Patrick Stephen Conde

Project Manager with 12 years of experience and Operations Manager with 5 years of experience delivering results through strong leadership, process improvement, resource planning, risk management, and team development. With a solid technical background, I effectively support Development teams, remove blockers, and drive operational efficiency. I am seeking a collaborative and growth-focused environment that values open communication and continuous improvement.

Project Manager - Novare Technologies

(2022-01)

• Served as the primary day-to-day point of contact for clients and internal teams, managing expectations, priorities, and delivery timelines.
• Owned end-to-end project execution, ensuring deliverables were completed on time and aligned with client requirements.
• Defined project scope, objectives, timelines, and deliverables in collaboration with senior leadership and key stakeholders.
• Developed comprehensive project plans, communication strategies, and governance processes to ensure smooth execution.
• Estimated resource needs, assigned team members, and managed projects through full lifecycle using Agile/Waterfall methodologies.
• Prepared project budgets, maintained financial forecasts, tracked SOW allocations, and recommended budget adjustments as needed.
• Managed schedules, milestones, dependencies, and resource utilization using project management and PSA forecasting tools.
• Produced and presented status reports, project proposals, requirements documentation, and executive presentations.
• Controlled scope changes, identified risks early, implemented mitigation plans, and maintained risk/blocker logs.
• Established project success metrics and ensured stakeholder alignment throughout project delivery.
• Led post-project reviews to capture lessons learned and recommend process improvements.
• Maintained centralized issue and blocker trackers with owners, deadlines, and impact assessments for client visibility.
• Utilized collaboration tools such as Confluence to document meetings, decisions, action items, and project updates.
• Managed escalations effectively, coordinating with leadership and stakeholders to resolve critical issues.
• Partnered with QA teams to plan sprint demos, validate deliverables, and ensure readiness for stakeholder review.
• Resolved operational blockers by securing team access to systems, code repositories, documentation, and required tools.
• Delivered regular client status meetings covering progress, budget, risks, changes, and next steps.
• Coordinated cross-functional and cross-project dependencies with other Project Managers across broader programs.
• Facilitated weekly steering committee meetings with leadership to review progress, risks, strategic priorities, and resource planning.
• People Manager with direct oversight of multiple Project Managers, ensuring alignment, performance, and delivery of key initiatives.

Project Manager/Scrum Coordinator - Kodella

(2020-08 - 2021-12)

• Facilitated development meetings and managed User Stories to ensure proper prioritization and workflow execution.
• Coordinated with clients, Data Migration, and Development teams to manage schedules, documentation, and key communications.
• Monitored and maintained product backlogs, ensuring alignment with client priorities and sprint readiness.
• Communicated project updates, risks, and delays to clients in a timely and transparent manner.
• Supported development teams in backlog grooming and sprint preparation to ensure efficient delivery cycles.
• Led sprint reviews and post-go-live retrospectives to improve quality of deliverables and User Stories.
• Facilitated team discussions on requirement changes, updates, and project adjustments.
• Investigated delays, production issues, and client feedback; generated reports and recommended improvements.
• Identified client requirements and defined initial project workflows and process structures.
• Contributed to and implemented process improvements to increase efficiency and reduce incidents.
• Promoted accountability and structure within development teams to improve delivery performance.
• Conducted bi-weekly sprint reviews to track progress and ensure alignment with goals.

Project Manager - Flat Planet Inc.

