Project Manager for multiple technology and process improvement initiatives for Volt Power, LLC (a PowerTeam Services Company) from June 2016 - May 2018. Projects included implementing Purchase Order functionality in Microsoft Dynamics ERP system, automating Paid Time Off accruals in ADP Workforce Now system, decommissioning legacy ERP system, and streamlining Payroll processing.Project Manager for the Prophix Corporate Performance Management software implementation for the Mears Group (a Quanta Services Company) from April 2015 - May 2016. Managed the day-to-day operational aspects of the project, resolved issues and risks, tracked status of deliverables and action items, communicated project status, and managed the client relationship with the vendor. Workstream Lead for the global implementation of the Central Travel Account (CTA) program at Baker Hughes from February 2015 - April 2015. This encompassed identifying cardholders, managing the application process, coordinating card issuance and training, delivering communications to key stakeholders, and providing project updates to senior leadership.Change Management Lead for the Finance PMO Transformation Project at Baker Hughes from September 2013 - January 2015. This encompassed understanding business objectives and key changes, planning and executing communication strategies, creating effective communications and presentations that engaged and informed stakeholders, publishing content on the website, and maintaining the library of communications in the SharePoint workspace. Change Management Communications Specialist for the Global Tax Transformation Program at Baker Hughes from January 2013 - August 2013. This encompassed developing and delivering project communications, including project updates and newsletter articles, publishing content on the website, maintaining the library of communications in the SharePoint workspace, and coordinating project communication events and logistics.

As a member of the Marketing and Customer Care team, I led projects to implement best in class solutions that streamlined business processes, improved operating efficiency, and increased customer satisfaction. Managed implementation of the Interactive Intelligence platform, which was a key component in enabling Call Center cultural and operational transformation. Led initiative to improve the residential customer experience by implementing eBilling and online services including Additional Service enrollment, Budget Billing sign up, Returning Service enrollment, and Transfer of Service. Project team was recognized by senior leadership for doing a superb job in speed, agility, and execution to flawlessly launch each of these processes. Received the September, 2011 Bravo Award for accountability, customer focus and teamwork. Recognized for helping to create a culture of strong communication and delivery that builds trust, setting the gold standard for project communication, requirements writing, and testing, and actively partnering with internal and external teams to ensure that each is committed to helping the other meet and achieve their goals and all win in the end. Received Gexa Energy's President's Award for Exemplary Service & Dedication in April, 2012. Recognized for exceeding expectations and going 'above and beyond the call of duty' to achieve results, including the successful completion of 12 consecutive initiatives.

Developed and managed a high performance team of business analysts in the U.S., U.K., and India that delivered key HR Service Delivery metrics to a global client base.Created and implemented operational plan and change management strategy to globalize HR Service Delivery metrics by measuring what matters most, benchmarking, and creating scorecards to track results against performance targets, highlight key successes, and to identify actionable opportunities for improvement. Built strong partnerships with HR clients by using performance metrics to focus on factors having the most impact on service quality and operational excellence.

Designed and executed comprehensive change management strategies encompassing communication, education, leadership, and measurement to ensure successful completion of major initiatives that included merger integration, implementation of PeopleSoft Time & Attendance System, and rollout of global Manager self-service. Partnered with project managers on integrating change management deliverables into project plans and coached them on effectively utilizing change management techniques.Assessed change impact and utilized best practices to effectively transition from current state to future state.

Spearheaded initiatives and strategies to establish a sustainable culture of quality mindset in the HR Contact Center that reduced customer escalations by 97%.Led Six Sigma initiative to Improve Defect Measures, which set the course to drive defects out of critical operations through continuous improvement. Earned Six Sigma Green Belt certification.Instituted Human Capital programs that improved team performance and business results in the HR Contact Center.

Developed and implemented successful recognition and retention strategies that reversed a history of costly turnover in the HR Contact Center. Generated enthusiasm and increased morale to build a productive, high performance team that resulted in achieving greater employee and customer satisfaction.Streamlined and directed interviewing, selection, and hiring process for the HR Contact Center.

Selected, developed, and managed high performance team that provided customer service to the firm's retirees. Implemented enhancements that increased employee and customer satisfaction, automated significant functions and streamlined processes resulting in it becoming a benchmarking showcase.

Managed project to implement HR system and then to leverage it to develop and deliver web-enabled self service to employees. Managed business analysts responsible for determining and documenting user requirements for HR system enhancements and completing user acceptance testing.Led team that analyzed data, reported on trends, and provided information to support business decisions and initiatives.

Documented and analyzed business processes and workflows required for conversion to PeopleSoft HR system. Assessed communication and education needs, developed customized communications and training programs, and delivered training on PeopleSoft HR system to users. Developed communications for major initiatives.

Led team that administered benefit plans for the employees and retirees in Texas. Coordinated benefits activities associated with bank acquisitions and divestitures. Facilitated re-engineering of core business and support processes, which improved efficiency, reduced expenses, and enhanced customer satisfaction.

Monitored health insurance claims, trends and utilization patterns. Developed recommendations for employee and retiree benefit expenditures. Administered retirement benefits plan and provided customer service to retirees.

Designed and participated in salary surveys. Analyzed data, evaluated the comparative level of overall compensation, and developed recommendations. Developed incentive plans, prepared proposals for corporate approval, and implemented plans. Calculated salary increase forecasts for budgeting purposes and tracked actual expenses against plan.

Reviewed major business areas to determine the efficiency and profitability of operations. Analyzed operating procedures, developed recommendations for improving operations, created action plans for implementing them, presented recommendations to senior management, and partnered with managers to implement recommendations.