Patricia London

918 Oxford Trail Drive, Saint Peters, MO 63376 a 636-978-1287 a 314-34

6-5554 a pl110d660@westpost.net

SUMMARY OF SKILLS AND QUALIFICATIONS

28 years of Operations Management experience overall, including 15 years of Busi
ness Project Management and 11 years of Call Center Management experience
Strong working knowledge of Microsoft Office, Microsoft Word, Microsoft Power Po
int, Microsoft Excel, Daptiv Project Management software, Team Track Project Man
agement software
Extensive experience in company acquisitions and the transition of work post acq
uisition
Complex problem solving skills; root cause analysis
Resource management skills
Process reengineering experience
Performance Metrics definition
Excel at organizing, planning and prioritization of work
Skilled at evaluating information to determine compliance with standards
Developing objectives and strategies
Scheduling work and activities of staff members
Creative thinker
Highly experienced in policy conversions and system conversions

PROFESSIONAL EXPERIENCE
Unitrin Direct Insurance February 1982 to Decem
ber 2010
St. Louis, MO
User Acceptance Testing Manager / Business Project Manager
1996 - 2010
Performed in a multi-functional role, managing quality assurance process for a l
egacy system, user acceptance testing process for two additional systems as well
as performing in a business project management role.
Worked productively in high pressure situations, consistently meeting project de
adlines.
Strong ability to multi-task, successfully handling multiple projects or assignm
ents simultaneously.
Work effectively with internal and external customers through excellent communic
ation skills.
Extensive experience in meeting strict high standards of performance and conduct
, consistently meeting and exceeding goals and expectations.
Selected as a member of the team responsible for implementing Project Management
Methodology and the Project Management Office (PMO) in the organization.
Experienced at leading teams with as many as 30 members. Routinely supervised a
staff of 10.
Highly skilled at conducting effective project status meetings, tracking project
details at task level and reporting results to executives.

Customer Service Supervisor

1985 a" 1996
Supervised the daily activities of a staff of 10-15 customer service representat
ives.
Participated in behavioral interviewing and hiring process.
Developed representative goals and objectives; monitored performance development
plans.
Strong customer experience/resolution skills. Developed material for Customer Re
tention Program and trained a department of 100+ representatives.
Improved representative performance and knowledge through daily mentoring, unit
meetings and one on one discussions.
Routinely worked with the IT department on business requirements for enhancement
s to the computer system.
Consistently achieved or exceeded overall departmental goals and objectives.
Recognized for nurturing strong working relationships within the employee popula
tion and management teams.
Demonstrated leadership and organization skills when tasked with moving an acqui
red business from Boston, MA and integrating it into our organization.
Working knowledge of Avaya ACD telephone system and reporting elements.

EDUCATION
McCluer North High School 1982
High School Diploma General Academics GPA: 3.6
Florissant, MO
Honors course work
Top 8% of class

St. Louis Community College

Computer Science 1983-1984
Florissant, MO
Emphasis in Logical methods, flowcharting

CERTIFICATIONS / BUSINESS RELATED COURSES

Business Ethics Course
Project Management Boot Camp
Business Leadership Course
Technical Writing Course
Myers-Briggs Assessment
Tate-Martin Project Management Course