Project Manager Customer Service

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SUMMARY OF QUALIFICATIONS

Highly motivated and creative Financial Project Management Professional with extensive experience in the Insurance, Retail, Healthcare, State / Local Government, and Education industries. Dedicated and trusted business advisor with a keen business sense. Recognized as a strong team leader with proven problem resolution, decision-making, organizational, and communication skills.

Areas of expertise include:

- Financial Reporting / Analysis

- Customer Service

- Metrics Reporting

- Project Audits

- Client Relationship Building

- Problem Solving

- Process Improvement

- Process / Software Training

- Project / Program Management

PROFESSIONAL EXPERIENCE

IBM, Middlebury, IN

BUSINESS ADVISOR / OPERATIONS MANAGER, Public Sector Sales Team 2008 - 2011

- Assisted team in consistently growing the business year-over-year through effective management of sales opportunities and contract processing.

- Developed dashboard tool to provide Sales Leadership team with one streamlined report comprised of various analytical views including status / odds of closing all current quarter deals, actual performance against targets, sales pipeline health, alerts to changes on key deals, workload and performance at the individual and team levels, and action plans, with updates on key growth plays.

- Created sales report by region to track growth at the executive level, enabling leaders to quickly assess where changes were needed and eliminating the need for manual updates.

PROJECT MANAGEMENT ADMINISTRATOR, Circuit City Account 2005 - 2008

- Managed project financials for multiple Circuit City contracts totaling $61M+ with a staff of over 200 resources in Brazil, India, and the U.S.

- Received Service Excellence Award from account executives while in a lower band than the target group for the award.

- Created weekly analysis reports, enabling the Project Manager to be proactive in adjusting workloads and greatly reducing month-end surprises, as well as maintaining high levels of revenue and cost forecast accuracy.

- Played a key role in project audits, receiving accolades for organization and accuracy, and enabling team to receive an 'A' rating.

PROJECT MANAGER, Lincoln Financial Group Account 1998 - 2005

- Led Y2K testing effort for all software used in the field offices and by Sales Representatives, including over 50 applications, with zero production defects reported.

- Managed development teams for the quarterly Releases, generating $2M to $3M in revenue for the account per year.

- Consistently achieved 90% or higher customer satisfaction rating and delivered projects within, or under, budget.

- Consistently contributed to account's revenue goals by maintaining 100% billable utilization or higher.

- Led numerous efforts to streamline manual processes, including creation of a one-stop table to input data fed into multiple back-end systems.

- Managed / prepared complex release financial tracking with consistent error free results while historical analysis showed all other teams experienced error rates of 27% to 46%.

- Achieved PMP certification at a lower band level than any other resource at the account.

- Assumed Quality Assurance and Metrics Coordinator roles in addition to Project Management responsibilities to assist the account in reaching Capability Maturity Model Level 3 goal.

- Coordinated resource assignments for eBusiness team, keeping unutilized bench hours under 0.5% against a 1% target.

ADDITIONAL EXPERIENCE

LINCOLN FINANCIAL GROUP, Fort Wayne, IN

Various positions including IT SPECIALIST, MARKETING SYSTEMS CONSULTANT, REPORT WRITER, TRAINER / AUDITOR, PRODUCTION SPECIALIST, and CUSTOMER SERVICE.

EDUCATION

BS, Accounting, Western Governors University, Indiana, anticipated 2013

AA, Science / Computer Science, Purdue University, Fort Wayne, IN

PROFESSIONAL DEVELOPMENT

- Project Management Professional Certification, PMI

- IBM Leadership Training Series, 1 of 10 employees chosen by Senior Leadership team to participate

- LOMA Certified Customer Service Associate

AWARDS

- IBM Service Excellence Award for outstanding dedication to the team and serving as a model employee

- IBM Stock Option Award (earned twice) for consistently delivering error free reports

- IBM Night on the Town Award (earned twice) for playing a key role in successful project audits

- Numerous IBM Team Awards for Y2K work

- Numerous IBM Thank You Awards

TECHNICAL SKILLS

Microsoft Access, Excel, Outlook, PowerPoint, Project, and Word; Lotus Notes and TeamRoom; Project Workbench; Siebel Customer Relationship Management tool

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