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.
• 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.

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.

• 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.

• 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.
• 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