SUMMARY

• Top - rated professional with proven success and diversified experience in contact centers, unified communications, digital signage, and risk management and governance.
• Highly efficient at working with top-performing teams in concerted efforts to prepare, manage and reinforce change.
• Capable of fostering a harmonious team environment, building collaborative relationships, training peers, and standardization of processes.
• Results-driven professional with a strong background in project management, technology selection, and implementation.
• Successfully implemented hundreds of projects across multiple industries: Government (911 centers, USPS, VA), Hospitality (Marriott, Sheraton, Hyatt, Starwood, Hilton), Finance (Landmark, MasterCard, Confidential, Comerica, Chase), and Healthcare (Cohere, McKesson, Abbott, Cigna, Nationwide Children’s Hospital).
• Experienced leader responsible for providing the organization with the planning, prioritization, and management of cross-functional teams.
• Skilled Project Manager with expertise in “end-to-end” project management, governance, risk management, compliance and departmental policies and procedures.
• Possesses a proven ability to select, challenge, develop and inspire team members to exceed expectations and goals while ensuring the improvement of procedural best-practice documentation.
• Manages projects with attention to detail and data integrity, all the while exercising great follow-up skills and managing the timelines required to effectively implement and complete projects.

PROFESSIONAL EXPERIENCE

Confidential, IRVING, TX

Platform Project Manager

Responsibilities:

• Responsible for project initiation, staffing, and implementation, as part of the Professional Services Team, while working in a challenging, fast-paced, and extremely rewarding environment.
• Handled numerous moving parts on both the customer and provider side of the house.
• Coordinated all interactions between Confidential, its customers, and partners.
• Spearheaded workshops to better understand the clients’ needs and to help them design the best solution for their needs.
• Coordinated and scheduled massive number ports and newly provisioned numbers.
• Acted as Owner of the communication lines between all parties, charged with doing all follow-up, status reports, change requests, maintaining budgetary integrity, and client expectation management.
• Partnered with other key individuals on the team to create tracking and email templates to consolidate, standardize, and streamline client communication, as well as reviewing Statements of Work for the Sales Organization to ensure all work was clearly documented.

ASI SIGNAGE, IRVING, TX

Senior Project Manager

Responsibilities:

• Responsible for project initiation, creation, and development. Partnered with a lean, well-structured team to coordinate efforts related to sales engineering, procurement, project delivery, and sign-off.
• Consulted with clients to architect their solution.
• Partnered with vendors to ensure correct hardware and services were scoped and delivered on time.
• Managed collaboration between creative design team and project coordinators to ensure content delivery and hardware integration were completed in-sync.
• Developed hardware inventory guidelines.

Confidential, DALL AS, TX

Project Manager

Responsibilities:

• Guided projects through the entire life cycle from initial discussions with the client to project sign-off. Garnered support for a project from every individual team within Confidential, as well as from several groups with each client.
• Partnered with the Sales Organization to improve processes surrounding client discovery to ensure more comprehensive Statements of Work.
• Collaborated with the Director of Service Delivery to establish policies for providing and implementing Managed Field Services, which allowed the team to keep client satisfaction at an all-time high.
• Produced solid, creative written communication used to write all departmental client communication templates.
• Identified and eliminated inefficiencies in any process, and coached the teammates in understanding and approving the new direction.
• Launched, coordinated, and shepherded to completion 100 projects (+/-) per year, while remaining focused on client satisfaction, budget constraints, and timelines, regardless of how aggressive.

Confidential, PLANO, TX

Project Manager / Technical Lead

Responsibilities:

• Maintained sole responsible for supporting the digital signage solution for all contact centers.
• Executed strategic initiatives and projects designed to enhance business performance and engaged the audience with real-time metrics.
• Held personal responsibility for full administration of this solution, including procurement, program and project management, installation, programming, monitoring, trouble shooting, and triage.
• Managed various levels of support for numerous voice/data solutions that spanned multiple business units, consisting of 4000+ agents and high-level executives.
• Built open lines of communication from the vendor to the end-user to ensure minimal down-time and maximum satisfaction.
• Recommended modifications to technology tools that reduced cycle time by 50% for troubleshooting issues with Symon / RMG signage displays, and improved customer service and uptime.
• Maintained accurate inventory of 15 servers, 1,000+ pieces of hardware, and 1500+ software licenses.
• Successfully planned, installed, and configured countless digital signage solutions, on or before the requested deadlines.
• Wrote the triage, preventive maintenance, and installation manuals for the organization, which aided in cross-training both domestic and over-seas team members.
• Utilized vendor management skills to achieve the best cost, value, and service to internal clients.

TECHNICAL SKILLS

USaas | CCaas | SalesForce | I2 CRM | Appspace | Symon / RMG / Korbyt Digital Signage

Enterprise software | Audio Visual (AV) video distribution equipment and installation | Aspect | Nortel PBX

NICE Quality Monitoring Systems | CallPilot | Genesys | Cisco | SaaS | Cloud-based and on-prem servers Google Drive | G-Suite apps | Microsoft Office (Project, Word, Excel, PowerPoint, SharePoint)