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Project/program Manager Resume

Meriden, CT

SUMMARY:

  • Accomplished professional with a background in managing sales, productivity, and quality measurements.
  • Demonstrated ability to manage team efforts to successfully implement projects and identify, analyze, and solve problems.
  • Strong understanding of high - volume Agile development environments that focuses on the launch of strategic projects to reduce operating expenses and drive revenue.

CORE COMPETENCIES INCLUDE:

  • Leadership Project Management Professional Certified Strategic Planning Streamline Operations
  • Verbal/Written Communication Performance Improvement Approaches Business Acumen
  • Coaching/Mentoring Efficient Agile Development Teams Organizational Effectiveness

EXPERIENCE:

Confidential, Meriden, CT

Project/Program Manager

Responsibilities:

  • Recognized as the Lead Program Manager for a $40M program generating $150M in cost savings, by developing benefits to consolidate multiple user interfaces and collaborating with the Scrum Team to implement the capabilities.
  • Managed the retirement of legacy systems through investigating the current use, conducting analysis on varying custom tools, and creating current solutions to execute client buy in, which resulted in a $1.75M savings for required upgrades and $450k in annual maintenance costs.
  • Provided effective leadership strategy, coordination, communication, and negotiation with various teams ensuring the drive to expected timeline and results.
  • Elicited, analyzed, and validated project requirements to create/enhance application and business process design.
  • Created cost/benefit estimates to identify priorities for roadmap of User Interface Consolidation project. Created user stories to support funded initiatives and implemented with scrum team.
  • Achieved consistent ranking in the top 5% of employee performance in organization and received various s.

Senior Tech Manager/Senior Quality Process Manager

Confidential

Responsibilities:

  • Created an automation system for call centers based on problem analysis findings, resulting in $4M annual cost savings from reduced call handle time and call shed along with the ability to generate additional revenue.
  • Developed business requirements based on business knowledge and focus groups and conducted testing to promote project implementation for various product launches, rate changes, and improved ordering processes.
  • Achieved $3.5M reduction in handle time, 150,000 calls shed and an additional $7.4M in revenue from additional sales closed.
  • Prepared effective communications: Methods and Procedures with supporting field communications, job aids, and material designed to train call center agents domestically and internationally.
  • Supported call center inquiries on systems and processes by conducting field visits and hosting virtual chat rooms. Conducted on call handling procedures, billing/ordering procedures and system use for coaches/managers in domestic and international call centers.
  • Consistently accomplished goals and exceeded the expectations rating to achieve the AVP recognition.

Confidential

Senior Project Manager/Systems Planning Manager

Responsibilities:

  • Managed a successful implementation of multiple strategic projects that provided additional revenue stream, improved customer service, reduced operating expenses, and reduced product churn using recognized project management skills.
  • Migrated 516K customer accounts to Confidential Communications resulting in ability to close $2B sale on time.
  • Managed Systems Planning team responsible for maintaining/improving call center technology infrastructure including IVR call routing, web tools, desktop maintenance, and office moves.
  • Recognized with multiple quarterly and annual s for performance.

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