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Project Manager - CRM Implementation Resume Example

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PROJECT MANAGER - CRM IMPLEMENTATION
Professional Profile
Highly accomplished management professional with 20 years of experience in operations, team management, regulatory compliance and strategic planning.  Results-oriented, decisive leader with proven success in implementing effective process improvements.  Pragmatic and focused in dynamic and fluid environments.      
Skill Highlights
  • Expert knowledge of business processes and techniques
  • Strong leadership and communication skills
  • Team building and relationship building
  • Troubleshooting and problem solving

  • Experienced project manager
  • Procedure development
  • Process and continuous improvement champion
  • Self Motivated and results oriented


Professional Experience
Project Manager - CRM Implementation , 04/2012 to CurrentAmerican Water Enterprises － Alton, IL
  • Evaluate and approve training documents prior to delivery to the project team for thoroughness and effectiveness.
  • Lead the overall development of business requirements for 7 work streams.
  • Manage relationships and coordinate work between multiple teams at different locations.
  • Establish relationships with all suppliers and subcontractors, monitored their progress and adherence to the contract.
  • Oversee that the project team follows all quality assurance processes, including periodic reviews and transitions.
  • Review and manage all changes to the requirements through a formally defined scope change process.
  • Draft action plans and lead meetings with department executives to review project status and proposed changes.
Senior Customer Service and Performance Manger, 07/2006 to 04/2012American Water Resources － Alton, IL
  • Created an incentive program that improved employee sales and retentions. 
  • Manage the day-to-day customer service operations, including call handling, mail handling, enrollment processing, account maintenance, reporting and sales activities.
  • Proactively train, coach and provide informal and formal performance feedback to Team Supervisors and Customer Service Representatives.
  • Improve performance levels through efficient use of database, telephony and other technical systems.
  • Work closely with the site director to implement, coordinate both strategic and tactical plans to enhance operational and service performance.
  • Align with key business partners to provide detail needed for effective marketing decisions.
Director of Customer Service , 07/2005 to 06/2006Threesource － Manteno, IL
  • Managed a 24/7 inbound/outbound call center with a customer service staff of 60.
  • Responsible for customer service operations; hiring of new employees, supervision of all team leads and operations, promotion of staff, and termination of individuals when necessary.
  • Maintain a continuous training curriculum that includes a coaching support team of supervisors.
  • Analyze performance results and implement department improvements.
  • Determine appropriate staff levels and implement strategies to ensure efficient operation of department.
  • Accountable for all mail handling from receipt to customer response.​
Lead Performance Improvement Coordinator , 06/1999 to 07/2005CIGNA HealthCare － Bourbonnais, IL
  • Managed a team of ten support supervisors.
  • Provider of hands on education for call handlers and claims representatives.
  • Followed established departmental policies and procedures, operating memos and corporate policies to resolve claims and claims issues.
  • Quality liaison for the decision making team, responsible for providing current metrics (Centerview, DAR, BRIO), forecasting improvements, executing proposed changes, and measuring the outcomes.
  • CIGNA Healthcare's single point of contact pertaining to all standard operating procedures within the hub site.
  • Periodically tested successful deployment for auto-adjudication of claims.
Education
BBA:Business,2004Olivet Nazarene University － Bourbonnais, IL, USA
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Resume Overview

Companies Worked For:

  • American Water Enterprises
  • American Water Resources
  • Threesource
  • CIGNA HealthCare

School Attended

  • Olivet Nazarene University

Job Titles Held:

  • Project Manager - CRM Implementation
  • Senior Customer Service and Performance Manger
  • Director of Customer Service
  • Lead Performance Improvement Coordinator

Degrees

  • BBA : Business , 2004

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