Lead consultant teams to drive service delivery excellence and project execution. Coordinate with the data engineers and architects to define and validate the technical approach, strategy, and deliverables for each client solution. Serve as primary point of contact with the client throughout program execution, including financial status reporting. Monitor revenue and utilization goals of engagements based on the statements of work. Partner with account executives to expand existing engagements and support other areas for a client. Create program and project plans, schedule resources, work with other members in delivery to resolve resource conflicts and escalate issues to management as required. Create and manage backlogs in Azure DevOps. Lead sprints and other agile ceremonies in collaboration with client stakeholders and product owners.

Engagement manager focused on client engagement and delivery excellence to support multiple Microsoft teams. Servant leader and coach for a team of program and project management consultants. Partnered with account director to drive new business opportunities. Senior business program manager for the Business Applications Global Partner Marketing team. ● Directed pilot Business Applications Partner incentives programs delivered on Microsoft Partner Center. ● First point of contact and support for onboarding, reporting, and technical issues for SMB partners.

Business program management consultant for Microsoft on an enablement team that provides leadership and process improvement to a global support sales team of over 300 specialists and managers.● Ongoing facilitator of the Deal Acceleration program. Streamlined and automated the process for submitting and tracking blocked escalations leveraging Power Automate, Power BI, MS Forms, and SharePoint.● Provide data analysis, Power BI dashboards, and communications to address urgent business need requests.● Created an intake and tracking process for a new-hire mentor program using the MS Power Platform.Business program management consultant for Microsoft on a global services team of over 500 Customer Success Account Managers and leaders who support small and medium business accounts.● Developed a new account-transition process using Power Automate, Customer Voice, SharePoint, and Power BI to track over 1,000 transitions for global team leaders. ● Designed and produced data analytics in Excel and Power BI to better assess account consumption and account manager performance metrics.● Managed ongoing account transitions and resource assignments to ensure that quota and compensation were recorded accurately. Researched and resolved all quota-impacting escalations and improved processes to reduce escalations by more than 30%. Senior project manager for internal Bridge Partners project.● Managed a project to update the Professional Services Automation system integrated with SalesForce. Drove a team of department leaders and executives to stay on track and meet an aggressive launch timeline. Monitored the software-development vendor, steering committee, change-management, and training efforts.

Business owner for small consultant company. Completed projects for Avaya, Lucent, Swisslog, URS, GD-Fortress, Manheim and others. Known for creating solutions that support new products and services or solve business problems and for our expertise in program management, project management, technical writing, and instructional design.

Directed a distributed team of 10 program managers and instructors who supported corporate, National Care, Consumer Services, Technology, Product, and CX employees, and Care vendor partners. ● Managed the smooth operation of services and helped increase NPS metrics for 7 national call centers, with teams from National Customer Ops, Xfinity Mobile, Digital Care, and Advanced Repair.● Frequently designated by senior leaders to execute on mission-critical, special projects that improved the efficiency and effectiveness of business processes and implemented new tools and technology.

Comcast engaged me to lead high-visibility projects to successful completion:● National Centers of Excellence – Supported the launch of 3 new national care call centers from day one to full implementation of multiple teams at their permanent sites, coordinating resources to ensure hundreds of new hires were trained and ready for Day 1 launch. Reduced demand on internal resources by engaging vendors. Built effective relationships to collaborate with and engage other Comcast business units. ● Customer Experience initiative – Managed the implementation team who launched Customer Experience and NPS initiatives across the company to focus employees on making customer experience Comcast’s best product. ● Comcast Product Demo Labs – Directed the effort to design and build more than 100 product demo labs at care call centers across the US to provide agents with hands-on experience using a new suite of products. Achieved goals and exceeded expectations by forming local, cross-functional implementation teams with IT, procurement, finance, facilities, product development, training, communications, and vendor suppliers.● VetNet – Recruited to turnaround a stalled project for the employee resource group for veterans. Came in, discovered the pain points, re-engaged the volunteer resources, and executed the work to completion.

Consultant on projects with Time Warner Cable, Blue Cross Blue Shield, Adriema, and others.Time Warner Cable engaged me to complete two transformational business projects:● Signature service launch – To prepare for the launch of a new “white-glove” customer service product, guided the design and development of training curriculum to transform call center agents into customer-experience champions. Delivered the pilot training to experienced agents to ensure the learning resulted in productive, multi-dimensional account representatives who provided high-touch customer experience.● Home Security – Collaborated with technical team and equipment manufacturer to create process and troubleshooting flow charts for a digital home security product line. Directed learning teams to create end-to-end content for new universal sales and care agents. Facilitated the tools, product, sales, and billing training to the first wave of new hire classes.

Consultant on projects with Regis University-Colorado and Western Union. Provided contract project management and learning services to supplement internal resources. Known for hitting the ground running and for providing efficient and on-time technical solutions.