SUMMARY:

• Strategic Planning & Execution / Thought Leadership / Program Management / Client & Vendor Relations Contract Negotiation / Team Leadership / Cross - Functional Leadership / Technology Development & Migration
• Internationalization & Localization / Change Management / Training & Development / Agile|Scrum Development
• Stakeholder Engagement / International Application Compatibility / Continuous Process Improvement
• Worldwide project leader highly successful in solutions for multinational organizations, non-profits and commercial businesses.
• Adept at creating and maintaining client relationships designing solutions, expanding market presence, increasing revenue and reducing expenses.
• Influential executive with expertise negotiating high value contracts and improving client relations.
• Introduced new project management process, which improved staff focus. Process tracked what was being done during each sprint allowing developers and testers to focus on assigned tasks and not pulled in several different ways. This included a dashboard for Product and Solutions managers, which allowed them to know the state of any work item in the current sprint at any time in the process.
• Spearheaded end-to-end publishing platform documentation project, improved cross-functional communication. LDS church required translation service documentation for publishing platform. Led project to create documentation process, engaged cross-functional teams for input and definition. Created functional and technical specifications and designed data mapping between systems.
• Significantly improved productivity and eliminated inefficiencies by streamlining translation process. Blauckbaud’s elaborate 12-step process impacted operational effectiveness and customer delivery time. Introduced and launched third party solution, reduced to one-step process leading to improved customer delivery time from weeks to two days.
• Saved costs by designing and executing integration strategy across departments. Confidential ’s core and international application and compatibility teams operated in silos, duplicating efforts. Developed and implemented plan merging both teams’ processes and tools. Eliminated need to institute international tools development team, saved wage expenses and permitted staff to focus on higher priority tasks.
• Reduced expenses 5%, improved cross-functional collaboration and developed consistent process throughout organization. Confidential contracted multiple vendors to support translation process increasing costs and creating inconsistent documents. Researched and identified localization vendor to support company language translation process. Consolidated processes, reduced unnecessary spending and improved product.
• Strengthened client relationship avoided $1.2M contract loss. Communication struggles and missed deadlines jeopardized Confidential ’s client relationship. Chosen to rebuild customer relationship, developed communication strategy engaging client on all aspects of account and delivered service aligned with customer expectations. Regained customer loyalty ensured continuing long-term partnership.
• Improved sales proposal submission process, increased probability of securing new contract.
• Confidential ’s proposal response consistently rejected during first phase of RFP process. Designed and implemented strategy to standardize submissions, incorporated existing content and templates. Submission time reduced, delivered more attractive proposal and gained advancement throughout proposal stages.
• Drastically improved service metrics, increased resolution rate 62% and decreased non-resolution rate 80%.
• Confidential ’s international offices expressed concern regarding US development team’s problem resolution. Uncovered international teams’ pain points and identified effects of slow / no issue resolution. Developed communication strategy among teams; turned around internal customer relationships and resolution rate.

PROFESSIONAL EXPERIENCE:

Confidential

Operational Functional Analyst

Responsibilities:

• Redesigned project management process increasing productivity, supporting employee responsibilities and allowing for improved project evaluation.
• Launched dashboard for product and solutions management creating project transparency.
• Partner and lead cross-functional teams via scrums on projects focused on translation services, streamlining department operations and improving efficiencies.

Confidential

Internalization Manager

Responsibilities:

• Developed and implemented process to support software internationalization throughout organization from sales to testing.
• Reduced translation rates 5%, eliminated redundancies and increased cross-departmental collaboration.
• Headed projects leading to expense reduction, streamlined processes and improved productivity.
• Established five person virtual center of excellence which supported internationalization initiatives, developing best practices and assistance for internal teams.

Confidential

Director

Responsibilities:

• Led all aspects of division with emphasis on client relations, process improvement and projects to further enhance and support organizational growth.
• Directly managed 60 team members.
• Designed and launched proposal process, improved bid response leading to higher approval rate.
• Led four proof of concept projects, converting from Waterfall to Agile development. Delivered projects on time and within budget.

Senior Program Manager

Confidential

Responsibilities:

• Developed and maintained high value client relationships providing excellent customer service and expanding product offering.
• Presented and negotiated Confidential contract, secured multi-million, multi-year service agreement.
• Turned around high profile client relationship, secured $1.2M annual contract.

Program Manager

Confidential

Responsibilities:

• Led international project efforts and collaborated with client, supported customer onsite.
• Developed relationship and collaborated with client leadership to monitor progress.
• Established business processes for $4.5M multi-year international client.
• Designed and launched SharePoint proposal tracking tool, provided leadership insight into project status.
• Unblocked and released two-year request adding additional languages to Confidential ’s MS.COM download services platform.

Confidential

Senior Project Manager

Responsibilities:

• Collaborated with SMEs as part of W3C International Guidelines Education and Outlook group; contributed to international website standards and guidelines.
• Renegotiated overseas testing vendor contract by 20%; saved $300K.
• Developed and facilitated international essentials and coding training to groups ranging from three to 250 attendees. Consistently received high approval rating.
• Designed Windows 7 application compatibility strategy, centralized application testing from 30 countries to one center of excellence located in China.
• Created criteria and led Windows 7 application compatibility testing initiative for selection and acquisition of local market applications. Led 30 international subsidiary project managers.
• Negotiated all aspects of contract for Windows 7 test center and maintained ongoing vendor relations.

Lead International Project Manager

Confidential

Responsibilities:

• Directed team on internationalization and localization projects, and improved international customer experience and reach.
• Designed and implemented strategies to streamline processes and improve productivity.
• Elected to represent Confidential as SME for W3C International Guidelines Education and Outlook group.
• Administered external website international software update; increased visit rate 370% in first year.
• Led cross-functional four-person virtual team on successful delivery of Vista’s international web portal.
• Headed cross-functional team, improved collaboration and resolved world-readiness issues.

Project Manager

Confidential

Responsibilities:

• Managed multiple global projects, supported growth initiatives and provided organization-wide training.
• Headed publication of 1100-page book, Developing International Software using Confidential Technology, managed 46 contributors and authored chapters on localization.
• Championed, as co-sponsor, Confidential ’s first international software development and localization conference; attracted vendors worldwide.
• Developed and presented training on international initiatives to multiple client groups and at conferences, including Confidential, Adobe, AT&T and the Internationalization and Unicode conference.