customer satisfaction by providing status reporting to customer and project team via weekly conference calls.
* Took responsibility for the first zero mile access project for the center and successfully activated an ATM network.
* Scheduled and coordinated daily activation conference calls between the customer, international distributor, and AT&T technician within a 24/7-team concept for successful frame cutovers.
* Co-wrote an OMDB Users Guide for the Service Delivery team where none existed previously.
CONCERT (a global venture of AT&T & British Telecom), Atlanta, GA 1999-2000
Project Manager/Team Lead
Began as a Customer Implementation Specialist and quickly recognized for outstanding performance through promotion to Team Lead, then Project Manager. Tracked international distributors and vendors provisioning of service and escalated issues that jeopardized on-time delivery of access.
* Improve customer service by working with AT&T technicians to troubleshoot failed activations that caused customer downtime. Reduced cycle time of activations by 10%.
* Coached and mentored Order Managers to resolve issues and improve provisioning metrics. Implemented objectives that positively influenced performance ratings.
* Partnered with external consultants to develop training curriculum, methods, and procedures for Order Managers.
RELATED EXPERIENCE
IBM CORPORATION
Administrator Specialist
Served as liaison between IBM Business Partners and Program Manager. Negotiated annual contracts and fee structure for IBM Business Partners and built and maintained good rapport by responding to customer requests and resolving complaints. Implemented plan to ensure faster collection of accounts receivable and provided management with timely and accurate measurement records.
EDUCATION/PROFESSIONAL DEVELOPMENT
Completed Project Management Professional (PMP) Certification Course
Southern Polytechnic State University - Marietta, GA
Bachelor of Science, Counseling & Guidance - University of Louisville - Louisville, KY
Post Graduate work, Clinical Therapy - Spalding University - Louisville, KY
TECHNICAL SKILLS
* PFM Applications: Quicken, QuickBooks.
* MS Office Suite: Word, Excel, PowerPoint; MS Project; Outlook.
* Pivotal; Quickbase.
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