Project Manager Customer Service

James Hall

***********@*****.*** 706-***-**** Jonesboro, GA

Successfully managed projects involving front-end integration and migration services utilizing UI and API technologies, ensuring seamless transitions and enhanced user experiences.

Highlights

•Driving Seamless Financial Implementations and Enabling Innovative Product Launches with 12+ years of FinTech Excellence.

•Strategic thinker with strong leadership capabilities, guiding teams through project milestones and ensuring deliverables meet quality standards.

•Proven success in leading and managing multiple cross-functional project, consistently delivering on time results while meeting scope requirements.

•Extensive experience in stakeholder communication, including progress reporting, issue resolution, and managing project risks to drive successful outcomes.

WORK EXPERIENCE

Global Payments (TSYS)

Columbus, GA (Remote)

Project Manager

Jan 2018 - Mar 2024

•Spearheaded the design and execution of comprehensive implementation plans, ensuring a 100% project success rate through effective cross-functional collaboration.

•Provided expert consultation on system configuration and product optimization, delivering customized solutions that enhanced client operations and efficiency.

•Directed strategic planning, workshops, and execution for 60+ complex financial system implementations on the TS2 (CICS) platform, spanning both Commercial and Consumer sectors.

•Ensured projects aligned with client objectives and business goals while maintaining strict adherence to regulatory compliance requirements.

•Managed and executed implementation plans, collaborating effectively with cross-functional teams to meet project deadlines.

•Assembled and coordinated project staff of up to 20 professionals within TSYS implementation and BAU department, ensuring effective resource allocation and task completion.

•Reported regularly on project status, problems, and solutions to stakeholders, facilitating transparent communication and proactive issue resolution.

Total System (TSYS) Columbus, GA

Implementation Architect/Business Integration Consultant Nov 2011 - Jan 2018

•Led integration strategies for 25+ client programs, ensuring 100% regulatory compliance and on-time delivery of all projects.

•Contributed to the design and testing of Customer Service and Collection Dashboards using UI and API technologies to interface with the Ts2 platform, enabling the retrieval of customer data and transaction history.

•Managed simultaneous project implementations across multiple industries, ensuring all project met regulatory compliance and client expectations.

•Managed multiple project implementations simultaneously, ensuring deadlines were met and client expectations were surpassed through strategic resource management.

•Led to development of project plans, scheduling timelines, and overseeing multiple simultaneous implementations across diverse industries.

•Facilitated quality assurance and project evaluations to assess performance and identify areas for improvement.

JPMorgan Chase Atlanta, GA

Assistant Financial Center Manager Jan 2009 - Feb 2011

Oversaw a team of tellers, focusing on performance improvement and professional development, resulting in operational efficiency and a 98% customer satisfaction rate.

• Enhanced client loyalty and financial performance by surpassing sales goals and retaining high-value accounts.

• Executed customer service improvement strategies, leading to the attainment of a prestigious Customer Service of the Year Award.

EDUCATION

Northwest Shoals Community College

Associate of Science, Elementary Education

SKILLS

Muscle Shoals, Alabama May 1992

•Project Management: Jira, Smartsheet, Asana

•Financial System: Tsys (Ts1 & Ts2) Commercial and Consumer, APIs, UIs, Financial Platforms Integration Mapping

•Compliance & Regulations: PCI-DSS

•Methodologies: Agile, Waterfall, & Scrum

•Technical: SQL, Jira, Microsoft Office Suite, Google Suite

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