Manager Project

Pam Rockcastle

Email: *********@********.***

Address: ** ** ******* **

City: Issaquah

State: WA

Zip: 98027

Country: USA

Phone: 425-***-****

Skill Level: Management

Salary Range: $120,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Pamela Rockcastle

95 NE Dogwood St - Issaquah, WA 98027

Cell 425-***-****

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

PROGRAM MANAGEMENT PROFESSIONAL

Program Development/Management Process Improvement Business Development

Results driven professional with specialized experience in Program Management, Process Improvements, Internal/External Client Relations, with powerful outcomes in Customer Satisfaction, Employee collaboration, motivation, and Leadership Development. Consistently recognized for creative and innovative ideas; their design, implementation and follow-through; and highly awarded for exceeding regional, departmental and personal goals. Acknowledged by senior management, executives and customers, for assessing client needs and determining the best efficiencies, services and solutions available.

Experience spans Software Industries, Banking and Call Centers.

AREAS of EXPERTISE

Significant history and proven results in the motivation of others

* Process Improvements

* Training, Teaming and Leadership Development

* Cross-Group Collaboration

* Change Management

* Strategic Planning

* Relationship Building

* Cross-Cultural Sensitivity

* Verbal/Written Communications

* Public Speaking / Presentations

* Organizational Culture & Vision

* Employee Recognition and Reward

PROFESSIONAL BACKGROUND

TEKsystems - Contracting to Sur La Table Oct 2012-Present

PROJECT MANAGER/COORDINATOR

Brought in to assist IT- eCommerce Project Management Office to drive, and lead, mobile device projects through launch, in a very fast paced environment, requiring tight deadlines and adherences, due to seasonality expectations and freezes.

Project Lead: In an Agile environment, determined effort, inspirational and cohesive teamwork, successfully, and on schedule, led and launched the mobile phone website. Currently managing the tablet website project, on schedule to deploy and launch in late December.

Project/Business Analyst: Tracked/goaled/coordinated performance against eCommerce/IT project metrics, including schedule, bugs, high priority and critical issues, mitigating risks to ensure project goals and objectives are met.

Communications Architect: Designed, implement and distribute project-related documents and spreadsheets, outlining projected project outcomes utilizing various methods and sources.

PMO Assistant: Document key issues and action items stemming from project related meetings; recap and distribute the minutes articulating actions and desired outcomes.

MAHINDRA SATYAM - Microsoft Contractor Oct 2009 - Sept 2011

CHANGE COORDINATOR/PROGRAM MANAGER

Through process analysis, change implementation, collaboration and development of new communication channel, significantly increased customer awareness and satisfaction, for Microsoft`s Service Transition and Capacity Management Teams, through the enactment of a new server order process; thereby drastically reducing wait times, eliminated backlogs and needless cancellations.

Project Lead /Multiple Projects - Involved in the leadership, execution and decision making of several semi, to very, complex high visibility projects, from beginning stages of project initiations through implementation, test and closure. Projects include; Server Order Process, EOL (End of Life) Servers, Datacenter Server Decommission, and Scrub.

Process Analyst - Gathered procedural `as-is` processes and protocols for a portion of the GFS platform, commencing with a small sector including Finance IT, Human Resource IT, Legal and Compliance, and Business Intelligence. Utilizing Six Sigma tenets; developed, and implemented new server order protocols,

Communications Architect: - Owned, authored and managed all communications content; internal customer status correspondence vessels, protocol process maps, both the procedural and training documents and their respective presentations for the new server order life cycle process.

Qualitative/Quantitative Analysis - Measuring success of various projects via weekly and monthly reports to Senior Management, outlining successes, effectiveness of programs/strategy, wins and areas for improvement.

Program Management - Effectively led and trained global teams through project cycle; from order initiation up to and including delivery; resulting in the tripling of the customer base within 6 months of implementation of the new process.

Global Partnership/Relationships - Instrumental in the unification of worldwide teams through the coordination, training and enactment of the new process; repairing and building new communications, increasing satisfaction across all lines of business.

Cross Group Collaboration - Partnered with various users; Release Managers, Build Engineers and Capacity Team and developers, collecting best practices to create a user friendly, easily identifiable and time saving order process.

