Jon Markey Email & Phone Number

Provide partnership-based client service and full life-cycle project management for complex enterprise-level implementations of Cisco Contact Center and related solutions in hosted and on-premise environments. Lead multiple matrix-based, cross-functional, diverse remote/virtual teams on simultaneous projects.• Assigned to lead large-scale, complex, technically challenging projects, first time technology deployments, and/or clients that require “white-glove” treatment and Executive interaction.• Created templates and tools that have been adopted as standards across the PMO.• Direct Employee Management, Development, and Coaching of Level P3 and P4 Project Managers, including weekly one-on-one’s, goal planning, development planning, quarterly and annual reviews.• Consistently place in the annual top 10 in billable utilization out of 600+ employees in Professional Services. • Requested by name to manage follow-on engagements with multiple clients.• Received company-wide recognition on 2021Q4 All-Hands call for outstanding performance as reported by Volkswagen Credit Executive Team.

Greater Seattle Area

Led discovery and scoping effort with Project Team and Toyota/Lexus of North America to migrate infrastructure and 20+ IVR applications from Avaya to Genesys platform. Produced multi-year, multi-track roadmap for system migration, functional enhancements, and new functionality - including development of ROI and CSAT improvement business cases.

Dual strategic Program and tactical Project management responsibilities for Professional Services in software development, infrastructure build-outs, and operational support at an enterprise-level for Tier-1 clients. • Direct P&L responsibility for ~$27M in Professional Services and Hosted Solutions engagements.• Led PMO in billable utilization, resulting in reduced PM headcount, contributing ~$600K to the bottom line. • Received 2011 Q3 Project Excellence Award for DISH Customer Service IVR Project.• Earned Customer Satisfaction score of 4.8 out of 5.0 for Project/Program Management activities. • Secured additional engagements with DISH Network by completing the initial platform migration and application redesign/development on-time and under budget despite absorbing ~90 change requests.• Delivered First Energy project at 8.8% under budget with documented increase in customer satisfaction. • Additional projects awarded due to the quality delivery and renewed confidence.• Led complex US Bank Program to redevelop 26 IVR applications across three LOBs and build out new dual site infrastructure. The effort included coordinating with multiple major US Bank internal projects.

Dual strategic Program and tactical Project management responsibilities for Professional Services in software development, infrastructure build-outs, and operational support at an enterprise-level for Tier-1 clients. • Direct P&L responsibility for ~$27M in Professional Services and Hosted Solutions engagements.• Led PMO in billable utilization, resulting in reduced PM headcount, contributing ~$600K to the bottom line. • Received 2011 Q3 Project Excellence Award for DISH Customer Service IVR Project.• Earned Customer Satisfaction score of 4.8 out of 5.0 for Project/Program Management activities. • Secured additional engagements with DISH Network by completing the initial platform migration and application redesign/development on-time and under budget despite absorbing ~90 change requests.• Delivered First Energy project at 8.8% under budget with documented increase in customer satisfaction. • Additional projects awarded due to the quality delivery and renewed confidence.• Led complex US Bank Program to redevelop 26 IVR applications across three LOBs and build out new dual site infrastructure. The effort included coordinating with multiple major US Bank internal projects.• Finalist for Convergys “Friends of Sales” Award for role in securing follow-on work with Rogers. • Increased overall self-service automation by 9% (38% to 47%) despite tighter eligibility requirements for a popular pre-existing functionality (payment arrangement) at Avista Corporation.• Led analytics effort at T-Mobile to deliver quarterly deep-dive analyses identifying system improvements with annualized savings of $26.4M - $39.4M, including agent transfer reduction of 7.1M - 9.6M calls.

Actively managed key high-profile, high priority projects with direct budgetary responsibility of ~$25M. Built program to encompass all IVR-related projects to facilitate cross-project and cross-functional interaction to drive cost savings, increase efficiency, and reduce risk. Coordinated 11 major IVR deployments over 8 months, encompassing over 20 individual projects.• Managed matrix-based project teams up to ~40 participants. • Mentored and developed Junior Project Managers.• Managed partnership with Intervoice/Convergys, T-Mobile’s Speech IVR design and development vendor.

Short-term contract for Enterprise Document Management System (DMS) project across 19 practice groups and associated administrative departments consisting of ~100 areas of law from nine regional offices of a national law firm.

Short-term contract for Worldwide Partner Conference. Implemented tools and processes to drive project forward and report status, including weekly dashboards for Senior VPs.

Short-term project to jumpstart a high-priority world-wide distance learning initiative to augment knowledge of leading-edge technologies. Drove Program from rough concept to fully operational program in five months.

High priority, high visibility enterprise initiative to convert ~10M Visa Check Cards to Debit MasterCard.• Directly responsible for corporate-wide general employee awareness and organizational readiness for 2000+ Financial Centers, three 24x7 Enterprise Contact Centers, and corporate employees.• Collaboratively developed, socialized, secured buy-off, and implemented issue reporting and resolution plan, synthesizing existing departmental plans into one comprehensive enterprise plan.• Led effort to identify 300+ operational letters from 30+ bank departments and have them updated for pre-migration, migration, and post-migration purposes, ensuring consistent messaging tone and appearance.• Initiated and drove outbound call campaigns to cardholders. Program exceeded projections for penetration and activation rates. Interchange income retention of $9.2M (annualized) for the initial 6 month campaign.

Branding and communications development firm. Daily operations management and project management of significant facility, IT systems, and client-facing projects.

Ba, Business Administration & Marketing

Activities and Societies: Alpha Kappa Psi - Professional Business Fraternity• Presidential Scholarship recipient for academic excellence.

Bachelor Of Arts, Business Administration