Account Program Manager Resume Edina, MN - Hire IT People

SUMMARY:

Versatile and accomplished Project and Program Manager with over 5 years’ experience leading large complex projects and programs with demonstrated track record of leading end to end initiatives with cross functional teams, managing budgets, internal and external communications, strategic planning, and executing program deliverables under tight timelines.

PROFESSIONAL EXPERIENCE:

Account Program Manager

Confidential, Edina, MN

Responsibilities:

Managed all aspects of annual programs from launch to completion with accountability for project scope, client communication, program set - up, platform technical implementation and customer experience analytics/reporting.
Analyzed data to identify trends, recognize the success of strategic initiatives or process improvement opportunities and shared findings through SharePoint and Quarterly Business Reviews.
Forecasted project financials, monthly tracking and reporting of overall project budgets of up to $1.5M.
Led diverse cross-functional project teams including IT, Finance, Operations, and Sales to identify, assign, and track project tasks and milestones with multi-faceted, competing priorities and deadlines.
Utilized proprietary software and technical platforms to conduct data collection and analytics.
Ensured trust and strong client relationships through listening, understanding client objectives, and providing on-time contract deliverables in a dynamic environment.
Facilitated client-facing meetings, conference calls, presented product functionality, conducted training, and collaborated with clients about overall program milestones and strategies.
Identified potential risks and defined Statement of Work Requirements.
Implemented work breakdown structure with change management processes and controls to properly track and document progress and execute project design within scope, budget, and schedule.

Account Program Manager

Confidential

Responsibilities:

Responsible for strategy, implementation and execution of employee loyalty and incentive programs.
Managed day-to-day client communications and responsible for issue resolution.
Facilitated client website set up with a 3rd party vendor and managed all creative approvals/trafficking.
Authored all project documentation that included work breakdown structure, project schedules, scope, and change orders using Quality Assurance processes and controls.

Merchant Relations Manager

Confidential, Plymouth, Minnesota

Responsibilities:

Managed project plans, budget, resource alignment and drove team to complete projects on time.
Managed relationships with strategic partners and vendors including Amazon, Starbucks, Target, Macy’s, William Sonoma, Apple, Home Depot and more.
Responsible for all aspects of the strategic sourcing process including negotiations, contracting, pricing, branding requirements, industry analysis and onboarding.
Collaborated with various levels and departments (Legal, Finance, and IT) on contract specifications, development and day to day tactical project management execution including creative trafficking, contract negotiations, and website placements.

Training Specialist / Manager Quality Assurance Business Programs

Confidential, Plymouth, Minnesota

Responsibilities:

Provided Team building and mentoring to meet and exceed financial client expectations.
Collaborated with Client Services team and operation departments to ensure program policies and procedures were consistently followed and service levels met while identifying areas for improvement.
Successfully managed the Quality Assurance Team; earning a Gallup Excellence Award as the top 1% of managers at Confidential as scored by Gallup for Management and Engagement.
Facilitated client calibration sessions for call center quality assurance and to identify client business trends and process improvement opportunities.
Created and implemented Customer Service coaching materials and systems training documentation.