Customer Service Project Manager

Charlene Moon

*************@*****.*** • 678-***-****

GA, 30680, US

Summary

Innovative, results-driven professional with progressive experience in financial services. Demonstrated success in driving project management lifecycle from initiation, planning, and execution to monitoring/control and closure.

Education

Bachelor of Science in Business Administration; Concentration in Project Management

Purdue University, Lafayette, Indiana

Present

Bachelor of Science in Business Management

University of North Georgia, Dahlonega, Georgia

1989

Certifications

Certified Scrum Product Owner

(Scrumalliance.org)

Certified Scrum Master

(Scrumalliance.org)

Languages

English, Native

Technical Proficiencies

Version One

MS Project

MS Teams

JIRA

Confluence

Agile

MS Office

Implementation

Qualifications Summary

●Consistent record of developing project schedules, estimating costs, monitoring work progress, and strategizing project requirements and test plans.

●Possess solid strengths in operational excellence, process improvement, Python, Change Management, Agile, Waterfall, Jira, Android/iOS web app development Confluence, change management, business analysis, customer service, and business management, workflow analysis. (SPRINT Planning and Retrospectives)

●Exemplary communication and interpersonal skills; ensure the ability to build strong relations with customers, stakeholders, coworkers, and top management

●Collaborative approach to decision-making on teams

●Thrive in challenging, fast-paced, and high-pressure environments by utilizing outstanding problem solving and organizational abilities.

●Excellent facilitation and leading planning meetings

●Competent leader: build, train, manage, and motivate cross-functional teams to achieve individual and collective goals

Career Experience

PNC Bank, Pittsburg, Pennsylvania

Project Manager II (2022 – Present)

Collaborated with Capital Markets technology team on multiple projects to effectively and efficiently deliver a strategic advantage for the bank.

Managed projects with budgets of over 1.4 million.

Developed strategies and processes, resource allocation/management and budget tracking.

Facilitating the preparation of release and sprint goals.

Handle all communication with various business partners both onshore and off shore.

Assessed and managed all risks associated with the business objectives and activities to ensure strict adherence to the risk management framework.

Primerica, Duluth, Georgia

Senior Project Manager I (2011 – 2022)

Set a benchmark of excellence by leading multimillion-dollar enterprise software applications within time and budget constraints. Plan and design technical solutions in close collaboration with IT teams. Identify and meet project requirements for software applications development and Ad Hoc reporting. Formulate and examine proposals for new projects by interfacing with stakeholders. Deliver advanced technical expertise to support operations team. Evaluate and mitigate complex risks using appropriate course of action. Foster lucrative relations with customers.

●Completed projects within budgets of 11M via collaboration with 15 developers.

●Create and managed key project deliverables including, financials, budget, scope, and any other necessary documentation.

●Steered execution of several b2c projects in compliance with set guidelines.

●Established and met 91% of project deadline, budget projections and worked across cross-functional teams to ensure the project was properly resourced.

●Managed development of tracking tools used by 500 external users, resulting in 25%-time savings.

Senior Business Operations Analyst (1993 – 2011)

Primerica, Duluth, Georgia

Accomplished bottom-line results; streamlined operations on regular basis for licensing coaches. Carried out comprehensive research, scrutinized data, and introduced innovative project ideas and recommendations for field education team. Managed business processes by creating, deploying, and overseeing key procedures.

●Saved business 1.2M annually; steered improvement across business unit due to project implementations.

●Increased customer satisfaction level by 25% over 9-month period with service enhancements.

●Improved efficiency by 27% through development of innovative work processes.

●Oversee and identify project requirements along with potential bottlenecks

Assistant Manager – (2002-2017)

The Gap, Buford, Georgia Sales, distribution and flow

Assisted with the store re-model; handled floor/flow changes including all window changes. Managed personnel and handled any discipline issues. Worked with our Loss Prevention on more effective tactics of reducing theft by 8%.

Increased customer satisfaction scores by 12 % through enhanced training with associates.

Handled onboarding of new associates and led training for the team.

Coordinated and processed shipment, damage/defective merchandise, and in-store transfers to other stores.

Managed a team of 12 associates.

Senior Airman (1989 – 2002)

United States Air Force, Elmendorf AFB, AK

Promoted early to the rank of Senior Airman through a competitive process of board review. I served the first 5 years in active duty, the remainder of my time I was in the reserves.

A leader to 5 lower ranking airmen, responsible for technical training and personnel issues.

Worked with the commander of the squadron on onboarding new troops to the unit.

direct experience in managing the development of websites or full website redesigns in an agile environment

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