Customer Service Project Manager

JANICE KESSLER

P R O J E C T M A N A GE R

**************@*****.*** 847-***-****

linkedin.com/in/janice-kessler-2145573 Evanston, Illinois P R O F I L E

Experienced and professional IT Project

Manager with over 13 years of

demonstrated experience monitoring

and leading project performance to

ensure company success. Familiar and

adept in developing scope statement by

identifying and defining needs of the

business stakeholders and creating

Waterfall or Agile project plans.

Motivated attitude and the ability to

collaborate with internal and external

stakeholders and fellow employees.

A R E A S O F E X P E R T I S E

• Project Management

• Software Development Life cycle

• Vendor Relations

• Change Management

• Supply Chain Solutions

• Process Improvement

• Customer Service

• Account Management

• Team Leadership

• Problem Solving

E D U C A T I O N

MBA, Executive Program

Northern Illinois University

DeKalb, Illinois

BS, Journalism

Northern Illinois University

DeKalb, Illinois

Six Sigma Green Belt

Lean/Lean Six Sigma Certifications

8D Automotive Industry

CSM certification – May 2020

P R O F E S S I O N A L E X P E R I E N C E

Senior Project Manager 03/2022 to Present

Aon, Chicago, Illinois

Reporting to the Chief of Staff and responsible for confidential analytics and reporting. Develop communications highlighting sales and customer service center success stories. The skill to work under pressure is necessary plus the capability to handle time critical requirements. There is a need to work with associates across the globe and have the understanding to be sensitive to the cultural differences.

IT Project Manager 05/2020 to 3/2022

INAP Corporation, Chicago, Illinois

The ability to quickly step in and learn a new process, team and deployment. First day on the job, started the NetSuite/Oracle deployment of ERP and Suite Billing Successful launch on time and on budget while using the tools of NetSuite, ServiceNow and Jira. ERP launch was completed in Q1, 2021 following customization between the NetSuite team and INAP Finance and Tax departments. This automation and accuracy allowed the corporation to avoid hiring additional headcount. The project automated the work streams across the entire organization. Current project is the separation of the Canadian and U.S. operations for data migration and processes. Delicate project using project management soft skills to keep all the team members positive and valued. IT Project Manager 11/2019 to 3/2020

Camping World, Lincolnshire, Illinois

Developed Proof of Concepts and design prototypes for requirement and design validation with the stakeholders and led teams in the execution of Salesforce projects. Collaborated with VPs, Managers, Developers, Vendors, and Administrators to streamline and manage resources, project execution, and reporting for the complex Salesforce portfolio. Implemented security and sharing rules at object, field, and record level and created roles for Support agents and managers. Worked on fitment analysis for categorization of all requirements according to complexity and implementation feasibility in Salesforce platform. Created various profiles and configured permissions for the business users according to the organizational hierarchy.

• Organized cost control measures and risk factor resolutions deploying Project Management (PM) methodologies.

• Delivered SalesForce.com projects across all lines of the business using Jira

…continued…

T E C H N I C A L S K I L L S

• MS Project

• Salesforce

• Clarity

• WMS / Red Prairie

• SAP

• Apttus

• Total Expert

• Jira

• Planview

• NetSuite

• ServiceNow

• Proactively built and maintained strong internal customer relationships; maintain consistent communication and manage revenue and customer needs by meeting project timelines.

• Formulated various operational features including reorganization of process flow and formulation of departmental best practices. Senior Project Manager, EPMO 10/2018 to 11/2019

Wintrust Financial, Rosemont, Illinois

Oversaw deployment of highly complex mortgage projects with aggressive timelines, tasks moving overseas with focus on financials. Managed strategic and tactical projects using onshore and offshore team members organized in a matrix environment. Led projects through all phases from discovery through deployment. Effectively managed complex and high impact projects with over $5M budget and a global team of 30 members.

• Actively Tracked internal and external project risks where each risk was graded for probability and impact. Implemented communication plan to escalated risks as appropriate.

• Implemented many process improvements to streamline system development life cycle and mentored others on new procedures. Implementation Leader 11/2015 to 10/2018

Network Services Corporation, Schaumburg, Illinois Managed 8-10 projects simultaneously to implement corporate accounts exceeding $1M. Partnered with sales team and business analysts to access and determine solution to meet client needs and streamline supply chain management. Worked with assigned accounts from a sales consultant prospective gathering requirements and ensuring all hardware and software deployments were completed within schedule and budget. Researched and analyzed complex information, developed and presented account recommendations to sales force, which facilitated business growth.

• Compiled project requirements for the development of Software Applications and Ad Hoc reporting, to include documenting stakeholder requirements and tracking milestones until project completion.

Prior Experience:

Salesforce Support Manager (2012-2015) Quest Diagnostics, Wood Dale, Illinois Salesforce Project Manager (2010 –2012), Nokia, Chicago, Illinois WMS Project Manager (2007-2010), Best Buy, Richfield, Minnesota Midwest Customer Service Manager (2003-2007), Best Buy, Chicago

Contact this candidate