Brought into this role to drive the fulfillment of global enterprise initiatives by establishing legal training initiatives, content enhancements, and communication training strategies. Oversee project planning and execution for the Legal Business Risk Management (LBRM) partners across all practice areas with budget accountability. Collaborate cross-departmentally to establish and provide training metrics for demonstrable success. Managed multiple concurrent projects, driving global LBRM initiatives, including training roadmap governance, content delivery, and metrics while facilitating 800+ global legal trainings for over 22K global attendees.Managed the development and launch of 3 new dashboards for in-depth evaluation of training engagement and needs, providing management with essential tools for meeting expectations and requirements across attorney groups globally.Led the delivery of multiple global certification programs, creating a group of training sessions in chronological order, resulting in certifications to provide structured and recognizable achievement for up to 1800 attendees.Vetted, managed onboarding and global deployment of new training technology continuing to improve training content delivery.Partnered internally and with an outside vendor in the development and global launch of interactive eLearning and on-demand modules to enhance training impacts.

As Purchasing Manager, I develop robust procurement strategies and oversee the purchasing team in their daily activities of sourcing suppliers and purchasing products, equipment and services in support of organizational strategies and objectives. I negotiate and review contracts in alignment with legal and internal rules and regulations; choosing vendors based on a balance of quality, cost-effectiveness and timely delivery.

As Contract Operations Project Manager , I was accountable for reviewing, designing and implementing forward-looking business optimization, value stream mapping and OSHA initiatives across various functions. I regularly consulted with clients to evaluate business operations, assess the utilization of resources and develop and implement improvement strategies in line with business objectives. I also leveraged various data collection techniques such as time and motion studies, direct observations, interviews, focus groups and benchmarking to ensure processes are properly researched, analyzed and developed. Here are some of the ways I’ve made significant contributions to business operations:I developed custom training plans to streamline the implementation of OSHA safety programs. I designed value stream mapping operations with a focus on processes, workflows, systems, equipment, layout and software tools. I implemented data-driven solutions to improve quality, increase productivity, lower costs, reduce lead times, minimize product and service life cycles and increase marketplace competitiveness.

As Senior Program Manager, I served as the primary point of contact for leading People & Organizational Development (PO&D) efforts to deliver high-quality learning solutions for global Enterprise business managers. I was accountable for managing all project phases for this program, including scope and change management, budget management, development, implementation, adoption and maintenance.Here are some of the ways I’ve made positive contributions to bottom-line growth:I led teams in agile transformation and implemented best practices for managing project risks, developing contingency plans, and ensuring timely delivery.I facilitated collaborative working and learning environments across global HR teams, key business partners, developmental consultants, and other subject matter experts.I developed detailed project plans while tracking interdependencies, milestones, and deliverables to ensure project progress remains within scope and on budget.I built strong relationships with external vendors and partners to meet program initiatives and communicate project status updates to C-level stakeholders and key decision makers.I managed the successful rollout of Enterprise level manager development in critical areas associated with People Manager Capabilities and the People Leader Network.I oversaw and supported the Adeption desktop and mobile application development and successful rollout.

I was tasked with developing and managing the New Product Introduction (NPI) process for the company, where I developed multiple multi-million dollar products from concept through development into production launch. I worked with internal teams to initiate the Standard Operating Model; including written processes, KPIs and reporting format. I also oversaw all documentation, budgets, timelines, material management, manufacturing, quality assurance (QA), logistics, customer service and account management for optimum efficiency.I regularly gathered data, reviewed feedback and spearheaded change implementation. I also trained and mentored a team of Junior Project Managers.

As Program Manager, I led 15+ simultaneous large-scale projects for a portfolio of global customers; driving all activities of the production process including feasibility assessments and equipment, resource and facility requirements. I developed strategic relationships with global suppliers, and negotiated cost-conscious project materials without compromising quality.I ensured EOP activities were properly set up. I also created Bill of Materials (BOM), part numbers and associated reports to sustain documentation accuracy.My efforts to drive efficiency have had significant results:I lead the team that successfully identified over $200K in annual cost savings by analyzing existing processes and streamlining business process cycles.I maintained a 100% track record, completing 50+ product launches on-time and within budget.I worked with purchasing and sales teams to receive POs immediately after the quote process, instantly kicking off the program and fulfilling all tooling, assembly, capital equipment and facility needs. I led team meetings, reviewed performance metrics, published action items, performed cost analyses and ensured program alignment with established budgets and timelines. Account Manager DutiesFocused on delivering exceptional customer service and improving customer satisfaction. Teaming with Sales, develop, maintain and grow long-term relationships with clients. Acted as the first point of contact for client inquiries and provided timely and effective resolutions to issues or concerns. Assist in the sales process, from initial contact through to sale completion, and identify opportunities for up-selling to achieve $12MM (33% growth) in additional sales during my tenure.Worked closely with other departments to ensure a cohesive approach for client management.Provided quotations and contract review/management, negotiating terms and conditions.

Responsible for overseeing global customer support operations across US, Mexico, UK and Asia and ensuring high-quality service delivery.Global Customer Support Manager:Led and managed a global team of customer support representatives, ensuring they provided excellent service to customers.Responded to escalated customer inquiries and complaints, providing swift and effective resolution.Monitored and evaluated customer support performance metrics, using data to make informed decisions.Developed and implemented customer service strategies, policies, and standards.Oversee the hiring, training, and assessment of customer support staff.Analyzed customer feedback and service metrics to identify areas for improvement and implement changes.Managed and supported a diverse team, ensuring effective communication across different regions and cultures.Account Management:Developed and maintained long-term relationships with clients, ensuring their satisfaction and loyalty.Assisted in the sales process, from initial contact through to sale completion, and identify opportunities for up-selling and cross-selling.Addressed and resolved customer concerns and queries effectively and in a timely manner.Worked closely with sales, marketing, and technical teams to ensure client needs were met.Monitored sales performance and reported on key metrics to senior management.Developed strategies to improve customer satisfaction and loyalty.Documented all communication with clients in customer relationship management (CRM) systems.Coordinated with finance teams to ensure invoices are issued and payments are received on time.