SUMMARY:

An action - oriented Project Manager with over 12 years of success leading change, managing quick turnaround project initiatives, and posturing organizations for sustainable growth. A performance-driven leader who consistently delivers results that exceed expectations. A professional with strong skills in project management, managing multiple projects and priorities with the proven ability to work well both independently and within a multi-disciplinary team environment. Speaks Spanish fluently and demonstrates excellent communication skills.

CORE COMPETENCIES:

• Specialized in hiring staff that speak various languages
• Project Management Professional (PMP) experience, in accordance with the Project Management Institutes (PMI) Project Management Body of Knowledge (PMBOK) guidelines
• Extensive Metric Service Level Management (SLA) experience
• Various customer and company deliverables experience that include, but are not limited to: Burn Plans, EVM, Project Plans, Systems Analysis, Transition Plans, Continuity of Operations, Performance Reporting, Forecasting, Work Breakdown Structure, Training Plans, Communication Plans, Quality Plans, Process Improvement, Risk Management, etc.
• Essential in winning multiple federal contracts, including the first ever federal contract for the largest non - profit

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, Alexandra, VA

Responsibilities:

• Responsible for supporting in the maintenance and enhancement of the 2 - 1-1 network and for helping to increase performance over time, across the 50 states.
• Managed help center national projects: CDC Flu on Call, My Free Taxes, Red Nose Day Anti-Human Trafficking.
• Traveled nationwide to engage with partners and promote national efforts.
• Work with cross-functional teams and national experts to promote 2-1-1 as a vital network asset and to align data to drive network performance. Represents Confidential on project and initiative work related to the 2-1-1 network. Responsible for the overall delivery of assigned work projects within the department/team.
• Proposal writing support, contract creation, and contract negitations for 200+ contracts.

Group/Program Manager

Confidential, Fairfax, VA

Responsibilities:

• Oversaw over 200 employees including 4 Program Managers, 4 Project Managers, a Quality & Training Manager, a Quality Specialist Manager, 15+ Supervisors, Programmers, Quality Specialist Teams, Task Leads, Lead Clerks, and Customer Service Agents.
• Works directly with executives and subordinate management staff to ensure that Confidential is providing professional and high quality services to its clients and customers.
• Recruited and hired over 150 employees in a little over a month for multiple Task Orders servicing 11 countries for the Department of Stated (DOS) (English, Spanish, Portuguese, Arabic, and Hebrew).
• Meets with clients and customers to gather requirements and implement business processes to meet and exceed project objectives.
• Worked side - by-side with Quality Team during International Organization for Standardization (ISO) and CMMI audits, to successfully obtain and maintain certifications.

Project Manager

Confidential, Fairfax, VA

Responsibilities:

• Provides managerial support on the technical and services side for Confidential .
• Development staff, key - entry personnel, a help desk, and database systems administration personnel.
• Responsibilities include: interviewing, supervising, hiring, training, promoting, terminating, and counseling employees, trouble shooting any personnel problems, managing subordinate team leaders, providing quality customer service to the public and Government representatives, and management of contract training programs.
• Monitors and approves electronic purchase orders for the contract.
• Ensures that all employees follow the company and contract policies.

Project Manager

Confidential, Fairfax, VA

Responsibilities:

• Works with the Director, the Program Manager, the Deputy Project Manager, and the Quality Control Manager to ensure customer and client needs and satisfaction are met. He updates any voice commands on the call center s Interactive Voice Response System (IVRS) as necessary.
• Provides managerial support to the prime by assisting with the discipline of employees.
• Communicates directly with HUD personnel to resolve issues that involve irate callers.
• Deals with irate customers that, at times, threaten to take legal action because they are unsatisfied with their case and he effectively diffuses these situations.
• Delivers daily, weekly, and monthly call reports as required by contract.

Deputy Project Manager

Confidential, Fairfax, VA

Responsibilities:

• Directly involved in the oral presentation for obtaining the Housing and Urban Development Support Service Center (HUD SSC) contract.
• Monitors quality and supervising the daily workload of the Service Representatives on the HUD SSC contract.
• Handles all supervisors responsibilities while she/he is out on leave.
• Stays abreast of new developments at the Disaster Recover Site, in Fairfax VA.
• Serves as the management point of contact for all irate Spanish callers. Translates letters and faxes that are received in Spanish from HUD staff.