Customer Service Project Management

SHERENE LANE-PRYCE

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

Solution focused and diligent Professional with demonstrated experience in coordinating a range of operations, customer service and project management activities in compliance with established rules and regulations.

Demonstrated expertise in monitoring and tracking project deliverables and consequences, including preparation of highlight and checkpoint reports in relation to budget and schedule. Possess ability to provide consultation and guidance to senior management and customers regarding complex business matters. Proficient in practicing independent judgment and decision-making activities while excelling at managing complex operations, identifying opportunities, and restructuring processes to mitigate risks and alleviate potential issues. Quickly Learns New Programs and Systems. Areas of expertise include:

•Project Management

•Customer Service/Success

•Strategic Planning and Execution.

•Progress Evaluation.

•Team Leadership and Training.

•Process Improvement Initiatives.

•Issues Assessment and Resolution.

•Cross-functional Collaboration.

Key Relationship Development.

Risk and Compliance

Contracts

CAREER EXPERIENCE

Unemployment, REMOTE Oct. 2023 – Present

Laid off from the Cigna Group

Took time to act as a caregiver to parent

The Cigna Group, Remote Nov. 2022 – Oct. 2023

Business Project Advisor

Supported the Corporate Shared Services team and drove the implementation of business initiatives by utilizing various tools and business partners to help deliver quality, efficient, and creative solutions.

Managed and oversaw diverse projects and initiatives, including designing and implementing business technology and process improvement solutions that simplified processes and resulted in cost and/or time savings.

•Developed routine reports and analytics that provided insights into the areas of vendor spend and matter management.

•Managed and drove a variety of cross-functional teams and initiatives for various business platforms.

•Worked on key engagements including providing embedded project management support to the operations team, monitoring budget to actual reporting, monitoring scope and resource planning, provided client ready reporting and acting as a liaison for the team.

•Worked closely with the Executive Leadership Team, Business Leads, internal and external stakeholders and customers to deliver high-quality deliverables to meet project milestones and reported project status’.

•Drove decision making and escalation of risks or issues, track issues through resolution and documented lessons learned.

Cooper Lighting Solutions, Peachtree City, Georgia March 2017 – Oct. 2022

Enterprise Support Specialist

Facilitated the design project management team in administering projects from conception through end-user. Participated in different stages of development, including due diligence, estimating, and contract management to ensure smooth workflow. Liaised with cross-functional teams to monitor project deliverables.

Lead management on project initiatives and assisted team players in completing the project within time and budgetary constraints.

Oversaw the sales lifecycle using a deep understanding of core procedures, domain expertise, and leadership expertise to minimize risk and increase productivity.

•Guaranteed the management of the Enterprise Sales and ESCO program within scope, schedule, resources, and quality commitments.

•Interacted and coordinated with customer service and supply chain teams to resolve issues of late material delivery that impact project functionality.

•Sustained contingency up to 10% on all projects by supporting internal technical teams in defining parameters of project and evaluating progress.

•Supervised service level agreements by assuring the compliance of requests with contracts. Streamlined RFP process as well as proofread and checked qualitative and quantitative content of non-standard RFP responses for effectiveness.

•Supervised and facilitated requests for Non-Disclosure Agreements (NDAs) for prospective customers and partners, as needed prepared RFP responses.

•Partnered with cross-functional teams, including Account Executives, Solutions Architects, Capture Management, Legal and Pricing to accomplish business objectives.

•Increased customer engagements as a key member of the Enterprise operations team, and primary daily contact on enterprise direct customer accounts.

Greenberg Traurig, LLP, Atlanta, Georgia Jan. 2014 – Feb. 2017

Conflicts Analyst

Identified and resolved risk and compliance-related issues associated with new or existing representations by liaising closely with attorneys, subject matter experts, and cross-functional teams. Supported and led training programs for all Compliance Analysts by highlighting training needs and formulating customized plans.

Acted as a subject matter expert in business and legal risk management procedures by spearheading compliance research to manage uncovered and unresolved issues.

Attained and delivered instruction for policies-related inquiries to enhance operational efficiency.

•Sustained efficiency and reduced losses by tracking and examining compliance and risk processes while assuring the responsiveness and compliance of processes with goals and process improvement initiatives.

•Executed extensive research for new business opportunity requests by reviewing data against the compliance database, analyzing internal compliance reports, and determining potential problems.

•Interacting with attorneys by demonstrating briefs and clear statements of potential conflict situations.

•Acquired institutional knowledge discovered during the process. Facilitated the resolution of issues.

EDUCATIONAL BACKGROUND

Bachelor of Arts in Criminal Justice and English - State University of New York at Albany Albany, NY

Paralegal Studies - ABA Approved Paralegal - New York University New York

TECHNICAL EXPERTISE

Microsoft Office Suite SAP Microsoft Outlook FLASHPro Smartsheet Salesforce Elite Enterprise

Legal Key Concordance Dun and Bradstreet LexisNexis Corporate Affiliations Capital IQ Hoovers

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