Directs Project Management for programs in the Healthcare space, spearheading new client implementations for business growth. Drives project success from technical and operational requirements through build to performance based execution. Creates effective business processes and tools for sustainable measurement and management of client expectations and KPIs.

Played instrumental role as Project Manager, assuming responsibility for business and IT work streams for Customer Service and Global Finance projects. Led project teams and acted as an advisor to management and business partners on projects/programs through embracing new methodology, supporting change and tackling opportunity for improvement. • Worked in BA and PM roles to successfully complete a Customer Service communications project resulting in $1.5m annual postage savings.• Launched and deployed a global Financial Reporting and Consolidations project implementing new EPM software, converting excel based methods into a systematic financial reporting process, reducing month end closure timeframe. • Managed project activities including defining project plan, risk, benefits, changes in scope or requirements, issue resolution, project artifacts and resource management.• Built effective and cohesive project teams that utilize sound practice to yield desired results by leading and managing matrix project team members.• Established and developed relationships with business sponsors and global leadership.

Provider of customer relationship management programs highlighting brand awareness, with 2,000 employees in 6 North American locations. Played instrumental role, facilitating all client services endeavors totaling $11M annually for 13 major accounts. Led 2 senior-level employees (Client Services Directors) in managing outsourced accounts. Performed revenue and expense forecasting as well as strategic planning. Executed project to implement self-serve IVR for pharmaceutical brand, including feeds for fulfillment requirements.Accomplished cost reduction for client's language line and deployed telephony technology to multi-lingual consumer packaged goods program.Expanded IVR capabilities for Consumer Packaged Goods program to encompass brand-level reporting for prospective marketing initiatives.Contributed to reduction in live-agent costs for self-serve activities, such as order processing and renewals via recommending comprehensive IVR branching. Created proposal for Achieved 40% savings through formation of offshore expansion plan for publishing firm.

Global leader specializing in customer care, technology, and back-office business processing outsourcing (BPO) services with 40 offices worldwide and $400M in annual revenue.; Controlled Citigroup global enterprise contract for North American sectors and affiliates, valued at $7M in annual revenue; contract included programs for credit card acquisition/retention, mortgages, home equity, student loans, enhancement services, and IVR. Directed 6 employees globally. Conducted program-wide revenue management and forecasting. Spearheaded all new product launches and negotiated pay for performance contracts. Realized additional $5M in annual revenue by initiating and organizing project for real-time decision platform for credit card approval processing for Barclay Card brand and affiliates; platform was integrated to provide accurate system communications usable by front-end agent screens. Orchestrated intricate hosted technology project incorporating network setup, telephony, and application integration; project is maintaining geographic growth.Launched 4 call centers in 10 days following affiliate credit card program achieving 400% over forecast; expansion needed to meet service level requirements, reacting quickly to for increase in response rate.Secured offshore contract in Philippines (2006) and 400-seat customer service project (2009) via successful global enterprise contract with Citibank.Elevated reporting processes, increased service level 20%, and decreased IT maintenance costs 40% via leading system conversion for inbound product retention program; migrated platform from Siebel to in-house web-based tool with business, functional, and operational requirements.Developed partnership with regulatory compliance manager to establish IVR project aligning with new do-not-call (DNC) processing requirements in Canada. Spearheaded annual data security audits and developed project action items, following through to completion and acceptance

Executed direct mail initiatives in coordination with programmers, inventory management representatives, and operations/production staff.