Marlene Moreno Lopez

Project Management Professional (PMP) with experience leading complex programs, enterprise scheduling, PMO governance, and business transformation initiatives. Proven success managing integrated master schedules, coordinating cross-functional stakeholders, mitigating project risks, and delivering executive reporting that supports informed decision-making. Recognized for building collaborative partnerships, improving project governance, and driving successful program delivery in both public and private sectors.

Project Manager - Consultant - Underwood Sloan & Associates

(2024-07)

• Manage the Integrated Master Schedule (IMS) for a $240M statewide modernization program, integrating 5+ agency and vendor schedules comprising approximately 15,000 activities to align milestones, dependencies, and critical path deliverables.
• Perform schedule analysis by tracking progress, identifying variances, monitoring cross-functional dependencies, and coordinating with state agencies and implementation vendors to maintain schedule integrity and support on-time program delivery.
• Identify, document, and track risks, issues, actions, assumptions, and dependencies, collaborating with project teams to support mitigation planning, resolve issues, and communicate potential impacts to program leadership.
• Review project deliverables for completeness and alignment with program requirements, while contributing to the development of PMO Standard Operating Procedures (SOPs) and assisting in the development and maintenance of the Project Management Plan (PMP) to strengthen governance and standardize project delivery.
• Facilitate recurring schedule reviews, status meetings, and stakeholder discussions while preparing executive dashboards, milestone reports, and program updates that provide leadership with visibility into program health and implementation readiness.

Senior Project Manager - Public Partnerships

(2023-07 - 2024-07)

• Led a team of 20+ cross-functional resources through a successful company carve out, managing the setup of new environments, applications, and data transfers.
• Orchestrated account setup with AT&T and Verizon for 800+ mobile device lines; conducted inventory review, resulting in a cleanup that saved the company $2300 per month by canceling unnecessary accounts.
• Proficient in project management documentation, including scope documents, requirements traceability matrix, project charters, project plans, RACI matrices, stakeholder registers, risk management plans, lessons learned tracking, and status reporting.
• Successfully managed up to 3-4 projects simultaneously, encompassing implementations, contingency planning, and CRM enhancements across diverse company departments.

Sr. Business Process Analyst (PMO) - Public Partnerships

(2020-11 - 2023-07)

• Collaborated with the PMO team on all active projects, providing expertise in process mapping, serving as a resource for process improvement recommendations, and process documentation.
• Co-led the PMO modernization project with the Director, enhancing project management processes.
• Developed and maintained PMO SOPs, templates and Power BI Dashboards.
• Lead mid-level process improvement projects, contributing to robust solutions that enhanced overall operational performance.
• Collaborated with cross-functional teams to identify and prioritize process improvement opportunities, utilizing Lean Six Sigma tools and techniques such as process mapping, value stream analysis, and root cause analysis.

Quality Improvement Analyst - Public Partnerships

(2016-05 - 2020-11)

• Led the development and implementation of call monitoring processes, offering guidance and feedback to supervisors, support brokers, and customer service representatives. Provided mentorship to facilitate the adoption of these processes, ensuring the maintenance of consistent quality standards across the call center.
• Developed training material and facilitated both in person and remote training sessions aimed at enhancing the adoption of new processes for leadership and call center agents.
• Organized and managed calibration and audit sessions with leadership to ensure compliance with industry regulations and internal standards, directly improving service quality and customer training processes.
• Conducted audits of English and Spanish phone calls to ensure compliance with HIPAA and PHI regulations, while also verifying adherence to established processes, ensuring quality and regulatory standards were met.

Team Manager - Convergys

(2015-08 - 2016-01)

• Obtained a health insurance license to improve team support and management skills, ensuring comprehensive knowledge of industry regulations and requirements while serving as Team Manager at Blue Cross Blue Shield.
• Supervised a team of fifteen health insurance agents, ensuring they adhered to performance standards and policies while providing specialized training and support.
• Provided expert escalation support to address complex customer issues, promoting member retention and satisfaction through timely resolution.

Quality Assurance & Assistant Call Center Supervisor - Convergys

(2010-06 - 2015-08)

• Developed and maintained reporting of call monitoring sessions and performance metrics.
• Performed data analysis and facilitated collaborative initiatives to close performance gaps and optimize service delivery.
• Provided coaching and training to support staff to improve quality and performance in customer service and sales calls.

Bachelor of Science - Business with Specialization in Project Management