Marian Williams, Mspm, Pmp Email & Phone Number

Charleston, South Carolina, United States

Responsible for focusing on vendor commercialization programs, and client operations process engineering

Charleston, South Carolina, United States

Responsible for building processes, governance and leading a team dedicated to supporting two strategic customers. Tasked with organizing interdepartmental dependencies, while effectively improving and aligning Enterprise-level processes and reporting.• Developed project plans for process and governance needs in regard to both strategic customer initiatives and ongoing projects• Coordinated and provided assessments for automated resource allocation and scheduling within team organizational hierarchy, reducing FTE hours dedicated to manual internal systems updates by ~100 hours per quarter• Worked closely with engineering, operations, and customer success representatives in order to determine organizational readiness for ongoing customer health assessments. Analyzed ongoing governance reporting to determine gaps and process improvement needs between various internal departments.• Established and managed project/account quality control standards and reporting to ensure professional, accurate, complete, and timely review and delivery.• Successfully delivered the Open Enrollment Program for our channel partners (100+ individual projects:100% of on time project delivery across entire program79% Improvement of Project Stability, which means a reduction of date changes due to missed project deliverables100% of tangible deliverables to customers and applicable project partners on time (YoY)32% Increase in customers signoffs obtained 3+ Business Days in advance of project start (YoY)Maintained all project reporting and daily updates to stakeholders throughout program process

Charleston, South Carolina Area

Tasked with assisting to build a new team that is responsible for providing expert guidance, process improvement, and facilitating program level initiatives in order to increase company efficiency in accordance with company strategy. Responsible for identifying and proposing key organizational process improvements and gap-elimination that drive program success. • Developed, organized, and documented a project management plan for Benefitfocus' largest reoccurring annual project type. Defined project logistics, roles and responsibilities for project activities. Planned, coordinated, and evaluated all phases of project control and governance to include interpretation of, and compliance with, process and policies• Developed and conducted role-based training curriculum to iterate program and project processes and governance. Training courses resulted in a 92% attendance rate, and 95.7% first pass knowledge check rate. Developed training program in regard to process improvement and product improvement for Annual Associate Success Event (6-week, company-wide training program) • Developed, reviewed, and refined process documentation and internal reference information across various departments.• Facilitated weekly stakeholder & leadership meetings delivering project and program risks, accomplishments, and overall program progress• Maintained regular and timely communication with internal program and project team members to gather risks, requirements, and needs. Resulting in a 22% YoY increase in customer requirements obtained and a 14% YoY increase of timely customer system acceptance prior to go-live• Lead process improvement efforts and conducted lessons learned meetings across various internal departments. Estimated man-hour savings correlated to first year implementation of program level process improvement initiatives and planning of ~12,078 hours

Charleston, South Carolina Area

Responsible for owning a portfolio of customer accounts. Building and managing key customer relationships to maximize desired outcomes in relation to stakeholder expectations and requirements. • Demonstrated expert knowledge of company governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure. • Demonstrated key escalation management skills in order to drive deliverables to completion. • Coordinated internally to manage external customer expectations, while anticipating and addressing needs and risks.• Facilitated regular customer meetings to ensure alignment and status on open issues and associated project or action plans.• Managed enterprise customer projects, coordinating project scheduling, while providing ongoing support to the overarching customer relationship. • Recognized enterprise level customer success manager promoted within 8 months of hire. Assisted team leadership with leading defining process improvement strategy and lesson learned.

Columbia, Md

Responsible for driving a key customer account through a company acquisition and reestablishing partnership to ensure a fruitful ongoing relationship.• Lead a team of sales and operations associates throughout company acquisition as a Project Manager for Global Accounts to Global Customer Success Manager. Responsible for maintaining sales to project pipeline. • Monitor the level of contract and process quality throughout internal systems and contract lifecycle.• Perform ongoing quality assessments and process improvements between customer support and engineering teams. • Consulted with Global Account Executive and Global Account Operations Manager to coordinate and plan special projects and account management tasks across the customer's regions globally.• Served as a key point of contact for customer; developed project and account plans; outlined deliverables, schedules and strategy; identified staffing needs and project team assignment; and developed risk management and contingency plans• Provided account and contract management, including assisting with master corporate- and individual-level agreements negotiation, and maintaining contractual marketing obligations

Columbia, Maryland

Responsible for driving a key customer account projects through to completion. •Consult with Global Account Executive and Global Account Operations Manager to coordinate and plan special projects and account management tasks across the customer's regions globally.•Served as a key point of contact for customer, developed project and account plans, outlined deliverables, strategy, identified staffing needs and project team assignment, scheduling, risk management and contingency plans•Account and contract management, including master corporate-level agreements and individual level agreements, and maintaining contractual marketing obligations

Columbia, Maryland

Responsible for coordinating and managing projects related to global accounts' technology roll outs and supplemental contracts. • Recognized departmental top performer, delivering highest number of projects closed on both a month-to-month and annual basis.

Salisbury, Md

Responsible for managing front office operations, guest service and registration check-in/check-out; property inventory and availability, guest services standards and initiatives, cost control measures and overall profitability.• Promoted within 6 months of hire from Guest Services Agent to Front Office Manager.• Certified Guest Services Champion with Intercontinental Hotels Group (IHG)

Silver Spring, Md

Supported Interior Design and Architecture departments to ensure hotel franchisees abided by corporate franchiser design rules and regulations.• Special project coordination related to reviewing design and construction specifications submittals to ensure all designs met and abide by regulations and requirements set forth by Choice Hotels International (CHI).• Assisted with property façade design project and roll out.