Accountable for delivery of all projects and ongoing operations for a portfolio of clients. Led a team of resources to implement SaaS solutions on the Dynamics and Salesforce platforms in an Agile environment. Responsibilities include requirements gathering, resource and project prioritization, status reporting, budget and invoicing, management of project teams, and coordination with offshore teams. Additionally, act as the project manager and point of contact for smaller engagements to support pre-sales activities.

Manage all projects for the organization. Responsibilities include project planning, profitability, and resource management for complex IVR deployment projects. Act as project owner as well as primary point of contact for all new and existing clients. Manage US development team and work with Delivery Head to define processes and policies.

Managed a group of analysts to support Health and Benefits outsourcing for a major domestic airline. Provided project management, ongoing operations support, and consulting to client to best support the regulatory, legal, and company-specific requirements for their employees. Responsible for daily data import, ongoing COBRA communications, and daily fulfillment processes. Worked closely with client team to ensure that all aspects of the outsourcing engagement met the needs of the employee population.Selected Achievement:  Managed 10-15 onshore and offshore resources to support ongoing operations

Served as primary point of contact providing client support for ACS Learning Management System. Performed as Operations Manager for multiple clients on highly customized version of application. Led complex upgrades to new version in addition to monthly maintenance releases. Provided weekly status on all active projects including enhancements and defect resolution. Wrote business requirements and created statements of work (SOW) documents. Communicated with multiple client groups including IT, Data Warehouse, and Infrastructure teams. Managed implementation of all project changes. Collaborated with Quality Assurance team regarding regression test changes prior to production environment roll out. Performed live testing post production changes. Participated as liaison between technology and client teams to ensure timely delivery of quality products and services.Selected Achievements:  Led implementation and upgrade of multiple client accounts on ACS Learning Management System. Built and maintained client relationships ensuring satisfactory client support and retention.

Managed project engagements including business requirements development, project estimation, and technical specifications identification. Created required technical documentation and updated all relevant systems. Participated within technical group monitoring cross-organizational system benefits and affects. Collaborated with other analysts supporting a wide variety of systems including desktop group, accounts receivable, and other upstream / downstream systems. Performed as Project Lead for IT Collection Development group managing requirements review, design development / coding, and testing support prior to release and during warranty period. Selected Achievement:  Directed 10 Programmers to ensure satisfactory project delivery with minimal error rate. Managed internal stakeholders’ expectations to meet organizational objectives.