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
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Professional Experience
Project Manager - CRM Implementation , 04/2012 to CurrentDanaher － 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, 07/2006 to 04/2012American 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 , 07/2005 to 06/2006Threesource － 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 , 06/1999 to 07/2005CIGNA 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,2004Olivet Nazarene University － City, State, USA
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Resume Overview
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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