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Customer Management Lead Resume Profile

Bloomington, IL

Professional Summary

  • Experienced IT Project Manager with 12 years of experience in IT Program Management, Project Management and Service Management.
  • Overall Eighteen years of IT experience in Insurance, Financial Brokerage and Manufacturing industries.Strong experience in the insurance domainand CRM implementations.
  • Managed medium and large sized projects and service teams with budget ranging from 100,000 up to 6 millionand teams consisting 10-15 individuals up to 50-60 individuals.
  • Expert in waterfall, Scaled Agile and iterative methodologies.
  • Extensive experience in handling Non-public Personal Information NPI . Broad understanding of various privacy acts such as Gramm Leach Bliley Act, Telephone Consumer Protection Act, Canada's Anti-Spam Legislation, Fair Credit Reporting Act and HIPAA.
  • Over 9 years' experience in ITIL lifecycle phases- Service Transition and service Operations and availability management process.
  • Experienced in Web based and Mainframe technologies- IBM Mainframe, JAVA, J2EE, VB, DB2, ORACLE, IMS, COBOL, JCL, HP Service Manager and HP BSM/ BAC.

Professional Experience

Confidential

Customer Management Lead

Key Highlights

  • CRM portfolio is 50 million a year program consists of various programs. I am program lead for Customer tower within CRM portfolio.
  • Responsible for managing and delivering IT capabilities for the Customer tower.
  • Evaluate, assess and prioritize changes for the customer tower and ensure changes align with the departmental strategy.
  • Manage program backlog and coordinated work intake process.
  • Coordinate project discovery, project pre-planning and project initiation.
  • Coordinate release planning with business owners, PMs and development teams.
  • As area privacy coordinator consult with projects to ensure adherence to privacy laws- GLBA, FCRA, HIPAA, CASL and CAN-SPAM.
  • Managestakeholder expectations and coordinate with business and systems teams to identify and implement IT solutions.

Confidential

Project Manager

Key Highlights

  • Successfully delivered multiple projects for transformation and for implementing the legislative requirements.
  • Managed complete project life cycle- Project planning, project initiation, project execution and implementation and transitioned to service utilizing ITIL service transition processes such as- knowledge management, release management and change management.
  • Evaluated and assessed business needs and translated it into project deliverables and objectives.
  • Stakeholder Management- collaborated with various stakeholders to remove obstacles and ensure successful and timely implementation of the projects.
  • Resolved numerous issues and including- staffing issues, dependencies, technical issues, scope creep and conflicting stakeholder expectations.

Confidential

Customer Data Quality Systems Service Coordinator

Key Highlights

  • Lead a large service team consisting 40 individuals and annual service budget of 6 million dollars.
  • Ensured that service team meets the Key Performance Indicators and Service Level Agreements.
  • Devised and Implemented solutions that resulted in cost reductions by approximately 20 and improved adherence to the Service Level Agreement.
  • Resource management- hired and mentored new team members, performance evaluation and provided feedback.
  • Analyzed and improvedbusiness processes to diagnose defects and issues that impact accuracy and integrity of customer Data.
  • Collaborated with stakeholders to envision and implement changes which resulted in cost savings and improved customer satisfaction.
  • Implemented various ITIL processes- incident management and problem management resulting improved alignment of IT capabilities with business goals.

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