Project Manager Customer Service

Professional Experience

Release Manager at Verizon Business – 2008-2010

~ Senior Project Manager of 3 major system upgrade releases. Each “Release Project” ran 6 months and involved over 200 managers, developers and testers.

Project Manager for designing a mainframe to automate corporate contracts for Verizon. Worked closely with the Lead Developer, Architect and end-users to create the system flow and test cases.

~ Key player in merger of the multiple test departments and promoting standardization.

~ Designed a new system that automatically creates test data for all of Verizon’s Test Departments. This reduced turn-around of data setup from 1 month to 1 week.

~ Trainer for new Project Managers and Release Managers. Wrote training manual and gave regular training classes on Data Setup, System Flows, Test Processes and and more.

~ Re-designed department intranet website from 1990’s style to a dynamic useful website

~ Created a wiki website documenting all systems, data, contracts and historical project information. Still used today, and has won over several competing information sites.

Release Manager at Direct Response Insurance, Inc. – 2005-2008

~ As the first Release Manager at the company was responsible for creating the testing, quality control and upgrade release processes.

~ Managed daily system upgrades from meeting the end-users, writing requirements, meeting with the developers, managing testing and the release to production

~ Wrote Test Plans, Test Cases and managed End-Users Testers from other departments

~ Worked with banking executives to design websites to market insurance products

~ Re-designed company’s intranet from a 1990’s style to a modern dynamic intranet. Trained other departments how to update their pages with useful information.

~ Created wiki websites for documenting instructions, code changes, clients, historical information and more for the Project Management, Programming and IT Departments

Program Management Coordinator at Direct Response Insurance, Inc. – 2003-2005

~ Ran weekly Stakeholder Meetings to improve teamwork between the departments.

~ Designed an automated system using a network of excel spreadsheets that created Inventory Reports, Executive Marketing Reports and Forecasting reports.

~ Created in-depth Client Reports that analyzed client business with detailed spreadsheets and graphs. Also created Powerpoint presentations slides to show Clients metrics on their current and future business holdings.

Call Center Shift Manager at Information Specialists Group, Inc. – 1999-2003

~ Conducted Market Research Interviews, Focus Groups and data analysis

~ Interviewed and hired new Telephone Survey Customer Service Reps

~ Trained new employees and coached experienced employees to constantly improve

~ Monitored telephone surveys to ensure client standards were met

~ Created daily reports for management and clients to show project progress

Volunteer Work

~ Built Manitou Springs wiki (http://manitousprings.wikkii.com)

~ Board Member of “Manitou Springs Foundation”

~ Active Member of “Manitou Springs Heritage Center” as webmaster and creating exhibits

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