- Execute, manage, and monitor day-to-day project activities for a single project or major project deliverable.- Ensure assigned project deliverables, including code deploys, documentation, and project artifacts are completed on-time and with quality.- Monitor, track, update and report on JIRA tickets, create, update and maintain JIRA dashboards/filters, monitor changes to scope, track hours-based deliverable drawdowns, T&M tracking, and monitor/approve project hours on a daily/weekly basis.- Assist with or create periodic status reports and communicate to the client and project team.- Develop and maintain working knowledge of overall project scope and high-level business knowledge.- Communicate both verbally and in written format, with clear summaries and direction internally within Vitech, with clients and partners.- Maintain and adhere to appropriate project documentation/standard documentation library and formats.- Strong working knowledge of the Vitech upgrade and implementation methodologies, including SAFe Agile framework, and application of the methodologies to day-to-day project activities.- Coordinate post implementation activities such as production support/warranty/hand-off to client support services.- Knowledge of Vitech contractual obligations and tracking/reporting of project activities to meet those obligations.- Co-Lead or coordinate internal project team meetings. Publish agendas and meeting notes/actions.- Facilitate activities across cross functional teams to effectively progress project activities and resolve issues or risks.- Identification, communication, and escalation to the Senior Project Manager/Portfolio Manager on customer and/or internal roadblocks, risks, issues which are impacting the project schedule, scope, or cost.- Assistance with monitoring project resource allocation, utilization, quality and forecasting.- Onboard new joiners to the project and Vitech and mentor and assist with employee reviews and feedback.

- Establish and maintain excellent relations with all clients as measured by their confidence that Vitech can and will deliver a quality business solution.- Responsible for the analysis of the business needs and documenting the business rules across one or more client accounts.- On-site client visits as needed for conducting initial foundational analysis and production of requirements documents, functional specification documents, testing, training, and project work.- Responsible for collection of client documents; for weekly review and management of reported issues and modification requests, including the testing of and confirmation of reported issues.- Responsible for coordination, testing, and deployment of client application releases.- Effectively communicate functional requirements to development team.- Serve as on-site client support, and on going client-training.- Serve as liaison between development staff and user community during development, testing, and implementation stages as well as for on-going modifications; on- site support for system cutover.- Develop significant application and related business requirements expertise.- Undertake on-site application deployments, test script development, and test script execution.

- Successfully managed direct reports in multiple locations, as well as provided direction to multiple testing team members across the project team.- Focused on the development of a new administrative system to store customer information for the client.- Analyzed risk regarding product and feature implementation and timelines on the execution of these activities.- Served as the main point of contact between the operations and development team.- Facilitated open communication between all business areas and ensured an understanding of project progress.- Served as liaison between TCS and the client for functional activities throughout the project.- Tested system functionality and reported outcomes of system performance.

- Successfully managed the activities of team members in multiple locations.- Developed and implemented policies, procedures, and process improvement initiatives to increase customer/employee satisfaction.- Provided a high level of product and leadership support to representatives and clients.- Provided detailed monthly departmental reports and updates to senior management.- Effectively communicated with team members to maintain clearly defined expectations.- Analyzed risk and initiated plans for improvement.- Established contingency plans and identified potential difficulties that could be encountered.- Recommended changes to existing structure to increase the accuracy, efficiency, and responsiveness of the New Business department.

- Recruited, managed, and mentored an average of 20 new customer service representatives per year.- Successfully managed the activities of team members in multiple locations.- Developed and implemented policies, procedures, and process improvement initiatives to increase customer/employee satisfaction.- Provided a high level of product and leadership support to representatives and clients.- Provided detailed monthly departmental reports and updates to senior management.- Effectively communicated with team members to maintain clearly defined expectations. Analyzed risk and initiated plans for improvement.- Established contingency plans and identified potential difficulties that could be encountered.- Recommend changes to existing structure to increase the accuracy, efficiency, and responsiveness of the New Business department.- Successfully assisted and transitioned initiative to outsource work to offshore partner.- Traveled to India to train offshore partners in work, as well as provided ongoing support and leadership to offshore team.- Experience using Workday software.

- Effectively analyzed and provided detailed weekly and monthly reports regarding the operational effectiveness of the two call center queues I was responsible for to senior leaders in the organization.- Provided coaching to leaders within the two call center queues on how to improve the operational effectiveness within their departments.- Executed queue specific projects as necessary.- Successfully built cross-center and cross-company relationships that pertained to daily operations in the care center.- Encouraged and supported the philosophy of coaching to behaviors rather than numbers for sustained improvement operationally.

- Led daily operations of 12 Technical Support Representatives responsible for providing industry-recognized customer service and technical support.- Partnered with external customer service vendors for technical support to help provide the highest quality technical support experience for our customers.- Facilitated effective coaching sessions with associates to ensure a positive customer experience was delivered upon.- Coached to adding value during customer interactions to enhance the product portfolio.- Assisted with the hiring and on-boarding of new customer service representatives.- Successfully mastered multiple operation systems and employee management systems; used system efficiently to interpret department needs and responded in a timely manner.- Handled payroll, leave of absence, and attendance issues for team while ensuring policy compliance.

- Provided support to multiple individuals in the care center including associates, coaches, managers, and director regarding call quality of front line representatives.- Provided feedback to vendor partner leadership teams to ensure the highest quality experience was provided to our customers.- Led discussions with leaders in the care center regarding customer/associate interactions and assisted in driving the right behaviors on calls.

- Successfully led up to 12 direct reports.- Coached to adding value during customer interactions to enhance their product portfolio.- Proactively provided assistance throughout call center.- Provided constructive feedback and corrective action when necessary.- Analyzed multiple reports required in the position.- Facilitated team meetings and promoted a positive work environment.- Handled 2nd Tier escalated calls.

- Assisted internal associates who required additional assistance in understanding customer or company information.- Successfully worked with escalated customers to diffuse volatile situations and customer complaints.

- Responded to inbound customer service calls in a fast-paced, high-volume care center.- Provided technical support and troubleshooting for customer’s cellular products.- Built rapport with customers and proposed different products and services based on account history.- Established positive and professional relationships with co-workers.

Facilitated lesson plans provided by classroom teacher; Responsible for communicating with teachers and other staff in building; Developed professional relationships with students and staff; Corrected and assigned homework in classroom; Responsible for classroom management and growth of knowledge.

Assisted members with signing up and renewing memberships; returns and exchanges; processed credit card applications; cash register support; floor support.