Project Manager Call Center
Resume:
************@*****.***
Jannette Jorgensen
Summary of Qualifications:
Enterprise Program / Project Manager with over 20 years of IT deployment expertise, both domestically and internationally
Experienced in software product management, scope planning, writing business cases, functional and technical specifications, conducting product demonstrations, interfacing with customers and managing development teams
Managed large scale integration programs with budgets from $1M – $300M
Extensive background as key participant e-commerce product development, web development, project management, database migration, software testing and certification, international implementation, and organization of worldwide product support
Comprehensive experience in implementation and management of projects throughout the full life-cycle
Provided leadership to client executives and built mutually beneficial, long-term relationships
Strong working knowledge of CMS, data warehousing and SDLC
Extensive experience in planning budgets, allocating resources, and conducting employee reviews
Possess strong multi-lingual skills, extensive experience interfacing with international clients
Comprehensive understanding of internet technology and their applications in a business environment
Knowledge of Project Management Methodologies and Processes:
PMBOK – Project Management Body of Knowledge
AGILE
SIX SIGMA
WATERFALL
Professional Skills:
Execute multi-tasking and time management skills while supporting multiple products/projects
Effective verbal and written communication skills with both technical and non-technical audiences to determine requirements and optimal solutions
Provide and implement recommendations regarding strategic direction based on customer markets and current technology
Strong business vision, strategic thinking and superior analytical and problem-solving skills
Professional Experience:
Premiere Technology (Kansas City, MO) // PRO Unlimited
Consultant/Sr. Enterprise Program Manager (Kansas City Railroad) 11/2015 – Present
Deliver and offer both technical and business process solutions on a company-wide scale including but not limited to (Technology, Finance, Legal, Tax, Sales & Marketing, Operational, Mechanical and Engineering)
Provide detail and high-level communication at the Executive C-Level (CFO, CIO, CTO, CEO), identifying risk and providing actionable, mitigation plans.
Responsible for, and manage multiple complex programs/projects simultaneously.
Committed to the company’s core mission and strategic objectives, during program selection and throughout the implementation process.
Lexmark, Lenexa KS
Consultant/Sr. Project Manager 6/2015 – 11/2015
Strong, comprehensive and active skillset in program, vendor, application management, and business analysis/processes
Constantly seeking to optimize applications, resources, and opportunities in order to maximize return on investments
Responsible for the successful project/product deployment within budget, while maintaining and managing all vendor and client relationships
Initiates and negotiates vendor contracts, manages the integration of vendor tasks, and tracks and reviews vendor deliverables.
Assurant, Kansas City MO 11/2013 – 5/2015
Consultant/Program Manager
Takes projects from original concept through final implementation. Interfaces with all areas affected by the scope of the project including end users, computer services, and client services and vendors
Defines project scope and objectives, develops detailed work plans, schedules, project estimates, resource plans, and status reports, conducts project meetings and ensures adherence to quality standards and reviews project deliverables
Conducts project meetings and is responsible for project tracking and analysis. Ensures adherence to quality standards and reviews project deliverables.
Blue Cross Blue Shield Kansas City, Kansas City MO 9/2011 – 10/2013
Consultant/Program Manager
Continuously improve project management tool knowledge and methodologies and champion the use of both within the company, setting the standard for others to follow
Provides expertise and consulting to project managers in the process of project management and in the softer skills of team dynamics, team building and motivation
Provides project management leadership and expertise, and ensures adherence to quality standards and project deliverables
Participates in business and technology planning, and ensures adherence to best practices and approved technologies
VML, Kansas City, MO 4/2010 – 9/2011
Consultant/Sr. Project Manager
Manages and is responsible for multiple projects in tandem, with aggressive time-lines and million dollar budgets
Communicates progress to Executive Management while also effectively communicating to to the team through all work-streams (technical, marketing, design, sales, business)
Motivates team to deliver on time and within budget, ensures a continuous momentum throughout the project lifecycle.
Responsible for deployment of various company initiatives, in alignment with KPI
Responsible for managing the restructuring and redesign of an enterprise level client site.
