Customer Service Manager
Resume:
Sheila D. Palmer, PMP
North East, Maryland 21901
(Cell) 302-***-****
(Fax) 410-***-****
*******************@**********.***
http://www.linkedin.com/in/sheilapalmer
Summary
Dedicated, well-organized operations management professional with background in customer service and
administration. Possess skills in metric management and key performance indicator to measure performance.
Understand Service Level Agreements as contractual requirements. Solid communication and problem solving skills
combined with excellent customer service and interpersonal skills.
Experience
IEM Disaster and Emergency Management 2014-Present
New York State Governors Office of Storm Relief
Operations Manager
Responsible to identify operational efficiencies to the current workflow process used by the Case Managers providing
guidance to homeowners who have suffered home destruction during Hurricane Sandy. Realigned the call flow at hour
separate intake sites to ensure calls are answered and returned. Define Customer Service guideline driving
improvements in Case Manager and Homeowner interactions.
ManTech International 2011- 2014
Program Management
Onsite Operation Center Manager/PPQA Senior Manager
An integral part of the SEC FSD team, providing exceptional support to the SEC customer. Leverages operational work
experience and knowledge to ensure FSD is efficient, effective and successful. Defines requirements of requests and
puts into operation with the ability to create repeatable results. Ensures reporting of data is Near Real Time (NRT).
Works with Government POCs to understand requirements and define various business processes. Responsible for
Perstat, Billet Roster, and travel. Provides quick turn around on the tasking from the SEC leadership and keeps
government personnel abreast of all issues in the field. Supports CMMI as the PPQA Quality Analyst conducting
audits on Process and Products throughout the organization. A part of the SEC FSD PI team that helped them achieve a
ML2 level for Services in January 2014.
Remedi Senior Care Baltimore, Maryland 2008-2011
Long Term Care Pharmacy
Order Entry Medical Records and Call Center Manager
Managed a team of 65 which included both Medical Records and Order Entry Pharmacy techs and Call Center staff
where poor quality can affect the lives of patients. Created measurements and improved team goals times from 18% in
December to 74% in May. Created and reported on operational key performance indicators to identify root cause of
problem areas.
JPM Chase Newark, Delaware 2004-2008
Operations Manager, GFM Message Processing
Worked within a Global team that moved in excess of three trillion dollars a day through the Swift network. Managed
an operations team that repaired messages that failed to deliver through straight through processing. In addition,
oversaw a team that researched and granted permissions for relations with other financial institutions. Measured team’s
and individual performance using operational key performance indicators according to banking standards.
Sheila D. Palmer, PMP
687 Shady Beach Road
North East, Maryland 21901
JPM Chase Newark, Delaware 1995-2003
Operation Manager Customer Care
Responsible for the day to day management of Customer Care operations for JPMorgan Chase Investment Bank, which
included 24 agents operating in a 24/7 worldwide market. Supported crisis management in September, 2001 for the 911
disaster in New York City that led to the bank being the first to trade when the stock market opened. Successfully led
the team to meet or exceed all service level agreements with JPMorgan Chase. Developed an 18 month project plan in
2002 to close the customer care center and transfer knowledge to IBM at the end of the contract. Effectively managed
crisis situations to successful outcome
Certifications
Thinking like a Customer, December 2000
Six Sigma Green Belt, November 2003
PMP Certification, May 2005 Current
Advanced Management Systems Managing Operations March, 2007
Maryland Board of Pharmacy Certified Pharmacy Technician, April 2010
CMMI for Services, May 2011
CMMI Scampi Appraisal Team Jun 2012
CMMI PI Team, Achieve ML2 Rating, Jan 2014
Affiliations
Project Management Institute
Education
B.S. Computer Information Science 1989
Utica College of Syracuse University
Utica, New York 13502
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