Project Manager Management

N A N C Y J. R O L I N

***** * ****, *******, ** 66512 ? (H) 785-***-**** ? (C) 785-***-**** ?

**********@*****.***

SENIOR-LEVEL PROJECT MANAGEMENT EXECUTIVE

Highly-motivated and challenge-driven Project Management Executive with

more than 15 years leadership experience in the telecom/customer contact,

manufacturing, and insurance industries. A high-energy and hands-on leader

dedicated to empowering multi-cultural workforces to exceed performance

expectations as teams and individual contributors. Blends creativity with

strategy to thrive in challenging/dynamic environments and maintain a

consistent focus on corporate success.

V A Certified Project Management Professional (PMP ), excels in identifying

opportunities for operational improvement and devising strategic

solutions to enhance productivity, employee engagement, and customer

retention.

V Proven success in leading workforce management teams in the establishment

of 50 Customer Care and HR contact centers in 7 countries; manages

multiple high-priority initiatives simultaneously, delivering to

aggressive deadlines.

V Leadership experience in entrepreneurial environments as well as heavily-

matrixed organizations; expertise in managing new client/business

integrations in outsourcing environments.

Areas of Professional Expertise

? Workforce Cultural Diversity ? Change Management/Integrations ?

Metrics-based Performance Analysis

? Personnel Training/Development ? Resource & Personnel Allocation ?

Budget, Fiscal, P&L Responsibility

? Project Life-Cycle/Management ? Quality/Service Assurance ?

Productivity Optimization

? Tactical Planning/Implementation ? Client/Vendor

Management/Retention ? Business Writing/Documentation

Proficient in Hardware/Software Installations, Upgrades, and Conversions,

MS Office, MS Project, MS Visio, MS PowerPoint and Magic

CAREER PROGRESSION & ACHIEVEMENTS

The Macro Corporation, Topeka, KS, 2009-Present

Project Manager - Client Services

o Analyzes operations and identifies opportunities for improvement;

devised key programs, resulting in greater inventory accuracy, fewer

shipping delays, and less capital required for inventory procedures.

o Developed and implemented programs and daily activities for client,

improving overall communication standards and inventory reporting

procedures and accuracy.

V Championed a process for enhancing internal updates/communications

and inventory status reporting; initiative resulted in a more

accurate and timely inventory replenishment.

V Streamlined an integral program to schedule and ship the weekly

allocation of literature/products to the marketing teams and

clients.

o Identifies activities contributing to inventory inaccuracy;

streamlined the order fulfillment and shipping process, thus reducing

error and facilitating financial savings.

o Monitors receiving procedures to maintain inventory accuracy.

V Improved the method for receiving high-value items; resulting in

higher-inventory accuracy.

V Implemented a process to assure a complete review of the inventory

history prior to executing system adjustments; eliminated duplicate

adjustments, and the inflation/deflation of the actual inventory

numbers.

o Conceptualized and authored a comprehensive Standard Operations

Procedural manual.

o Collaborated with the Operations department in the development of

timelines, production requirements, and project details; ensures

consistent, accurate, and timely project executions and completions.

o Manages the quotation/contract preparation of dockets and the set-up

procedures for new client programs; additionally coordinates the

closing of dockets at project completion; manages surplus inventory

returns/transfers.

TMNG Global, Overland Park, KS, 2008-2009

Senior Consultant - Business Development

o Collaborated with TNMG on the start-up of a Contact Center Consulting

division; established customized operational processes and procedures

and determined RFP processes.

o Developed case-studies and RFP responses and investigated potential

business partners/affiliations to expand operations.

Precision Response Corp., Plantation, FL, 2007

Director of Operations - Support Services

o Developed new processes and procedures to consolidate over 150

Workforce Analysts across twenty-five contact centers into centralized

regional operations.

Nancy J. Rolin, Resume, Page 2

Director of Operations - Support Services ( Continued)

o Centralized Workforce Management and developed operational procedures.

V Established consistent processes and streamlined and enhanced

communications.

V Designed a disaster recovery/back-up operation in the event of

emergency call-center closings.

V Reduced staff; identified key players and capitalized on employee

knowledge and strengths; result was significant bottom-line savings

and increased employee retention.

o Researched and acquired the capabilities of an improved Workforce

Management System (eWFM); replaced two inadequate software systems to

create a fully integrated and functional system.

o Participated in RFP process responses to recruit new clients into the

business; provided comprehensive launch support for new clients and

the operational expansion of existing clients.

IBM, Lenexa, KS, 2004-2007

Manager - Contact Center Migration

(Position migrated from Sprint PCS in IBM's acquisition of the Sprint PCS

contract)

o Engaged and coordinated initiatives with key stakeholders to execute

the successful launch of 12 contact centers in 5 countries.

o Established, executed, and led a world-class contact center deployment

process from inception through the successful transition of 7500+

representatives to globally vended sites.

o Developed and implemented the Call Center Migration Guide which

included call center location identification, evaluation, technical

and operational implementation plans, and post launch certification

standards.

o Completed site reviews for potential locations and participated in RFP

responses for new Customer Care and HR contact center acquisitions.

o Supported IBM in the conversion of Sprint documents to IBM methodology

and the transition of vendor centers.

Sprint PCS, Overland Park, KS, 1996-2004

Manager - Contact Center Technologies

o Participated in RFP for new vendors, completed site survey and

interviews at 29 vendor locations in 9 counties; launched 25 vendor

centers in 7 countries supporting Customer Care and Collections.

V Executed vendor contract negotiations and developed a pricing

matrix acceptable to both parties.

o Devised the company standard for the design and programming of ACD,

IVR, and Call Manager; conceptualized the procedures for launching the

voice technology and Workforce Management functions.

V Managed IVR team for installation, upgrades, and movement of

servers across enterprise in support of capacity requirements.

o Founded the centralized Workforce Management team at the corporate

headquarters to oversee/audit activities at multi-site contact center

locations.

o Recommended strategic direction for acquisition, development, support

of mission-critical technologies; remained current on emerging

technological trends and advances.

V Initiated application upgrades; developed performance test plans,

executed troubleshooting, and identified opportunities upgrades in

future locations.

V Managed upgrades to 7 ACD systems across the enterprise (2 software

upgrades and 1 platform upgrade); environment was not conducive to

system outages.

o Established SOPs within individual facets of the department; created a

comprehensive proposal for a long-term contact center management

strategy.

o Oversaw the technology installations, data center designs, and

personnel space requirements for 10 internal centers and the

transition of 7 Spring Local centers.

o Led the process-mapping of the Retail Store job functions resulting in

dramatic process improvements; audited various retail store locations

to determine optimal support requirements; participated in the new

design for retail locations.

Additional Relevant Experience

Blue Cross Blue Shield of Kansas, Voice Systems Specialist

CERTIFICATION, TRAINING, & PROFESSIONAL DEVELOPMENT

Certified Project Management Professional (PMP )

Washburn University, Topeka KS, Business Administration Degree Program

On-Going Professional Development Coursework

Aspect Telecommunications ACD, Aspect IVR, Perimeter ACD, Genesys Routing,

Periphonics IVR, Geotel ICR, IBM Lean Sigma, IBM Sage, IBM CRM Deep Dive,

IBM HR Deep Dive

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