SUMMARY:

Committed, self - motivated, values-driven and trusted project management professional with experience providing expertise and leadership to IT projects within highly matrixed organizations. Reputation for loyalty, fairness, building relationships, managing stakeholder expectations and exceeding objectives while controlling costs. Innovative people leader with proven success in building and empowering teams through equipping individuals to achieve their best work.

• Project Management
• Staff Management and Development
• Strategic Planning
• Cross-Functional Team Leadership and Performance Management
• Budget and Financial Planning and Management
• Organizational Planning
• Risk Mitigation

TECHNICAL SKILLS:

• Rally
• Microsoft Word
• Project Management
• Microsoft SharePoint
• Microsoft Access
• Microsoft Excel
• Microsoft Power Point
• Microsoft Project
• PROMPT
• Planview
• Clarity
• Visio
• Outlook
• OneNote
• Blue Pumpkin
• Nice Analyzer
• Centricity
• AS400
• Siebel
• CCPulse
• SEER
• Cosmos
• Lotus Notes
• PPM Optics
• Microsot Outlook

PROFESSIONAL EXPERIENCE:

Confidential, Eden Prairie, MN

Project Manager

• Managed multiple projects, ranging from $10K to $30M, simultaneously, consistently delivering on time and under budget. Experienced in full project lifecycle from project chartering to final delivery.
• Served as Principal channel and Relationship/Stakeholder Manager between client and Confidential IT, achieved client satisfaction through high quality services delivered, developed and maintained project plans and business rules ensuring internal departments met commitments and SLA’s (Service Level Agreements) relative to timelines, quality standards and budget
• Maintained WBS (Work Breakdown Structure) in Planview and PPM Optics (Clarity) including schedule and resource management, managed ADR2 SharePoint site, managed multiple program budgets and project status reporting simultaneously

Confidential

Application Planner

• Managed application project intake, responsible for understanding project scope, business requirements, application estimates, managed project burn as well as capacity and demand.
• Improved estimation accuracy through project intake review and analysis, managed project financial accuracy ensuring IT teams ability to deliver projects on time and budget,
• Served as liaison between PMO, Business and IT development team
• Facilitated intake/estimation with key stakeholders, developed financial estimates through established project lifecycle tollgates and provided targeted coaching and training that resulted in high employee satisfaction and engagement

Confidential

Senior Workforce Manager

• Prepared forecast and budget planning, analytics and reporting that supported sound business decisions
• Played critical role in improving, managing and tracking Statement of Work (SOW) Extensions throughout 2012 as well as new Statements of Work for 2013
• Partnered with departmental leaders to ensure that recruitment efforts were in line with the Financial Forecast cycle expectations, as a result CCTS was able to maintain strong financial performance results
• Established External Labor Request process to support requests for vendors that were not Fieldglass vendors, this reduced the number of incorrect decision forms and Statements of Work generated
• Developed strong working relationships with Senior Leadership built on trust, transparency and results
• Improved processes to streamline WFM workflows to ensure business needs were met, established Bi-Weekly Workforce Management meetings with department leadership members to discuss WFM needs, issues or concerns, current open requests, status updates
• Facilitated and delivered quarterly WFM pre-request workflow training sessions and performed Workforce Planning and Staffing to support resourcing that delivered desired project outcomes

Confidential, Vancouver, WA

Trainer

• Managed sales training for 12 field offices, responsible for instructing staff and leadership, coaching and mentoring significantly improving sales goals and agent observations.
• Increased supervisor monthly Observation’s from 65% of goal to 101% of goal which resulted in individual agent performance scores improving from 5% to 68% and increasing sales by 8.95% throughout 12 field offices
• Improved evaluation scores from F (Fail) to C and B scores on a rating scale from A to F
• Developed and implemented agent coaching, feedback and performance logs, trained individual and teams on the Customer Interaction Process and facilitated relationship transformation through training on constructive and productive coaching and feedback

Confidential

Supervisor

• Managed staff of 15-20 retention call center agents. Responsible for weekly coaching, employee development, team management, sales growth and quality improvement.
• Achieved Director’s Award 7 out of the first 8 months for best team statistics out of 20 retention teams
• Improved individual agent performance to exceed established performance goals and managed performance of 15 to 20 retention agents resulting in improved team revenue from 65% to 86% against a goal of 75%
• Increased productivity through education, focus and agent empowerment

Confidential, Yakima, WA

Front Office Manager

• Managed pediatric medical clinic front office staff, including check in, scheduling, medical records, medical assistants and switchboard. Responsible for transitioning from paper medical charts to electronic medical charts.
• Implemented conversion from paper medical records to electronic medical records
• Developed new job descriptions and performance expectations for all front office personnel, created new policies and procedures and increased provider productivity via conversion to electronic medical record

Confidential, Yakima, WA

Supervisor

• Developed high performing correspondence and in-bound call center staff, partnered with training to provide training to new hires and develop existing staff and managed team to exceed established performance goals, reduced handle time from 15 minutes to 8 minutes 20 seconds, exceeding established goal of 9 minutes
• Led team through Confidential acquisition, maintaining service levels and achieved lowest team attrition level within the Yakima call center
• Created site newsletter that was distributed to highest levels of leadership and Yakima staff, created Charity team, sponsored monthly charitable events, received award from the United Way for best first United Way campaign in Yakima Valley history and chaired the Employee Suggestion committee