Integrate suite of compute/infrastructure products into a coherent portfolio of products and drive articulation into the market and existing customer base
Responsible for all facets of management, resource allocation, budget, SDLC, marketing, vendor relationship, user experience testing, team evaluation
Assist in defining enhancements to existing products and when/how to sunset products and services
Help establish pricing models based on market acceptance, competitive and margin criteria
Define buyer and user needs and requirements and develop product and project plans accordingly
Discover problems in the market by interviewing customers, recent evaluators, prospects, press, analysts, trade shows and account visits
Collaborate with other teams to develop solutions for the needs of the customers (existing and future)
Validate urgent problems to show their pervasiveness in the market; size markets, and define new market opportunities
SwissRe, OP, KS 6/2007 – 1/2010
Sr. Program Manager
Managed large and complex data migration including all components of Software Quality Assurance (SQA) for both financial and re-insurance business entities
Responsible as single-point of contact at a global level (USA, Canada, Switzerland, England, Korea, Malaysia, New Zealand, Australia, India) for multiple re-insurance departments including – Technical Accounting, Commercial, Underwriters, Retro, Finance, IT, Controllers, Marketing
Responsible for all-inclusive Program Scope Management, and ensuring the scope definition includes all critical components – scope statement, constraints, assumptions, work breakdown structure, and program charter to name a few
Execute due diligence in a comprehensive Planning Process – Scope Planning, Quality Management Process, Resource Planning, Time Mgt, Cost Mgt Planning, Communications Plan, Risk Mgt, and Procurement Mgt
Ensured timely resolution of application discrepancies within the SwissRe Production Support environment
Experience in objectively reviewing various domestic, international, and global processes and providing a collective improved streamlined process guidelines for the purpose of optimizing operations
Managed and ensured that all necessary data was captured and accessible in CMS for the integration of various business applications
Facilitated daily communication to global team resources using Microsoft PowerPoint, Excel, Word, Access, Lotus Notes, Interwise, Web Base Conference (WBC)
Comfortable and successful in highly visible projects and thereby, executing presentations including detailed reports and weekly status to upper-level executive management
SPRINT, Overland Park, KS 4/2006 – 2/2007
Consultant – Information Technology Project Manager (IT PM)
Responsible for the migration of production, development, test and staging servers from Lenexa, KS to the Dallas Data Center within a pre-determined limited time constraint and maximizing on global resources
Saving Sprint hundreds of thousands of dollars in hardware, software, leasing and maintenance cost
Working experience with Sprint DRIVE process and deliverables during implementation, testing and overall project
Managed optimal migration methods for high availability business applications
Analyzed the project environment, clearly defined project objectives and deliverables; thereby, creating the various tasks and work structures for a successful project deployment
Worked closely with Stakeholders to ensure sign-off and agreement on Scope Planning and Project Deliverables
Fulton County, GA, Atlanta, GA 10/2003 – 4/2006
Sr. Consultant
Responsible for the successful deployment of Fulton County, GA Financial System, Budget, and Human Resource payment system
Facilitated and coordinated short and long term budgetary, resource, and technical plans Fulton County
Managed and trained the Fulton County Call Center on the AMS process and application
Managed large-scale software integration projects, inclusive product development, usability tests, hosting environments, and third-party entities
Ensured Total Quality Management (TQM) during the integration of AMS and the retrieval of data resident in CMS data warehousing
Demonstrated project management capabilities enabling an effective leadership role for large scale change management engagements; extensive Workforce and Resource Management throughout the project
AgentWare Inc., Atlanta, GA 4/2002 – 9/2003
Director – Client Relations
Responsible for the overall account management and customer service activities with current and potential client-base
Managed the call center to ensure client’s technical and functional questions were adequately addressed and resolved
Increased sales and productivity by 40%
Integrated UML processes for development and successful Quality Assurance Testing
Implemented project management, life-cycle deployment and customer feedback integration processes; resulting in increased customer satisfaction by 85%
Initiated a self-generating sales and marketing program to solicit corporate leads and fulfill contractual agreements
Effective in delivering innovative solutions for complex business issues through the efficient use of structured methodology, technology and resources
R.P.C. Inc., Atlanta, GA 10/2001 – 3/2002
Consultant
Solely responsible for the Telecommunications infrastructure and vendor selection on behalf of the company.
