Project Managament
Resume:
Marlene Brown
*** ***** ***** *******, ******
H*M 2W1
*********@****.***
Introduction
I am senior manager with 11 years’ experience in IT project management (PMP certified) and over 20 years’ experience in customer service, operations and call centers. I have successfully delivered a variety of complex and high profile projects for clients in different industries. A well-rounded person, I have lead and overseen all activities well beyond the core project management activities, including Communication, Change Management and Operational Readiness and have managed projects in a matrix organization. PMI methodology was followed in all projects during my tenure at CGI, IBM and Eclipsys.
I have worked closely with senior management in developing operational strategies, organizational structures, process mapping and change management. I master project management best practices and am comfortable in creating and presentating project status reports to senior management both internal and client facing. I was responsible for the startup of a high call volume call center. This included the planning and execution of a startup project plan; recruitment of all levels of staff; the creation and implementation of an annual call center operational plan and budget. As the manager of a Help Desk, I created productivity reports to assist in coaching; created documented procedures; instituted documented training plans for new hires; instituted call accuracy reports, call coaching stats, after call and hardware surveys to ensure customer satisfaction.
I have proven leadership interpersonal skills including negotiation and managing and motivating individuals to achieve company objectives. I am a quick learner, autonomous, and comfortable in a fast paced, changing environment.
I have recently become involved the creative writing arts as a Beta reader, editor, proof reader and reviewer and would be interested in a position where all I could utilize these skills.
Education:
Bachelor of Arts in Communication
Concordia University
Language skills:
English
Fluent
French
Fluent
Certification: PMP
Work History
06/2016 06/2018
Eclipsys
Senior Project Manager
Managed external infrastructure technical projects. Clients included: Laval University, Revenue Quebec, City of Montreal, Air Transat, Medavie, BanQ. Defined and implemented project plans and project management documentation to monitor activities from kick off to closing. Created and updated project management, internal tool and client facing processes. Created and presented leadership seminars on project management practices (How / Why we create a WBS; Why ETC is important and tips on how to calculate it, and Budget management). Managed project members to ensure a high performance team characterized by high morale and strong commitment to engagement success. For all projects the PMI format (PMBoK) for project management was followed (Governance management, SOW, Project charters, WBS, project planning using MS project, risk management, quality management, configuration and document management, change and performance management). Projects were deliverd on time and on budget and met business objectives. Managed 2 year projects, 700+hours and up to 5million$. For some projects the Agile project management format was followed. High customer satisfaction scores and commendations.
09/2012 06/2016
IBM
Senior Project Manager
Managed both internal and external client facing projects. Clients included Desjardins and BNC. Managed various infrastructure technical projects including Websphere implementation and Golden Gate. Defined and implemented project plans and project management documentation to monitor activities from kick off to closing. Created and updated account processes. I participated in an HLE for a major project. Assisted with the creation of standard tools as well as with the creation of a PM activity listing. Managed project members to ensure a high performance team characterized by high morale and strong commitment to engagement success. For all projects the PMI format (PMBoK) for project management was followed (SOW, Governance management, Project charters, WBS, project planning using MS project, risk management, quality management, configuration and document management, change and performance management). Projects were deliverd on time and on budget and met business objectives. Projects were up to 1 year in duraton, 365hours and $750K. High customer satisfaction scores and commendations. Recognized and received a manager choice award for the practice “Unite and Get it Done”, tireless effort and loyalty”. High Performances reviews. Exposed to the ITSM system during the course of some of the IT Client projects.
08/2007 08/2012
CGI
Senior Project Manager
Managed internal and client (John Hancock) facing projects. Managed various infrastructure technical projects such as server builds, upgrades and implementation. Managed projects with budgets up to 750k, 140-365days. Varying from the addition of new servers to implementation of new software. These projects were large, complex infrastructure projects that required the management of various teams and resources. Acted as Program Manager during a multi-functional deployment of backup software. Assisted with the implementation of a sharepoint systems, project management processes and practices as well as end-user training. Managed and led teams of 10 individuals. For all projects the PMI format (PMBoK) for project management was followed (Governance management, SOW, Project charters, WBS, project planning using MS project, risk management, quality management, configuration and document management, change and performance management). Projects were deliverd on time and on budget and met business objectives. High customer satisfaction scores.
01/2005 07/2007
Union Energy
Director of Operations
Plan Planned and executed a start-up project plan. Worked with the IT dept. and WFM depts. in setting up the telecom requirements. Created training plans. Hired and trained staff. Created and implemented an annual operational plan and budget, monitored costs and approved all expenses. Set specific performance goals for the team. Worked with cross-functional teams. Analyzed, reported on and drove improvements (Process improvements). Adapted and implemented corporate strategic initiatives. Managed help desk staff, supervisors and trainers. Kept abreast of industry standards. Adapted and implemented corporate strategic initiatives. Created and supported a Health & Safety Team.
