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.
