Project Manager - Business Management Resume Search
Project Manager - Business Management Resume Search
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Project Manager Resume


Desired Industry: Business/Management SpiderID: 25292
Desired Job Location: San Francisco, California Date Posted: 2/27/2009
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Masters Willing to Relocate: No


Objective:
Joanne Gore, PMP

A project and relationship management professional who effectively combines analytical and leadership skills with expertise in service based businesses. Recognized as a successful problem solver with excellent follow-through skills; able to visualize strategies to meet goals, organize and implement operational objectives. These talents, along with excellent communication skills, can be used to add value as an individual contributor or team manager. Graduating from the UC Berkeley project management certificate program in April 2009.

WaMu Bank (A Division of JP Morgan Chase Bank), San Francisco, CA 2001 - 2009

Senior Project Manager/Business Analyst, Marketing Services:
2007 – 2009
Promoted to this position as recognition for standardizing and implementing project and relationship management processes for our rewards program vendor.

•Successfully led launch teams for high profile partner Loyalty websites including PetSmart; Fox Entertainment and VistaPrint Rewards.
•Facilitated communications and focused work effort of external technology provider and internal business groups.
•Created and documented business requirements for product launch efforts.
•Led all system upgrade projects for Maritz Loyalty Marketing.
•Completed all User Acceptance Testing for all web launches and system enhancements to Loyalty platform.
•Set up and tested all Acquisition Loyalty Reward mailings through technology platform and internal enrollment engine.


Project Manager IV, Marketing Services: 2005 – 2007
Promoted to this position as recognition for excellence in vendor relations and project management.

•Developed, and implemented industry best practices for project delivery of Loyalty web sites and management of Maritz Loyalty Marketing as service provider.
•Successfully led launch teams for HomePlus.com, eBay Premium Points.com, WaMu Real Rewards.com.
•Managed daily program operations for 2+ million Reward Program members and functioned as liaison for all internal business units to Maritz Loyalty Marketing.
•Managed all communications between internal WaMu departments and Maritz Loyalty Marketing.
•Marketing Services Subject Matter Expert for all Loyalty Programs.

Project Manager II, Operations:
2004 – 2005
•Led project team for Rebate Check Automation.
o Managed external vendors, Maritz Loyalty Marketing, Bank of America and internal departments, Treasury, Accounting, Marketing, Operations and Technology to meet project deliverables.
•Participated on project team on company-wide Records Management project.
o Led efforts on Electronic Archiving to Iron Mountain Virtual Storage Facility.
o Led efforts on documentation of record retention procedures and Statement of Work.

Project Manager II, Results Management: 2001 – 2004

•Implemented real-time, on-line escalation processing system which saved $60K per year.
•Authored response form letter library for customer inquiries saving $10K per year.
•Managed response and resolution team of five customer service representatives for Loyalty Rewards customer base.
•Managed escalation case files for all membership products, ensuring timely customer resolution and government compliance.
•Performed oversight on daily file processing and implementation of fixes for Loyalty Reward programs.

( Reduction in force due to purchase of bank. )

BROADVISION INC., Redwood City, CA 2001
Customer Reference Manager
Solicited and maintained customer testimonials for use in marketing materials.

•Managed reference process for InfoExchange Portal, Business Commerce and MarketMaker product launches.
•Planned and hosted onsite international client visits.
•Scoped project implementation of Access database for Customer Rewards Program.

( Reduction in force due to poor sales )

INFORMIX SOFTWARE, Menlo Park, CA 2000
Customer Reference Manager
Solicited and maintained customer testimonials for use in marketing materials.

•Worked on development of a user friendly customer reference database to facilitate the acquisition of customer references and upkeep of customers’ reference status.

( Company purchased by IBM and relocated to East Coast )


CENDANT CORPORATION, San Carlos, CA 1990 - 2000

National Bank Account Manager,
1999 - 2000
Promoted to this position as recognition for my skills in diagnosing error causes and making corrections to set-up procedures; preventing future occurrences. Managed relationships for fifteen $2M to $8M bank clients’ direct mail marketing programs. Assignments included clients with history of unresolved problems.

•Managed generation of $30M annually in billed premium.
•Managed and ensured all state compliance standards for mailings were met.
•Orchestrated mailing campaigns from data acquisition, creative mail piece development and mail production.
•Analyzed mailing campaigns for optimization and identified areas for improvement.
•Researched and resolved customer billing, client commissions, customer care problems.
•Supported external sales staff in developing new business and maintaining current client satisfaction.

Senior Account Manager - Credit Union Division, 1997 - 1999
Promoted to this position in as recognition for success in creating and managing Training and QA Department.

•Production and client relationship manager, overseeing direct mail marketing programs for division’s two largest brokers generating of $21M annually in billed customer premium.
•Produced largest mail volume in department with 1.9+ million mail pieces annually.
•Sold 100% of new clients on electronic billing option.

Training and QA/Development Manager, 1993 – 1997
Position created to fill need for formal training and quality assurance.
•Created; launched and delivered training programs for Customer Service and Quality Assurance Department.

Customer Service Manager, 1990 – 1993

•Trained and managed staff of 30 Customer Service Representatives and 4 Floor Supervisors.

( Company relocated to Tennessee )

EDUCATION:

UC Berkeley Project Management Certificate, Berkeley CA
(Complete 4/2009)
PMP Certified Project Manager
Lean Six Sigma Yellow Belt
Master of Arts, Business Communication, State University New York at Albany
Bachelor of Arts, Psychology/Behavioral Science (Cum laude), State University New York at Plattsburgh


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