SUMMARY:

• Project Management Director with 15 years of experience managing and delivering IT projects across infrastructure, operations, and business systems. Accomplished in Waterfall, Scrum and Agile methodologies. Consistent history of guiding teams through difficult challenges, serving as a trusted client advisor, employing leading strategies, and streamlining business processes with creativity and precision.

PROFESSIONAL EXPERIENCE:

Confidential

Director - Project Management Office

Responsibilities:

• Manage a team of project managers, directing strategic planning across new and ongoing projects for an omnichannel Intelligent Virtual Assistant software company; deliver high-quality products and service for 10 clients ($25M+ vertical revenue)
• Oversee customer success management, professional services, and technical account management for implementation services, defining KPI’s to ensure customer success and satisfaction
• Perform capacity planning to strategically allocate team resources; emphasize organizational efficiency, producing LOE’s, change requests, and renewals
• Compile, analyze, and present revenue forecasts, performance metrics, and project statuses to clients and internal management, communicating results for both technical and non-technical collaborators
• Deliver up-to-date best practices and continuous improvement solutions, performing detailed process analysis and optimization for internal and external procedures; streamlined employee onboarding processes and improved estimation processes
• Provide consistent and development opportunities, incorporating mentorship and coaching on Agile and Project Management best practices to facilitate employee performance and growth
• Build and maintain client relationships, defining rigorous status reporting standards and serving as point of contact for issue escalation; led executive steering committee efforts to identify and address program impediments alongside client stakeholders for improved service
• Provide leadership in full lifecycle of implementation projects, including planning, requirements, design, testing and cutover, for a technology company that builds and delivers hosted Virtual Assistant applications that enable businesses to deliver automated natural language communications for enterprise customer care
• Successfully led project teams in multiple Virtual Assistant implementations for customers across a range of industries, including a peer-to-peer lender, an IT services group specializing in web hosting, an energy company, a telecommunications company, and a luxury cruise line
• Managed the deployment activities of 30+ project team members to support a digital transformation for a telecom client that delivered $4MM annual savings while generating $6MM in revenue for Interactions LLC
• Oversee execution of a program for an IT services firm that includes an intelligent virtual assistant for both the voice and chat channels, generating $1.3MM in revenue for Interactions LLC while saving the client $1MM+
• Manage a program of 9 projects for a global insurance provider that generates $1.3MM in revenue
• Collaborate directly with business and functional teams to define project scope and all required deliverables, activities, activity sequence, resource needs, and work estimates

Confidential

Sr. Project Manager/Scrum Master

Responsibilities:

• Coached and led client project teams and stakeholders in Agile best practices at a Fintech consulting firm
• Served as the Scrum Master in the development of system maintenance software for online lenders, guiding the development team to complete tasks in a timely manner, reporting status, building product roadmap, and working with client to groom their backlog and to prioritize projects
• Planned and executed a project to develop a credit builder application for a preeminent community bank in Central Texas and a loan management system for an online leasing company, with responsibility for tracking project status, managing scope, communicating with client, and recommending improvements to increase developer velocity
• Proactively supported change orders and SOW negotiations to ensure that risks were identified and addressed
• Drove standardization of sprint management within the client’s environment, optimizing sprint duration, velocity measurement, and the timing of key deliverables and ceremonies

Confidential

Program Manager

Responsibilities:

• Defined requirements and planned project lifecycle deployment for technology used by 12 call centers supporting the Online Business Unit and the Delivery Business Unit of a leading integrated retailer
• Managed multiple teams and projects using Agile and Waterfall project management methodologies, including implementation of 3 instances of an intelligent virtual assistant that saved the organization $4.5MM annually
• Led the $5MM Cisco platform upgrade that provided $4MM in annual savings as well as a $1.2MM call capture and voice analytics platform that provided $900k in annual savings, serving as a liaison between the business and technical teams, leading activities, overseeing testing and facilitating cutover activities
• Drove the $500k upgrade of call routing infrastructure for the Member Services Organization (MSO) and Full Line Stores (FLS), enabling precise routing to FLS vs. MSO while securing $1.3MM in annual savings
• Managed development efforts of a home-grown CRM system, delivering a tool that improved informational organization, automated tasks, improved call center efficiency, and enhanced customer service
• Trained team members on Agile methodologies and drove adoption of methods across the organization