Project Manager Management
Resume:
La Kisha Burton
Atlanta, Ga. 30326
********@*******.***
Key Project and Implementation Management Qualifications
Senior Level Project Manager with 11 years of process improvement, implementation and business management experience in both
the public and private sector with key a emphasis on infrastructure management, billing and telecommunications, vendor management
and program management.
Education
Grambling State University, Bachelor of Arts, Political Science
Work Experience
Sr. Manager, of Learning Services/Curriculum Development Manager Ryla Teleservices, Inc., September 2008 to Present
• Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business
and other organizational objectives.
• Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external
to the organization.
• Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify
the training program to enhance effectiveness toward the business result or strategic intent.
• Coach, mentor and lead personnel within a training team environment.
• Present periodic Dashboard reports on the current program, future opportunities and client issues.
• Classroom facilitation and virtual presentation experience.
• Expert in Adult Learning methodologies
• Proven ability to design, script, and write custom courses of instruction for training course materials.
• Responsible for information gathering interviews with subject matter experts, as well as analyze and organize large amounts
of content in preparation for instructional design.
Client Relationship Manager, Ryla Teleservices, Inc. May 2008 to September 2008
• Served as client manager to implement client server customer care solutions for Verizon Wireless, Catalysis Natural Gas,
and Benefeds Health Insurance.
• Managed 10 to 15 technical resources as well as authored Statement of Work.
• Tracked software customization, defects and issues via the use of SDLC.
• Provided business consulting, knowledge expertise in strategic performance management methodologies, process
assessment work, and the application of technologies to business.
• Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions and services.
• Maintained the customer’s existing revenue spend and strategically up sold additional products and services.
• Directed the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients
on system implementation.
• Manage transition of client from Solutions Implementation to Client Support. Manage the development and maintenance of
implementation portions of project.
Project Manager, Call center Performance Manager, LLC, April 2005 to May 2008
• Increased the company’s growth by securing new partners, consulting engagements and by delivering new projects.
• Responsible for program and portfolio management activities within the Sales and Marketing division.
• Executed and maintained program management processes and disciplines in the areas of: program schedule and quality
management; communications management; human resource management; cost management; procurement management; risk /
issue management; change management.
• Mentored staff in methodology and consulting excellence and encouraged best practice in project management and project
planning.
• Managed budget for the organization to influence organization's financial profitability.
• Managed and perform the process of Statement of Work and contract creation to secure new and follow on work.
• Proactively managed systems development, implementation and risk via the use of SDLC.
Project Manager, Magnet Communications, August 2002 to April 2005
• Responsible for the recruiting, management and career development of consulting staff,.
• Provided project turn around expertise at the customer site with emphasis on regaining customer confidence.
• Responsible for staff/account management and prioritization and forecasting.
• Met professional services revenue and profit quotas while managing regional P&L.
• Provided delivery management to ensure customer satisfaction and reference ability
• Developed project plans and assumed responsibility for project profit and loss.
• Monitored project activities and advised staff of issues due to resource availability.
Business Process Manager Household Credit Services, May 1999 to August 2002
• Managed the Business Compliance department.
• Lead the SDLC development team comprised of department heads from IT, Product Management, Sales, R&D, and Senior
Executives.
• Researched business compliance requirements in accordance with AICPA statement of auditing standards SAS 70.
• Worked with co employees, clients and external industry representative organizations such as external auditors to establish
process guidelines.
• Understanding of logical and physical security requirements for data center operations.
• Supported database tables in SQL, and Oracle with regard to compliance requirements.
• Provided compliance information and training to internal staff.
• Responsible for identifying information flow or process gaps.
• Audited various departments to ensure processes were properly implemented and enforced within SAS 70 guidelines.
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