Manager Project
Resume:
MARGUERITE B. PAYNE, MBA
abh1p9@r.postjobfree.com
http://www.linkedin.com/in/margueritepayne
SUMMARY
Experienced customer and sales service, operational, program
and product manager with extensive experience in not only the software
development industry but also in services organizations and hardware
manufacturing.
HIGHLIGHTS:
. Maximums: Staff Managed: 80 Budget Managed: $18
million/yr
. Productivity gains- 10%/year with system & process enhancements
. Personally and through my staff of project managers successfully
took projects from contract review through services delivery to
post delivery evaluation with emphasis on time and at or under
budget
. Negotiated initial vendor contracts and subsequent contract
addendums as well as worked with vendors to increase discounts
to increase company revenues. This included large vendors such
as SAP- Business Objects, Genesyslabs, and DELL
. Maintained service levels, employee morale & customer
satisfaction even with 40% staff reductions
. Operated in environments of daily product & procedural changes
. Participated on product design, development, implementation
teams
. Directed activities of product and revenue forecasting,
coordination of logistics for shipments from multiple
manufacturing sites in US, Canada and international locations
. Managed technical resources engaged in program & project
management, technical web and database design and QA test
. Member of corporate Quality Assurance teams
. Managed resources engaged in all phases of supply chain
activities
. Brought organization, structure & effective management to a
variety of different business functions & created self-managed
work-teams
KNOWLEDGE AND SKILLS
. Project and Contract Management
. Budgeting and Financial Controls
. Domestic and International Order Management Processing and
Tracking
. Account Management Vendors/Outsourcers
. Cross-Organizational Collaboration
. Inside Sales Support
. Customer, Sales, and Technical Services Leadership
. Call Center Management
. Manufacturing & Logistics Processes
. Process Re-Design
. Program Design & Installation
. Staff Mentoring & Development
. Systems and Business Analysis
. Team Development and Meeting Facilitation
. Remote Site Management - 36 Offices in 8 States
. CRM and Work in Progress Software Programs
. MS Software - Word, Excel, Access, PowerPoint, Visio, Project,
SharePoint, Windows 7, Vista, 2000 and XP, Outlook, Publisher
RECENT WORK HISTORY
Partner Relations Manager Tyler Technologies/EDEN Systems Renton,
WA 5/03 - 12/09
Hired as a Project Manager for large account implementations, promoted to
Manager of the Project Coordination Team, then transitioned to the new role
of Third Party Product Manager for EDEN Product line, expanded the vendor
management role by joining Corporate Marketing as Partner Relations Manager
for all of Tyler and then left Tyler when my corporate function was
eliminated when the company decided to split out the function to division
offices across the US.
. Managed relationships with Vendor Partners across all of the Tyler
Product lines. This included companies such as SAP - Business
Objects, DELL, HP, Laserfiche and GenesysLabs. Drafted contracts
led negotiations, coordinated vendor on-boarding activities, developed
sponsorship ideas for User conferences and coordinated partner
participation therein. Worked with the Tyler web master on design and
maintenance of Tyler partner pages. Resolves issues related to the
partner relationship.
. Managed the Microsoft Gold Certified Partner Program for the EDEN
product line.
. Worked with DELL to increase Tyler discounts and reduce shipping costs
to improve Tyler's expense line.
. Prepared and presented business cases recommending addition of product
offerings to increase profit share for Tyler.
. Reviewed all requests for vendor partnerships, coordinated with the
division representatives to evaluate needs, coordinated product
demonstrations and product/solution evaluations.
. Performed all product management functions associated with third party
vendors for the EDEN product line with including coordination with
Development and QA on identifying needs for functional enhancements,
release and testing activities and handling vendor relations. Also
worked with Implementation and Support to ensure staff was trained on
product solutions.
. Led the project coordinators and managers responsible for handling the
EDEN product line customer implementations. Supported revenue
forecasting activities.
. Managed large or problematic customer implementations.
Account Services Manager Q-Media Services/Solutions Fife, WA 10/02
- 1/03
Managed a team of 20 people who were project managers and purchasers
responsible for delivery of print and software products to customers from
product development, through procurement, assembly scheduling and control
of customer inventory. Supervised web fulfillment program resources,
managed purchasing functions and performed account management duties and
responsible for gross/contribution margins. Left because company closed
primary print function when company was sold and job cut.
Program Manager Solutions IQ Bellevue, WA 6/01 - 12/01
Temporary contract assignment at Microsoft in the Next Generation Contact
Center. Miscellaneous project manager assignments that supported the
integration of multiple contact centers into a single, standardized
customer interface model. Left when project assignment completed.
Director, Program Management License Online Bellevue, WA 11/99 - 9/00
Member of the technology management team in a dot-com start-up company.
Left when Dot-com lost funding and my job was cut.
. Managed a team of program /project managers and a temporary technical
writer, who were responsible for taking Information Technology
projects from the research and proposal stage through to deployment.
. Developed and communicated resource allocations for program
management, development, database management, web design and test
teams. Created and maintained corporate wide project plans, schedules
and status reports.
. Utilized extensive cross-functional business knowledge to provide
guidance and direction on which areas to consider in defining the
project scope and in developing functional specifications.
. Worked with other IT managers to implement formal SDLC methodology,
release schedule and change management processes.
. Managed offshore and local out-sourced programming resources.
Manager, Service Delivery Keane, Inc. Kirkland, WA 5/99-11/99
Technical Support Call Center Manager with a staff of 80 plus team leaders
and support specialists and a Quality Assurance Manager. Left company
when Adobe contract lost and company closed support function at local
office.
. Directed the daily operations of a group of technical support teams
engaged in delivery of contracted services to clients, including
Adobe.
. Insured services were within contract scope and the project was
profitable.
. Assisted in the development of new business opportunities proposals.
. Established COPC Quality program. Initiated processes for the review
and improvement of the customer experience and service quality.
Evaluated phone system reports, upgraded training, enhanced call and
case monitoring.
Mgr., Customer and Sales Service Quinton Instrument Co Bothell, WA 4/92-
6/98
Manager of three teams engaged in processing the ordering and delivery of
all domestic and international medical supplies and capital goods orders
for clients. Left when company was sold and position was cut along with
the rest of the middle management staff.
. International Clients Team: Provided a full range of services. These
included quote, bid and tender responses: contracting with freight
forwarders to obtain best company rates for shipments: management of
offshore logistics and product warehousing: product configuration
validations to ensure orders met localization requirements: letter of
credit controls and processing. Also handled the full range of order
processing tasks including order entry, delivery coordination, credits
and returns processing. Provided other customer support and problem
resolution assistance as requested.
. Domestic clients Team: Negotiated and managed corporate supplies
contracts and operated a telephone call center that supported
emergency supplies delivery.
. Inside Sales Support Team: Controlled the ordering, warehousing and
movement of the sales and trade show demo inventory. Developed on-line
/ printed product pricing catalogs.
. Member of new product development teams. Responsible for ensuring that
sales and customer service were prepared for all new product releases.
. Corporate Quality Action team representative. Implemented a series of
system upgrades and process enhancements to improve customer support
and service. Ensured operations passed FDA, ISO 2000 and EC audits.
. Managed multi-million dollar budgets. Mentored staff and created self
-managed work teams.
. Coordinated closely with manufacturing on the product requirement
forecasts and development of monthly revenue projections.
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