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Service Delivery Project Manager Resume

Los Angeles, CA

SUMMARY:

Dynamic, detail - oriented, multilingual Project Manager highly regarded for managing complex projects that meet demanding time restraints and exceed client expectations. Demonstrated ability to define and map project scope, specifications, timelines, resources and budget requirements, with a verifiable track record of managing many projects Confidential once while working within strict deadlines and maintaining professionalism. Decisive leader with excellent analytical, organizational, communication, team building and planning skills who maintains an uncompromising focus on high-quality standards and bottom-line profit improvements. Excel Confidential turning individuals into teams that work efficiently and exceed expectations. Exceptional academic qualifications, including a Master of Business Administration degree in Operations and Entrepreneurship from the Confidential .

CORE COMPETENCIES:

  • Project/Program Management
  • New Business Development
  • Streamlining Efforts
  • Customer Expectations Management
  • Prioritizing/Multi-Tasking
  • Product Development
  • Software Development Life Cycle
  • Business Process Improvement
  • Management Consulting
  • Enterprise Application Integration
  • Requirements Gathering
  • Business Intelligence
  • Process Documentation
  • Project Budgeting
  • Documentation Skills
  • Technical Skills
  • Process Improvement
  • Project Status

TECHNICAL SKILLS:

Project Management/ Scrum Master: Microsoft Project Server, Microsoft Project, JIRA, Confluence

Programming Languages: .NET, Java, PHP, Shell Scripting, CSS3, HTML5

Databases: MySQL, Oracle

Operating Systems: Windows, MAC, Unix, Linux

System Design / BA Tools: UML, Microsoft Visio

Reporting Tools: Hyperion 9.3.1 Interactive Reporting (IR) Suite

Utilities: Kanban, Microsoft Visio, Microsoft SharePoint, Team Foundation Server, Microsoft Office (Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Service Delivery Project Manager

  • Define and lead a Confidential $1.7 million year-over-year, ( Confidential ) highly customized customer relationship management (CRM) project for Confidential, the top retiree association in the Confidential with 50 million members, including end-to-end agile delivery (Scrum) as well as management processes.
  • Lead project execution and manage the bandwidth/capacity of internal and outsourced delivery teams to ensure project efficiency.
  • Identify and remove roadblocks to team delivery and prioritize team activities to effectively achieve project goals.
  • Oversee sprint/release artifacts and ensure information is consistently captured, aggregated, analyzed, communicated and acted upon.
  • Manage all customer-facing communications regarding project status, progress, risks and changes to schedule to ensure customer satisfaction.

Confidential, Irvine, CA

Senior IT Project Manager

  • Outlined and implemented a world-class enterprise project management office that supported the deployment of large-scale, high-visibility projects of Confidential $2.5 million to $7.5 million across the Confidential and Confidential .
  • Skillfully orchestrated development of an innovative Windows 8 retail application that produced an increase of 25% in Confidential sales Confidential Confidential / Confidential store-in-store locations.
  • Led implementation of a Six Sigma Lean initiative to perform value-added assessments of IT support workflows and identify business process improvements across the company.
  • Implemented a bring-your-own-device program that resulted in a 65% increase in employee productivity.

Confidential, El Segundo, CA

Project Manager

  • Directed cross-functional customer activation rate analysis and recommended specific actions to C-level management that provided a 12% reduction in new subscriber cancellations versus 2010 goal.
  • Revamped customer acquisition platforms (Interactive Voice Response) and aligned key sales center business processes, resulting in a 10% increase in net subscriber additions versus 2010 plan.
  • Coordinated development of test cases for the new sales CRM system to ensure business requirements were met, and participated in user acceptance testing, smoke testing, and production release activities.

Confidential

Business Intelligence Manager

  • Led and supervised a team of internal and external consultants for deployment of a Confidential $3.5 million SAS Business Intelligence system to effectively identify profitable market segments.
  • Identified functional business areas to leverage business process, streamline work and application flows and improve decision making, resulting in annual savings of Confidential $1.5 million in business operations costs.
  • Managed critical projects such as risk management score card alignment and training and development techniques/tools within targeted budget and time schedules, ensuring projects were completed on time, under budget and exceeded expectations.
  • Identified functional business areas to leverage business process, streamline work and application flows and improve decision making, resulting in annual savings of Confidential $1.5 million in business operations costs.

Confidential, Burbank, CA

National Account Manager

  • Implemented strategic marketing plans and promotional initiatives across media channels for Confidential, generating an increase in its Hispanic market share of 30%.
  • Conducted in-depth market analysis to redefine vision, strategy and execution of sales for Confidential to increase market penetration by 50%.
  • Strategically developed media plans and buys for advertising, online marketing, field marketing and trade shows.

Confidential, Mexico

Senior Management Consultant

  • Devised and implemented a worldwide CRM Siebel platform for Confidential, increasing customer retention rate by 25% and customer lifetime value rate by 32%.
  • Designed a state-of-the-art prototype used in company locations globally to assist delivery of complex business solutions, reduce project implementation time and mitigate implementation risks.
  • Established and maintained the integrity of the products of the software project throughout the project’s software life cycle, delivering all projects on time and under budget.

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