- Drove transitions to Answers on Demand product for major manufacturer clients- Managed client relationship and coordinated across database delivery, solution fit, custom reporting and change management work streams- Responsible for ensuring program delivery meets and exceeds client expectations

Led North America Buy Service Delivery teams delivering major programs and application enhancements to clients (consumer panel and business intelligence teams)- Responsibilities included: strategic planning, budgeting/forecasting, talent management, quality management, quality/cycle time improvement, cost reduction, vendor management, relationship management with key business/client stakeholders- Earned Six Sigma Executive Black Belt certification by completing project reducing high severity issues rooted in unsupported software by >95%- Delivered multiple strategic programs successfully- Introduced Agile development methodology into key programs

Led North American Consumer delivery teams of associates performing reporting database output delivery, end-to-end project management and account management functions- Managed $9M North American operations delivery budget- Delivered offshoring initiatives enabling $1M+ annual cost savings- Awarded for leadership excellence in key market enhancement event- Delivered projects introducing automation, improving quality by 20%, and reducing cycle time

Project managed various complex operations-related implementation projects. Contributed to best practice process creation and refinement across PMO project managers.- Successful delivery of five projects, including a Green Belt level Business Process Improvement project- Recognized by Procter and Gamble for excellence in project management

Led HR Business Process Outsourcing (BPO) operations delivery team providing HR, payroll and benefits services for two clients.- Managed team of 25 delivering annual revenue exceeding $22.5M - Project managed process improvement and offshoring implementations delivering significant savings- Accountable for financial management including cost/benefit analysis, budgeting, monitoring SLAs/KPIs and profitability

Program manager of cross-functional IT projects in the HR, benefits and payroll domains- Established project management standards for team, including driving adoption of system development lifecycle (SDLC) methodology within team- Rewarded for excellence in managing/monitoring project integration, particularly across projects requiring complex change management- Managed implementation of significant HR/payroll policy and process improvement changes leading to multi-million dollar client cost savings and $50K+ annual internal cost savings

HR Operations Project Manager (7/2003-6/2004)Led operations team of Business Analysts delivering HR Business Process Outsourcing - Created business requirement, use case and project plan documentation- Recognized for consistently delivering projects on time and on budget- Increased end user self-service to 90%+ through education, quality improvement and automation initiatives to drive client’s HR transformationHealth & Welfare Benefits Project Manager (12/2000-7/2003)Managed team of Business Analysts delivering outsourced health and welfare benefits - Responsibilities included quote development, requirements definition, financial management, and support for sale of add-on services- Owned technology projects including annual benefit enrollments, financial planning program introduction, and plan sponsor website implementation. - Implemented paperless communication strategy resulting in $100K+ annual cost savings- Improved retiree administration delivery via implementation of process and quality enhancementsWeb/IVR Project Manager/Consultant (1/1998-12/2000)Worked with clients to understand needs, evaluate options and prepare requirements for Internet and Interactive Voice Response systems solutions - Project managed implementations/changes for 10+ employee benefits telephone systems and websites, including documenting business requirements and use cases- Consulted with teams/clients to ensure adherence to best practices and advise on customization approaches- Developed effort/fee estimates, managed staffing levels/resource assignments, and participated in sales process

Delivered quality assurance by analyzing requirements, developing system testing specifications, executing system tests, and troubleshooting issues.