Renee Gray Email & Phone Number

• Independently manage the project life cycle process for both regularly scheduled projects and special projects.
• Creating and maintaining all project artifacts, ensuring proper change management processes are executed and facilitating lessons learned sessions with internal and external resources
• Manage Pennie’s® vendor management processes including change request submissions, contractual deliverables, service level agreements, renewals and new procurements
• Drive innovative thinking on evolving maturity initiatives designed to make the organization more efficient, effective and compliant
• Lead process improvement sessions for a variety of operational and IT processes
• Provide informal coaching and mentoring to other project managers

• Spearheaded technology services by leading all aspects of project management to support HR service delivery organization
• Leveraged change management activities while coordinating and collaborating on technical upgrade planning to drive process improvements
• Championed and facilitated process redesign to cultivate an IVR strategy, including CTI implementation and virtual hold which improved the caller and agent experience and reduced AHT by 10%.
• Developed and designed new strategies for customer support chat to improve customer experience and provide a 20% increase in first time ticket resolution
• Managed multiple projects at once, juggling shifting priorities and collaborating with vendors to achieve impeccable service and novel solutions
• Coordinated and oversaw the planning and implementation of various technology services to support the HR department, improving efficiency by 25%

Greater Philadelphia Area

• Managed and oversaw the lifecycle of leave of absence, using various technical skills and business analytics to promote compliance and transparency
• Championed, developed, and implemented new, actionable metrics to identify up-and-coming trends, leading to new and novel process improvements
• Yielded $17M in savings in 2013 and $12M in 2014 by reducing leave durations throughout all business aspects, coordinating with employees and management to support business goals
• Reduced leave durations by 25% in 2014, leveraging new metrics and streamlining processes to achieve cost savings

• Championed and facilitated new strategic directions for the business, consolidating the business from multiple touch points to a single touch point for customers, vastly improving the customer experience
• Collaborated with multiple interdisciplinary departments and managers to transition into a new CRM process for over 5k employees while limiting operational disruptions
• Scaled the quality team to address every aspect of the business, leveraging process improvement and new metrics to provide world-class customer service and boost productivity by 15%
• Spearheaded and facilitated process improvements and redesign, program management, and change management to increase employee engagement and improve efficiency by 20%

• Leveraged management and technical skills to ensure compliant, consistent, and seamless service across three interstate service centers, accelerating productivity and boosting customer service
• Collaborated and communicated with various project managers to develop innovative products and train management to ready the company for next generation launches
• Developed, reviewed, and processed various proposals, processes, and certifications to achieve accuracy, compliance
• Facilitated and championed client service tests, site visits, and discussions to inform future process design and identify weaknesses to improve customer service and technical support

• Managed and controlled multiple complex projects across shifting priorities, including technology, acquisitions, and process design to accomplish business objectives on time and under budget
• Oversaw and implemented a new multi-million-dollar case management system, boosting productivity and accuracy by 25%
• Managed and directed the acquisition of a new multi-million-dollar product, delivering a new revenue stream generating $4M in the first 2 years
• Researched and formulated new business requirements for internal and external functions to improve integrations and support compliance with HIPAA and SOX regulations