Project Manager Call Center

SARA JORDAN

856-***-**** (c). 856-***-**** (h). 856-***-**** (home office)

E-mail: **********@***.***

EXPERIENCE SUMMARY

AREAS OF EXPERTISE Energetic, innovative, and driven Project Manager accustomed to developing processes and policies for both technologically and operationally to improve turn-around times, revenue, functionality and customer experience in financial and pharmaceutical industries. Excellent follow-through to ensure Milestones and Timelines are met and Statements of Work (SOWs) and Service Level Agreements (SLAs) are adhered to. A career built on leading diverse teams both domestically and internationally on technology rollouts, system upgrades, migrations, product and tool development, rules and regulations, business requirements, presentations, reporting, tracking, scheduling and escalations. I am highly comfortable interacting with senior leadership, clients, third party vendors and other members of staff. A proven Project Manager and leader accustomed to navigating through large organizations and managing the inevitable challenges and changes that arise from working with global organizations. Proven skills in motivating teams at all hierarchical levels. Known for thinking “outside the box”.

Leadership ~ Project Management ~ Relationship Management ~ Coordinating ~ Portfolio Management ~ Resource Management and Allocation ~ Enterprise Asset Management ~ Reporting ~ Business Intelligence ~ Training ~ Analysis ~ Development ~ Continuity of Business ~ Problem Solving ~ Procedure and Policy Development ~ Management Information Systems ~ System Integration ~ Hardware and Software Development and Roll-out ~ Work Breakdown Structure ~ System Migration ~ Use Case ~ Presentation ~ Content Management ~ Test Objectives ~ Logistics ~ Cost Reduction ~ Innovative Process Creation ~ Process Improvement ~ Entitlements ~ Business and Technical Requirements ~ Release Management ~ Change Management ~ Web Content Management ~ e-Commerce ~ Documentation ~ Global Compliance ~ Anti money Laundering (AML) ~ Compliance – Dodd Frank ~ Vendor Management ~ Negotiations.

EXPERIENCE

NTT Data 09/2021 to Present

Remote

Lead Digital Consultant/Program Manager. Leading the management, direction, administration, quality assurance and leadership of the Client's Salesforce implementation. Define program level resource plans. Direct the efforts of others and provide oversight into all aspects of program delivery at both the strategic and operational levels. Track LFM (light financial model) to manage project resources and budget. Manage client relationship. Define business objectives for the program and assist the client in the preparations and definition of their business objectives. Assist in making complex decisions for the program and the client. Assist in planning, directing, communicating, reporting, and control the overall management and operational functions of Salesforce implementation initiatives.

Comcast

Philadelphia, PA 03/2020 to 09/2021

Enterprise Program Manager for the Orion Program for the building out and expansion of Mid-Market product offerings and services for Enterprise level Customers. Managing product development from Proof of Concept to global availability. Managing across all teams i.e. Sales Marketing, Finance, Development, Strategic Pricing, Development etc. via an Agile Product development lifecycle to ensure delivery of these products and services. Key responsibilities are managing resources, stakeholder assessment, strategic decisioning, coordinating and product management and product development. Key collaboration with Strategic Blue-Print Team, PMO, third party vendors, multiple Lines of Business i.e. Sales, Marketing, Finance, Operations, IT/Architecture/Development and all the respective SMEs.

Campbell’s Soup Company

Camden, NJ

06/2019 to 02/2020

Program Manager for Workforce Technology Team responsible for Synders Lance migration to Campbell’s Soup Company after Campbell’s acquisition of Synders Lance. The Program consists of managing the following Teams: SharePoint, Member Servers, Citrix, PC Migration, SCCM, Skype Room Enablement, Skype Network Assessment, Sterling OMS, Application Testing, and Active Directory. Used Workforce Management to allocate time and manage the budget for our staff and any other resources supporting our initiatives, namely Snyder’s Lance - to - Campbell’s migration.

