A Scrum Master and expert Project Manager offers a proven track record of achievement in leading multiple, large-scale assignments simultaneously, ensuring high quality deliverables that fully meet client expectations. Excels in planning and managing resources while identifying and capitalizing on areas for improvement and cost savings. Experience includes working in Europe and Asia Pacific to open or expand markets, brand, and customer choice.AREAS OF EXPERTISE: PROJECT MANAGEMENT STRATEGIC PLANNING VENDOR RELATIONS PRODUCT MANAGEMENTCONSULTATIVE SALES AGILE LEADER RESEARCH & ANALYSIS REPORTING OPERATIONS LOGISTICS TEAM BUILDING TRAINING & DEVELOPMENTCOST CONTROLS CUSTOMER SERVICE QUALITY ASSURANCE WFM (IEX, VERINT, EWFM)SELECT CAREER HIGHLIGHTS: • Led multiple software implementation and upgrade projects simultaneously for NICE System, with the average assignment ranging six months to one year; managed 10 direct reports and $500K to $1M budgets.• Managed a successful project to implement performance management software for a customer that resulted in improvements to their first-call resolution, increasing that metric from 22% to 60%+.• Launched operational approaches for Contact Cetner Solutions’ APAC distributors to ensure achievement of high level satisfaction scores for customer support centers while maintaining low cost structure.• Coached 12 Sprint workforce management staff, providing training on best practices and procedures. • Deployed flexible scheduling transition to all Sprint Contact Centers and led employee survey and feedback process for identifying issues with service levels; achieved 20% improvement to service levels.