(2017-05 - 2020-07)

• Managed end-to-end delivery of complex website projects, from planning through transition and deployment.
• Led project planning, scoping, scheduling, capacity planning, and risk/change management activities.
• Monitored and reported on project status, performance, risks, and key milestones to stakeholders.
• Coordinated with cross-functional teams on processes, manpower allocation, technical requirements, and solutions.
• Communicated policies, procedures, and project updates through defined communication channels.
• Managed project documentation including timelines, schedules, milestones, and user manuals.
• Conducted client meetings to define scope, align expectations, and provide regular project status updates.
• Supported QA efforts by coordinating test planning and ensuring quality validation prior to release.
• Defined initial project workflows based on client requirements and business needs.
• Made operational decisions to ensure delivery timelines and productivity targets were met.
• Investigated delays, production issues, and client feedback; prepared reports and recommendations.
• Implemented corrective actions to improve processes, reduce incidents, and ensure compliance with standards.
• Provided technical and process guidance to team members to support project execution.
• Facilitated discussions on requirement changes, updates, and project direction with stakeholders and teams.
• Responded to client and team inquiries regarding project implementation and deliverables.
• Contributed to continuous process improvement initiatives to enhance delivery efficiency and quality.

Project Manager - EMAPTA Versatile Services

(2015-10 - 2016-09)

• Managed multiple website projects for Australian clients, ensuring timely delivery and alignment with requirements.
• Improved website design outcomes by collaborating with and hiring brand managers.
• Oversaw project costs and controlled scope for custom work beyond initial client agreements.
• Enhanced customer satisfaction by providing practical alternatives for technically unfeasible requests.
• Improved task scheduling efficiency by reducing rework and return jobs.
• Minimized escalations by proactively setting clear expectations on project complexity, risks, and limitations.

Project Manager - THE DESIGN PEOPLE

(2015-10 - 2016-09)

• Managed multiple website projects for U.S. clients, ensuring consistent delivery and client satisfaction.
• Increased website launch output from 3 to 5 per month through improved planning and execution efficiency.
• Reduced rework and return jobs by acting as Quality Analyst for each project prior to release.
• Decreased turnaround time by handling basic WordPress updates independently instead of routing all requests to developers.
• Reduced client call-backs and post-launch concerns by training clients on proper website maintenance and usage.

Operations Manager - SYKES

(2006-05 - 2011-01)

• Managed overall operations and supervised performance of 7 Team Leaders.
• Improved customer satisfaction (up to 70%) by establishing a dedicated escalation team for effective handling of irate customers.
• Increased CSR product knowledge and customer satisfaction survey scores by ensuring consistent coaching sessions twice weekly.
• Reduced average handle time through triad coaching sessions involving Team Leads and CSRs.
• Improved call quality by conducting daily alignment meetings with Team Leads.
• Strengthened performance management through structured root cause analysis.
• Decreased attrition by promoting an open-door policy and fostering employee engagement.
• Increased productivity by ensuring effective multitasking training for CSRs through Team Leads.
• Managed workforce planning including FTE forecasting, financial planning, and capacity planning sessions (daily/weekly/monthly).
• Initiated and led regular business review meetings with clients.
• Conducted interviews for internal and external candidates to support hiring needs.
• Implemented and enforced operational floor rules and standards.
• Minimized onboarding impact for new agents through close coordination with the Quality team.

Team Leader - SYKES

(2004-05 - 2006-05)

• Supervised a team of 16 Technical Support Representatives, ensuring performance, quality, and productivity targets were met.
• Improved productivity, call quality, and customer satisfaction through weekly one-on-one coaching sessions with team members.
• Conducted weekly and impromptu team meetings to communicate updates, process changes, and operational priorities.
• Managed customer escalations and ensured timely resolution of complex technical issues.
• Monitored live and recorded calls to maintain service quality and ensure accurate information delivery to customers.
• Reduced attrition through regular coaching, counseling, and employee engagement initiatives.
• Strengthened team collaboration and morale by organizing team-building activities.

Technical Support Representative - SYKES

(2004-06 - 2004-11)

• Provided technical support to U.S. customers for home theater systems, DVD players, and audio receivers.
• Guided customers through operational procedures and basic troubleshooting to resolve technical issues.
• Delivered customer service support alongside technical assistance to ensure a positive customer experience.
• Created service referrals to authorized repair centers when issues were beyond troubleshooting and required physical inspection or repair.

Bachelor of Science in Commerce - Business Administration - University of Santo Tomas (1992-06 - 1996-04)