Philadelphia Gas Works

Philadelphia, PA 09/2015 to May 2019

Project Manager within the Information Systems department responsible technical and Financial Projects Currently managing the following projects:

VoIP (Telecommunication initiative) company-wide implementation (2.4 MM) of all AVAYA phones, which include the Montgomery Complex headquarters and its Call Center, District Offices, and Plants. Third party vendors include Avtex, Verizon, NICE, Kubra, AT&T, Microsoft, 911 ETC, CDW, CTI. Polycom, Network Systems, INOVA, GBH, Mood Media and MTM. (Information Services)

Fleet Management Software upgrade and development project for Oracle/GL interfaces for Parts, Labor, Fuel and Reporting. (Supply Chain)

Affordable Care Act initiative involves the creation and distribution of W-10 Forms to all existing and retired employees before 2/28/16. Meeting this due date ensures Government Compliance. (HR)

Virtual Desktop Implementation project which is the virtualization of all PGW desktop clients so that all data and applications are housed on the server. It entails working with third party Vendor CIS and HP. This is both a hardware/software and infrastructure initiative.

Six Sigma Bank Reconciliation initiative to improve the workflow processes of reporting customer payment transaction to accounts to enable timely and more accurate reconciliation of transmittal sheets to bank statements and recommend opportunities for improvements to streamline the reconciliation account. (Treasury)

Oracle Reporting project to retrieve and create custom reports for the Engineering and Planning Department. (Engineering)

Credit Denial initiative to streamline and automate the credit approval process for PGW customers. (Customer Affairs)

Implemented the Automated Customer Responsibly Program for 80,000 client base. (Customer Affairs)

Implemented 3 modules of the Integrated Gas Management System (a multi-year multi-million dollar initiative (one module/in progress remains) (Gas Management)

Automating invoice processing via mailbox import utility and i-capture smart technology for reporting. (Finanace - Accounting and Reporting)

Implemented interactive Environmental Management Systems SharePoint Portal on PGW’s intranet which is being leveraged for other lines of business. (Compliance and Regulations)

Automated the Registration for all Health and Wellness HR initiatives via in-house portal. (HR)

Upgrading Random Drug Testing legacy system. (HR- Medical)

Upgraded legacy Risk Management system (Risk Management)

Upgrading STRUXURE, the Inventory Management system (Supply Chain)

Implemented Minority Spend Portal (Supply Chain)

Implementing electronic Bidding Portal (Supply Chain)

Implementing Cash Management System (Treasury)

School District of Philadelphia

Philadelphia, PA 04/2014 to 07/2015

Senior Project Manager within the HR department responsible for the implementation of multiple modules of Pearson evaluation software servicing 8000+ educators and Specialists within the Philadelphia School District. Responsibilities include relationship management between internal and external third party clients and vendor. I additionally managed the relationship with our 3rd party Vendor Pearson during our software development and product development of the evaluation software that was implemented, and conveyed ‘Voice of the Customer’ requirements for recommended enhancements. Provided communication and materials to the educators in the field, as well as internal and external clients. Performed Product development and analysis and developed training material, and facilitated training on the software. Implemented SDLC practices and ITIL Policies and Procedures to stream-line daily operation. Additional Key responsibilities include project tracking, data analysis, Testing, Issues tracking and resolution, and reporting. Evaluation modules being implanted for Teachers, Principals, Assistant Principals, Specialist i.e. Nurses, Psychologists, Counselors etc. are the following: Teacher Observation based on the Danielson framework, High Performing School Practices, Student Learning Objectives, School Performing Profile, Teacher Specific Data, PVAAS and Connectedness.

Barclaycard US 11/2013 03/2014

Wilmington, DE

Project Lead responsible for the management and implementation of Marketing, Compliance, and Rewards initiatives for Barclaycard US within Planning and Change Delivery (PCD) retail segment for top priority bank-wide initiatives. Additionally, Lead responsible for managing the development of associated software to support each initiative.

●Managing teams ranging from 12 to > 20 consisting of development, business segments, QA, Analytics and BI, BA’s, and 3rd party clients.

●Managed the relationship and negotiations with 3rd party vendor TYSIS that handles rewards, loyalty programs, points as well as managed software licensing and pricing for a several initiatives.

●Managed the implementation of special and reward programs i.e. Cruise Points for Barclaycard US

●Managing both Agile resource as well as those resources that operate under waterfall methodology.

●Manage project budget; resource management; license procurement; escalation; issues and risk mitigation

●Liaison between 3rd party sources and Barclaycard US

●Responsible for general project/program management and associated documentation, i.e. project charter, kickoff template, project plan, reporting, and internal ‘homegrown SDLC tool.

