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Senior It Project Manager Resume

MI

SUMMARY:

Enthusiastic and dedicated business professional possessing a versatile skill set cultivated through and experience in positions such as Vice President, Director, Global Manager, Project Delivery Lead, etc. proficient at achieving goals, motivating teams and exceeding client expectations.

PROFESSIONAL EXPERTISE:

  • Senior Project Manager (PM)
  • Program Manager
  • Confidential (OCM)
  • Communications
  • Customer Relationship Management (CRM)
  • Global IT Services
  • Business Process Outsourcing (BPO)
  • Business Analyst
  • Process Re - Engineering
  • Delivery Lead
  • Business Readiness
  • Marketing
  • Customer Service
  • Business Process Improvement (BPI)
  • Performance Analysis and Survey
  • Operations
  • Consulting
  • Call Center

CORPORATE EXPERIENCE:

Confidential, MI

Senior IT Project Manager

Responsibilities:

  • Consumer Credit and Risk Operations - delivers innovative IT solutions and maintains applications used daily by the business, customers and dealers across the Auto Finance and Ally Insurance benefits units; develops and maintains technology solutions supporting many areas like retail auto finance, commercial lending, sales and marketing, collections, service contracts and more.

Senior IT Project Manager

Confidential

Responsibilities:

  • consumer facing website providing self-service capabilities to auto finance customers via desk/laptop, mobile website and Android or iOS app.
  • Leadership roles on IT Program Team responsible for:
  • Managing key IT resources including employees, contractors, and performing suppliers to delivery key functionality
  • Owning medium to high complexity projects and small programs including high profile assignments
  • Ensuring all projects deliver to defined objectives maintaining overall accountability for delivery of programs
  • Establishing and managing timelines and cross-team dependencies by facilitating coordination and communication between all projects in the program
  • Managing, proactively, the identification of risk, issues, and change controls and establishing PM routines to mitigate risks and escalate issues
  • Assisting in vendor activities (RFP’s, selection, SOW’s, etc.) and securing vendor products and/or services
  • Managing estimates and financials for all projects and programs
  • Facilitating project delivery reviews/governance ensuring quality end-to-end project delivery
  • Interfacing daily with IT, business partners and vendors providing direction and oversight to design, develop, test, deploy and sustain solutions
  • Managing interdependencies between projects in and outside scope of responsibility
  • Applying knowledge of and supervising teams engaged in methodologies, life cycles, budgets, scope, risks, schedules, process improvements, etc. in order to produce quality project deliverables

Confidential, MI

Project Manager

Responsibilities:

  • Leading multiple projects focused on healthcare reform compliance, customer acquisition and retention
  • Coordinating communication efforts with sales and marketing teams to ensure adequate service
  • Meeting the IT related support needs of customers with unique requirements

Project Manager

Confidential

Responsibilities:

  • Ensured compliance with governmental mandates for healthcare reform specific to taxes and fees
  • Implemented PeopleSoft Accounts Receivable (PSARv9.1); integrating claims and billing systems
  • Ensured materials were change management oriented and designed for adoption by the organization in order to make certain mandate compliance is achieved
  • Managed vendor and internal teams (architects, developers, functional and tech leads, coordinators)
  • Outlined current and future state process flows to track taxes and fees receivables
  • Produced recurring reports from PS AR generated for use by the business, finance, etc.
  • Adhered to corporate auditing standards and aligning with government requirements
  • Drove ownership and adoption of new Governance, Risk and Compliance (GRC) technology solution (compliance management system used to monitor obedience to Confidential mandates)
  • Initiated organization change management efforts, after analyzing impacts and level of business readiness, focused on business case creation, stakeholder alignment, implementation methodologies, governance and organizational development
  • Created and implemented enterprise communications to minimize resistance and maximize engagement
  • Updated stakeholders in a recurring manner including several executive operating committees
  • Developed stakeholder surveys and interviews to perform periodic needs analysis
  • Designed and maintained GRC SharePoint site as the ‘nucleus’ for project activities and GRC materials

Confidential

Program Manager and Project Manager

Responsibilities:

