Project/Program Management
Resume:
Kristine Ann Stivali
Utica, NY 13501
Project Management ~ Customer Care ~Information Technology~ Strategic Planning
Driven, results-oriented professional with significant experience managing multiple cross-functional projects for large Fortune 500 companies. Background includes developing a strategy for implementing customer care policies, processes, software systems development, and database solutions for a high volume, multi-site call center. Outstanding ability to analyze existing processes and determine opportunities for improvement. Proven leadership capabilities serving as Project Team Lead for Billing Systems Integration Team and managing international multi-million dollar development projects. Managed large groups of individuals and guided them towards a common goal. Superior communication skills, easily interacts with executives, clients, vendors, and staff. Additional capabilities in:
- Program Management - Customer Care Operations - Root-Cause Analysis
- Vendor Management - Communication Strategy - Release Management
- Marketing - Requirements Generation - Change Management
PROFESSIONAL EXPERIENCE
Metlife, Oriskany, New York Jan 2007 – Mar 2009
Implementation Senior Manager – Disability
Led an 18 month, 35 million dollar program to implement a web based CRM application.
Developing reusable tools and repeatable process to enhance the customer experience during implementation.
Creation of an integrated resource capacity, change management, project status, and business metrics scorecard that generated more effective prioritization and resource allocation decisions by executive management.
Sprint Nextel Corporation, Reston, Virginia Sept 1998 – Dec 2006
Senior Project Manager - IT
Customer Care Business Process and Planning Manager
Marketing Communications Coordinator
Developing and validating business requirements and processes to ensure that desired result is achieved.
Building and maintaining relationships among customer groups and development vendors.
Reconciliation and validation of vendor invoices.
Creating and maintaining release and project schedules and milestones.
Managing fiscal responsibility of the release/project(s) by analyzing assessments, and tracking. deliverables and expenditures through out the development lifecycle.
Prioritizing and packaging of projects for software releases.
Developing and executing Change Management Processes.
Evaluating potential impacts of requirements to various business user communities.
Effectively communicating across all levels of management by conducting weekly meetings and status updates.
Managed multi-million dollar Development budgets.
Acting as a liaison between customer and development teams to facilitate project planning, execution, training, and ongoing communication and reporting.
Writing functional requirements.
Managing project initiatives from conception through implementation
Develop customer experience strategies within Sales channels and Customer Service organization.
Building and fostering relationships with operational groups to support process improvement efforts.
Developed methodology and tools for process re-engineering.
Creating and implementing enterprise wide policy statements
Oversee cross-functional core teams to resolve customer impact issues.
Led project team in designing customer experience strategies for all Consumer Sales channels during Sprint and Nextel merger.
Managed complex customer issues from inception to resolution.
MCI Telecommunications, Atlanta , Georgia April 1993 – Sept 1998
Brand Marketing Manager
Local Integration Manager
Acting as a liaison between implementation scheduling, systems development, and marketing.
Develop and Conduct sales and customer service training.
Writing requirements, training, and procedural manuals for various initiatives.
Interfacing with system development, legal, business support, and development groups to launch new product initiatives.
Managing affinity, partner, multi level marketing, and buying club programs.
Developing and documenting the necessary business cases needed for funding and project prioritization.
Managing resale relationships.
Execute projects and tactical initiatives to support strategy, budget and timelines to meet sales and market share objectives.
Created and executed marketing communication strategies through advertising, direct mail, trade shows, and public relations campaigns.
Increased up-selling marketing opportunities 50% through development of customer database.
MetLife, Atlanta, Georgia Oct 1992 – April 1993
Investments and Assets Systems Business System Analyst
Acting as a liaison between user community and systems group.
Writing system specifications for all requested Application enhancements.
System Administrator for several MVS and VM based mainframe systems.
Troubleshooting systems, applications, and user issues.
Federal Reserve Bank of Atlanta, Atlanta, Georgia March 1988 – Oct 1992
Statistical Reports- Manager
Managing relationships with banking institutions and conducting various regulatory audits.
Acting as a liaison with applications development to design and implement new, revised processing, and editing systems.
Develop QMF/SQL queries for end users.
Develop and conduct system training.
Security Administration functions.
User Acceptance Testing
Federal Reserve Bank of Atlanta, Jacksonville, Florida Sept 1986 - March 1988
Accounting Supervisor
Electronic Payments and ACH Supervisor
Performed all accounting functions.
Reconciliation of General Ledger Accounts and adherence to Federal Regulations.
Managing financial relations with member banks.
Administering a variety of personnel programs related to employee benefits, salary surveys, and job postings.
Coordination and installation of data encryption methods.
Resolution of software and hardware issues.
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EDUCATION
Georgia Institute of Technology, Atlanta, Georgia
Bachelor of Science in Industrial Engineering, 1986
Berry College, Rome, Georgia
Bachelor of Science in Business Administration- Dual Degree, 1986
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