Mari Friedrich Email and Phone Number

•Administratively supported two fast-paced Project Managers for IT/Financial Portfolio projects. Produced KPI analysis reports for IT, and Operations departments for this 26.5 million operation. •Project Management: Assist PM's with new client on-boarding, account monitoring, and document management; reviewed projects for contract compliance. Liaised with legal, compliance, accounting, financial wealth advisers to ensure consistency, and process control of client investment, assets, and insurance product wealth management accounts.•Project Management: Assisted with the development of program/project plans which include: Scope, Schedule, Cost, Risk and Issue management utilizing MS Project and related projects and add on services for wealth management members.• Major Projects Included: Internal Control Risk Management, Internal Control System Computerized Accounting Environment, Cost Volume Profit Analysis For Profit Planning. Windows 10 migration, Oracle NetSuite upgrades.•Proactively managed changes in projects scope, troubleshoot problems that arise with the onboarding of new clients, and implementation of new insurance products/financial services. Facilitated all weekly status calls taking notes, action items, and distribution to teams.•Managed client Oracle NetSuite database to ensure consistent, accurate and security provision for all existing/new clients. Attended pertinent meetings, and responsible for development of agendas and meeting minutes published to SharePoint.•Developed Executive level PPT presentations requiring high level of detail on project/KPI metrics: Audit trails, AUM, Customer acquisition cost, ROMI, Customer Churn Rate analysis, for Sr. Management.

Portfolio Projects Overview:Design and implementation of SAP Foundation: Set up the Infrastructure and Install and configure SAP S/4 Hana in the cloud. Create a set of Global standard business processes (OTC, PTP, PTF, RTR) that can be rolled out rapidly to Global Products and Corporate. Implement a standard set of pre-tested Interfaces that enable standardization and rapid deployment. Establish a program governance model that will support the implementing the solution globally. • Ensures standardization of JCI processes and technologies to deliver a seamless, global onboarding, and off-boarding experience of 300+ global resources in support of multiple Agile ERP SAP Implementation projects to support critical business, working with Director, multiple hiring managers, and external vendor stakeholders while ensuring highly responsive communication via JCI HR supported tools.• Create and maintain planning, tracking, reporting, quality management, and communication documentation ¦ Project reporting – milestone summary, key issues, risks, benefits, and costs.• Assisted in creating PM work plans for all projects undertaken by department PMOs, using PPM tools developed by EPMO and adhering to EPMO established standards.• Evaluated project scope, project resource additions by reviewing and submitting SOW,s CR's. Served as POC escalate project issues and risks to the assigned Project Manager. Facilitate meetings with project managers to collect status and discuss project issues, risks, and actions. • Create management reports and presentations as directed by Portfolio Manager to keep senior leadership up to date on schedule, budget, and deliverables' status published via SharePoint. Business Acumen: Respectful and Professional demeanor at all time, mastery skills in understanding the business, being agile and applying expertise in communication and working with diverse groups of people, skill sets.

Engaged as a Project Coordinator to assist in the Windows 10 migration upgrade deployment plan for 30,000 pc’s within Southwest corporate HQ..•Presented kickoff meetings for 30+ Technical teams, 26 individual BU’s to identify Windows 10 rollout plans, identify roles, and responsibilities, and follow up tasks for key support individuals within each.•Effectively coordinated the deployment schedule contacting both internal Technical and Business Unit Owners for scheduling and updates, with consistent follow through in communicating with teams in order to coordinate roll-outs.•Developed and maintained the Windows 7 upgrade schedule in MS Project. Reporting status and issues associated with the Windows 7 upgrades to Sr. PM. Designed weekly PPT status for Sr. PM, along with MS Project schedule updates•Maintained strong working relationships with teams to set expectations and ensure they are ready for the deployment, coordinating with vendor internal Southwest refresh team for hardware upgrades and lifecycle replacements, ensuring the schedule is current. •Coordinated computer replacement upgrade timing with the users. Assisted users with data migration before computer replacement, and verify user software inventory on current end user computers. •Ensured quality follow up with users post upgrade. Engaged with the internal SW SCCM tool to pull needed upgrade data and download into MS Excel for data reports sent to verify upgrades per Technical and Business units. •Successfully created Windows 10 Wiki page for visual presentation of key business metrics that featured graph models of migration key stats by BU’s, IT refresh team, and help desk metrics for clear visibility for project reporting to Sr. Management.

• Studied and executed primary teacher’s lesson plans closely to determine ways of carrying out programs of study.• Created classroom environments that are conducive to learning.• Guided students to achieve outcomes set forth in the curriculum.• Assisted students in understanding concepts introduced by the lead teacher.• Provided support with classroom assignments and special projects.• Oversaw students’ work and ensure that any behavior issues are handled promptly.• Observed students to determine signs of distress and address their issues immediately.• Supervised student activities during lunch and recess for elementary through high school age students.

