BACKGROUND

• 20+ Years Operational Leadership
• 15+ Years in Program and Project Management
• 12 Years in Marketing
• Project Management Professional (PMP), Project Management Institute, 2012
• Six Sigma Green Belt, VMEdu, 2014
• PSM I (Professional Scrum Master), 2021

EDUCATION

University of Saint Francis
– Master of Business
Administration – Management
University of Saint Francis
– Bachelor of Business
Administration – Marketing

SPECIALTIES

• High Profile Assignments
• Special and Complex Projects
• Mergers & Acquisitions
• Conversions and Integrations
• Thought Partnership & Strategic Planning
• Strong Technical Skills
• Quality Assurance and Controls
• Facilitation and Training
• Data Management & Assessment
• Process Improvement

INDUSTRY EXPERIENCE

• Financial & Insurance Services
• Telecommunications
• eCommerce

PROFESSIONAL EXPERIENCE

• Support and leadership of Bulldogs, including executive account relationship management, identification of opportunities to raise the bar, and partnership for creative solutioning across the board.
• Skilled facilitation of project and program delivery, leveraging standardized project management and software development lifecycle methods and processes.
• Superior knowledge and experience with project team and executive level communications and reporting.
• Served several roles as a Program Manager and/or Project Manager leading both business process and IT implementations; several of which carried budgets well in excess of $10 million.
• Performed multiple team and process assessments, which often led to implementing process improvements, in addition to providing general guidance and advice to various client PMO and operations teams.
• Helped spearhead the adoption of an enterprise continual planning process by a Business PMO to improve project selection, delivery and governance.
• Assessed, proposed, and led the re-organization of a 100-person PMO in conjunction with implementing a PPM tool to improve demand management, capacity planning, and resource development.
• Experienced working with external auditors and regulatory entities; established an operational team from the ground up to field requests, work with enterprise teams to research and disposition requests, review and perform quality control on dispositions, and deliver responses to requests on a negotiated timeline.
• Led cross-functional and operational teams for retail readiness and customer migration support for telecommunications mergers; directly responsible for the migration strategy for customers who “fell-out” of the automated migration process and leading a customer care team to field migration related questions.
• Stood-up multiple vendor call centers in excess of 300 seats; defined call flows, methods & procedures, built out the knowledgebase, and worked with cross-functional leads to integrate these teams into a broader network of call centers.
• Conceptualized and led a development team to deliver a self-servicing tool to support customer migrations; concept to launch in just 3 months and received over 1 million hits during a 6 month migration window which reduced the number of call center reps needed by over 20%.
• Served as a change catalyst to initiate, design, and manage the development and implementation of multiple web-based applications to maximize efficiencies within call center and other operations teams.
• Overhauled multiple SharePoint lists and libraries to streamline new project intake, prioritization, toll-gating, governance, and status reporting.
• As a young entrepreneur, founded a company that grew to exceed $3 million in annual revenue.