Loan Processor Content Coordinator

Tracy Smith

***** ******* ***. 952-***-****

Lakeville, MN 55044 *****.*******@*******.***

Skills:

Global Project Manager

Marketing

Voice of Consumer

Innovation

Fundamentals of Digital Marketing- Google Certified

Campaign Manager Certification Exam- Google

Agile

Scrum Master

Work Experience:

Blue Cross Blue Shield of Florida – IT Incident Project Manager June 2022- Present

Coordination of incidents reported by customers and users: - coordination of resolving Driving an incident to resolution.

Documenting key actions and events during the conference call

Sent notification to senior leadership of current status and impact.

Ensure proper escalation procedures are followed and correct support teams are engaged.

Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if impact increases.

Work with all parties and engagement of technical teams, - leading incidents to fast resolution, - owner of the escalation process, - owner of the major incident management process, - managing Emergency incidents with high business impact, - continuous contact with customer's business representatives, end users and 3rd party vendors.

Reporting: - preparing reports related to statistical data for incidents, - post incident review, - quality analysis, - tracking and reporting the life path of ongoing incidents.

Change and Problem management: - work closely with respective change and problem management teams on organization of changes with the focus on high availability and quick maintainability of services, - coordination of change related incidents ensuring the fast restoration, - collaboration with problem managers in order to determine the proper root cause analysis

Symphony AI Digital Manufacturing - Project Manager April 2019- May 2022

Manage project budgets ranging from $185,000-$300,000

Manage project delivery in 9 countries globally

Improve customer relationship by improving satisfaction

Manage project timelines ranging from 2 months – to 3 years

Provide monthly resource forecasting

Manage team members weekly assignments and priorities

Increased billable IT hours by 50% with broader project scope including additional BU coverage

Decreased amount of time to bill customer from 45 hrs. to 20 hrs. a month via process improvements

Oversee customer project implementations

Write blogs for internal Marketing teams, on what it’s like to be a project manager in Savigent

Gather and provide architecture diagrams to Solutions Architect so they can provide a project estimate to client based on complexity of solution design

Manage scope for project SOW and change requests

Thomson Reuters - Content Coordinator September 2018 – March 2019

Review and manage content blogs

Contribute to Lawbuzz Project to gain Facebook Administrative access from clients

Manage and facilitate realignment of workload for content writers

Co-facilitated in development of project metrics for Management

Polaris Industries - Project Assistant - Post Sales November 2016 - September 2018

Manage and schedule on-site inspections for post sales surveillance

Facilitate meetings with Product Group leaders and VPs to deliver weekly reports on trending potential issues identified by Post Sales operations

Provide customer resolution- includes calling consumers, transferring vehicles, replacing unit or providing customers with a credit, and obtaining final documentation

Prepare reports for Consumer Product Safety Commission (CPSC)

Work with dealers on resolution for safety claims

Administrator for SharePoint site

Co-facilitated in developing the Post Sales surveillance workflow

Implemented manufacturing health checks on units we do on-site investigation for

Polaris Industries – International Project Assistant April 2013 - November 2016

Global travel to India, Brazil, and Switzerland working on multiple new business initiatives to bring Polaris’s products to emerging markets

Project Assistant on first ever international joint venture in India with Eicher Motors/Polaris

Started production and sales of Indian Motorcycle brand in Brazil

Prepared new international program unit cost tracking

Acting Project Leader for Value Improvement Process - central corporate cost reduction team

Review and maintain budget and labor accounts

Obtain quotes from vendors

Develop, listed, and maintained part numbers for new products

SME for Implementation for product Life-cycle management (PLM) system

SME for SAP Implementation

Run and track BOM metric audits

Facilitate purchasing meetings

Project manage change control board meetings

Manage all shipping requests

Assist Managers with budget reports

Drive proto-type parts fabrication for new product design

Polaris Industries – Project Assistant – Power Train June 2012 - April 2013

Prepare documents for new dyno test requirements

Prepare monthly TIR closure meetings

Send out 60-day test plan

Prepare and send out project status slides

Responsible for writing test outcomes/reports

Previous Experience:

Snowmobile Demonstration Tour – Marketing Coordinator December 2010 – March 2012

Polaris Industries - Production Team Leader July 2010 - June 2012

Wells Fargo/RHI - Home Mortgage Loan Processor November 2009 – April 2010

Education:

University of North Dakota - Bachelor of Business Administration

University of St. Thomas – Certified Professional Project Manager

Computer Skills:

WordPress, BPM, Wrike, Microsoft Word, Excel, PowerPoint, Access, Publisher, Salesforce, TaskRay, Iron Mountain, SAP, AS400, SharePoint, Microsoft Project Management, Teams

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