05/2002 10/2005
Dendrite
Manager
Assisted with project management activities. Deployed new software. Developed and maintained standard operating procedures to ensure consistent client satisfaction and unit goal accomplishments. Created productivity reports to assist in coaching. Created documented procedures and worked on process improvements projects. Responsible for the recruitment and hiring of help desk staff. Implemented new hire formal training and managed the creation of training manuals. Managed the client's changing business needs. Worked on new initiatives to improve dept. effectiveness. Managed Help desk and technical staff.
03/2000 12/2001
Nordia,
Director of Operational Efficiency and Workforce
Ensured overall performance of the Workforce management Team. Investigated operational best practices and ensured application of standard processes across 3 call centres. Partnered with Business Development and Client Services to ensure that call centre parameters were met. Initiated and headed various call centre improvement projects that generated significant savings. Lead the project implementation team as it deployed the Workforce managements system (application) and the Telecom system across 3 call centres. Conducted Operational Assistance Reviews. Assisted the Vice President in process improvement initiatives and worked with senior management to streamline the organizational structure, was the contact person for benchmarking studies and was a member of the Strategic Planning Team. Managed a team of 20 individuals including team leads, supervisors and managers in various locations across Ontario and Quebec.
08/1999 03/2000
Affina
Director of Operations
Developed and implemented quality, productivity and process improvement programs. Assisted in the development of a business recovery plan. Managed a team of 100 staff members including customer service reps, inbound and outbound, team leads, managers and trainers. Lead the workforce management team. Initiated training sessions and workforce management sessions. Represented the call centre operations team in the acquisition of new business. Part of the quality team for C.O.P.C certification.
10/1998 08/1999
CIBC
Project Manager / consultant
Project management and deployment of streamlined processes and procedures while creating and adopting best practices. Current situation analysis of various cross functional team across business units and in various provinces. Reviewed WFM and Telecom tools and reported on productivity. These projects involved WFM implementation as well as Telecom and telephony (PBX).
Travelled to client sites to meet staff and review on site operations. Presented results to VP, Directors and Manager. Tracked progress of implementation and acted as POC to assist with realization, issues, or follow up reviews.
01/1990 07/1998
Cantel (Rogers AT&T)
Regional Call Centre WFM Budget & Reporting Mgr
Deployed a new workforce management (custom developed) tool across the call centres. Developed and managed budgets of over 10 million dollars. Coordinated and approved the reporting of operational costs on a monthly and yearly basis. Directed and recommended activity as a result of departmental spending. Lead and motivated a team of 11 individuals whose areas of responsibility varied from reporting, budgeting and scheduling. Part of a special projects team, working with a consulting firm to design a reorganization plan in order to realign the management strategy. Investigated and recommended the upgrades and purchase of office technologies including Telecom (ACD). Contact person for any modifications to the Voice Response Unit and upgrades to the TCS WFM system. Responsible for the production of schedules for 150 employees. Approved all time sheets. Trained new employees in the WFM department. Managed the only 24/7 operation.
Soft skills: Analytical, Conflict Management, Crisis Management, Detail oriented, Leadership, Presentation skills, Problem Solving, Team-Building. Out-of-the-box' thinker, Excellent writing skills, Negotiation, Performs well under pressure, Positive.
Expertise: Customer Service, Client Management, Disaster Recovery Planning, HR Recruiting, Workforce Planning, Telecom, Benchmarking, Business Objectives and needs analysis, Process Mapping, Communications Strategy, Consulting, Contingency Planning, Process Management and optimization.
Equipment: Aspect ACD Workforce Manager, Workforce Scheduler.
Tools: Expert knowledge in Microsoft Office: E-Mail, Microsoft PowerPoint, Microsoft Word,
Microsoft Project, MS Project, Jira, Salesforce and Netsuite.
Other: Beta reader, editor and reviewer for independent, self published authors as well as Beta reader, proof reader and reviewer for traditionnaly published authors.
Trainings:
2016-2018 Oracle
Presales, sales, infrastructure, cloud trainings
2007-2016 PMI/ PM Tracks and Skill Port
Setting the Stage for Project success
Project management courses
2000 ICCMI Call Centre University
Budgeting and controlling costs
Supervising a High Performance Call Centre Team
Purdue University
Statistical Process Control
Benchmarking
Process Improvement
Bell
Directory Assistance Conference
1991-1997 WFM (TCS) training and seminars
Telecom training (Rockwell ACD)
Contact this candidate