Wrote a Telecommunications RFP, negotiated contracts, SLAs, and cost, resulting in a 23% savings and a robust infrastructure
Developed metrics which were used to determine the level of network efficiency and duplicitous efforts, which resulted in the use of empirical data to assess network expansion and rebuild
Wrote scripts against their monitoring system to determine CIR increase, up-time, and data transactions, responsible for maintaining the network.
Qwest Communications, Atlanta, GA 6/2000 – 9/2001
Sr. Project Manager/Acting Director
Originated and developed executive relationships thereby, securing additional sales revenue
Directly responsible for acquiring business that resulted in 70% of revenue stream for the South region
Consistently delivered projects within the targeted timeframe while achieving the required profit margin goals in my leveraged plan
Responsible for implementing technical strategies, resolving business issues, and developing risk assessment plans
Assembled and managed web development teams that design and develop websites, consisting of dynamic pages, profile based personalization, content management, IVR/VRU online integration, call centers, proprietary reporting systems, and hosting cyber centers
Conducted project and team performance reviews, career management, and negotiated employment contracts
Priceline.com, Atlanta, GA 5/1999 – 6/2000
Sr. Project Manager
Served as the liaison between Priceline.com’s programmers and the technical contacts external to the company regarding project planning, scope definition, data requirements, interface specifications, total quality management implementation and customer service alliances
Implemented risk management plans through the project phases
Communicated at executive management level regarding project status, budget, margins, and timelines
Worked with outside programming resources, managed and tracked multiple projects through completion
Quality Assurance Manager
Responsible for all activities related to application testing, product certification, installation scripting, and product delivery for all production software
Lead requirements management efforts through application development, testing and launch phases
Published user cases, test plans, identified the critical success factors and certified the application components
Managed revisions, upgrades, enhancements and versions through product life-cycle
Responsible for analysis of quality problems detected through audits and measurement reports
WORLDSPAN, LP, Atlanta, GA 10/1988 – 5/1999
Sr. Project Manager
Managed one of Microsoft’s $300M projects (EXPEDIA), from its origination to product implementation and enhancement consultation
Responsible for the entire SDLC – Scope Definition, Planning, Analysis, Design, Implementation
Worked with the users, developers and stakeholders during the web design effort, ensuring ergonomics were addressed and implemented
Managed and responsible for the vigorous testing of CMS integration and access of data was for the Expedia Application
Monitored project progress, documented and reported project status to Vice President of International Operations and Vice President of Distributed Product Development
Compiled customer requirements, provided mainframe and product navigational guidance
Implemented and managed customers’ global products with market penetration in remote locations via international points of sale
Generated project plans and weekly progress reports to client and executive management
Business/Systems Analyst
Wrote and published detailed functional design documents and developed prototypes which defined customers’ technical requirements
Provided direction and assisted developers with their technical specifications and infrastructure documents
Prepared specifications for programming staff, and coordinated resolutions to technical and functional issues
Developed test plans to ensure product reliability
Computer Skills:
Languages, Databases, Platforms: ORACLE9i PL/SQL, C ++, HTML, ASSEMBLER, BASIC, SMARTS, ACCESS DB, SQL DB, Windows NT, UNIX, AS 400, Tandem Auxiliary Processor
Software: ABT Results Management Tool Suite, Project Management Workbench and Repository Manager, Microsoft Project 2000, Visual Source Safe, Microsoft Office Suite, ABC Snap Graphics, Visio, WinRunner Suite, ServicePort/Portera, MS WBS and Chart Pro, Project KickStart, World Vision JD. Edwards, PeopleSoft, Interwoven, Event Monitor, ACT 2000 DB 5.0, Visual Intercept Manager 1.1, SAP, Image Now, Capture
Language Skills:
English, Spanish, French – verbal and written
Italian - verbal
Educational Background:
Bachelor of Science in Political Science, Kennesaw State University - Kennesaw, GA
Certificate – Oracle 9iPS/SQL
Certificate – 7 Habits of Highly Effective People
Certificate – Mediations: Alternative Methods
PMP Certified – Pending Test
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