Project Manager Customer Service

Nancy Knapp

*** **** ****** • Huntington, NY ****3 • ********@*****.*** • 631-***-****

Project Manager / Senior Operations Executive

Strategic & Creative Problem Solving / Coaching & Mentoring / Interpersonal Skills

Critical Thinking / People Management / Technical Acumen

Dedicated, ambitious and client-centric leader with a 30-year record of achievement in effectively managing diverse teams. Able to successfully balance corporate directives and client deliverables in an effective manner to achieve completion of key initiatives. Possesses far-reaching experience in project delivery, including analysis, design, change management and acceptance testing. Drives successful communication within cross-functional teams comprised of personnel from varied backgrounds.

Areas of Expertise:

Strategic Planning and Implementation Written & Verbal Communication

Project Management & Collaboration Team Building and Leadership

Process Improvements MS Office Suite, Visio & SharePoint

Client Engagement & Negotiations EPM and HP Quality Center

Relationship Building ITIL v3 Certified

Professional Experience

Nielsen – Syosset, NY

Application Development Program and Project Manager (2011 to 2015)

Facilitated meetings with sponsors at all project phases; developed comprehensive plans to ensure delivery of key milestones within the project life cycle. Maintained an active registry of risks, issues, mitigation plans, change controls and enterprise project documentation. Managed project staff of developers, world-wide; developed deep relationships with a wide range of business partners from users to senior executives.

Selected Contribution:

Managed a project with an overall budget in excess of $3M; team consisted of developers, business and operations experts as well as architects and DBAs

oResources totaled approximately 25, between employees and contractors.

oProject delivered system modifications that altered the mathematical computations used to produce the output used by clients.

oProject resulted in retention of large clients and was key in winning new business.

Capital One Bank – Farmingdale, NY

IT Project Manager (2008 to 2011)

Oversaw all facets of the project life cycle for numerous endeavors ranging from server deployments to FIS application modifications and system retirements, as well as departmental moves and relocations. Managed staff and client expectations, along with project timelines. Maintained risk registry, mitigation plans, project plans and time sheets.

Selected Contribution:

Managed a large initiative to make client data anonymous within their Fidelity mainframe applications; done to comply with KYC federal regulations that, if not completed, would likely have resulted in government fees. Performed gap analysis, presented alternate solutions, validated requirements for accuracy and completeness.

JP Morgan Chase Bank. – Mineola, NY

Business Architect/Project Manager, Vice President (2004 to 2008)

Facilitated meetings with project sponsors to gather business requirements for application modifications; developed plans to ensure delivery of key milestones within each lifecycle. Engaged developers to work towards a technical solution that satisfied the needs of each LOB. Performed gap analysis; developed and documented detailed business requirements as well as user acceptance test scripts. Evaluated systems’ functionality and devised proposals for enhancements that increased productivity and eliminated redundancies.

Selected Contribution:

Managed a project driven by the Retail Bank to modify the customer data in support of changing federal regulations. Gathered requirements reviewed and approved design documents and engaged users to ensure final deliverables met the needs of the Bankers.

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Application Manager, Vice President (2000 to 2004)

Communicated with senior-level management to determine strategic direction; formulated proposals and presentations focused on system enhancements that met and exceeded objectives. Directed project-specific resources that enhanced application functionality reinforced by the FIS/Systematics mainframe. Liaised between system development, operations, training, communications and back-end support units. Managed queue for system modifications; acted as a subject matter expert, providing guidance on solutions for process and workflow improvements.

Selected Contribution:

Spearheaded an initiative to implement automated controls governing financial adjustments originating from customer inquiries and resulting in credits posted to accounts.

JP Morgan Chase Bank. – Jericho, NY

Call Center Support Systems Manager, Assistant Vice President (1995-2000)

Managed the daily operations of various call center support systems, ensuring adherence to service level agreements. Key participant in the design and implementation of a customized front end application. Authored IVR/VRU scripts; designed and developed new functionality, increasing customer usage and satisfaction. Developed process improvements to eliminate rework; streamlined processing to enhance the client experience. Managed application enhancement queues; responsible for the daily maintenance of system control files used to manage the functionality that interfaced with mainframe applications.

Selected Contribution:

Primary Retail Banking analyst engaged in the successful migration from heritage Chemical Bank mainframe to the FIS mainframe. Responsible for ensuring all necessary functionality was incorporated, tested and documented.

Additional experience as a Call Center Manager (1990 to 2000) and a

Customer Service Supervisor and Representative (1985 to 1990)

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