Michael D'Elia Email & Phone Number

Tokyo, Jp

Wilton, Connecticut, United States

Colorado

Broomfield, Colorado, United States

•Investigate and identify process failures and bottlenecks then propose/implement digital solutions•Transition PMO from outdated methods and procedures to modern tools/ programs/ and data management solutions•Implemented 1st of its kind 3rd party vendor program to streamline on boarding as well as vendor failure analysis. This allowed Lumen to work with top tier vendors which improved customer experience as well as increasing our performance metrics and revenue•Manage team of developers to create central hub for PMO team giving easy access to KPIs and data analysis for entire managed services organization•Automate reporting needs for team as well as PMO and company executives•Assist in company wide deployment of Service Now•Ad Hoc data analysis and data modeling for executives•Develop program management tool with data analysis for USPS and USDA, largest customers in company history•Managed Cost to NETX program to transfer PMO costs to the appropriate source, either customer or another Lumen team allowing for PMO to grow•Develop and manage Utilization program which consists of measuring total usage time of a PM, PC or PGM which have to maintain at least 80% utilization. When below 80% utilization Managers would automatically be notified and shown incoming projects

Broomfield

•Managed entire data portfolio for Starbucks implementation, largest private sector customer in company history billed at $5 Million/Month. This included customer facing support and internal support for KPIs, process improvement, data entry, and data automation•Managed team of developers to build and roll out .Net application used to connect several organizations within Lumen to manage Starbucks program. This tool was the core of the program.•Developed “Tiger Tracker” past due order management tool using .Net and SQL, which was used to identify and attack high value past due or high risk orders to increase company performance and revenue in a timely fashion. This program closed $3.5 Million in revenue in 8 months•Automated reports for team and service delivery executives amongst all customers of PMO•Managed internal team finances by identifying excess costs and presenting solutions to remain profitable

Broomfield

Develop and automate ad hoc reports for senior leadership using Microsoft SQL and Report Builder•Deep dive into service delivery data to identify opportunities to improve efficiency•Look for cycles in service delivery performance to optimize but also forecast performance•Compile and analyze service delivery revenue on a weekly basis and present to SVP of Service Delivery and department heads•Manage entire data portfolio for Voice Products, analyze and provide actionable recommendations to improve voice product organization. This included internal KPIs as well as financial and customer experience•Manage entire SOW program for Service Delivery. This included working with department heads to determine feasibility, ROI, and possible impact to bottom line•Analyze service delivery financial actuals to identify ways to save money and understand current ROI of products and programs•Capitalize on opportunities to improve processes and increase production and quality of work

Broomfield

Optimized team performance and efficiency reducing overall work time by over 15%•Developed excel dashboards to automate data analysis for Quality and Analytics project managers•Hosted excel training sessions to increase QA teams analytical understanding and performance•Developed and implemented team wide application to manage action items and infer KPI’s•Optimized quality audit process through data automation and strategic planning•Optimized Service Delivery Success Center’s ticket process to minimize resolution time•Managed developers to build quality and analytics application for service delivery EMEA region resulting in 50% reduction in overall task time•Gathered and analyzed service delivery data and provided process recommendations to SVP and VPs•Gathered and analyzed historical data in order to produce a monthly target goal and revenue forecast•Aided in compiling and analyzing service delivery turn up and revenue data for CEO’s yearly review

Broomfield

Boulder

Manage and assist with 5+ Digital Marketing campaigns:• Use key word analysis and Google AdWords to identify areas of opportunity to drive traffic to sites• Detailed competitive analysis to find important niches in the competitive landscapes• Design and wireframe sites then work with developers to build out fully functional e-commerce sites• Design and run social media campaigns • Analyze Google analytics data• Manage Moz accounts• Drive Sales• Build reports based on the improvements we have made• Design sales pitch PowerPoints to grow the business.• Actively manage blogger outreach• Continue to work with our customers to provide a high level of customer satisfaction