  • Planned, directed and coordinated Confidential and communication plans for target stakeholder groups related to implementation of PeopleSoft Procurement
  • Leveraged communication avenues such as SharePoint, websites, newsletters, banners, posters, articles, Confidential messaging boards, corporate communications team, etc. enabling cultural transformation
  • Coordinated user acceptance testing and pilot activities
  • Gathered statuses from leads (project, technical, vendor/Oracle) to update various leadership groups

Confidential, MI

Project Manager and Program Manager

Responsibilities:

  • Designed program branded IS Compass for Information Systems, launched to support key IT initiatives
  • Led activities associated with IS Compass engaging all levels in organizational development
  • Practiced transformational methodologies to shift cultural view of IS
  • Coordinated executive communications, workshops and s
  • Provided C-level leadership with tools for customer interaction
  • Taskforces: IS SharePoint Buildout, CTO’s Continuous Improvement, Service Company Innovation

Confidential, MI

Global Communications Manager

Responsibilities:

  • Coordinated communications for CIO and other senior IT leaders
  • Authored scripts and talking points for public speaking engagements, acceptance speeches, press releases, webcasts, presentations and employee town hall meetings
  • Determined ‘best-fit’ communication vehicles and developed IT messaging plans, calendars, SharePoint content, etc. including change management materials
  • Researched and submitted entries for national IT competitions
  • Member of Global Internal Communications Team received from VP and CIO for cost containment initiatives

Confidential, TX

Vice President

Responsibilities:

  • Led grass roots effort to create PMO specifically designed to bridge the gap between sales and operations
  • Launched PMO University to groom staff members toward PMP s / careers in PM
  • Developed, implemented, and administered departmental project management functions, programs and policies for existing and new business units
  • Drove adoption of and adherence to governing processes
  • Supported RFP planning and estimations for PMO engagements
  • Increased number of resources with PMP s by >25%
  • Developed and executed recurring communication (internal and external) plans including website design and creation for both team and customer use

Confidential, MI

Vice President

Responsibilities:

  • Delivered products and services for clients per contracts (i.e.: tiers I, II, III with 24/7/365 support)
  • Established key performance indicators and processes for performance related metrics
  • Decreased temporary personnel to <5% nationwide from >30%
  • Member of Management Execution Team
  • Promoted from Director of IT Services working closely with various teams, customers and levels in a cross-functional manner

Confidential, MI

Vice President Customer Service

Responsibilities:

  • Implemented customer service strategy with diverse customer base
  • Improved collection totals for Confidential from $1M to more than $9M (some via subscription renewals)
  • Established multi-lingual customer care teams
  • Improved customer satisfaction scores by 23% in four quarters
  • Coordinated efforts of video and high-speed internet centers totaling more than 1,000 employees for customer service, repair, billing, sales and retention related inquiries

Confidential, CO

Director Customer Relations

Responsibilities:

  • Executed global communications strategy focused on enhancing customer touch points
  • Built and fostered customer loyalty program
  • Leveraged customer relationships to collect and transform d Confidential into an informational asset
  • Built and facilitated customer panels using survey results and advisory boards to generate change
  • Implemented global remote support service delivery model; $68M cost savings potential over four years
  • Saved more than $1.3M in expenses via renegotiating partner contracts, asset tracking
  • Influenced global consistency for remote support including diagnostics and interoperability
  • Lead redesign of customer escalation processes
  • Reengineered field communications procedures and requirements

Confidential, CO, CA, MI

Account Manager

Responsibilities:

  • Operated call center according to statement of work and contractual agreement
  • Managed daily interactions with CFO, CIO

Account Manager

Confidential

Responsibilities:

  • Generated revenue of >$9.8M from one inside sales camp Confidential n
  • Account received 1998 Achieving Call Center Excellence ( Confidential ) /TeleProfessional Magazine

Project Manager

Confidential

Responsibilities:

  • Analyzed AS-IS processes and created TO-BE enhancements
  • Facilitated benefit seminars with unions
  • Promoted thru Pension Administration Center (CSR, Sr. CSR, Supervisor, Manager)

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