Customer Relationship Manager Resume

SUMMARY

me am highly motivated, have worked for many years in dynamic environments, have alot of experience successfully working with customers and, leading complex projects.
Teh table below summarizes some of teh key skills and experience that would make me a high - performing Business Analyst / Project Manager.
me look forward to teh opportunity to discuss my education and experience further.
Successfully managing multiple projects simultaneously, on-time and on-budget
Identifying needs / requirements and managing scope
Managing stakeholder expectations
Working TEMPeffectively at all levels of teh organization
Creating and implementing change management and business readiness processes
Identifying and resolving issues and managing risks
Strong communication skills both written and oral
Experience creating and implementing communications strategies
Ability to communicate across organizations and organization levels
Strong interpersonal skills that allow me to easily gain trust and respect at all levels
Strong presentation skills
Experience managing cross-functional teams to successful results
Fast learner and able to learn new processes and software quickly extensive experience analysing, documenting, improving and, implementing workflows.
Ability to think strategically and create solutions that are implementable
Able to successfully work independently or collaboratively as part of a team

PROFESSIONAL EXPERIENCE

Confidential

Customer Relationship Manager

Responsibilities:

Develop and maintain relationship with ITS customers to serve as their liaison to improve communications and their experience with ITS services.
Advocate for customers to assist them in finding technology solutions to meet their unit mission.
Develop relationship with ITS service owners and managers to understand service strategy, and changes, to assist in communication to customers.
Bring together teh right people from teh Michigan IT community to work on challenging issues.
Identify common unit needs and assess opportunities for replication of processes and systems across units.

Confidential

Senior Manager

Responsibilities:

Managed team of subject matter experts in teh testing of an implementation of a complex Case/Disease/Utilization Management system for a large regional HMO.
Developed new operating model and performance management process ( KPIs and balanced scorecard dashboard) for teh Medical Informatics department of a large regional HMO.
Key deliverables included: New operating model for teh department, Performance Metrics, Reports and Dashboard, Training Materials and, change management process.
Developed training program and materials for teh professional development of our internal consulting staff.
Identified needed capabilities, identified current gaps, developed program and materials to create needed improvements.

Confidential

Senior Manager

Responsibilities:

Responsible for managing project teams (identifying and securing needed resources, defining deliverables, creating timelines and defining milestones, creating and managing communications strategy, managing day-to-day efforts, managing issues/risks and, ensuring teh quality of deliverables.)
Advised CIOs and led large, complex IT operating model transformation projects.
Managed multiple project teams simultaneously with local and remote resources.
Led teh development of a new IT operating model (including KPIs and service level agreements) and teh sourcing of IT services for a divested wireless equipment manufacturer that was sold to a private equity firm
Led teh assessment of IT services sourcing opportunities, development of new IT operating model and managed RFP process for a global hospitality company that was divested from its parent.

Confidential

Manager

Responsibilities:

Responsible for managing project teams to successful completion of projects on-time and on-budget.
Improved client IT operations with reduced costs and improved services
Assisted clients to negotiate IT service contracts and implement improved processes.
Advised and led IT reorganization for a multinational wireless provider that needed to reduce costs, improve services, and increase transparency of its IT operations across 5 Latin American countries.
Improved IT operations with reduced costs and increased service performance for national pharmacy benefits management (PBM) company that needed to redeploy resources from teh support of current systems to teh development of new systems to support their growth strategies.