Karina Morales Fernandez
Pittsburgh,PA
Summary
Experienced Digital Project Manager and Account/Customer Success Manager bringing more than 4+ years of experience in related roles. Currently responsible for a revenue of $3 million with a yearly increase of 10%. Highly effective at project planning applying technical abilities, completing tasks according to budget and scheduled goals, collaborating with backend development, design and other internal teams. Successfully launched from scratch many sport mobile products that are used by 200+ sports clubs. My current portfolio includes clients of the NFL, NBA, LaLiga, MLS, NHL, LigaMX and more. Experience using: Jira, Asana, Agile, SalesForce, Microsoft Office, GSuite. Bilingual fluent in Spanish.
Overview
9
9
years of professional experience
Work History
PROJECT MANAGER
BNY MELLON
06.2023 - Current
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Successfully managed multiple projects in the Corporate Engineering department simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Managed internal BNY Mellon risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Established effective communication among team members for enhanced collaboration and successful project completion, facilitating project team meetings (with various groups) and preparing/delivering status reports.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
DIGITAL ACCOUNT/PROJECT MANAGER WEB AND APPS
YINZCAM
05.2021 - 05.2023
- Day-to-day management and execution of digital assets web/mobile
- Managing customer portfolio of 45 accounts
- Performed daily use of digital platforms, such as Content Management Systems, perfect understanding of inner workings of mobile apps, cloud-computing platforms, and other common technologies
- Planning sprints, following tasks, creating roadmaps, paying extreme attention to details, tracking successful execution of multiple digital projects at every step, from concept to delivery ensuring client satisfaction with YinzCam's delivery of products and features. Keeps releases moving through product-development/testing pipeline, eliminating delays and blockers
- Develop trusted advisor relationship with key customer stakeholders and executive sponsors such that all YinzCam activities are closely aligned with customer's business case and business strategy, allowing full potential of their YinzCam solution to be realized, become their Technical Advisor, making sure that clients are aware of all available features that YinzCam platform have to offer
- Establish and deepen relationships with YinzCam clients by providing exemplary support as their primary contact within us
- Monitor customer health, conducting periodic customer health-checks, adoption, utilization, customer sentiment and other metrics throughout customer's journey
- Serve as voice of customer and collect feedback to drive continuous improvement across all areas including product.
CUSTOMER SUCCESS MANAGER
JAZZHR
12.2019 - 05.2021
- Managing portfolios of 45-65 clients, partnering closely to ensure customer satisfaction, renewal, and growth
- Exceeding monthly goals: upgrades, churn, third party referrals, customer retention, contributing to a high rate of subscription renewals. Identifying and assessing renewal risks and collaborate with internal teams to remediate and ensure successful renewal
- Providing unified and consistent experience, assisting clients to achieve and accelerate their HR platform transformation goals
- Develop trusted advisor relationships with customer stakeholders to provide correct solutions to achieve full business value
- Monitor and identify trends in adoption and utilization and provide guidance to customers as part of regularly scheduled business meetings reviews
- Drive upsells of JazzHR product suite to increase contract value over time
- Work closely with Sales, Support, and other Technical teams to ensure exceptional customer experience.
TECHNICAL SUPPORT ANALYST II
JAGGAER
06.2018 - 12.2019
- Responsible for successful technical analysis and resolution of client's reported incidents
- As part of the support team, perform technical troubleshooting and data analysis to determine root causes of reported platform bugs recommending appropriate work-around(s) and solutions
- Work directly with clients to conduct data analysis, data migrations and third party integrations
- Document all internal and external correspondence related to incident resolution
OPERATIONS SUPPORT ANALYST
OPUS - HIPEROS
09.2015 - 11.2017
- Design, manage, & execute the implementation of the Hiperos Risk Management Solution platform
- Analyzes business needs, conceptualizes solutions, ROI evaluation
- Help execute tasks and complete deliverables
- Relationship Development, establish and develop partnerships to drive results
- Run demos and meetings with stakeholders providing excellent customer service. Proactively identify issues and working with internal partners to find and execute solutions.
- Meet established deadlines and communicate delays
Education
Bachelor of Business Administration - Business Management
Universidad De Piura
Piura-PeruSkills
- Customer Account Management
- Digital Marketing campaigns
- Project Management
- Project planning and development
- Cross-Functional Collaboration
- Risk Management
- Strategic Planning
- Content Creation/CMS
- Training and Onboarding
- Client Relations
- Customer Retention
- Cross-Functional Collaboration
Timeline
PROJECT MANAGER
BNY MELLON
06.2023 - Current
DIGITAL ACCOUNT/PROJECT MANAGER WEB AND APPS
YINZCAM
05.2021 - 05.2023
CUSTOMER SUCCESS MANAGER
JAZZHR
12.2019 - 05.2021
TECHNICAL SUPPORT ANALYST II
JAGGAER
06.2018 - 12.2019
OPERATIONS SUPPORT ANALYST
OPUS - HIPEROS
09.2015 - 11.2017
Bachelor of Business Administration - Business Management
Universidad De Piura
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