• Developed and Executed PPM Frameworks: Spearheaded sophisticated PPM frameworks using SAP PPM, Agile, and custom methodologies, managing a $1 billion budget and a global team, improving delivery timelines by 30% and resource efficiency by 25%.• Led SAP Integration Governance: Established a governance structure for integrating a custom auditing platform with SAP, enhancing data accuracy by 40% and improving reporting efficiency across SAP FI, CO, and MM.• Managed IT Project Portfolios: Oversaw multimillion-dollar IT project portfolios, managing SAP S/4HANA and SAP Business Suite implementations, reducing process bottlenecks and increasing operational efficiency.• Transformed PMO Processes: Developed a self-service SharePoint site integrated with PowerApps, Power BI, and SAP Fiori, boosting productivity by 35% through improved data access, reporting, and workflow automation.

• Implemented Data Analytics Processes: Led SAP Banking and TRM solutions using SAP Analytics Cloud, enhancing data accuracy by 30% and reporting efficiency by 25% through cross-functional collaboration.• Managed Vendor Contracts and ERP Integration: Negotiated vendor contracts and integrated SAP Banking and TRM with SAP FI, CO, and MM, reducing data silos by 40% and improving data flow by 35%.• Developed Change Management Strategies: Managed SAP implementation projects from scoping to post-support, reducing project turnaround time by 20% and increasing user adoption by 30%.

• Spearheaded the transformation of the existing IT PMO, streamlining processes and optimizing resource allocation.• Implemented PMO governance with standardized KPIs, enhancing project visibility and boosting success rates by 15%. • Developed and maintained project schedules, resource allocation plans, and risk mitigation strategies.• Prepared and delivered regular project status reports and presentations to senior management and stakeholders.

• Apply Six Sigma methodologies to optimize change management processes, resulting in improved change adoption rates and reduced resistance• Implement AI tools to gather and analyze data for better decision-making and insights into change readiness and adoption.• Lead and manage change management initiatives, using AI to enhance the efficiency and effectiveness of change processes across the organization.

• Implemented Risk Management Framework: Led SAP PMO for Separation & Divestiture, using SAP PS and Risk Management to reduce project risks by 40% and improve risk mitigation times by 30%, decreasing project delays by 25%.• Established C-Suite Collaborations: Used SAP PPM tools to align projects with corporate strategy, improving stakeholder engagement by 20% and increasing project approval rates.• Spearheaded Collaboration Tools Adoption: Integrated SAP PS and SAP Jam, boosting team productivity by 35% and reducing communication bottlenecks, achieving 90% on-time project delivery.

• Implemented Quality Assurance Processes: Utilized SAP QM and Analytics Cloud to enhance system efficiency by 30%, reduce compliance incidents by 25%, and improve reliability.• Developed Project Documentation System: Led the creation of a documentation system with SAP Solution Manager, improving project clarity by 40% and reducing errors by 20%, boosting approval rates.• Supported Technology Integration: Facilitated integration of technologies using SAP PI and Data Services, achieving a 35% faster timeline and a 15% increase in efficiency, improving data accuracy by 25%.

• Enhanced Project Delivery and Satisfaction: Used SAP BusinessObjects and Solution Manager for requirements gathering, improving project delivery timelines by 25% and client satisfaction by 30%.• Cultivated Collaborative Culture: Leveraged SAP PS and Integration Suite for seamless PeopleSoft integration, reducing issues by 20% and increasing system efficiency.• Implemented Reliable Retirement System: Analyzed processes with SAP BPM, improving efficiency by 40% and reducing system limitations by 25%.

Primary Point of Contact: Acted as the liaison for escalated customer inquiries, achieving a Customer Satisfaction Score (CSAT) of 92%+ and maintaining a First Contact Resolution Rate of 88%, while reducing Average Response Time by 20%.Executive-Level Reporting: Created detailed reports for stakeholders, maintaining 99% accuracy and delivering within 24 hours, leading to a 15% improvement in stakeholder satisfaction.Product and Policy Knowledge: Completed 100% of training sessions and scored 95%+ on assessments, improving customer feedback on product knowledge by 20%.Performance Targets: Contributed to a 12% increase in CSAT and an 8-point improvement in Net Promoter Score (NPS), achieving SLA compliance of 97%.Escalated Issue Management: Reduced escalation resolution time by 28% and decreased escalation rate by 18%, achieving a post-escalation satisfaction score of 4.6/5.Liaison Role: Facilitated issue resolution between customers and departments, achieving an 80% feedback implementation rate and maintaining a communication effectiveness score of 4.8/5, reducing issue resolution time by 25%.

Team Leadership: Led and supervised a team of 20 customer service representatives, ensuring high-quality service delivery and adherence to call center policies. Achieved a 95% compliance rate with company standards and increased team satisfaction scores by 15%.Operational Management: Managed daily call center operations, including call volume, scheduling, and resource allocation, consistently meeting service level objectives with a 98% success rate.Process Improvement: Implemented process improvements and best practices that enhanced operational efficiency, resulting in a 60% increase in productivity and a 25% reduction in average call handling time.Performance Monitoring: Monitored and analyzed performance metrics, providing coaching and feedback to team members. This led to a 20% improvement in individual performance scores and a 30% increase in overall team efficiency.Training and Development: Oversaw training and development programs for new hires and ongoing skill enhancement for existing team members, achieving a 90% training completion rate and a 25% increase in skill proficiency.Conflict Resolution: Handled escalated customer issues and resolved conflicts, maintaining a customer satisfaction rate of 92% and improving customer retention by 10%.Regulatory Compliance: Ensured compliance with all relevant regulations and reporting requirements, maintaining a 100% compliance rate and zero audit findings.Strategic Collaboration: Collaborated with senior management to develop and execute strategies for achieving call center goals and objectives, contributing to a 15% increase in overall center performance and a 10% growth in customer base.

Conduct regular patrols and monitor the installation perimeter to deter unauthorized access and maintain security.Enforce security regulations, procedures, and access control policies to safeguard personnel and resources.Respond to alarms, emergencies, and incidents with prompt and appropriate actions, ensuring the safety and well-being of individuals and property.Conduct security checks and inspections to identify and rectify security vulnerabilities.Collaborate with team members to coordinate security measures and respond effectively to crisis situations.Maintain accurate and detailed records of security activities, incidents, and observations.Participate in ongoing training and development to stay current with security protocols and procedures.Exemplify discipline, professionalism, and commitment to the Air Force's core values in all duties and interactions.