Customer Service Project Manager

Donna Remaly

Whitehall, PA *****

*******@***.*** 610-***-**** www.linkedin.com/in/donnaremaly

Business Analyst & Project Manager

Develop & Execute Tactics, Bolstering Profitability,

Operational Efficacy, and Client Satisfaction

Solutions-oriented with proven success in spearheading high-profile project initiatives. Visionary leader with aptitude needed to balance business analytics, strategy, and operational acumen to deliver value and fuel business excellence. Skilled in information technology, software deployment, compliance, quality, and training functions applicable across all industries. Coordinate and lead impactful performance between business and technical functions to drive critical initiatives. Catalyst for innovative and positive change. Possess detailed organization, time management, and business analysis skills, including, gathering requirements and writing specifications.

Core Competencies

Call Center Operations Process Design & Improvement Strategic Planning & Assessment

Global Operations Data Analysis & Reporting Project Discovery & Planning

IT & Operations Consulting Lifecycle Management

Technology Used:

Scrum, Agile, Waterfall Methodology, SharePoint, Jira, Microsoft Project, Microsoft Office Suite, Tableau, Salesforce.com

Professional Background

DUN & BRADSTREET, Center Valley, PA 2009 2017

Senior Director-Program Management 2015 2017

Devised global customer service vision and strategy across lines of business and call centers, developing personalized experience for clients, bolstering loyalty and retention within ‘Gold Customer’ population, and instilling multi-channel support models for tailored options.

Offered white-glove service and allowed for global consistency by rebranding customer loyalty program.

Worked in conjunction with cross-functional teams comprised of customer experience, sales, and business unit staff in developing long- and short-term service objectives.

Increased scope, scale, and overall impact across organization, developing service standards and establishing analytical insight and metrics.

Devised strategy for self-service options that covered both digital and social media efforts, reducing number of calls to team members to allow them to focus on higher level customer experience and increasing efficiency. Improved customer satisfaction score 5 points.

Enabled customer self-service and helped deploy single sign-on technology by overseeing and deploying issue management customer service portal with total annual client revenue in excess of $242M.

Senior Director Project Management 2010 2015

Provided leadership, mentoring, and coaching of project team members, business analysts, customer support, and training staff. Negotiated for resources, supporting multiple large global initiatives.

Drove productivity improvement, quality, and profitability across global customer experience organization and partner markets, developed and introduced global software solutions for internal lines of business e.g. governance, best practice, license management, strategy, development, and deployments for Global CRM Salesforce.com platform.

Reduced project failure rate 25%, managing timelines, budget, resource requirements, and service levels. Assured proper planning, documentation, and execution by delivering project management methodologies (Agile and Waterfall).

Drove process and productivity improvement opportunities, customer experience, and supported ongoing decision making by gathering and analyzing data using Six Sigma tools to identify trends and using business intelligence tools such as Tableau and Birst.

Donna Remaly *******@***.*** Page Two

DUN & BRADSTREET (Continued)

Increased user and customer experience and provided sustainable products by gathering requirements and documenting functional specifications for strategic projects.

Introduced organizational time management project, improving resource allocation and implementation of trigger-based task assignments.

Devised customer-facing scorecards that proactively provided insight into new business opportunities for sales and customer experience sectors.

Director, Sales Operations and Global Customer Program 2009 2010

Managed North America World Wide Network and acted as effective intermediary with partner markets, ensuring sales compliance with related global network protocols.

Improved effectiveness and efficiency of sales operations, working with business leaders on global compensation calculations, compensation plans, and metrics.

Drove process improvement opportunities in development and execution of corporate business standards for international customers and cross-market deal alignments.

Generated revenue growth for key customers by identifying global business strategies while simultaneously fueling efficient operations and solution delivery.

Enhanced customer experience and expanded worldwide revenue growth, creating and executing plan to influence business partners to unite in using best practices.

KGB USA, Bethlehem, PA 2007 2009

Call Center Operations / Program Manager

Managed domestic call centers across locations, ensuring service levels were met and key performance indicators (KPIs) were followed.

Provided leadership by mentoring, and coaching customer service representatives supporting directory assistance, operator services, pharmaceutical / pharmacy benefits, and centralized ordering operations.

Delivered forecasting, capacity planning, and staffing needs to global workforce team through data and analytics, using Six Sigma tools to identify trends and drive better customer experience.

Led process improvement team in assessing pharmaceutical and central ordering operations, cutting call processing times and enhancing quality percentage levels.

Drove process improvements, saving largest pharmaceutical client, cutting call processing times 20%, and increasing quality 11 points.

Boosted client servicing and satisfaction by effectively managing and spearheading expansion of customer care call center in Philippines.

Additional Professional Background

RAINMAKER SOFTWARE, LLC, Blue Bell, PA

Vice President of Operations

Director of Client Services

Implementation / Customer Programming Manager

Project Manager

Education & Credentials

Bachelor of Science (BS), Business Administration-Accounting and Marketing,

Slippery Rock University, Slippery Rock, PA

Certificate of Achievement, Six Sigma Green Belt, Villanova University

Certificate of Achievement, Customer Experience, Rutgers University

Board of Directors, BikeWorks nonprofit, 2012 2013

Took all required courses for PMP credential

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