career objective                              

results-driven project / contract manager eager to continue to contribute outstanding strategic planning, leadership, and client relations skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of project and contract management experience, with expertise in proposal development, program implementation, service delivery, process improvements, and client relations

ø  facilitate a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated issues

ø  build, train, and lead top performing cross-functional support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  solid record of executing complex projects and ensuring sla compliance across all areas, including operations, training, communications, call center, and it

ø  proactively monitor performance metrics to develop and implement project-specific operational improvements

ø  dynamic organization, prioritization, and time management skills; consistently achieve critical deadlines and quotas while maintaining high quality standards

 

~ key achievements ~

         consistently surpassed required quality measurements for fidelity contract with ibm and maintained overall client satisfaction rate of 98%+ and 99% quality rating for annual sla targets

         generated between $13m and $18m in annual change order revenues for fidelity with the successful negotiation and award of more than 150 proposed amendments per year; achieved 98%+ win rate

         developed and conducted project management 101 classes addressing all relevant business areas for ibm corporation associates

         achieved 100% success rate in completing ibm client projects on time or early through timely and effective issue resolution

professional experience                

fidelity investments, research triangle park, nc             

service delivery manager / client relationship manager                                                                      2002 c 2008

• successfully drove all aspects of service delivery for a $100m+ human resources outsourcing contract with ibm; provided exceptional customer service and issue resolution support
• entrusted with p&l responsibility for health and insurance, defined benefits, defined contributions, payroll, and employee records, across systems, operations, communications, and call center support areas
• worked closely with client to define requirements, built specialized teams to meet project needs, initiated change orders, managed implementation, introduced process improvements, and oversaw transition to operations team
• conducted regular client meetings to address contract fulfillment; provided status reports, analyzed sla metrics, and offered executive-level recommendations regarding opportunities to increase revenues and net profits

 

ibm corporation, research triangle park, nc

sr. hr project manager                                                                                                                        1998 c 2002

• expertly managed hr process improvement initiatives from requirements gathering through completion of projects affecting payroll, defined benefits, health and insurance, employee records, communications, and call center areas
• utilized a broad range of methodologies, including six sigma, to cut costs, reduce waste, and increase productivity levels
• directed project planning and team building efforts, authored business cases, developed cost benefit analyses, designed process flows, and created support models
• prepared and presented detailed business area proposals for client review; conducted stakeholder meetings and delivered comprehensive project overviews

previous positions:

eo compliance program manager

manager, survey help desk and technical resource program

sales / implementation and manager of administration, employee involvement programs

education                                           

master s certificate in project management, george washington university      

certificate in cost engineering fsd contracts, ibm federal systems cost engineering school

studies in business and marketing, broome community college

extensive professional development, including six sigma, leadership, negotiation, sales, and management courses