Facilitator - Led and facilitated meetings for said projects; owned the scheduling and their communications; strategies, issues, risks, timelines and deliverables.

SIEMENS IT SOLUTIONS - Microsoft Contractor Apr 2008-Dec 2008

PROGRAM MANAGER

Detailed, assessed and authored the Xbox worldwide call center escalation queue processes to universal actionable improved procedure`s, through the creation and translation of process map protocols for Microsoft`s Xbox training and development teams, as the backbone for web-based training, Knowledge Base articles and references.

Program Manager: Across all lines of business for the Xbox escalation queue, managed, represented, collaborated and unified the process for seamless transition and experience for the customer. Through continuous software changes and updates; continually communicated status` and progression of projects to teams, ensuring on time deliverables met.

Process Coordination: Retrieved, gathered, documented and analyzed detailed current as-is process; represented voice of customer for the to-be global procedures/changes for the inbound global Xbox escalation (Tier 2) queue.

Content Author/Manager: Owned, wrote, created, managed and logged the writing, rewriting, and all updates for the escalation queue procedural content for Global call centers; providing a consistent roadmap for over 1,500 employees worldwide. Additionally responsible for publishing reference materials and KB (Knowledge Base) articles pertinent to the appropriate Call Center Agents.

Cross Group Collaboration: Effective cross-group collaboration and multi-cultural communication with Asia and EMEA partners, propelling initiatives to results on or before deadlines.

Subject Matter Expert: Invited to assist in various other ad-hoc projects utilizing technical acumen as subject matter expert in mapping processes via Visio.

BANK OF AMERICA - Seattle, WA 1997- 2007

NORTHWEST TREASURY SALES ANALYST- March 2006-Nov. 2007

Change Coordination: Led projects through life cycle by partnering conversion, implementation and IT teams from introduction, through testing to installation and final production of product or service.

Cost Analysis: Optimized functionality of financial systems, thereby increasing productivity, improving processes and efficiencies, ultimately saving clients an excess of $3 million annually from value added and new performance of services.

NORTHWEST GROUP BANKING RELATIONSHIP (SALES) OFFICER -Aug 2004-Mar 2006

Enlisted to rebuild and strengthen a struggling program; increasing awareness of an alternative channel to supplement and amplify productivity by means of utilizing a portfolio of commercial clients and higher education institutions.

Program Management: Part of a national team of 15, which propelled an under-utilized program to a high-profile priority within two years; resulting in the production of over 1/3 (2.1 million) of the entire companies North American deposit annual goal of 6 million. Increased regional participation by 250% and dramatically grew business year over year by 144 %, 192% and 164% respectively.

Production Analysis: Created several data reporting systems to aide in forecasting, prospecting, production goals and results, as well as event and program status; sales reports and tools readily available for senior management

NORTHWEST CALL CENTER RELATIONSHIP (SALES) MANAGER- Apr 2000-Aug 2004

Selected to plan, develop, execute and own an innovative program to deepen client relations, increase customer satisfaction and improve employee morale for the Seattle based Customer Service Call Center.

Product Development and Launch: Managed, owned and piloted the standardization of a service to sales initiative, shattering expectations, resulting in the national adoption of program within nine months.

Process Improvement: Teaming with national partners, utilizing lean technological ideology (Six Sigma), saved department over $1.5M in annual costs (12M nationally) by instituting new protocol and procedures to drastically reduce customer wait times, with an outcome of Six Sigma Greenbelt certification.

Process Analyst: Represented Northwest region to collect, assess and streamline as-is processes to universal procedures across 4 initiatives.

Curriculum Design/Training: Managed the design and implementation of various training materials and manuals with cross-functional usages. Trained over 500 agents and managers; turning trepidation into confidence.

Project Management: Collaborated with IT partners to create in-depth reporting system to forecast and track departmental, team and individual goals, achievements, and development opportunities.

EDUCATION, CERTIFICATION & LICENSURE

Project Management Certification, Bellevue College

Six Sigma Green Belt Certified

University of St. Thomas, Houston Texas

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