Project Manager Customer Service

Jacqueline L. Major

**** **** ****** ****** ******, IL 60504 630-***-****

Email: *********@*****.***

Linkedin: http://www.linkedin.com/pub/jacqueline-major/8/129/447

EXPERIENCED PROJECT MANAGER

PROFESSIONAL SUMMARY

Solutions directed project management professional with over 14 years experience and a solid track record of leading multiple concurrent full cycled complex projects from concept to completion consistently exceeding client and employer expectations. Highly skilled in utilizing a proactive management approach for resources and materials. Recognized for the ability to train and mentor team member and maintain a consistent, year-over-year record of meeting and exceeding time, budget and quality goals on project. Recipient of multiple recognition awards from both customers and employer for project performance quality, team mentoring, leadership and successful completion of specially-assigned challenging initiatives.

CORE KNOWLEDGE AND SKILL AREAS:

Solutions Design and Development, Project Life-cycle Management, Team Instruction & Coaching, Requirements Review/Analysis, Project Scope Scheduling, Critical-Level Problem Resolution, Customer Service Excellence, Reports/Metric Analysis, Upper Management Support, Department Head Collaborations and Presentations to Management.

PROFESSIONAL EXPERIENCE

Iconma, LLC, Troy, Michigan

Discover Financial Services

Project Manager/Coordinator (2011-Present)

* Handle on-going management and tracking of product development and deployment efforts including tracking and managing vendor deliverables and managing and tracking the supporting processes.

* Responsible for developing and maintaining project plans, tracking logs, open issues, risks document repositories and communicating status and issues to management and vendors as needed.

* Participates in negotiation of scope and timelines with Product Development and vendors.

* Develops deliverables, resolves issues, and leads vendor meetings.

* Manages small-to-medium size projects, including the development of project scope, work plans, timelines and schedules and on-going status updates.

* Work with technical teams, Product Managers, Project Managers and vendors to ensure all deliverables are identified, dates are established and agreed upon and open issues and risk are being proactively addressed and project deliverables per plan.

* Produce status and tracking reports for management and team members as needed.

* Proven ability to operate in an ambiguous and changing work environment.

* Ensure document repositories are updated with current versions of relevant documentation and project planning materials

Tellabs Inc., Naperville, Illinois

Program/Project Manager II, Business Operations (2003 – 2011)

Customers – Sprint, XO Communications, US Cellular, Time Warner, Global Crossing, Comcast, AT&T Local, Level 3, Qwest Local, Telepacific, Cricket Communications and Global Crossing

* Managed engineering, installation, and testing of multimillion dollars telecommunications equipment including traffic migration and removal of old equipment.

* Provided on-site customer support during site survey, installation, testing and quality assurance phases of the project.

* Improved project profitability by 20% with gross margin analysis using projected hours, expenses - and actual costs.

* Decreased down time by 15% over the course of the entire project by resolving project-related issues in real-time.

* Managed up to 20 projects simultaneously and maintained weekly and daily contact with customers, third party vendors and internal sponsors to confer on status.

* Managed software upgrades and testing of 100 previously purchased telecomm systems over a two years period at an estimated cost of $30-50K per site.

* Resolved major upgrade issues which resulted in a process improvement that lead to customer cost savings of $20K per site.

* Reduced company deployment costs by 10% by upgrading multiple sites located in close proximity within the same week utilizing the same field resource.

* Subject matter expert for various Tellabs products (all 5500 products, NGX, 3100 Echo Cancellor and 7100 Transport system).

Tellabs Inc., Naperville, Illinois

Client Manager - Canada, Business Operations (2001 - 2003)

Customers - Sprint-Canada, Rogers AT&T, Allstream, Telus, Bell West, Navigata and Primus

* Acted as the program leader of the Customer Focus Team (a cross-functional team made up of several job disciplines) for the country of Canada.

* Successfully executed the entire order fulfillment processes between the customer and Tellabs, which directly or indirectly related to the purchase and deployment of Tellabs products and services.

* The primary point of contact on any pre or post sales issues relative to the customer.

* Drove the Customer Focus Team to achieve revenue, margin, forecasting, cycle time, on-time performance and customer satisfaction goals set by management.

* Provided leadership, team building and relationship management for the Canadian clients and internal team.

* Presented technical information to varied sponsors; including internal / external executive management, engineering and operations.

* Subject matter expert for various Tellabs products (all 5500 products, NGX, 3100 Echo Cancellor and 7100 Transport system).

Tellabs Inc., Naperville, Illinois

Project Manager, Business Operations (1999 – 2001)

Customers - Sprint-Canada, Rogers AT&T, Allstream, Telus, Navigata, Bell West, Primus and McLeod USA

* Managed engineering, installation, and testing of million dollars telecommunications equipment including traffic migration and removal of old equipment.

* Provided on-site customer support during site survey, installation, testing and quality assurance phase of the project.

* Improved project profitability with gross margin analysis using projected hours, expenses - and actual costs.

* Decreased down time by 15% over the course of the entire project by resolving project-related issues in real-time.

* Managed up to 25 or more projects simultaneously throughout the United States and Canada and maintained weekly and daily contact with customer, third party vendors and internal sponsors to confer on status.

Ameritech, Arlington Heights, Illinois

Operations Specialist, SOMACS (1997 – 1999)

* Single point of contact for maintenance troubles and provisioning for SONET network owned by the various Local Exchange Carriers along with the DS3 backbone provided by LCI International for the State of Ohio Multi-Agency Communications System (SOMACS).

* Coordinated field operations, provisioning and maintenance with the Local Exchange Carriers and other networking agencies involved.

COMPUTER SKILLS

Microsoft Office Suite: Word, Excel, Power Point, Outlook, MS Project, Sharepoint, SAP (Sales & Distribution Module and Project System) and IBM Lotus Notes

EDUCATION & PROFESSIONAL DEVELOPMENT

DePaul University - Naperville, IL

PMI Certification Program

DeVry University - Chicago, Illinois

Associates Degree in Applied Sciences of Electronics Technology

AWARDS

Captain's Award for Customer Service Excellence in 2009 and Customer Service Provider/Multiple Service Operations Award for outstanding customer service and satisfaction in 2000 & 2004

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