Shelly Freeman, Pmp Email & Phone Number

Cary, Nc, Us

• Global leader of project management office (PMO) for cybersecurity portfolio. PMO was responsible for program and project management, resource management, copy editing, and operational reporting• Increased workload capacity per FTE from 18 projects to 30 projects by identifying and implementing process and tool efficiencies • Established a PMO to consolidate project management functions across verticals including alternative investment, payment card industry (PCI), and healthcare• Achieved and maintained 95% green customer and program health across portfolio • Standardized program tracking in ServiceNow PPM to reduce administrative tasks, improve reporting accuracy, and streamline timesheet entry • Worked with compliance consulting and technical testing managers to build requirements for custom development requests, configuration changes, reporting dashboard, and visual task boards in ServiceNow PPM • Reported finance metrics weekly and monthly for cybersecurity department leadership including new MRR onboarding, revenue recognition (inc. planned versus actual), and time to cash estimates for outstanding project revenue • Member of the Operating Team

• Managed cybersecurity governance programs tailored to support client adherence to various frameworks (NIST CSF, HIPAA, SEC, PCI). Major program engagements included penetration testing, social engineering campaigns, incident response readiness, security risk assessments, policy development and review, and architecture reviews• Responsible for full project lifecycle including contract review, customer on and offboarding, resource assignment, milestone attainment, scope management, change approvals, budget, issue tracking, and project documentation • Point person for program status and reporting to all internal and external stakeholders ranging from individual contributors to C-suite • Coordinated scheduling of resources, subcontractors, and third-party vendors• Developed and implemented project management processes during go-to-market service development for vendor risk program • Nominated and selected by executive management to attend company I/O Summit• Company-wide culture award winner for evolve

• Served as project manager for high visibility projects, including process improvement, software development, training, implementation, and Business Continuity and Disaster Recovery projects • Provided internal operations reporting to service delivery departments monitoring KPI’s, SLA’s, and employee performance • Experience with various project management methodologies and practices including Agile, Scrum, and Waterfall• Analyzed issue submissions for technologies and present findings and suggestions to stakeholders to drive continuous improvement• Worked closely with clients to understand use cases, to write user stories, requirements, and process documentation• Led a cross-departmental team to manage development projects through the software development life cycle; including requirements gathering, progress monitoring, QA, change control, and stakeholder communication• Developed yearly strategic plan for the department that aligned with company business strategy and ensured execution of goals and objectives• Consulted with product development to ensure adherence to business goals and global strategy • Liaised with sales and account management to provide product support and technical expertise to high profile clients, consulted to ensure optimal technology adoption• Represented business analytics and software development processes in yearly ISO-9001 and ISO-27001 recertification audits. Maintained processes and documentation of team functions in accordance with standard requirements. • Subject matter expert for internal systems and technologies, provided specialized trainings to other operations departments to assist them in improving department processes• Collaborated with service delivery management to provide process analysis, improvement suggestions, and technology solutions for operations issues

• Managed a team of analysts while reporting team status and project updates to the Director• Served as project manager for $1M Case Management Platform used to deliver services to over 52M covered lives• Led user interviews with Product Manager to gather information to write business requirements for key features of a Case Management Platform • Program Manager for maintenance of the Business Continuity and Disaster Recovery Plan. Duties included semi-annual Business Impact Analysis reviews, coordinating on-going training and simulation exercises, providing real-time incident support, and leading post incident analysis and retrospectives

• Collaborated with a client to outline system procedures while adhering to product best practices to ensure a seamless customer transition to a new technology platform • Project Manager for the creation and implementation of a Business Continuity and Disaster Recovery Plan• Performed integration and validation testing for internal scheduling application• Created training documents and delivered face to face training for a new wellness product to 21 wellness coaches• Provided daily reporting on KPI and SLA performance for all global service delivery staff to operations management • Successfully completed an in-house Project Management Certification

• Liaison to the UK and Ireland Provider and Client Relations staff• Responsible for monitoring quality and issue trends and developing and implementing training solutions• Coached and mentored consultants on the Back-Up Care Advantage service delivery team• Acted as the first line for problem resolution as it pertained to customer escalations• Developed and maintained training materials and onboarded new staff for US, UK, and Ireland lines of business• Provided on site staff support to UK staff members during case management system transition• Monitored team performance for KPI’s and SLA adherence

• Answered inbound calls for clients accessing child and adult dependent care benefit • Gathered details about client needs to match them with a network provider that could provide needed assistance • Performed outbound research to contact providers and coordinate care• Assisted clients with issues as needed • Cross-trained on the tuition assistance and lactation counseling service delivery teams