• Managed custom course extension requests. Conducted research and assembled data including business reason, revenue impact, and replacement solution retaining customers and $2,821,854 in revenue over 3 years.• Identified national course migration risk. Collaborated with 4 teams to create a workflow for prioritizing courses based on revenue. Escalated and monitored 48 courses ensuring on-time delivery, corresponding to $867,000 in custom course revenue. • Liaison between department… Show more • Managed custom course extension requests. Conducted research and assembled data including business reason, revenue impact, and replacement solution retaining customers and $2,821,854 in revenue over 3 years.• Identified national course migration risk. Collaborated with 4 teams to create a workflow for prioritizing courses based on revenue. Escalated and monitored 48 courses ensuring on-time delivery, corresponding to $867,000 in custom course revenue. • Liaison between department, Business Units' senior leadership, and key stakeholders building and maintaining strong relationships through excellent verbal and written communication.• Perform in-depth research on Tier-3 support tickets through Salesforce, ServiceNow, and Jira; coordinating responses from Technical Support, Integration, and Content stakeholders for resolution of customer issues.• Lead project launch and product retirement initiatives requiring comprehensive risk management, data research, and analysis using tools such as Salesforce, Tableau, Smartsheet, and Excel.• Served on user acceptance testing taskforce to provide valued feedback on the usability and workflow of Pearson’s Salesforce/OneCRM.• Trained team of 30-40 Project Managers on Pearson's MyLabsPlus products and processes.• Evaluate and research project feasibility requests. Show less

• Monitored change requests assisting lead developers with troubleshooting and escalating as needed improving resolution time by 10%.• Revised project delivery process to include quality assurance steps; identifying build errors, decreasing support volume, and improving client satisfaction.• Managed a team of 4-6 project managers while continuing project management responsibilities.• Trained and mentored new project managers.• Collaborated with Project Managers, Account… Show more • Monitored change requests assisting lead developers with troubleshooting and escalating as needed improving resolution time by 10%.• Revised project delivery process to include quality assurance steps; identifying build errors, decreasing support volume, and improving client satisfaction.• Managed a team of 4-6 project managers while continuing project management responsibilities.• Trained and mentored new project managers.• Collaborated with Project Managers, Account Managers, and Sales Representatives to ensure the best customized digital solutions are produced and delivered to customers Show less

• Led Fast Track initiative decreasing project delivery by 2 weeks while making quality improvements.• Lead role in developing CS MLP implementation process by creating streamlined process improving scalability and trained team on use of tools.• Managed 68 projects over 5 months in addition to improvement initiatives, contributing to and supporting $1.8M project revenue stream.• Mentored 2 Consultants conducting weekly check-in meetings and providing guidance on required partner… Show more • Led Fast Track initiative decreasing project delivery by 2 weeks while making quality improvements.• Lead role in developing CS MLP implementation process by creating streamlined process improving scalability and trained team on use of tools.• Managed 68 projects over 5 months in addition to improvement initiatives, contributing to and supporting $1.8M project revenue stream.• Mentored 2 Consultants conducting weekly check-in meetings and providing guidance on required partner training, education, and outreach activities. Show less

• Provided operational support for 30+ Educational Partners, assessed needs with each partner, and assisted in finding and implementing solutions.• Designated lead consultant for training and demos, served as subject-matter-expert on delivery of training for all new consultants for 2 years.• Participated in weekly cross-department meetings, serving as dedicated specialist for Client Services team.