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Project Manager Resume

PROFESSIONAL SUMMARY:

  • Accomplished Executive leader with twenty - five years of experience, and demonstrated success in leading large diverse teams with integrity, proficiency and versatility. Management capabilities include:
  • Chief Operations Officer (450 staff) Project Management Change Management Operating Budgets ($15M)
  • Resource Planning Staff Development Strategic Leadership Team Building Vendor Selection Data Governance Policy and Standards Development
  • Offer a background of technical and strategic know-how, thought leadership and strategic planning that translate into solid business solutions.
  • Ability to synthesize information from various perspectives to answer the business and data demands of the enterprise.
  • Industry-leading expert specializing in the following Enterprise Information Management areas:
  • Data Governance Business Intelligence Enterprise Data Warehousing Master Data Management Data Quality Improvement Data Vendor Management

CORE COMPETENCIES:

Data Governance Enterprise Telecommunications Communication Policy and Governance Initiative Resourcefulness P&L management Multi - site leadership Change management, establishing strong success-based cultures Revenue forecasting RFP response Contract negotiations Client relations Startups, turnarounds, consolidations, and growth strategies Benchmarking and performance metrics Workforce management Staff development,, and incentive plans Deep knowledge of customer acquisition, retention, loyalty, and servicing strategies Achieve and exceed organizational revenue targets Meticulous about benchmarking and quality Committed to exceeding corporate and customer expectations Passionate about leadership by example Verticals include insurance, government, political campaigns, hospitality, healthcare, ministry, media, nonprofit, professional sports, real estate, and legal

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

  • Review, update, create and steward Data Principles, Policies and Guidelines
  • Design process maps utilizing Visio to display data warehousing, reporting and publishing process
  • Create Data Governance presentations for purposes
  • Train Data Owners and Data Stewards on data collection and processes
  • Create Data Governance roadmaps to meet objectives and deadlines
  • Create Share Point pages/folders for Data Governance
  • Identify streamlining opportunities for automation and create central repository for all common attributes

Confidential

Business Analyst / Team Leader

Responsibilities:

  • Team Leader for new Enterprise Call Experience Team
  • Review, update, create and steward Enterprise call policies, standards and guidelines
  • Call routing designer for Enterprise
  • Created data governance and privacy policies specific to customer data capture
  • Oversee IVR and call routing design utilizing Visio and Mega
  • Partner with Systems Engineering to ensure all work requests are complete by evaluating both complexity and cost.
  • Provide strategic planning for Enterprise IVR call flows and Data capture
  • Present recommendations to Executive Leadership to enhance the overall caller experience.
  • Provide monthly reports for leadership showing the team’s productivity and “win for today” results.
  • Provided two strategic plans to enhance the customer experience for call routing and tiering model and approved by Executive Vice President
  • Liaison between departments in effort to share information on new communication efforts.
  • Assisted in decisions on selecting new HUB locations throughout the U.S. to include Atlanta, Dallas and Phoenix.
  • Started a test pilot (9/15/2014) to change all music in queue throughout the Enterprise to enhance the Customer Experience.

Confidential, Bloomington, IL

Consultant / Team Leader / Mentor

Responsibilities:

  • Team Leader for new Enterprise Call Experience Team
  • Review, update, create and steward Enterprise call policies, standards and guidelines
  • Call routing designer for Enterprise
  • Created data governance and privacy policies specifying contract implementation
  • Oversee IVR and call routing design utilizing Visio and Mega
  • Partner with Systems Engineering to ensure all work requests are complete by evaluating both complexity and cost.
  • Provide strategic planning for Enterprise IVR call flows and Data capture
  • Present recommendations to Executive Leadership to enhance the overall caller experience.
  • Provide monthly reports for leadership showing the team’s productivity and “win for today” results.
  • Provided two strategic plans to enhance the customer experience for call routing and tiering model and approved by Executive Vice President
  • Liaison between departments in effort to share information on new communication efforts.
  • Assisted in decisions on selecting new HUB locations throughout the U.S. to include Atlanta, Dallas and Phoenix

Confidential, Kennesaw, GA

Executive Vice President

Responsibilities:

  • Defined accountability procedures governing data access, processing, storage, retention, reporting and auditing measuring contract compliance
  • Developed data stewardship program establishing metadata registry responsibilities
  • Responsible for $1.2M P&L; manage 5 direct reports and 12 indirect reports.
  • Marquee partners have included McCurdy & Candler PLC, First American Title Company, and Old Republic Title Company.
  • Grew revenues from $520K to $1.2MM.
  • Grew head count from 3 FTEs to 17 FTEs.
  • Implemented performance-based metrics, increasing gross sales and overall profit by 30%.
  • Led acquisition of 3 title abstract companies, increasing revenue and productivity.
  • Responsible for all information technology and new software infrastructure implementation, increasing productivity by 18%.
  • Recruited and trained a new sales and marketing team, increasing new and existing business by 30%.
  • Implemented tier pricing structure, generating $100K in new tier-based business.

Confidential, Forest, VA

Chief Operations Officer

Responsibilities:

  • Responsible for $18MM P&L; managed 7 direct reports and 450 indirect reports.
  • Grew revenues from $18MM to $23MM.
  • Implemented metadata standards, data governance and stewardship, master data management, data warehouse, reporting, dashboard, analytics, and segmentation
  • Established standards for 80M customer database to include security and PCI policies
  • Created Data Strategy, architecture and defined system develop processes to deliver accurate and understandable information to company clients
  • Designed and implemented commission-based compensation model, increasing service metrics, attendance, and overall productivity.
  • Improved split test customer satisfaction scores from 66% to 97%.
  • Deployed employee retention initiatives, improving retention rates from 48% to 84%.
  • Initiated QA improvement based on phone etiquette, length of call, verification, greeting, and closing.
  • Developed and implemented remote agent program, closing two additional call centers and saving $640K annually in overhead costs.
  • Negotiated terms with two overflow call centers to assist with media response.
  • Reviewed, negotiated, and implemented all sales contracts for company real estate.
  • Responsible for Finance Department, including Accounts Receivable, Accounts Payable, and Payroll.
  • Increased 2.5% profit margin in .7% profit margin in 2008.
  • Restructured payroll system, saving the company $200K annually.
  • Negotiated terms for new technology purchase, saving $400K annually.

Confidential, Richmond, VA

Vice President of Sales

Responsibilities:

  • Responsible for $7MM P&L; managed 5 direct reports and 45 indirect reports.
  • Helped close high-profile deals, growing revenues from $5MM to $14MM.
  • Sold videoconferencing equipment to overseas Navy and Army bases in Italy and Germany.
  • Implemented operational metrics, including quarterly quota structure for sales, completed calls, leads generated, and quality of leads set.
  • Created a QA Department, decreasing charge backs by 8% and adding $200K to bottom-line profits.
  • Implemented employee quarterly evaluations, improving retention rate from 70% - 92%.
  • Wrote and implemented all scripting for call center staff and outside sales staff.
  • Designed compensation, bonus, and commission structure for all employees, improving overall productivity and delivering a 12% increase in profits.
  • Personally sold audio and videoconferencing, IT solutions, T1 solutions, plasma technology, local and long-distance service, PBX and key system solutions, VoIP, video over IP, service contracts, and extended warranties.
  • Generated total of $10.8MM gross company sales during tenure with company (personally sold $1.9MM.)
  • Acquired in 2005 by the Whitlock Group, a nationally known provider of audio and videoconferencing.

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