Travaar Armstrong, Mba, Pmp®, Csm®, Cspo®, Lssyb Email & Phone Number

+ Founded and led The Bridge Builder Collective, a nonprofit organization focused on community development, mentorship, and scholarship programs.+ Developed and executed strategic plans that align the collective's initiatives with community needs, managing a $40K operating budget to support various outreach and educational programs.+ Spearheaded fundraising campaigns, grant applications, and partnership development, securing resources to expand the organization's impact.+ Directed community outreach efforts, coordinating large-scale events and fostering collaboration with local leaders, donors, and volunteers to drive engagement and support.+ Implemented policies and procedures to ensure sustainable operations, providing leadership and mentorship to a dedicated team of volunteers.

Akron, Ohio, Us

+ Spearheaded the Merchant Experience Program, leading cross-functional teams in IT, marketing, and product development to streamline onboarding processes and improve engagement.+ Drove process optimization through strategic initiatives, reducing project timelines and enhancing merchant satisfaction.+ Managed program budgets and resource allocation, ensuring on-time delivery within financial constraints.+ Developed executive reports and presented program updates to senior leadership, aligning project goals with business strategy.+ Led training and adoption programs for merchants, increasing engagement with new tools and technologies.

Santa Barbara, California, Us

+ Directed benchmarking projects with budgets up to $1M, overseeing project scope, resource allocation, and financial management to deliver results on-time and within budget.+ Collaborated with stakeholders to develop comprehensive project plans, leading cross-functional teams to meet organizational objectives.+ Implemented cost-saving measures, optimizing resource allocation, and reducing project costs without compromising quality.+ Provided financial forecasts and regular updates to executive leadership, ensuring transparency and aligning projects with business goals.

Chattanooga, Tn, Us

+ Led a high-priority mobile app project for a fiber and electric utility company, managing a $750K budget from initiation to completion.+ Drove process efficiencies by implementing Agile methodologies, reducing downtime and improving customer satisfaction.+ Collaborated closely with developers, designers, and stakeholders to ensure project alignment with business needs.+ Effectively managed project documentation, ensuring up-to-date tracking of schedules, budgets, and risks for informed decision-making.

Philadelphia, Pa, Us

+ Managed large-scale enterprise and SMB installations, leading teams to deliver high-quality solutions on time and within scope.+ Played a critical role in ensuring seamless execution of installations, generating $5M in sales during the duration of contracts.+ Maintained strong client relationships, translating business needs into technical solutions and ensuring successful project implementation.+ Conducted post-implementation reviews to enhance future project execution and customer satisfaction.

Bellevue, Wa, Us

+ Supervised a high-performing team of call center representatives, driving improvements in service delivery, productivity, and adherence to company policies.+ Monitored key call center metrics such as call volume, average handle time, and customer satisfaction, implementing strategies to optimize performance and exceed key performance indicators (KPIs).+ Conducted performance evaluations, coaching sessions, and training programs to upskill team members, resulting in increased productivity and enhanced customer satisfaction.+ Led the implementation of quality assurance programs, conducting call monitoring and feedback sessions to ensure consistent delivery of high-quality service.+ Fostered a positive and collaborative work environment, leading to improved employee morale and performance, and a reduction in staff turnover.

Arlington, Virginia, Us

+ Supervised and led a team of radar and chemical equipment repairers, ensuring the operational readiness of critical systems through meticulous maintenance and repair procedures.+ Managed repair operations and resources, prioritizing tasks and schedules to optimize efficiency and reduce downtime in high-pressure environments.+ Conducted regular inspections, quality control checks, and performance analysis to maintain compliance with technical specifications and safety standards.+ Delivered technical training and mentoring to junior team members, enhancing overall unit performance and ensuring adherence to military protocols.+ Prepared and presented reports on equipment status, resource needs, and repair operations to high-ranking officers, facilitating informed decision-making.

+ Assisted in the establishment and execution of Standard Operating Procedures (SOPs) to streamline the Virginia Army National Guard's Yellow Ribbon Reintegration Program, improving operational efficiency and program delivery.+ Coordinated logistics for large-scale program events, including scheduling, venue selection, and participant registration, ensuring seamless execution of workshops, seminars, and informational sessions.+ Played a critical role in budget management and financial planning for events, ensuring effective use of resources while adhering to financial compliance guidelines.+ Collaborated closely with senior program managers to align program objectives with organizational goals, contributing valuable insights during strategic planning sessions.+ Developed and implemented communication strategies to disseminate program information to stakeholders and participants, increasing engagement and participation rates.

Arlington, Va, Us

+ Led quality audits on customer service interactions for a team of 65 representatives, ensuring compliance with company standards and exceptional customer service delivery.+ Developed and implemented quality assessment criteria and performance scorecards, focusing on accuracy, professionalism, and policy adherence.+ Collaborated with call center managers to address performance gaps, providing actionable feedback and coaching sessions that improved service metrics.+ Conducted root cause analysis on quality issues, working cross-functionally to identify systemic challenges and implement corrective measures for continuous improvement.+ Played a key role in identifying training needs, facilitating coaching, and improving overall team performance, leading to higher customer satisfaction scores.

Master Of Business Administration - Mba, Technology Management

Bachelor Of Science - Bs, Information Technology

Military Science