●Remediating areas of Barclaycard US website i,e. Payments, Apply, Rewards, Servicing both for desktop and mobile to ensure compliant with Americans with Disabilities Act. (ADA)

●Enabling transparency on Expiring points for 12 months of rolling points data for all clients with rewards.

●Enabling the modification of partial redemption display to show the best redemption dollar value on rewards page to enhance customer experience.

●Enabling modified “PYB” (pay yourself back) rewards to display additional calculated data at the point of purchase to allow customer instantaneous feedback of available rewards.

●Working with Legal/Compliance, TCB (treat your customers fairly), AbilityNet (audit), TSYS (rewards engine), Epsilon (email) to successfully deliver marketing solutions for Barclaycard US clients, i.e. Carnival, Apple, Aerlingus, Travelocity (to name only a few.)

GSI Commerce: King Of Prussia 08/2010 11/2013

Senior Project Manager responsible for overseeing the E-COMMERCE development of new (1) Payment and (2) Taxes, Duties and Fees and Fraud/Risk (KYC) Platform to be utilized across the entire company as well as by its international clients. Project Manager for Retail and Private Label Credit Card implementation. Additional Role – Senior Project Manager for Feeds and Multichannel/Omnichannel which consisted of the following: Sterling Integrator, Data Warehouse, Product Hub, Fulfillment Hub, Customer Service WebStore, E-mail Marketing and Epiphany IA across both Legacy and Next Generation Platform.

●Manage a team of 15 resources, (Technical Leads, Architects, QA, System Requirements Engineers, Developers) responsible for the design, (software/application) development, installation, and testing of the new systems.

●Managed projects on a Business Objects BI Platform; Managed the ETL for Business Processes, (IBM’s) Sterling Order Management System and data transmission both on the Legacy, V10 and V11 Platforms.

●Provided oversight for Business Intelligence Marketing and financial reporting; Cognos, Sterling OMS, Epiphany IA across multiple channels.

●Senior Project Manager for e-Mail Marketing and Store Locator.

●Primary liaison with 3rd party vendors, Amex, Global Collect, BAMS/FDMS, nuBridges, ISD, and Vertex.

●Negotiation and review of SOW

●Responsible for coordinating Certification activities with each vendor for ‘points of entry’, ‘end-to-end’ process flows.

●Responsible for the management, coordinating and training of encryption (tokenization) of all payment tenders i.e. credit cards (Amex, Visa, Carte Bleu, Discover, gift cards, online gift certificates, PayPal as well as all client accepted international forms of payment tender.

●Managed the implementation of Private Label credit cards in the US and Europe.

●Managed the implementation of new Fraud/Risk Platform; Performed Credit Risk Management.

●Managed the implementation of global Taxes Duties and Fees for e-commerce transactions.

●Responsible for Billing, administration, tracking and reporting status of overall project.

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Fiserv: New York City 01/2010 - 08/2010

Development/Technical Project Manager responsible for the management and release of application Service Packs, maintenance and Repair, Enhancements, Defects, and Product Support Applications PSA) being used by Banks and other Financial institutions. Perform Portfolio management.

●Managed a team of 16 resources, (3 NYC, 12 India, 1 Costa Rica)

●Managed Project plan, provide resource allocation and capacity analysis.

●Managed the conversion of New Jersey Federal Credit Union (NJFCU) to Real-Time” interface, Cognos.

●Managed the release of Service-Pack financial application to support financial clients.

●Managed the relationship and coordinated with other lines of business i.e. Product, implementations, Operations, to drive implementation of Service Pack and produced status reports as applicable.

●Coordinated QA testing efforts through various testing environments.

●Managed assets and inventory.

●Provided approvals and make recommendation on release items and prioritize as appropriate.

New York City Board of Education: Brooklyn, NY 06/2009 – 12/2009

Implementation Specialist:

Implementation Specialist for the Roll-out/Integration of the Special Education System Software (SESIS) to the New York City schools 100,000 users from old Legacy System to Windows Platform.

●Main functions include coordinating with each vertical, i.e. Infrastructure, Data Cleansing, Migration and Audit; End User Support, Quality Assurance, Infrastructure, Functional and Security, Training, Organizational Change Management to develop Deployment Schedule.

●Manage Implementation process, Develop Implementation Guide, Implementation Statement of Purpose Documentations.

