Holly Fordham
Operations Project Manager, Customer Service @Dow Jones
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WORK HISTORY
Operations Project Manager, Customer Service @Dow Jones
Responsible for managing projects impacting Customer Service Operations across Dow Jones plaforms including: • Self-Service consumer website supporting print and digital customers of The Wall Street Journal and Barron\'s, and digital customers of Marketwatch. • Internal Customer Relationship Management Application supporting Dow Jones employees globally.• Identify process improvements in workflows for agents and customers, support projects, define requirements, set priority, perform user acceptance testing.• Collaborate with multiple stakeholders: Customer Service Managers, Marketing Operations, Ad Sales, Customer Design, Product, and IT.
EDUCATION
Mercer County Community College
Associates of Arts
The College of New Jersey
Bachelor of Science
ABOUT HOLLY FORDHAM
I have extensive experience leading projects and improving agent and customer processes. My professional highlights include managing multiple projects for multiple platforms from inception to completion, stakeholder management, supporting the day to day self-service and customer relationship management platforms, identifying enhancements, resolving production issues, defining requirements, setting project priority, performing user acceptance testing, supporting production issues and launches.
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