Amy Burns, Mpm, Cipm Email & Phone Number

Utrecht, Nl

The Senior Manager is responsible for the functional areas of CSS IPCM Operations. Within this role, the Senior Manager has direct reporting lines (which may include IPCM Managers) and is responsible to resources as their leader, coach, performance reviewer and compliance and accountability owner.Managerial skills: • Leadership – retention – talent acquisition• Strong leadership skills in driving results in diverse teams. • Maintain morale and job satisfaction of current employeesOperational Functions:• Capable of supporting/taking over assigned work of any resources in event of emergency to ensure the success of company and client deliverables• Develop/implement service level and quality standards, ensuring team meets or exceeds expectations• Ensure effective communication • Manage change; coordinating efforts that contribute to organizational success.• Continuous process improvement; frequently review process and service delivery to identify opportunities for improvement• Raise, elevate and solve for risks and concerns in timely fashion• Liaise with other mangers, peer departments/functions to gain information, make good decisions, reduce risks and improve collaboration/resolution expeditiously• Expense control; finding opportunities to improve the efficiencies of operations• Effectively ensure understanding of CSS goals and company initiatives are understood by resource teams• Confirm all necessary resources are assigned per the project scope• Leverage regional/local resources and resources from the different departments/functions to support projects• Facilitate effective and constant communication with all resources and teams outside of CSS IPCM• Facilitate and drive decision making and escalation to support resourcesImplementation support:• Ensures that client implementation objectives and deliverables are consistently met. • Provide recommendations, training, and documentation on IPCM programs and procedures.

Newmarket, New Hampshire, Us

Bloomington, In, Us

Created the Customer Experience Playbook to expedite CX solution delivery while also building a team of; 3 customer success, 5 project managers, 11 product developers, 2 business intelligence, 1 resource manager. In 2 years the CX team increased customer satisfaction rates by more than 15% and customer retention by 10%. As a result company revenue targets were achieved by more than 20%. Achievement Highlights ♦︎ Influenced key decision makers to challenge conventional practices and instill customer insights into the decision making processes to expedite project delivery by more than 90%.♦︎ Maintain on-average 9 short-term and 8 long-term CX roadmap to incorporate newly-identified CX priorities and ensure key milestones are documented for initiatives that are underway.♦︎ Manage 10 to 20 change requests on average that resulted in a 70% increase of gross profit margins per project.♦︎ Oversee CSM team who manage 100 + customer accounts and manage a rotating portfolio of new clients to ensure a successful implementation and application of software.♦︎ Perform quarterly and annual assessments to understand critical data points across the business; customer satisfaction, technical support and recurring revenue.♦︎ Serve as the Smartsheet subject matter expert and provide guidance, address challenges with project management and collaboration to customers.

Bloomington, In, Us

Achievement Highlights♦︎ Partner closely with operations, finance, technology and sales to ensure digital product effectiveness and success meets company quality standard and compliance guidelines.♦︎ Analyze and deliver key insights to business stakeholders to mitigate risk across; customer on-boarding, customer success, project workflow, and customer experience.♦︎ Hire and direct work to drive enterprise capabilities and produce customer value by planning; setting objectives and priorities; establishing goals; assigning work; clarifying accountabilities; identifying and managing risks, conflicts and barriers and utilizing management and financial controls to enable focused investment.

Bloomington, In, Us

♦︎ Capital Improvement Planning Committee♦︎ Conservation Commission Committee♦︎ Planning Board

Utrecht, Nl

Led strategic delivery of cross-functional communication while defining strategy to convey project requirements, scope, milestones and regulatory compliance. Provided excellent service and attention to customers when face-to-face or digitally to achieve business goals and meet deliverables.Achievement Highlights ♦︎ Monitored milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.♦︎ Developed solid relationships with subcontractors to optimize cost savings and complete jobs within set deadlines.♦︎ Made changes to project scope and cost and implemented most effective change management processes to keep the projects up-to-date.♦︎ Drove continuous improvement of the project delivery process by providing strong leadership.♦︎ Communicated with clients to convey deadlines, scope of work and potential challenges throughout the project timeline.♦︎ Managed the entire project life cycle from initial concept through final delivery.♦︎ Set project schedules and oversaw milestones for the duration of the project.♦︎ Managed building and system start-up to achieve project goals, specifications and contract requirements.♦︎ Improved operations by working with team members and customers to find workable solutions.

Achievement Highlights ♦︎ Independent consultant and business partner to various development teams ♦︎ Worked to achieve the project objectives on time and within budget♦︎ Successfully provided input on the optimal approach to converting requirements documentation and use cases into working database code

Achievement Highlights ♦︎ Successfully managed internal / external relationships to drive effective practices in scheduling household activities ♦︎ Afforded the opportunity to raise my children and work in a career that fuels my purpose

Education / Dance

Certificate, Travel/Tourism/Hospitality

Fine/Studio Arts, General