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Customer Success / Project Manager Resume

New York, NY

SUMMARY:

  • Customer - oriented Customer Success and Project Manager with strong history of leading high-performance teams to meet or exceed objectives.
  • Dedicated and hardworking with internal drive to deliver excellence.
  • Tactical team builder with strong background in training and team development.
  • Accomplished professional with over 8 years of experience in driving enterprise-wide project management and process improvement initiatives.
  • Expertise in aligning organizational processes on global scale through Financial and Regulatory Technology.
  • Demonstrated leadership skills that drive enterprise optimization goals and enhance organizational operations.
  • Bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation in high tech environments.
  • Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects. Solid understanding of project management tools.

SKILL:

  • Word, Outlook, Project & Visio
  • Writing use cases, user story, test cases, test plans, & test scripts/procedures
  • B2B customer relationship management
  • Software integration & Implementation
  • Stakeholder relations
  • Strong analytical skills
  • Software Development Lifecycle
  • On: site product demonstrations & Training
  • Regulatory compliance knowledge
  • JIRA
  • Technical
  • SharePoint
  • Pivot Tables & Macros
  • SQL
  • HTML
  • CSS
  • JavaScript

EXPERIENCE:

Customer Success / Project Manager

Confidential, New York, NY

Responsibilities:

  • As the Champion team, responsible to support customers during both pre-sale and post-sale engagements and act as the main point of customer contact during their relationship with Confidential - SaaS cloud-based solution.
  • Create workflow for financial services to ensure compliance for regulations such as, Dodd-Frank, CCAR, MiFID, FACTA, Basel, CFT/AML/KYC, WORM and GDPR.
  • Client Onboarding - Set and manage client expectations
  • Supported remote and online training initiatives by writing manuals and PowerPoint slides.
  • Have extensive knowledge of the regulatory landscape within financial services either within in a financial institution, consulting business or technology company.
  • Manage the delivery of product demonstrations, customer proof of concepts and product roll-out, from initial discussions through to successful delivery.
  • Ensure customer needs are established, fully qualified, documented and articulated to support effective delivery of objectives and requirements.
  • Collaboration with internal stakeholders to plan required resource, develop and agree measurable objectives and monitor progress through to delivery.
  • Delivery of in person product training as required both internally and externally by customers.
  • Support customers with the successful deployment of Confidential and establish opportunities to increase value within their organization.
  • Support customer change management activities to support effective deployment of solutions.
  • Track record of overseeing successful deliverable across multiple projects within agreed deadlines.
  • Build and maintain relationships with both internal and external stakeholders.
  • Applied extensive expertise in System Development Life cycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.

Project Manager/ Project Coordinator

Confidential, Newark, NJ

Responsibilities:

  • Issues and Risk Management: Log issues and risks, follow-up with clients on issue and risk status, and track issue and risks through to resolution
  • Presented information to senior stakeholders in charts and graphs, such as timeline and resource utilization by creating PowerPoint slides.
  • Meeting Management: Schedule meetings, send invitations, book rooms, arrange for a conference line, manage attendee list, attend meetings, take and issue meeting minutes
  • Maintain project schedule and follow-up with responsible parties, updating task completion information, resources, adding detail tasks, establishing dependencies, etc.
  • Maintain project documentation on MS Project and SharePoint
  • Communicate and maintain status report (I.e., tactical sections, such as milestone progress, risks and issues)
  • Maintained project progress, including status of key deliverable, issues, risks, etc., evolving into a “go-to” person for questions for those not as engaged in day-to-day details
  • Completed full-scale project plans, including overseeing engineering activities and design processes.
  • Discussed proposals with interested parties such as vendors, contractors and facility review boards.
  • Produced status reports for customers and senior management.

Project Management

Confidential, New York, NY

Responsibilities:

  • Part of internal development teams and business partners across the Compliance department, including Financial Crime, to identify scope and define approach as well as execute on key deliveries.
  • Responsible for creating business requirement documents, data mapping diagrams and functional requirement documents.
  • Managed and tracked progress of project tasks across several Compliance initiatives, including, but not limited to, maintaining project plans, resource allocation charts and many other project documents.
  • Work as Project Manager leading key Compliance and Financial Crime initiatives in the Americas, APAC, and EMEA including scoping, executing, and communicated key deliverable for 5 projects at a time.
  • Analyze transactions, set up account alerts across business lines. Initiative to ensure due diligence for potential Bank Secrecy Act/Anti Money Laundering (BSA/AML) red flags.
  • Manage and generate alerts intended to identify persons and/or entities that may be laundering money, perpetrating consumer fraud, victims of consumer fraud, or funding terrorism.
  • Perform reporting and requirements gathering for a variety of AML/KYC money laundering detection activities in support of BSA and AML regulations. This was to prevent financial crimes against the government and decreasing risk.
  • Create and manage project plan, provide updates to senior stakeholders, and provide user training
  • Manage the team’s pipeline to ensure timely completion of cases and appropriate management of the team’s capacity
  • Lead weekly calls to track progress, delegate tasks, and coordinate cross-team initiatives including resource allocation, workflow management, and data collection.
  • Work closely with development teams (Aladdin Product Group) to define and translate Aladdin-based project initiatives into achievable technical requirements.
  • Direct and perform end-to-end User Acceptance Testing (UAT) for Compliance workflows on Aladdin Dashboard, Green Package, and centralized data repository (Data Lake).
  • Issues tracked and resolved via JIRA or escalated to engineers in order to adhere to timelines and eliminate roadblocks.
  • Define requirements, determine scope, and make strategic decisions for project plan presentation at annual offsite meeting with senior leaders.
  • Organize content and communicate cross-functionally by creating comprehensive SharePoint content such as Gantt charts, project plans, and data-mapping diagrams.

Business Analyst/Project Management

Confidential, Plano, TX

Responsibilities:

  • Upload Integration Service - 4 Excel based Macros currently used to upload and capture OFAC data into back office systems
  • Improve efficiency and reduce operational risk by integrating upload process into final step of KOFAX OFAC/AML data capture workflow, removing manual steps.
  • Smart Capture - build database of previously captured OFAC/AML nouns. To enhance KOFAX OFAC/AML application to automatically capture any known OFAC/AML nouns, improving operational efficiency.
  • Created BRD, kept up to date document on BoA database (Discovery), Kept documents up to date on Quality Center (QC), and meeting minutes.
  • Lead meetings with international clients created Requirement traceability matrix and document for high- and low-level design, created Process Flow, led daily/weekly team meetings.

Business Analyst/Project Management

Confidential, New York, NY

Responsibilities:

  • Working on web application development projects from end-to-end, through complete SDLC.
  • Interacting with all team members from stakeholders, developers, testers, project manager, and release managers.
  • Gathered business requirements by interacting with the end-users to create BRD. Converted the BRD into FRD (functional requirements specification document.) Also, change requests from the client by filling Change Request Forms (CRF).
  • Performed in depth Gap Analysis with different business groups by arranging meetings on weekly/bi weekly basis to ensure that the system initiatives are met, analyzed and documented.
  • Created Use Case documents and Process Flow diagrams using Microsoft Visio for all System Functionalities.
  • Involved in Verification process on a regular basis using check lists, wrote SQL queries to check the database integrity.
  • Recorded results and reported defects to development team using Quality Center (QC) and maintain project documents in project repository, sharing lessons learned.
  • Manipulated data using pivot tables, pivot charts and macros in Excel.

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