Sr. Client Engagement Manager Resume FL - Hire IT People

SUMMARY

Successful project manager and internal/external ‘Voice of the Customer’. Review and recognize processes inefficiencies and work with cross functional teams and customers to develop strategies to meet business goals. Adaptable to dynamic environments.

PROFESSIONAL EXPERIENCE

Confidential, FL

Sr. Client Engagement Manager

Responsibilities:

Explored, identified, and initiated appropriate team projects increasing annual reoccurring revenue increased from $16.8 to $24.2 million, improved client retention from 95 to 98%, exceeded corporate goals for NPS scores and Customer Satisfaction surveys. Awarded ‘Customer service’ and ‘Rising Star’ Awards.
Planned and executed projects for SaaS, and hosted migrations and upgrades. Recognized for achievements by developing SOP for all non - professional service led upgrades.
Accountable for internal, multi-functional, projects to improve strategic accounts case handling process.Resulting in 30% reduction in case volume after 4 months and resolution time decreased by 40%.
Presented executive stakeholder metrics reports weekly, monthly and quarterly.

Confidential, D.C

Project Manager/Operations Support Manager

Responsibilities:

Directed contract requirements validation, new RFP, change control for customer requests and QA resulting in exceeding project deliverables by 50% and new $14 million contract.
Gathered defense policy priorities, procedures and operations plans between multiple federal intelligence stakeholders resulting in strengthened communication and actionable information.
Two years international experience in coordinating military and civilian operations. Provided strategies, and risk matrices leading to 15% increase in joint regional operations, establishing fire bases and capture of high value personnel.
BAE I&S University- Contracts management (09/2013), Software Lifecycle Management (09/2013), Enterprise Service Delivery Model (ESDM v3) ITIL (11/2013).

Confidential

Army Intelligence Operations

Responsibilities:

Led 15 person team in detainee reviews, analytics and interrogation operations in Afghanistan’s largest detention center leading to disruption of weapons transportation routes and establishing check points.
Coordinated 5 person translation team for humanitarian missions in Morocco, Egypt and Mali.

TECHNICAL SKILLS

Tools: SFDC, SQL, PERL, SumTotal HRMS. JWICS, Peoplesoft, JIRA, Power Query/BI tools

Languages: Norwegian (conversational), Arabic (Novice)

Service: Lead group of 18 leaders and 250 youth in service, outdoor and social activities.Lead Tenor sax, Gainesville Community Band