Customer Management Lead Resume Profile Bloomington, IL - Hire IT People

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.