Project Management Resume

SUMMARY

Creative energetic Leader with exceptional work ethic; experienced in managing small to large projects. Skilled in developing and implementing sound business practices within fast - paced, demanding environments resulting in successful project completion:
Extensive experience in high profile, mission critical projects
Accomplished relationship manager of cross functional teams
Exceptional communicator at all levels
Accomplished problem solver

PROFESSIONAL EXPERIENCE

Project Management

Confidential

Responsibilities:

Managed project to select and implementVaricent/ IBM Cognos ICM
Directed annual incentive planning for 5 lines of business, 30 incentive plans for > 8,500 employees
Directed conversion of Incentive Legacy systems to Web based application
Selected to participate in consolidation of district sales/service and customer operation functions to national headquarters

Management Performance Reporting

Confidential

Responsibilities:

Established incentive plan and sales contest modeling and modeling presentation methodologies to ensure pricing was within budget.
Directed performance reporting needs analysis throughout career across multiple industries: Medical Devices, Third Party Service Provider/Reseller, Financial Services
Extensive knowledge with Retail banking sales and performance report development with specialization in the area of branch, small business banking and phone banking.
Led development of reports for measurement and analysis of data and performance across multiple functional areas: Sales Performance, Finance, Call Center Metrics, Quality metrics and service level objectives
Exceeded contractual customer service levels and customer satisfaction survey ratings within 60 days after Go Live; maintained same performance through contract period
Directed development of new quality assurance metrics
Reduced overtime in call center by 55% in 6 months
Reduced call center hold time from 80 seconds to 20 seconds
Reduced abandon call percentage from 12% to 3%