Project Manager Management

Michael Scoon

** ******* **** ( Maplewood, New Jersey 07040 ( (h) 908-***-**** (

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

PROFILE

Project Manager/Data Analyst

Extensive experience developing and maintaining project plans, managing

projects through project life cycle, defining project scope, goals,

requirements, specifications and deliverables. Highly articulate and

experienced professional with expertise in business and data analyses

including strategic management, scheduling and forecasting, budgeting,

vendor management, performance metrics analysis, team building and

leadership, written and oral communications. Effective problem solver with

excellent time management and organizational skills. Manage and prioritize

multiple tasks to achieve corporate goals. Provide expert business counsel,

resulting in reduced risk, decreased costs and increased opportunities for

growth.

Career Highlights

. Introduced process improvement initiatives that automated 30

processes, shrunk operating costs and eliminated 90% manual time

consuming tasks. [Vonage Holdings]

. Developed and implemented Intraday Performance Management and Schedule

Adherence Plan increasing productivity 15% [Genworth Financial]

. Reduced costs 30% by facilitating outsourcing of systems installation

and testing. [AT&T]

. Created business-friendly contract that addressed customer concerns

and increased client retention by 10%. [SMB Consulting Group]

Core Competencies

Strategic Business Workflow/Process Analysis Business Case Development

Planning

Process Improvement Forecasting & Modeling eWorkforce Management

Research and Data Risk Management Requirements Analysis

Analysis

PROFESSIONAL EXPERIENCE

Genworth Financial/Genpact

2009 to 2009

Data Analyst/Consultant (Contract)

. Lead cross-functional teams to identify, assess and document business

requirements, observe operating procedures and workflow, perform times

studies, and analyze data to create recommendations for process

improvements

. Utilize structured methodology to analyze business performance,

systems and processes, make recommendations for operation improvements

and coordinate implementation of changes, through individual and team

approaches.

. Execute project plan to exceed expectations by demonstrating strong

problem solving and implementation capabilities.

. Develop new processes, improve cycle time, tool availability, cost

reduction, process quality, yield, throughput, and procedures.

Analyze and document results.

. Create and maintain forecasting models for staffing requirements

across multiple contact center locations. Develop historical database

of contact arrival patterns to drive forecasts.

. Develop Best Practices including strategy, roll-out planning,

implementation, certification and results tracking.

. Analyze impact of proposed solution across business, develop use cases

to explain/demonstrate business requirements/specifications.

. Supervise business diagnosis and planning activities.

. Develop and test business processes, capabilities, and architectures

Publishers Circulation Fulfillment (PCF, Inc.)

2008 to 2009

Workforce Analyst

. Manages high degree of forecasting and scheduling needs for multi-

channel contact center consisting of 300-350 agents.

. Reviews data sets and identify trends for process improvements,

operational efficiencies and improvements in customer experience.

. Captures historical data, compares actual results to forecasts, tracks

shrinkage factors, generates forecasts and schedules on a weekly

basis, and communicates necessary adjustments to best meet customer

needs.

. Facilitates Root Cause Analysis on Service Level defects when

necessary and hosts joint action planning exercise with leadership to

identify solutions.

. Analyze intraday/daily service level performance, call volume, AHT,

ASA, staffing and initiate real-time corrective actions to ensure

acceptable service levels.

. Maintain organizational management structure to ensure integrity of

hierarchy and update employee information

Vonage Holdings, Inc. 2006

t0 2008

$600M provider of VoIP Telecommunications Services

Planning, Forecasting and Scheduling Analyst

. Design, develop and continuously improve highly accurate call volume

and staffing models and tools. Create long term, interim and short

term forecasts for inbound/outbound call volume, including daily,

weekly, monthly, and yearly forecasts for a multi-call center

environment

. Develop business cases to determine benefits, risks, expense, cost

savings, ROI for new initiatives. Track project status to business

case, report project variance.

. Utilize workforce management applications and statistical analysis to

produce and manage forecasting models resulting in attainment of

service standards at lowest possible cost.

. Analyze and track actual vs. projected project variances and devise

and implement corrective strategies.

. Analyze metrics and implement improvements to work processes and

quality management. Track and report results on new initiatives.

SMB Consulting Group 1988

to 2005

$15.5M Boutique consulting firm specializing in financial management

strategies and market research

Project Manager/Business Analyst

. Implemented numerous business optimization projects and reporting

tools that improved efficiency, reduced expenses, labor costs, and

maximized profit by automating outdated manual processes.

. Challenged to build the internal training program to grow and develop

employees. Key contributor in the organizational growth that drove

revenue increase of 32% within two years.

. Worked with production managers to design and implement tools and

controls to achieve performance goals and compiled and presented chart

presentations to them on a regular basis comparing performance and

quality trends against set goals.

. Significantly improved financial performance, from 10% under budget to

3% over within six months by assessing employee skills, implementing

training programs, and realigning employees with appropriate roles.

. Reduced costs per contract by 60% and mail turnaround time from over

14 days to three for client. Reorganized department into cohesive and

accountable workgroups and assigned workload utilizing team concept,

which improved productivity, customer satisfaction, and employee

morale to achieve aggressive targets.

. Managed support teams in diagnosing, troubleshooting and debugging

highly technical and sophisticated software

Prior Career: Project Manager, Engineer - AT&T Microelectronics.

EDUCATION & PROFESSIONAL DEVELOPMENT

Certificate, Project Management ( Villanova University

MBA, Finance ( Long Island University

BSc, Engineering Technology ( New Jersey Institute of Technology

TECHNICAL SKILLS/SOFTWARE

Time Series, regression forecasting technologies; eWorkforce Manager,

IEX, Blue Pumpkin and Genesys applications; IVR, CTI. CMS and ACD call

center platforms; MS Office, Visio, Project, SAP.

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