Customer Experience| Strategic Partnerships| PMO| Technology Deployment| Test Automaton and Quality Assurance

CX leader with extensive project management, account management, and customer success experience in the technology industry.- Leader of Customer Support, Consulting, Training, and Professional Services departments- Department P/L ownership- Implemented VOC analytics (NPS and CSAT)- Management of high visibility strategic client engagements- Business development with a focus on product expansion and contract renewals- Product roadmap strategies to align with market changes (domestic and global)- Leader and champion for annual user conferences- Development and implementation of strategic initiatives

Full responsibility and management of all assigned projects and programs. Duties also include developing and managing strategic initiatives, project process initiatives, and Key Performance Indicators. - Manage projects and programs within scope, quality, time, and cost constraints - Primary contact for all major engagements - Developed strategic initiatives to improve program gross margin and profitability - Developed KPIs to improve program/project execution performance - Executed workshops with project managers to develop processes to improve project execution and communication between cross-functional teams and client teams- Responsible for mentor programs for PMO and functional groups- Teach courses on emotional intelligence for program/project managers and functional team leads- Manage a portfolio with total revenue above 25 million dollars- Lead team responsible for evaluating firms for acquisition - Mentor Customer Success Team leads that seek opportunities to increase client satisfaction and strengthen relationships

• Full management oversight for all aspects of technical pre-sales support, project management and multi-contractor delivery team, project delivery, and customer acceptance and satisfaction.• Manage project managers and technical leads assigned to programs.• Hands-on supervision to a multi-contractor team, responsible for driving productivity efficiencies in key areas of continuous improvement of delivery techniques, implementation of tools, and methods.• Constant coordination with customer to relay timely updates on project status, identify and resolve technical issues, and sustain productive working relationships. • Close collaboration with customer, contractor, stockholder, and other suppliers in developing and implementing standard processes and procedures. • Provision of outstanding customer support that included comprehensive responses to their queries, while ensuring customer satisfaction. • Employment of solution selling to market additional business to existing clients through pre-sales support efforts, in close coordination with the sales organization.• Manage projects with Agile and Water Fall methodologies

• Utilization of industry expertise in handling resource management across multiple project layers along with implementation of best practices to improve the overall delivery of projects• Manage projects with Agile and Water Fall methodologies• Manage junior project managers and technical leads assigned to projects• International project management, both remote and onsite • Efficient management of the initial project discovery and analysis from phases of project definition, initial concept, product development, validation, launch, and audit.• Delivery of senior-level presentation on project products including product development and release planning, process definition and improvement, reporting and metrics, and facilitation support.• Accurate communication of project work requirements, definition, and testing for new systems and enhancement to end user to ensure quality assistance and control.• Proactive involvement in vendor selection to guarantee complete compliance with Statement Of Work (SOW).• Statement Of Work(SOW) scoping and generation.• Fulfillment of subject matter expert role during project management integration encompassing budget and analysis, solution development, implementation, planning, and delivery.• Execution of product proof-of-concept to identify technical issues with requisite solutions.• Effectual delivery of pre-sales and post-sales technical support to guarantee performance aspects of a product were clearly explained prior to making a purchase decision.• Implementation of cross training and education for all associates, while initiating continuous improvement and ongoing development of best practices to the company. • Astute direction to the implementation of capital projects for improvements to manufacturing equipment, processes, and new product developments.• Demonstration of technical proficiency in utilizing various applications development including C++, C#, and HTML.

- Teach honor Calculus I and Calculus II courses - Teach College preparatory mathematics for underclassmen - Develop curriculum for mathematics courses - Responsible for after-school tutoring program

- Desktop support for staff - Network infrastructure support - Training on new applications - Mobile IT support for remote classes