Project, Program or Implementation Management

Cynthia Pegram, PMP

SOFTWARE PROJECT & PROGRAM MANAGER

Delray Beach, FL 714-***-**** ********@*****.*** www.linkedin.com/in/cindypegrampmp

Professional Summary:

Certified Project Manager with over 20 years of experience. Promotes collaboration to enhance client satisfaction. Diversified skills include leadership, project and program management. Managed co-located and remote cross-functional teams. Highly capable, implementing projects of mid to high complexity excelling in growing departments and teams from the ground up while leveraging my expertise and business acumen to provide successful and measurable results.

Experience:

Tralongo, LLC Sunrise, FL

Project/Program Manager May 2016 – September 2017

Planned and executed project initiative for dental management company migrating 23 locations to new cloud based (SaaS) practice management, clinical and imaging programs.

91% of migrations were on time, in scope and within budget.

Exceeded the key performance indicators expectations by maintaining rollout velocity and keeping backlog hours to a minimum and non-billable time for team below target of 25%.

Collaborated with software vendor to develop strategies to implement large multi-location projects and designed an internal help desk system to reduce dependence and cost of vendor provided support.

Nextgen/Quality Systems, Inc. Irvine, CA

Implementation Manager / Sr. Project Manager December 1999 – April 2016

Successfully managed concurrent large multi-location projects many lasting several years. Clients types also included dental schools, dental service organizations (DSO) and correctional facilities,

Received outstanding performance awards with over 90% satisfaction rate based on customer feedback.

Following promotion to department manager, increased profits over 10% by restructuring to align with goals.

Increased customer satisfaction from 7 to 9.3 on a 10-point scale and achieved 50% reduction in backlog hours as result of role reassignment.

Added cost benefit and hour matrices to improve sales efficiency and exceeded add-on sales goals 198% by devising an incentive program.

Agile experience - Participated in 18-month project with the responsibility to resolve issues, remove obstacles, track and report on project status, schedules, adherence, issues, changes in scope and present QA reviews.

Early Career experience: – Hotel Industry – Held roles of increasing responsibility from Front Office Manager to Hotel Manager to ultimately creating a new reservation call center where I held the Director role for several years. Moved into software project management after leading the implementation for Williamsburg Hotel Associates.

Skills & Knowledge Areas: Leadership, Strategic Planning, Customer Service, Stakeholder Interaction, Project Management, Implementations, Training, Budgeting, Forecasting, Sales Support, Product Management.

Dental Healthcare Solutions, Clinical Charting, Imaging / X-ray, Scheduling, Meaningful Use, Revenue Cycle, HIPAA Compliance, Reporting / Analytics, Customer Service, Hotel Software & Call Center Management.

Certifications:

Project Management Professional Certification (PMP status is current) July 2005

Active in the South Florida Project Management Institute (PMI).

Education:

Thomas Nelson Community College (Business Administration & Information Systems) Hampton, VA

College of William & Mary (Hospitality and Marketing Management) Williamsburg, VA

Qualifications

Leadership:

Directly supervised teams of 10 – 20 promoting cooperation to achieve successful customer engagement.

Positive, respectful attitude used to build relationships and focus team efforts. Set a clear mission and deployed tactics to achieve consistent completion of deliverables, timely resolution of issues and successful project completion.

Worked interdepartmentally to advocate for my customers and influenced and built consensus even when working without authority.

Strategic planning:

Worked jointly with chief executives to design sales processes, launch new programs and develop strategies to streamline processes, provide governance and optimize resource allocation.

Evaluated and prioritized the project load and analyzed the impact on the department, company, and enterprise. Reported progress to the executive team and sponsors.

Customer Service / Stakeholder interaction:

Primary point-of-contact throughout the customer’s project lifecycle. Gathered business requirements and focused on providing specific solutions for each customer’s unique needs.

Achieved transparency through frequent communications with efficient meetings and conference calls.

Maintained a 24-hour response time on project issues.

Able to stay calm and diffuse escalation in high stress situations.

Project Management:

Adept in project management methodologies including oversight, risk mitigation, and change control.

Produced and maintained project plans, reports, and various other artifacts to ensure alignment with scope, schedule, and quality.

Managed installations to desired outcomes with deliverables including configuration, optimization, data analysis, utilization reviews, strategic direction, conversion/upgrade guidance, training and live assistance.

Facilitated infrastructure configuration in both customer-server and cloud-based environments (SAAS).

Used my strong verbal and written communication skills to translate technical information into something a less tech-savvy audience would understand.

Implementations and Training:

Created and delivered customer training curricula and launched a self-guided program to reduce trainer led classes thereby reducing costs for customers.

Managed project resources balancing contract hours and budgets, coordinated interfaces, facilitated data extractions, resolved issues, and provided on-site deployment support.

Budgeting and Forecasting:

Created, monitored, and controlled project budgets typically ranging from $50,000 to $500,000.

Forecasted project staff labor and generated monthly cost reports, ensuring adequate staff allocation while remaining within budget.

Sales:

Assisted Sales to identify opportunities, determined pricing and resource requirements, developed project scope and wrote Statement of Work documents and presented to C-Suite directors and customer leadership.

Demonstrated new features to customers, vendors, and consultants and presented at the user conferences.

Managed vendor accounts, negotiated contracts and acted as primary liaison to foreign and domestic resellers with a focus on increasing international presence.

Product Management:

Worked with software development team as subject matter expert and conducted customer focus groups to identify new products and features.

Led software planning/design meetings for both Waterfall and Agile methodologies, evaluated enhancement requests, documented error in bug tracking system, determined software release dates, prepared update notes, and managed selection/support of beta customers.

Created quality assurance steps, tested and provided troubleshooting for errors found.

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