Serenity Flickinger
El Reno,OK
Summary
Organized Senior Project Manager with experience completing projects by leveraging top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.
Overview
18
18
years of professional experience
Work History
Senior Project Manager
Conduent
Richardson , TX
11.2016 - Current
- Closely collaborated with project members to identify and quickly address problems.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Executed projects and acted as senior project manager for multiple technology, operational excellence, software, compliance, contact center efficiencies and new builds across globe.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Provided outstanding service to clients through effective communication and transparency in effort to promote future business opportunities.
- Kept project on schedule and within budget while serving as project leader.
- Lead projects between $1M - $10M
- Communicated project plans and progress to key stakeholders and project contributors.
Customer Care Manager / Project Coordinator
Conduent
Richardson, TX
11.2014 - 10.2016
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information for the top 5 healthcare clients.
- Coordinated timely responses to online customer communication and researched complex issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed new employees and on-going performance assessment of current employees.
Customer Support Manager / Senior Account Manager
US BANK
Naperville, IL
06.2012 - 11.2014
- Maintain book of clients worth $8M in transportation revenue
- Develop and maintain strong working relationships with client’s key stakeholders across all functions.
- Communicate with Transportation / Logistic / Financial personal the client’s current account health which includes but not limited to: Key Performance Indicators (KPIs), customer’s open issues, project management log updates, project implementations, logistic issues, EDI, and actions needed along with commitment for resolution.
- Chair business implementation meetings as appropriate and provides periodic project status reports
- Take ownership for submitting statement of work for customer projects and become lead contact for the customer for balance of the project life cycle
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Service, Training & Development Manager
GrillSmith Restaurants / Front Burner Brands
Tampa, FL
02.2004 - 06.2012
- Lead manager to oversee the opening of 4 new locations.
- Develop, implement, and monitor training programs within the organization
- Analyze Profit and Loss report and act on areas of opportunity for the operation
- Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets
- Increase sales revenue while maintaining customer satisfaction and relationships.
Education
B.S - Business Management
University of South Florida
Tampa, FL05.2011
PMP Certification - Project Management
PMI Institute
United States06.2019
Skills
- VISIO process flows
- Wrike project software, Microsoft Project, & Smartsheet
- Expert Project management
- Lean Six Sigma Green Belt Certified
- Issue and Complaint Resolution
- Client Interactions
- Risk Mitigation Planning
- Compliance Requirements
- Operational Policies and Processes
- Business Development and Planning
- Business Growth
- Budgeting and Resource Management
Hobbies
Photography (personal website: www.lighttrailimages.com). Volunteer coordinator for local high school band boosters. Reading. Grilling with friends & Family. Theatre. Family charity 501c animal rescue (Kosipaws Rescue)
Timeline
Senior Project Manager
Conduent
11.2016 - Current
Customer Care Manager / Project Coordinator
Conduent
11.2014 - 10.2016
Customer Support Manager / Senior Account Manager
US BANK
06.2012 - 11.2014
Service, Training & Development Manager
GrillSmith Restaurants / Front Burner Brands
02.2004 - 06.2012
B.S - Business Management
University of South Florida
PMP Certification - Project Management
PMI Institute
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