●Identify report and monitor Risk and Issues as they relate to the deployment schedule.

●Develop mitigating and escalation plans for issues and risk resolution.

Citigroup: New York City 06/2007 – 01/2009

Project Manager/Global Transaction Services (GTS) Global PMO reporting to the Managing Director of Global Transaction Services

●Senior Project manager in Global PMO providing Governance for On-boarding initiative for the roll-out/implementation of stream-lined account opening processes for multi-jurisdictional clients to ensure Global Compliance. Primary focus on Retail and Cash Products under Wealth Management, Foreign Exchange, and Futures. Responsibilities included but not limited to implementing AML best practices globally in addition to the following: Global bi-weekly reports to senior management and Global Hubs to provide update on cost, risk, schedule of Best Practice rollout, billing prototype, OBT (e-Commerce) development, IT Security and Compliance. Maintained project plan for various workstreams within OBT development.

●Project Manager responsible for program that included Short-Term, Interim and Strategic projects for solutions within the GTS on boarding Department.

●Portfolio Management of Interim global solutions, country specific on-boarding projects, Short-Term and Strategic solutions

●Best Practice Lead - Managed the Interim state model of the global initiative for 54 Prioritized countries to ensure compliance with 47 global on-boarding Best Practices. (Key players included Russia, Mexico, Brazil, Argentina, Egypt, Ecuador, Vietnam, Singapore, Malaysia, Hong Kong, Australia, Cameroon, Nigeria, Senegal, Kenya, Qatar, United Arab Emirates, Gabon, and Ivory Coast)

●Managed and lead team of greater the 54 senior level country liaisons within Citi On-Boarding for the rollout/implementation of 47 global Best practices to reduce overall on-boarding time frame.

●Managed, coordinated and conducted the review of 47 On-boarding compliance and General Ledger Best Practices for 97 countries and maintained associated dashboard.

●Produced bi-weekly reports and Logistics for PMO newsletter and Steering Committee on significant progress and ‘value-added’ updates from 15 countries.

●Conducted sessions with appointed country liaison, very senior officers, within Citi: Regional Senior Branch Cash Officers, Global Hub Managers, and Senior Officers from Cash Operations, Implementations, Coverage, Account Documentation Unit, Account Opening, Intake, Processing, Legal, Billing, and Regulatory.

●Documented scope details and associated business requirements for Global on-Boarding Best Practice roll-out.

●Lead multiple Global short-term recommendations for the Client On-boarding team in areas of Product Implementations, Account Activation, Entitlements and Pricing resulting in multiple qualitative and quantitative benefits for both the client and the Bank, including time and dollar saves.

●Project Manager for various Work Streams (LOB) i.e. Sales, Entitlement, Data Capture, Marketing, Account Opening, Operations, Document Checklist, Documentation, Legal and Contractual, Billing, Implementations and Risk and Compliance and Technology to recommend Systematic, Developmental, Procedural, and Operational Changes to be introduced to the GTS Global On-Boarding Tool.

●Documented, monitored and tracked various requests for change and participated in sessions with Change Request Management, Work Streams (LOB) and Technology to determine the impact, viability, cost, and availability/release of specific request, and acquired necessary sign-off.

●Enterprise Asset Management for multiple platforms for the future use in one consolidation OBT tool (Global tool to streamline on-boarding that Managed Documents, performed Federated Document Search, Document Checklist, Entitlement, monitored on-boarding Milestones and Implementation Timeline Calculator, and Information Security.

●Performed Document Archiving and Management for The OBT Tool and other aspects of the Global on-boarding activities.

●PMO support for Billing Expense code tool to improve customer experience and improve Billing for CitiChecking and other impacted bi-lateral groups (Recommendation 1026 – Expense Code Identification)

●Performed analysis on “Signer Management” Documents and processes for Citigroup’s eBAM.

●Performed analysis of current state processes and developing associated Process Flows used to outline future state processes and identify opportunities for operational streamlining.

●Performed DBA functionalities and utilized ITIL best practices to create relational databases and libraries that were incorporated into OBT.

●Content Management and Editor for GTS On-Boarding glossary and other global systems.

●Participated in sessions to complete branding on new documentation and on-Boarding Portal.

●Documented scope details and associated business requirements for Strategic On-boarding Tool.

