Project Manager

GARRETT DEXTER HALL, PMP

PHONE : 404-***-****

E-MAIL: ***.******@*****.***

PROFESSIONAL PROFILE

A high-performing Certified Project Management Professional with expertise in directing/developing

strategic initiatives that builds and optimizes organizational processes and infrastructure to maximize

business results in a global service environment; skilled strategist who transforms strategic plans into

workable solutions in programs/projects against key operational targets/goals.

AREAS OF EXPERTISE

Strategic Vision and Planning Articulate Communicator

Team Building and Leadership Executive Management Collaboration

Productivity and Time Utilization Operational Efficiencies and Management

Budget and Cost Control People Management

Process Design/Redesign Organizational/Team Design and Development

Problem Solving and Decision Making Coaching and Mentoring

Project Management Office CRM Implementations

Leadership Development and Training Negotiation and Persuasion

Cross-Functional Team Leadership Total Quality Management

Lean Six-Sigma Methodology SDLC Implementations

PROFESSIONAL HIGHLIGHTS

HERBALIFE International America (Torrance, CA) 2009-2010

Director, Worldwide Distributor Optimization (2009-2010)

Developed, directed and managed key corporate strategic initiatives within Distributor Services

Organization. The strategic initiatives were to result in a ($3M) in cost savings and revenue generation for

2010. I was responsible for ensuring the highest level of service quality at every Distributor touch point. I

provided leadership support to the regions by conducting on-site customer service audits and developing

improvement plans. Utilized a performance dashboard to measure, monitor and manage the Distributor

experience.

Key Contributions

• Strategically led/directed the Americas and Mexico senior management teams into

simplifying/integrating their core order processes into one global core order processes, which would

enable the ability to support/leverage resources. For the top two markets in Herbalife.

• Collaborated with Vice-Presidents and regional Senior Vice-Presidents on corporate strategic

initiatives.

• Developed a plan for initiating a Global Command Center; to set/manage global metrics, analytics,

and service quality and workforce management globally.

• Led/managed the vendor selection process (RFP) for the ACD Technology project.

• Developed a strong working relationship with IT counterparts to enable day to day or tactical

working activities to occur.

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GARRETT DEXTER HALL, PMP

• Managed the benchmark audit assessment project for the Mexico Contact Center (pursuant of the

Center for Excellence Award) provided by Benchmark Portal.

HEWLETT PACKARD (Atlanta, GA) 1994 - 2008

Sr. Program Manager (2006-2008)

Directed, developed, and managed complex transition plans in a cross-functional and international Global

Delivery program resulting in significant cost savings ($19M) and Total Customer Experience (TCE)

alignment. I directly managed six global program managers and their teams (60 members) program plans

and activities. The program consists of moving onshore work into 6 strategically HP Global Solution

Centers Call Centers (8,000 technical/non-technical agents) located world-wide.

Key Contributions

• Strategically led/directed the program team in achieving targets that resulted in savings of $19M

above commitments for fiscal years 2006 & 2007.

• Developed a global transition methodology and operating model.

• Developed and maintained detailed business process model.

• Communicated directly with the Vice-President of the GSC Call Centers on the program progress

and developments.

• Co-developed a daily TCE process that enables the GSC Call Centers too effectively and efficiently

transition work.

• Strategically led the program team with team building exercise to increase cohesiveness and to

leverage best practices globally.

• Co-developed and managed the GSC Call Centers monthly requisition process working with senior

leadership team.

• Developed and maintained transition plans and processes.

• Collaborated with Vice-President of GSC and Strategic and Planning team on fiscal year planning

sessions for 2007, 2008 & 2009 for the GSC organization.

• Developed and initiated the six global program managers’ objectives and responsibilities.

Project/Program Manager (2004 – 2006)

Directed, developed and managed the creation and implementation of two (Call Logging & Total Call

Ownership) process standardizations within the HP GSC Call Center (8,000 technical/non-technical

agents).

Key Contributions:

• Co-developed a creative Call Logging process design for call center agents for the GSC service

support structure.

• Co-developed and implemented a globally standardization process called Total Call Ownership

to improve the Total Customer Experience within the GSC.

• Implemented new program methodologies to manage the program through completion.

• Successfully aligned the Call Logging & Total Call Ownership process standardizations with

other global process standards.

Program Manager (2002 – 2004)

Strategically led a global group of project managers/support team managers in working in a cross-

functional environment to determine which organization functions were needed to develop one global

delivery model for HP external trade customers.

Key Contributions:

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GARRETT DEXTER HALL, PMP

• Provided ongoing project analysis, mitigated “scope creep,” communicated project status, and

identified and resolved project issues and constraints

• Successfully aligned business planning and financial processes with performance improvement

and business risk-management activities

• Led decision making processes in which led to developing the global delivery business model.

• Communicated directly with Executive Sponsors on all tactical plan developments that

incorporated creative resource and process selection.

• Co-developed the process standardization and global methodologies for the PMO.

Project Manager (1999 – 2002)

Led and managed the Software Development Lifecycle implementation of a Call Tracking Tool

Workflow Manager (WFM) a Clarify based product within the Americas region to 3500 technical and

non-technical agents.

Key Contributions:

• Provided ongoing project analysis, mitigated scope creep, communicated project status,

identified and resolved project issues and constraints.

• Managed project progress, completion timelines, risk management activities and project

readiness.

• Led in the developing the business processes for end-user tool usage.

• Collaborated with the training developers on the train-the-trainer materials and readiness.

• Recipient of the Most Valuable Performer Award (Employee of the Year)

• Recipient of the Gold Key Award Software Services Division

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GARRETT DEXTER HALL, PMP

ADDITIONAL EMPLOYMENT

Hewlett-Packard (Atlanta, Ga.)

Business Process Analyst (1998 – 1999)

• Developed and managed the business calls flow for the Call Management organization.

• Developed and documented the Call Management call flow model.

Account Representative (1996 – 1998)

• Received direct inbound calls from High Availability external customers to provide solutions

to their system problems/situations.

FORMAL EDUCATION AND CERTIFICATION

Computer Information System, Florida A&M University

Certified Project Management Professional (PMP)

SELECTED TECHNICAL SKILLS

• Microsoft Office Suites: MS Project, MS Project Server, Excel, Access, Word, PowerPoint and

SharePoint

• Primavera

• Virtual Classroom

• Visio

• Adobe Document Services

• Six Sigma DMAIC methodology: Define, Measure, Analyze, Improve, Control

• ITIL Methodology

PROFESSIONAL ASSOCIATIONS

• Member of the Project Management Institute; PMI Atlanta Chapter, since 2002

AWARDS & RECOGNITIONS

• Hewlett-Packard MVP Awards – Employee of the Year Honors

• Gold-Key Software Division Award – Outstanding Leadership

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GARRETT DEXTER HALL, PMP

Professional References Provided upon Request

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