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As a results-oriented Project Manager, I am focused on leading teams to consistently exceed customer expectations for a global teams of thousands. I am customer-focused and build strong relationships with them, whether internal or external to a company. I ensure customer satisfaction by becoming a trusted consultant on programs, providing thorough communication about project statuses, and aligning with client needs to determine the best approaches to improve quality. With six years of experience in managing processes for machine learning, artificial intelligence, and customer support projects, I am passionate about creating initiatives that improve quality, and deliver outcomes within expected timeframes. I hold a Lean Six Sigma certification, and am an Asana Ambassador, demonstrating my knowledge in defect reduction, process improvement, as well as organizing and managing large projects with many moving parts. My mission is to drive continuous improvement and efficiency on teams, and to foster interdepartmental collaboration to achieve company goals.
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Project Quality AnalystRws GroupAustin, Tx, Us -
Digital Asset Production Manager - VolunteerPolitical Action Committee Aug 2024 - Nov 2024Served as a key figure on a select team of 500 communication specialists, creating over 3,000 digital asset campaigns, gaining over 5.5 million impressions on social media.• Reviewed and approved digital assets and graphics to ensure campaign compliancy• Communicated with volunteers to discuss copy suggestions and revision questions• Collaborated with campaign staff, and volunteer leaders• Reviewed content during rapid response events with real-time turnaround
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Project ManagerAppen May 2020 - Apr 2024Provided project management leadership on a $20+ million machine-learning program - consistently exceeding client quality expectations for a global workforce of thousands in 28 different languages. Continuously achieved on-time project delivery, by managing timelines and engaging with internal and external stakeholders around the globe.• Enhanced project quality to exceed 95%, surpassing client expectations through strategic management of a global workforce of independent contractors• Guaranteed 100% certification of newly on-boarded independent contractors by implementing acomprehensive roster tracking and verification system• Fostered role as a trusted advisor by elevating customer satisfaction and consistently delivering dependable quality, ensuring on-time project delivery by by managing timelines and engaging with stakeholders• Facilitated regular client-facing program review meetings; meeting footprint time reduced by 50% -
Associate Project ManagerAppen Jun 2018 - May 2020Established quality upskilling tests to ensure high-quality data, and implemented monthly quality testing for entire roster of thousands in 20 languages. Deployed these tests across 25 different countries to ensure Independent Contractor accuracy.• Improved contributor quality scores by 10%, implementing regular training initiatives in order to exceed client expectations• Reduced monthly invoice audit time by 50% or 40+ management hours for IC invoices submitted monthly• Developed and optimized client-facing reports to effectively communicate quality assurance measures• Analyzed and reported on relevant qualitative and quantitative metrics to inform project strategies andimprovements
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Senior Internet AnalystRaterlabs, Inc / Leapforce (Acquired By Appen) Dec 2014 - Jun 2018Analyzed and provided feedback for search-engine results-related experiments, as well as tested new client tool updates before release to the public.• Achieved recognition for outstanding performance by consistently ranking within the top 5% of analystsbased on quality metrics• Surpassed project benchmarks, consistently exceeding quality expectations for review evaluations in experimental ML testing• Earned promotion due to exceptional work quality and dedication to project excellence for client products
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Internet AnalystRaterlabs, Inc / Leapforce (Acquired By Appen) Jun 2011 - Nov 2014Tested and analyzed search-related results to determine relevancy, as well as tested client tools before new updates were rolled out to the public. Provided feedback and ensured testing was completed in a timely manner.• Conducted thorough testing of search-related products, contributing to the refinement and optimization of end user experience• Assisted in the quality improvement of Artificial Intelligence features by providing detailed feedback on performance and usability
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Quality Assurance Manager - Customer Service / Technical SupportArise Virtual Solutions Inc. Nov 2007 - Oct 2012Oversaw quality and production for team of front-line representatives taking customer calls, improving quality to over 90%. Conducted live call monitoring, as well as coaching to ensure team was empowered to resolve all calls. • Enhanced customer service quality by streamlining feedback and coaching processes, resulting in asignificant improvement in team performance metrics to achieve 90% quality scores consistently• Elevated critical technical and customer issues through systematic daily briefings, ensuring timelyresolutions and client satisfaction• Implemented quality assurance strategies (enhanced reporting, continuous improvement) that surpassed client performance objectives, fostering a culture of excellence among a large team of customer service professionals -
Customer Service Technical SupportArise Virtual Solutions Inc. Feb 2005 - Nov 2007Provided superior customer service and troubleshooting for popular software title, ensuring first-call resolution and satisfied customers and achieving 95% quality scores for incoming calls. • Delivered comprehensive customer and technical support, achieving first-call resolution and maintaininghigh levels of customer satisfaction• Effectively resolved customer inquiries and technical issues, minimizing the need for follow-up callbacks
Michael Grantham Education Details
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General Studies
Frequently Asked Questions about Michael Grantham
What company does Michael Grantham work for?
Michael Grantham works for Rws Group
What is Michael Grantham's role at the current company?
Michael Grantham's current role is Project Quality Analyst.
What is Michael Grantham's email address?
Michael Grantham's email address is mg****@****pen.com
What is Michael Grantham's direct phone number?
Michael Grantham's direct phone number is (866) 240*****
What schools did Michael Grantham attend?
Michael Grantham attended The University Of Texas At Austin.
Not the Michael Grantham you were looking for?
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Michael Grantham
Senior Project Manager With Mba And Prince2 Experienced In Delivering Software And Infrastructure SolutionsFort Lauderdale, Fl -
1osgtool.com1 +163079XXXXX
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Michael Grantham
Phoenix, Az3gmail.com, missouriwestern.edu, carvana.com9 +197957XXXXX
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