Senior Project Manager resume example

• Standing up a brand new Data Center for Delta’s Disaster Recovery.
• Provides direction and leadership to project team members for medium to-large sized application and/or infrastructure projects that are moderate to high complexity.
• Ensures project results contribute positive business value and meets agreed upon scope, cost, schedule and quality business results.
• Acts as a change agent for Delta IT, provides program / project management methodology fundamentals and expertise.

· Managed multiple project teams ranging from 20-100+ developers, architects, quality assurance (QA) personnel, and business analysts, maintaining project scope, scheduling, and resources.

· Enhanced the inbound customer care channel by leveraging centralized automated real-time decisioning, improving customer satisfaction and team performance.

· Trained five individuals in project management methodologies, including mainly Agile.

· Spearheaded the redesign of a confirmation letter workflow to improve customer communications, reduce annual costs by $6.9M, and reduce processing time from three days to 12 hours.

· Led an enhanced data alerting and self-provisioning initiative to enable customers to upgrade their data plan via text message, accounting for 40% of monthly data step ups.

· Developed a campaign to allow customers to auto-enroll to paper-free billing, pushing paper-free billing from 40% to 55%, saving $2.7M each month for customer accounts.

· Migrated the complex global pricing structure from a legacy platform to a newer platform.

· Rolled out a company-wide price plan restructuring initiative to improve customer retention.

· Synthesized and analyzed customer relationship management (CRM) data from the warehouse to drive proactive customer service support and improve call center efficiency.

Analyzed business needs, determined project requirements, and ensured on-time delivery (OTD) by implementing reporting metrics and process improvements

• Played an instrumental role in developing key projects to improve the customer experience and airline operations, using C++ , Java, C# and data warehousing skills to conduct analyses.
• Designed and delivered software for fraud prevention by blacklisting fraudulent travel agencies to minimize Delta’s system vulnerability.
• Developed software for handheld point-of-sale (POS) devices for airplanes, streamlining the sales process for meal and beverage purchases.
• Reduced the lost luggage rate for the airline by implementing a baggage tracking system.