Jenelle E. Papin
North Tonawanda
Summary
Dynamic Senior Client Services Project Manager at Thermo Fisher Scientific Inc. with expertise in project management and stakeholder engagement. Proven track record of enhancing customer satisfaction through strategic risk analysis and compliance documentation. Adept at optimizing processes to drive productivity and foster strong client relationships.
Overview
15
15
years of professional experience
Work History
Senior Client Services Project Manager
Thermo Fisher Scientific Inc.
Grand Island
03.2022 - Current
- Established and developed a dedicated role that specifically addressed the successful execution of Commercial Supply Agreements through partnering with internal teams, and developed appropriate workflows to provide exceptional customer service.
- Facilitated regular face-to-face customer joint project team meetings to address project updates, timelines, and stakeholder feedback.
- Developed and maintained project production plans, timelines, and manufacturing trackers to monitor and manage project milestones.
- Developed and maintained project documentation for compliance and tracking.
- Trained team members on project management tools and methodologies regarding Commercial Supply Agreements.
- Analyzed project risks, developed mitigation strategies accordingly, and managed escalations when necessary.
- Implemented best practices to enhance and elevate customer satisfaction and service quality for Commercial Supply Agreement customers.
- Monitored progress against established goals and objectives for all projects, including achieving and maintaining 95% OTIF over the course of three years.
Technical Trainer
PostProcess Technologies
Buffalo
06.2021 - 03.2022
- Spearheaded and managed multiple projects for process improvements across various departments, which stimulated and increased productivity, leading to increased sales.
- Reimagined, updated, and developed training for the Sales Team and Channel Partners to educate the team on product lines, launches, and proprietary technologies.
- Facilitated live virtual solution experiences for potential customers, including implementing an updated process to enhance the current benchmarking process.
- Created and maintained technical documents for owners' manuals and site prep guides for current and upcoming solution launches.
Senior Technical Trainer
Nova Healthcare
Williamsville
05.2020 - 05.2021
- PM of the development and implementation of the entire new hire curriculum for Customer Service Reps, which included virtual and in-person instructional tools.
- Built strong working relationships with business partners and clients to instill trust when implementing new training philosophies and practices, by using the Torrence Incubation Model.
- Developed a 4-module Customer Experience program designed to engage reps personally with members while providing exceptional customer service during each interaction.
- Member of a strategic project that helped to design and implement SOPs for the entire Operations department, including Customer Service and Claim Adjudication.
Project Management Administrator
Mahle Behr
Lockport
08.2016 - 05.2020
- Lead Project Administrator for NA Thermal Division and global lead Trainer and Administrator for PMO including providing support for all users for the Product Development process in SAP.
- Managed and conducted the implementation and rollout of SAP PPM, which included development of a training plan, verifying system access for all locations, and delivering training through instructor-led sessions, e-learning programs, workshops, and videos for both NA HVAC and compressors globally.
- As Transition Team Lead, I worked closely with the global process team to implement, develop, and improve current project management processes, including reviewing and enhancing training materials that impacted all locations globally.
- Developed and implemented a project governance plan to provide support to project managers in order to maintain Product Development projects to management's desired project metrics.
- Conducted performance testing for systems quarterly to provide feedback for potential enhancements.
Senior Development Trainer
Yahoo! Inc.
Lockport
08.2013 - 08.2016
- Lead Project Trainer for roll out of the Soft Skills Program, Chat Support, and Daily Fantasy projects. Developed curriculum and course materials for major company launches while working closely with the PdM, QA, Ops, and Engineering to deliver training to all parties supporting the launches.
- Managed training associated with the Associate Program, which included mentoring and managing assigned tasks within the program, along with development and delivery initiatives.
- Served as Project Manager on various projects related to new products, systems, and company-wide initiatives, including improving the current course structure in the LMS.
Senior Procurement Agent
M&T Bank
Buffalo
03.2010 - 08.2013
Education
Master of Science - Creative Studies And Change Leadership
Buffalo State University
Buffalo, NY08-2006
Bachelor of Arts - Sociology
University At Buffalo, State University of NY
Buffalo05-2003
Skills
- Project management
- Customer relationship management
- Risk analysis
- Compliance Documentation
- Process optimization
- Stakeholder engagement
- SAP
- JIRA
- JDE E1
- Oracle
- Agile
Timeline
Senior Client Services Project Manager
Thermo Fisher Scientific Inc.
03.2022 - Current
Technical Trainer
PostProcess Technologies
06.2021 - 03.2022
Senior Technical Trainer
Nova Healthcare
05.2020 - 05.2021
Project Management Administrator
Mahle Behr
08.2016 - 05.2020
Senior Development Trainer
Yahoo! Inc.
08.2013 - 08.2016
Senior Procurement Agent
M&T Bank
03.2010 - 08.2013
Master of Science - Creative Studies And Change Leadership
Buffalo State University
Bachelor of Arts - Sociology
University At Buffalo, State University of NY
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