Program Manager Resume Bellevue, Washington - Hire IT People

SUMMARY:

Experienced corporate strategist and information technology senior consultant.
Fifteen year background in all aspects of customer contact center technology and operations.
Exceptional at developing and maintaining relationships with key clients; identifying and responding to stakeholders needs.

PROFESSIONAL CONSULTING EXPERIENCE:

Confidential, Bellevue, Washington

Program Manager

Responsibilities:

reducing suppliers and locations, and improving constancy across Confidential ’s portfolio of brands. Domestically consolidated company operated centers - decommissioning two sites and expanding operations in two remaining locations.
Critical deliverables included coordinating facility expansions, launching new Middle East BPO location, build-out of infrastructure for Confidential ’s Customer Operations tools and technology, hiring and training - both expanding customer operations staff at target sites and fully staffing entire new centers (management team, agents, trainers, QA, and support staff).
While meeting Confidential ’s customer experience standards and quarterly P&L performance targets.
Teamed with client’s technology organization to establish new locations utilizing their first office deployment Confidential ’s ICRS platform.

Senior Project Manager

Confidential, Los Angeles, California

Responsibilities:

Assumed acting management role in the client’s consulting services organization.
Led multiple new client launches.
Efforts included improvement of client’s methodologies, leadership of a segment of client’s project management team and leadership of individual high-profile deployments.
Elevated to acting Consulting Services Director, reporting to CIO.
Directed United States, Philippines, and Costa Rica operations, supporting 35 clients and pre-sales pipeline of 20+ prospects.

Senior Project Manager

Confidential, Redmond, Washington

Responsibilities:

Developed enterprise operational processes for expanding Software as a Service (SaaS) across broad scope of software products and business models.
Outlined business requirements for General Manager of Global Process Office, covering key considerations and recommendations supporting product / service development, marketing and customer acquisition, provisioning, billing, and maintaining consumer loyalty.
Partnered with General Manager of Global Process Office to generate topics for a manuscript targeted toward global employee base.
Authored “ Confidential Virtual Workplace, A complete guide to a flexible workplace.” Covering history of the virtual workplace, best practices, tools, and work-life integration. In addition, authored study workbook to expand topics covered in each chapter.
Lead global software development activities in Tbilisi, New Delhi, and Seattle, in support of customized client software implementations.
Platform used to aided clients in developing processes to achieve excellence in quality aspects of customer experience, employee satisfaction, and sales performance.
Directed development team consolidation, transitioning Tbilisi role to New Delhi team. Steered a troubled system release back on track.
Rebuilt client relationship who was dissatisfied, resulting in tripling level of services. Reported to CIO.
Developed and executed series of feedback mechanisms to survey key customers and evaluate various customer touch points.
Analyzed results and recommended strategic and tactical process improvements across organization. Developed a PMO implementation approach to managing cross-functional initiatives.
Partnered with senior executives to establish technological and strategic direction for migrating from an MVNO business model to a full-service wireless carrier.
Focused on conceptualizing customer experience, product offers distribution model, customer acquisition, service and support, and OSS/BSS integration with existing operations.

Senior Project Manager

Confidential, Bellevue, Washington

Responsibilities:

Advanced from programmer to project manager of the corporate merchandising stock status data warehouse, while supporting a wide breadth of old and new technologies in a modern retail environment spanning merchandising, financial, and point of sale store systems.

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Program Manager Resume

Bellevue, WashingtoN

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