Charlene Moore, Pmp Email & Phone Number

Pflugerville, Tx, Us

Process Improvement Project Management

Tata Consultancy Services is an IT services, consulting and business solutions organization that partners with many of the world’s largest businesses in their transformation journeys. A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries.TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. Currently providing project support on behalf of Google/YouTube TV. Career progression includes:● 2023 - Manager/Team Lead of the VOD Service Desk● 2022 - Data analyst/metrics; process improvements; SLAs● 2020 - Video-on-Demand workflow specialist; resolve network partner's VOD issues● 2019 - Real-time auditing and Quality Assurance of team's work on program schedules adjustments● 2018 - Real-time schedule monitoring of YouTube TV; authored multiple Process Manual documents

Austin-San Marcos, Tx Area

Support Veteran organizations. Provide customer-facing support in roles of Marketing and Sales. Provide customer service phone support. Promote education of organization mission. Event coordinator team leader.

Austin-Round Rock, Tx Area

* Certified PMP. Earning plenty of PDUs to maintain my Certification. * Studied Agile methodologies such as Scrum, Kanban, Lean, etc.; including roles of Scrum Master and Product Owner. * Studying for ITIL Foundations certification.* Greatly experienced in Account Management, Customer Service, Operations, Process Improvement, Escalation Management, Project Leadership and Execution.* Proficient in Microsoft Office (Word, PowerPoint, Outlook, Visio, Excel (pivot tables, formulas, charts))* Social Media Advocate

Round Rock, Tx

Dell GCFA Project Manager/Coordinator.  Managed and executed end-to-end customer-facing Customer Field Action quality projects and programs to help our customers mitigate quality and functional issues.  Support of Client, Mobile, Enterprise and Cloud-based products.  Communication skills to set/manage stakeholder expectations. Review deliverables and milestones. Accountable for organizing/tracking projects regarding scope, cost/budget, scheduling/timeline, material allocations, vendor/partner negotiations, dispatching, asset recovery, manage logistics, coordinate with shipping carriers, escalation management.

Round Rock, Texas

Support the delivery of a world-class customer experience that results in increasing profitable business. Implement Total Quality Programs to reduce escalations and increase customer satisfaction. Identify and address systemic personal computer hardware failure trends and service levels. Saved $585K+ yearly by negotiating project scopes. Worked high number of cases (150+ /yearly) and closed them within metric goals. Presented three to five quality reviews per month to customer managers and executives. Global reporting of quality, sales, and service level reports. Led progress/status meetings.  Led cross-functional teams for proactive projects. Compiled and analyzed data. Assess risk. Evaluate analysis and translate into solutions. Evaluated data so that informed decisions were made regarding tactical and strategic engagements.

Round Rock, Texas

Service Escalation Management for large corporate accounts. Engaged appropriate resources to meet service metrics and increase customer satisfaction. Recognized Group Leader and SME among co-workers. Provide coaching and direction. Coordinated large field service-related projects. Track administrative processes.  Manage vendor relationships. Guide customers in use of online solutions.  Effectively obtain and allocate resources to resolve service delivery challenges.  Performed follow-up to ensure customer satisfaction after expediting service escalations. Approach challenges with a sense of urgency.

Bachelor Of Science (Bs), Computer Science

Minor degree in Management

Pmp, Project Management

License# 1751478

Agile, Project Management

Master'S Certificate, Project Management

Yellow Belt Certification

(BPI is closely related to Six Sigma processes)