Leveraging 20 years of experience as a results oriented customer and project delivery professional, I have been accountable for all aspects of project execution including talent alignment and product delivery. I am passionate about creating a positive customer experience and maximizing client satisfaction while bringing expertise in Business Process, Integration and Client Success Management. In my time at EagleDream, I have managed various IT projects including Data Lakes, website migrations and rebuilds, and software application development. I also lead the Project Management Office, managing a team of nine direct reports. In 2018, I served as interim CIO for national retail organization, leading various strategic projects including the onboarding of new resources and the development of their project management office. Prior to joining EagleDream, part of the PwC network, I worked for PAETEC for 12 years, leading Operations, Customer Support, Project and Billing Development teams though process improvements, automation and mergers while delivering world class customer service. Strategic Leadership Skills• Increase operational efficiencies and improve customer and user experience through targeted process change and system automation.• Coach and mentor employees through integration and migration activities• Partner with customers to ensure service quality and identify enhancement opportunities• Collaborate with Sales, Operations and IT teams to establish strategic project priorities• Resolve complex internal and external customer issues• Create strong relationships with corporate leadership teams
Listed skills include Coaching, Program Management, Call Center, Mpls, and 25 others.