As a Global Vice President of the Project Management Office, specializing in client implementation project management, IT project management, and construction project management, I am dedicated to orchestrating seamless project execution across diverse domains and geographies. With a proven track record of leadership in delivering high-impact projects, I excel in driving innovation, optimizing resources, and ensuring alignment with strategic objectives. My expertise lies in overseeing end-to-end project lifecycles, fostering collaboration among multidisciplinary teams, and consistently exceeding client expectations. I thrive in dynamic environments, leveraging best practices and cutting-edge technologies to drive operational excellence and achieve sustainable business growth on a global scale.

Global Director of Project Management for a Business Process Outsourcing (BPO) organization, responsible for overseeing and managing projects on a global scale. Successfully lead and direct project management teams across multiple regions and countries, ensuring the effective execution of projects and the achievement of organizational goals. Develop and implement project management methodologies, best practices, and standard operating procedures to drive consistency and efficiency across all project teams. Collaborate closely with cross-functional stakeholders, including senior executives, to align project objectives with business strategies and ensure optimal project outcomes. Provide strategic guidance and leadership to project managers, ensuring they have the necessary resources, support, and guidance to deliver projects on time, within budget, and to the highest quality standards. Continuously monitor project progress, identify risks and issues, and implement appropriate mitigation strategies. Foster a culture of innovation, collaboration, and continuous improvement within the project management function.

Experienced project manager specializing in the call center industry, with a focus on implementing new clients, expanding existing clients to new regions or lines of business, technical migrations, sunsets, new technology implementations, and global process improvement initiatives. Develops and executes comprehensive project plans in collaboration with clients, dev ops, recruiting, training, and workforce teams to seamlessly implement client projects across domestic, nearshore, and offshore call centers. Regularly updates stakeholders on project progress and secures approvals for smooth progression to subsequent stages. Proactively identifies organic growth opportunities within projects and facilitates contract amendments for accommodating growth and ramp-ups. Collaborates closely with account management to ensure smooth project transitions to operations and ongoing account management after completing the project plan. Maintains positive percentages for on-time project completion, excelling in risk mitigation and issue resolution. Creates project management templates and resources for use by the global project team.

Office manager with a focus on non-profit organizations, adept at overseeing and coordinating a variety of initiatives. Experienced in managing projects related to operations, community events, outreach programs, and volunteer management. Skilled in developing and executing strategic plans to improve functionality, enhance visitor engagement, and boost member retention. Proficient in coordinating and facilitating religious ceremonies, including weddings and funerals. Also, possesses expertise in providing counseling services to individuals of all ages, including youth, adults, and couples seeking premarital guidance. Additionally, I have experience in website development and data analysis.

Dynamic and results-oriented Workforce Supervisor with expertise in managing the daily operations of a call center. Successfully oversee a team of 160+ workers, ensuring efficient workflow management, including scheduling PTO, breaks, lunches, and Continued Education Training. Effectively report key performance indicators (KPIs) to the Director of Customer Service and Operations managers, providing valuable insights for performance improvement. Proficient in data analytics, with a focus on call volume analysis, forecasting, call dispositioning, and CRM data management. Experienced in working with Cisco, CRM, and SQL systems to optimize call center operations and enhance customer experience. Proven ability to maintain high service levels, meet performance targets, and drive operational efficiency in a fast-paced call center environment.

Experienced project management expert, specializing in client implementation, demonstrates a robust commitment to data analysis and reporting. Successfully oversees implementation for new clients, as well as those aiming to expand their line of business and/or region. Collaborates adeptly with clients and account managers to strategize and execute campaigns, technical builds, reporting, and backend processes for new projects. Proficiently handles financial forecasting, bill rate analysis, and provides ad hoc financial data and reports. Maintains an outstanding level of risk mitigation, on-time project completion, and proactive issue resolution initiatives.

Successfully managed a portfolio of key client accounts, driving revenue growth and fostering long-term relationships.Developed and executed strategic account plans to align with clients' business goals and maximize sales opportunities.Proactively identified and pursued new business opportunities within existing accounts, resulting in an increase in account revenue.Cultivated strong relationships with clients, serving as their primary point of contact and trusted advisor.Conducted thorough needs assessments to understand clients' pain points and tailor solutions to meet their specific requirements.Collaborated closely with cross-functional teams, including sales, marketing, and product development, to deliver comprehensive solutions and exceed client expectations.Led contract negotiations, renewals, and upselling initiatives, consistently achieving high contract renewal rates.Monitored market trends and competitor activities, providing strategic insights to clients and identifying areas for growth and improvement.Analyzed sales data, Key Performance Indicators (KPIs), and market research to track account performance and identify opportunities for optimization.Provided regular reporting and updates to clients, showcasing the value and impact of our solutions.Resolved customer issues and concerns in a timely and professional manner, ensuring high levels of customer satisfaction and retention.Received recognition for outstanding performance, including several "Account Manager of the Year" awards.Stayed up-to-date with industry trends and best practices, continuously enhancing product knowledge and sales techniques.Utilized CRM software to track account activities, manage pipelines, and streamline communication with clients.

As a skilled professional, I have successfully managed support services that provide crucial assistance to operations and production teams. These support services encompass a wide range of functions, including Escalations, Help Desk, Quality Assurance, Training, Incubation Teams, and acting as the primary point of contact for clients and the company in matters related to back-office sales and adjustment processing.Within the scope of my role, I effectively supervised and coordinated escalations, ensuring that critical issues were promptly addressed and resolved to minimize any impact on operations. I managed the Help Desk, overseeing a team dedicated to providing timely and effective support to internal staff and external stakeholders, resolving technical issues, and answering inquiries.Quality Assurance was a significant focus of my responsibilities, where I implemented and maintained processes to monitor and assess performance, ensuring adherence to standards and identifying areas for improvement. Through ongoing evaluation, I fostered a culture of continuous improvement, optimizing workflows, and enhancing overall operational efficiency.Managing the training team I was able to develop and implement comprehensive training programs to equip team members with the necessary skills and knowledge to excel in their roles. I worked closely with cross-functional teams to identify training needs, design curricula, and deliver impactful training sessions.Additionally, I managed Incubation Teams, providing guidance and support to newly onboarded employees, facilitating their integration into the organization and ensuring their smooth transition into productive roles.I served as a key liaison between clients and the company, effectively managing communication channels and fostering strong relationships. I handled back-office sales and adjustment processing, working closely with clients to understand their needs and provide tailored solutions.