Dedicated Program Manager with a proven track record of driving operational excellence and enhancing customer satisfaction within the dynamic realm of AWS. Leveraging over five years of experience in various roles, I have consistently excelled in optimizing processes, leading cross-functional teams, and fostering stakeholder collaboration. My expertise spans program development, project management, and process optimization, complemented by a strong foundation in IT and administrative management.In my current role as Program Manager at AWS, my strategic initiatives have resulted in substantial time savings, including the development of an administrative framework that reduced production time by up to 24 hours per week. Moreover, my leadership led to a comprehensive redesign of internal documentation and training materials, achieving SLA sustainability at 90% and reducing escalations by 30%.As a former Technical Account Manager at AWS, I spearheaded global collaboration efforts involving over 75 team members, fostering cross-functional alignment and knowledge sharing. My ability to analyze performance metrics allowed me to coach and manage teams effectively, resulting in a remarkable 114% increase in productivity.During my tenure as a Training Program Manager, I played a pivotal role in facilitating New Hire classes and achieving an 82% success rate through robust QA and feedback mechanisms. I also designed and implemented training programs that reduced ramp-up time by 60% while consistently maintaining a QA score of 94%.With a Master of Science in IT Administrative Management and a Bachelor of Science in Kinesiology, I bring a unique blend of technical acumen and organizational prowess to the table. My skill set includes cross-functional leadership, process optimization, stakeholder collaboration, project management, program development, and proficiency in tools such as SharePoint and Tableau.Throughout my career, I've undertaken key projects, including the revamp of the Executive Customer Relations (ECR) process, the successful launch of a new AWS specialty team, and the streamlining of account control option processes to enhance customer satisfaction.I am a results-driven professional with a passion for exceeding expectations and a commitment to continuous improvement. I look forward to connecting with like-minded individuals and organizations to drive innovation and success in the cloud computing industry.Contact me at celiargordon@gmail.com to explore collaboration opportunities.