PLM Windchill manufacturing software implementation project for go live release to 170,000 employee base. CLIENT: Johnson Controls Inc. - Milwaukee, Wisconsin•Maintained master project plan for 25 major Work streams, 900+ line MS Project plan escalating impact to Critical Path.•Collaborated with Program Manager and Sr. PM to integrate project plan into master project plan, reporting overall project health and status within Waterfall project methodology.• Effectively coordinated and tracked completion and approval of project deliverables, and work stream milestones in relation to the project timeline. Analyzed project scope, schedule. Efficiently managed weekly task management for 15 cross functional teams.•Provided advanced level proficiency in Microsoft Project 2013, including baselining and recommendation for resource lag.•Performed detailed resource leveling, while evaluating and de-conflicted resources for multiple work streams. Interfaced between senior management and project leads to gather and adjust scheduling parameters.•Developed Executive level PowerPoint presentations requiring high level of detail on current status and key metrics for Steering Committee decisions.•Designed business dashboard using SAS visual to conduct trend analysis on task metrics and workflow team metrics, especially relating to performance against plan. Provided project closeout audit for quality, and high accuracy of data.

Every day, our clients entrust their customers and business to our bilingual (English and Spanish) employees, who engage in telephone and Internet contact, call center operations, information technologies and management, telecommunications, sales, customer service and marketing efforts.We provide clients with:Higher quality telephone and web-based customer service and sales operationsLower base operating costsMaximum customer valueWe deliver through:Specialized computer telephony technologiesCall center development experienceMarketing management and process expertise •Provide end to end coordination services for new marketing, sales group onboarding, internal transition, and site consolidation projects using MS Project.•Managed and coordinated all marketing materials, including web, direct mail, brochure and other collaterals to all new onboarding sales groups in effective promotion of groups marketing, sales, and customer service goals.•Coordinated with Marketing, and Compliance, and Call center advisors to ensure proper organization of server files, provisioning of phone, electronic transfer of new customer data with internal/external teams. Proactive scheduling of weekly meetings through from project kickoff through go lives processes and handoff and project closeout procedures. •Generated routine and specialized reports for Executive and departmental use using Business Objects as well as performing queries and provided downloads of information as requested.

Project Manager for the Remote Managed Services of Cisco. Managed delivery of direct/AT&T telephony activation for Tele-Presence Services. Aligned with sales channels, service delivery team and Business Partners in support of strategic objectives in achieving high levels of customer satisfaction. •Successfully activated service for 11+ customers within the first 12 months of engagement, and aided in reducing the time to activate AT&T customers by 35%.•Conducted project/phase kick-off meetings within the Account team and customer to communicate individual roles and project expectations. Facilitated the communications of project plans directly with customer for project vision, goals, and objectives ensuring that appropriate information is exchanged among key stakeholders. Resolve of complex technical issues among cross-functional teams within ITIL service foundation methodology.•Managed the success of customer deployments, managing the planning and execution of contractual obligations; coordinating the interaction of internal, partner, and vendor resources toward the completion of key service projects.•Managed smaller/complex customer facing projects or multiple projects by implementing and transitioning Remote Managed Services for incoming new customers and/or services to Service Delivery Full Lifecycle Support. •Acted as single point of contact for customer during Service Activation phase and manages the project from start to completion. Effectively managed routers/switch, CTS device information- Remedy, Change Requests – ServiceNow.•Developed and managed MS project plans for the design, installation and implementation of Telepresence services in multiple locations working with onsite test engineers coordinating key provisioning tasks prior to activation of service for the customer.•Created and managed communication plans, project timeline, milestones, critical paths and deliverables in a constantly changing environment.

•Conducted side-by-side selling and coaching on delivering effective customer service to Retail Sales Representatives. •Provided ongoing T-Mobile product and service training for internal Retail Sales Representatives. Successfully executed direct sales adding 5 % to gross store margin on a monthly basis. Conducted 50-100 cold calls on local businesses, including 12 onsite sales calls on weekly basis.•Developed positive business relationships with local community businesses. Serve as point of contact for questions,problems, including customer issues, and ensuring prompt resolution to service issues. Responsible for direct sales of products and services to increase to sales quota per month, and full cash handling, draw balance and closing reports.•Organized and successfully executed sales events, increasing store traffic by 20%, manage expenses for events and business purposes. Tracked, and managed budget and report event status. Performed as document librarian for the organization and documentation for best practices of Retail Reach out project information in MS SharePoint.

•Provided instruction, and guidance of adult education. Exercised keen account management skills to average weekly caseload of 50-60 health club, and martial arts facilities. Various methods of training delivery included: conference calls, instructor led/in-class, and virtual instructor methodologies.•The product offering consisted of: Internally built MS Access, GUI based software, and web based technologies. The training aided to facilitate business operations and manage front counter check in systems. •Increased client-billing problem resolution by 60%. Utilized proactive approach, developed goals for client problem resolution, interfacing with accounting, client support, and IS departments in large file transfer clients of 1000-4000 members. •Responded to follow-up action items with clients, transfer of account data, and conducted full data review for completeness and accuracy.•Assisted in developing work plans, wrote progress notes from each client training call utilizing group processes in ACT, and AS400 computer systems supporting cust/service.•Exceeded client expectations by conducting one on one needs analysis to determine alternative, workable software solutions within current product offerings to promote greater operations efficiency, and achieve measurable financial results. •Consistently achieved a 95% client satisfaction rating within corporate training department quarterly metric. Increased client-billing problem resolution by 60%. Utilizing a proactive approach to client in/outbound calls, developed goals for client problem resolution, interfacing with sales, accounting, client support, and IS departments with clients of 1000-4000 members. •Successfully managed, and resolved complex software implementation issues for two Fortune 500 companies, providing specialized extensive department training resulting in the retention of $250k billing per month.