●Created Technical and Business requirements geared to eliminate duplicates within Citigroup’s systems.

●Utilized Bar Code Technology for the creation of unique identifier and to eliminate Duplication within the eCommit system.

●Defined Business requirements and created Test Objectives for Data Capture, Document Checklist, and Milestone Dashboard/Implementation Timeline Calculator Workstream throughout the Product Delivery Life-Cycle.

●Created customized tools and templates used in various Operational processes throughout On-boarding.

JP Morgan Chase: Jersey City 07/2006 – 06/2007

Project Manager/Business Analyst (Treasury and Securities Services- Business Migrations)

●Project Manager and Business Analyst for JPMC as they migrated their entire financial systems and Business from Mainframe environment Oracle, GLAS & STARS reporting mechanisms to SAP after the Purchase of Bank of New York Division. Analysis of Financial Architecture, systems and retail product for Finance impact as they flow downstream to the General Ledger. Managed Reconciliations for Over-night and month-end clearing. Lotus Notes Operating Environment.

●Project manager role included developing and monitoring project plans, costs, and reporting to senior management on status during weekly meetings.

●Analyzed Financial Infrastructure/Systems and Financial Architecture; Volume and Impact analysis to the Workstream and Lines of Business: Corporate Reporting, General Ledger, Billing, Reference Data, Commercial Card, Reconciliation, and Data Capture

●Project Manager for the design of the Project Plan/schedule for tests and software releases that fell within the overall Enterprise Release window

●Developed the Financial Interface Requirements Document

●Validated Test environment and test cases; use case

●Created the Scope and Project Charter, Operational Readiness, Post Implementation documentation.

●Performed Risk Analysis, Gaps and Difference Analysis, Cross Impact Analysis

●Processed, analyzed and re-organized of processes of huge financial systems and architecture. Understanding and documentation of the process flows across entire system form upstream to downstream General Ledger Reporting Systems

●Analyzed the General Ledger reporting mechanism (as the GL is impacted by decommissioning platforms and applications as well as new applications being included in the process flow.

●Client Relationship Management; Ability to navigate through huge financial organizations to acquire information and master not only the internal structure but the operational processes as they impact the General Ledger and Finance reporting mechanism as a whole.

●Specialized in the arena of: (1) Receivables (Regional, Wholesale, National, National Regional, National Wholesale and Public Sector Lockboxes their applications and processes. (2) Automatic Clearing House ACH. (3) Disbursements

Wachovia: Philadelphia 01/2006 – 06/2006

Project Manager/Developer (Treasury Services)

●Project manager responsible for the Remote Deposit capture rollout. Project manager role included weekly reports to senior management on development status, project plans, costs, rollout projections, testing, risks management, vendor selection, and quote validation during weekly meetings with senior management. Lotus Notes Operating Environment.

●Project Manager for the re-release of an enhanced produce: RDC (Remote Deposit Capture).

●Revised the fastest clearing methods for ICL (Image Cash Letters), Checks, Lockbox docs.

●Created the Billing module for ACH (Automatic Clearing House), ICL and checks all which was captured and reported to the GL (general Ledger)

●Coordinated the distribution of Software for the release of the RDC product after the first code drop. Planned, coordinated and prioritized order of distribution for subsequent releases of the RDC software.

●Used Waterfall Software Development Life Cycle.

●Created new and modified the existing Business and Technical requirements throughout the Product Delivery Life-Cycle for RDC’s web based eCommerce Application (Thin Client) and Desktop based Application (Smart Client).

●Created new and modifying technical requirements for the scanners that being used.

●Managed and worked with a Team of 4 Developers and 4 Product Managers to re-release the RDC tool for thin, fat and smart client.

●Performed ROI cost/benefits analysis for the vendor selection process.

●Primary responsibility includes Business requirements, Functional Design Document, Conceptual Design Document and Business Justification Document, Request for Proposal.

●Project Manager and Editor of the above mentioned Business requirements, Functional Design Document, Conceptual Design Document and Business Justification Documents and managed sign-off process.

●Created and managed Action Items for Technical, Business Operations, Product and Development Managers, and the International, Financial and Implementation groups.

●Performed analysis, performed V-look-up and corrected billing errors in the ACH billing logs for Treasury products.

