LiveCareer-Resume

manager resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

QUALIFICATION HIGHLIGHTS PROFILE Motivated and forward-thinking Agile professional with over 20 years of extensive experience in IBM and AT&T Global Network Services connectivity and their related support systems. Expertise includes working knowledge of various network product/services ordering, implementation and billing, customer relationship management, client facing and product training. Recognized for the ability to work under high pressure, quickly learn new software, procedures, methods, strong technical and project management skills with excellent written and verbal communications skills. skills with excellent written and verbal communications skills.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Skills
  • MS Office (Word, Excel, PowerPoint)
  • JIRA
  • ROME, CABS, DocViewer, PCS Homer, BICI, Igloo, ECAP/OAPI
  • AT&T Process SME - Order Handoff, Implementation, Billing
  • Process & Tooling Trainer
  • Strategic Planning
  • Agile Methodologies
  • Software Development Life Cycle
  • Business Requirements
  • User Story Creation
  • Requirement Analysis
  • Business Process Improvement/Continuous Improvement
  • Cross-functional Team Leadership
  • Business Process Automation
  • Customer Relationship Management
  • Data & Document Analytics
  • Internal Team Collaboration
  • Design Thinking Practitioner
  • Agile Methodologies Trainer
  • Technical Background
  • Organized
  • Excellent Communication Skills
  • Software Development Life Cycle
  • Business Controls Requirements
  • User Acceptance Testing
  • Internal Team Collaboration
Experience
MANAGER, 04/2017 to 05/2021
KpmgCharlotte, NC,
  • Global Matrix Management with overall management responsibility for the Global Process Center of Excellence Team.
  • Collaborate with IT and Process Transformation with regards to new products and processes ensuing processes and documentation are established within the client's Process Framework.
  • Liaison amongst IT, transformation and delivery stakeholders and teams ensuring synergy and clear communication for precise training curriculum and process development.
  • Train all new, existing, and updated processes to the delivery organization.
  • Drive change management efforts, cost mitigation and technology enhancements to maximize user efficiencies and productivity.
  • Ownership of maintenance and development of all existing Level 1-5 Process Documentation (Desk Top Procedures, Job Aids, Processes & Training Curriculum).
  • Responsible for Time Value Capture Team capturing and reporting out on time value savings benefits on enhancements deployed, based on yearly targets.
  • Provide Tier 1 and 2 support for organization on IW tooling.
  • Works directly with product owners and developers to define features and technical user stories.
  • Ensures goals and vision are aligned with business objectives at the beginning of every Release cycle.
  • Prioritizes and manages work within agile team and maintains product backlog for consideration/prioritization.
  • Deeply understands our clients through metrics, user feedback, research, and a variety of product discovery techniques.
PROGRAM MANAGER, 10/2014 to 04/2017
Ardent AcademySan Diego, CA,
  • Segment lead for supporting and educating the Enterprise Solutions GOSS Organization from a process, systems/tooling, performance, organizational design perspective responsible for supporting AT&T's top 400+ Business accounts across the globe.
  • Sales Relationship Management lead ensuring collaboration between Sales and Sales Support.
  • Segment lead on main tooling system: ASAP and partner with IT on system enhancements.
  • Process Relationship Management and process development segment lead: drive alignment and partnership.
  • Key player for segment/organizational initiatives: providing data analysis, technical and leadership guidance, identifies gaps and drives for resolution.
CLIENT SUPPORT SPECIALIST, 12/2012 to 12/2016
AuditboardEl Segundo, CA,
  • Executed activities targeted for project management, focusing on product knowledge, relationship building, and business management.
  • Managed projects by defining and achieving project outcomes, as well as meeting project key performance targets.
  • Participated in activities targeted for sales support, focusing on product and process knowledge, relationship building, and business management.
  • Responsible for a Lead role for channel support of complex systems and products. Position is a reference point for product questions including standard product capabilities as well as customizable features and functions.
  • Supported channel on complex systems and products
  • Advised and educated technical sales engineers and Channel Account Managers located throughout a region on product system and tooling knowledge
  • Provided expertise on product questions including standard product capabilities as well as customizable features and functions to Client Support Specialist
  • Developed and demonstrated on going ability to articulate and position features, benefits and competitive advantages of products and services
  • Educated sales teams regarding the processes and sales tools required for agents to effectively utilize channel resources
  • Trained Client Support Specialists on process in classroom and web meeting sessions as required
  • Provided in depth functional requirements for future enhancements to products and tools and systems
  • Coordinated with organizations to oversee implementation of complex orders and associated billing for complex solutions
  • Assists sales team to assemble a holistic view of customers business, which may include records of proposals, contracts and network inventories across multiple platforms and product lines
  • Collaborates with customers during in Shared Expectations Sessions with customers, pre- and post-sale.
Education and Training
: Nursing, Expected in to Marquette University - Milwaukee, WI,
GPA:

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Resume Overview

School Attended

  • Marquette University

Job Titles Held:

  • MANAGER
  • PROGRAM MANAGER
  • CLIENT SUPPORT SPECIALIST

Degrees

  • Some College (No Degree)

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