Project Manager Crm Implementation resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
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 , 03/2012 to Current Danaher – Coralville, IA,
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, 06/2006 to 03/2012 American Water Resources – City, STATE,
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 , 06/2005 to 05/2006 Threesource – City, STATE,
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 , 05/1999 to 06/2005 CIGNA HealthCare – City, STATE,
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, Expected in 2004 Olivet Nazarene University - Bourbonnais, IL GPA:
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