●Identified and mitigated Risk factors affecting the New Product Rollout

●Project manager for escalations to resolve issues and manage Actions Items

●Created and designed Process flows and respective documentation and flowcharts

●Managed the release of the upgraded software (Smart Client Application) that improved the processing of bank checks, deposit tickets, cahiers check etc. by ‘One click” technology. Processing done remotely via the internet in compliance to Checks 21 Federal Law

●Created Technical and Business requirements geared to eliminate duplicates within Wachovia’s systems.

●Developed Tool requirements for the Remote Deposit Capture (RDC) via ‘Smart Click” technology.

●Determined the features to be available in subsequent releases of the RDC product.

●Created Resource rules for Entitlement regarding the adding of new customers, downloading software form the internet (browser) and CD.

●Reviewed firewall issues for customers who were not allowed to download from the internet

●Created some of the requirements of the Service Level Agreements for the three approved Scanner Vendors Benchmark, Unisys, and Digital Checks.

●Coordinated User Acceptance Testing and Pilots after new code releases of the RDC.

Radian: Philadelphia 07/2005 – 12/2005

Project Manager

●Project manager responsible for the Disaster Recovery Project. Project manager role included weekly reporting to senior management on scope and cost of the Business and Technical Transformation, LDRPS, Policies and Procedures, DR handbook.

●Project Manager and Team Lead for 7 specialists within the Disaster Recovery Department of Radian (A Global Financial Company that specializes in Mortgages, Insurance, Re-insurance, and several other financial products.)

●Responsibilities included Technical transformation and Business transformation and defining the steps within each process to be incorporated into Radian’s Policies and Procedures.

●Developing and managing the Work Breakdown Structure for 7 Specialist on the team.

●Developed processes, procedures, protocols and the necessary communications for Change Management and incorporated into Handbook.

●Development of a Disaster Recovery/Business Continuity Handbook that incorporated Policies and Procedures, Metric, Test Director, Business and Technical Transformation, LDRPS (Living Disaster Recovery Planning System), Scripting and Change Management. Handbook also incorporates Business Processes and technical Process such as the tests and performed to introduce new applications to the environments. User Acceptance Tests, Site Team exercises, Simulations, Tabletops and Disaster Recovery Exercises.

●Engaged in Disaster Discovery/ Business Continuity exercises, creating new processes to ensure that the ‘fail-over” sites were equipped and ready to support operational activity of Radian enterprise.

●Coordination and Management of Tape Encryption process and Documentation for Data Security and Compliance purposes.

●Performed risk management.

Hewlett Packard: New York, NY 11/2003 – 06/2005

Program Manager

Client: Smith Barney

Managing the upgrading of 624 sites to new operating environment NextGen IV. Replacement of all branch hardware, desktops and servers (Proliant 6500) with new HP servers; Data Center migration; Server provisioning; Site Mergers, IT Security. Providing new server racks for all the branches, along with new desktops and flat-panel monitors for over 25,000 seats, across the US and Puerto Rico. Replacement of Bloomberg work-stations. Project Manger duties included but not limited to scope, budget, resource, vendor and asset management and weekly reports to senior management, Procurement and Vendor Management with Commercial Lines Rating.

Project Manager for 624 Smith Barney Retail sites for the installation of all Network Black/White and Color Printer, as well as upgrade of all Scanner Software.

Managed repository from which the entire project was run and produced progress report for PMO and 40 Executive SB and HP managers on a weekly basis.

Performed Enterprise Asset Management for engagement to optimize efficiencies in procurement, resources management, cost of operation, Hardware and software Infrastructure, maintenance and replacement.

Determined scope for the retrieval of all Site information, procurement, resources and vendor management, and infrastructure.

Managed budget for the procurement of site equipment (hardware and software), resources and site clean-up. Coordinated the distribution of printer and scanner software.

Performed Supply Chain Management for all Hardware (servers, routers, desktops, laptops, printers, and software) from procurement, shipping and delivery to deployment.

Performed ROI cost/benefits analysis for the procurement process.

Managed the release software upgrade and roll-out for affiliate brokerage firms that did not fall under the standard Smith Barney Operating system build that were acquired during this rollout.

Liaised with the Branch Administration and Management and coordinated the successful software upgrade, and hardware replacement.

Interviewed and initiated contracts with qualified vendors for program delivery.

Ensured a proper balance of quality and delivery requirements with vendors

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