Richard Russell, Mba, Pmp Email & Phone Number

South Carolina, United States

Round Rock, Texas, US

Leveraging Celonis and Skan AI to optimize processes, derive actionable insights, and model financial outcomes, driving efficiency and informed decision-making.

Round Rock, Texas, US

• Key Responsibilities:
• Served as product lead for digital products within the digitalization, intelligence, and transformation team at Dell Technologies.
• Controlled and managed end-to-end product development for machine translation for Dell’s customer service. Modeled $1M CBA by integrating API into chat and email channels.
• Led cross-functional teams to identify and address language barriers, enabling seamless communication with global customers and increasing chat and email hours of operation to 24/7.
• Collaborated with senior executives at Dell Technologies to ensure our features align with Dell’s vision and strategy while enhancing the customer’s experience.

Round Rock, Texas, US

• Key Responsibilities:
• Created and implemented end-to-end automation, machine learning, and process improvement strategies to create the best customer support experience for Dell’s customers.
• Actively managed strategy for agent queue structure to pave the path of the future of customer support for Dell, contributing to the NorthStar of fluid customer routing.
• Led agent shadowing sessions to look at tools and process improvement for Dell’s agents. Found out-of-the-box solutions to complex problems to improve customer experience and enable Dell’s agents to use new and.
• Led research for correlations with competitors and potential improvements Dell could integrate into its existing ecosystem to continue bringing the best possible experience to Dell’s customers.

Mclean, VA, US

• Key Responsibilities:
• Oversaw & maintained the program key deliverables for government clients through weekly meetings with the program director.
• Single-handedly maintained program compliance for a $1B government program by scheduling 222 projects and 18 engineering teams to report, deliver, and communicate updates on project milestones; the program was 27%.
• Supported Project Manager by reporting monthly man hours, labor hours/costs, accomplishments, and overall contract funding; held quarterly meetings with Booz Allen Senior Leadership Team on the program’s overall.
• Proactively updated and documented client’s program schedule status to high-level government officials every week.

Mclean, VA, US

Mclean, VA, US

• Key Responsibilities:
• Served as the consultant aimed to improve project management areas, including tracking a $1B government program using Microsoft Project and improvement recommendations for the Program Director based on program analysis.
• Supported key programmatic artifacts required for developing program and project schedules, including Work Breakdown Structures (WBS) and Resource Breakdown Structures (RBS) using MS Project.
• Developed schedules, using MS Project and MS Excel, to meet contractual project requirements for projects and several significant portions of a program.
• Coordinated with multiple stakeholders to collect and integrate schedule status to build an integrated master schedule.

Randolph AFB, TX, US

• Key Responsibilities:
• Managed and supervised the on and offloading of cargo on USAF C-17 assets with duties towards pre-flight and post-flight aircraft and aircraft systems preparations
• Handled and directed proper loading of cargo within a $212M aircraft by leading 450+ teams to properly execute the transport of 15.3M pounds of cargo to 38 countries over 3200+ flying hours with exemplary knowledge of.
• Conducted aircraft load planning and weight and balance calculations while ensuring the accuracy of manifests and hazardous material shippers' declarations, resulting in 1300+ incorrect procedures identified and.
• Oversaw aircraft mission/flight schedule to ship over 100M pounds of Secret Service, FBI, DoD, and State Department cargo to meet critical timelines and deliveries.
• Served as the scheduling manager for 172 employees; de-conflicted time and qualification restrictions to assign aircrew members to 800+ flights. Maintained 97% on-time cargo delivery to 72 countries by supervising and.

Master Of Business Administration - Mba

Bachelor Of Business Administration, Summa Cum Laude

Aviation Operations