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.