Terri Evans, PMP®, CSM®
919-***-**** email@example.com www.linkedin.com/in/terri-evans55
Certified Project Manager and Certified Scrum Master professional offering proven strengths in Project Initiation Planning through Implementation/Go Live utilizing PMI principles and methodologies. Excels at Customer Relationship Management, and highly regarded for building rapport. Strengths are Project Management, Process Standardization, and Customer Engagement. Regarded for strong work ethic and integrity. Proven track record in enhancing the customer experience, evidenced in customer’s feedback.
“Herding cats amidst the chaos!”
Project Management Lifecycle
Customer Relationship Building
Business Process Improvement
Microsoft Office/Microsoft Project
OMNICELL, Raleigh, NC 2015 – 2019
Omnicell is leading a radical transformation of medication management through our vision of the Autonomous Pharmacy.
Exceeded customer satisfaction rating score of 9-10. Led the team in the most 9-10 ratings for Hospitals and Chains.
Successfully implemented a major NY Hospital IVR solution which enabled future booking contracts in excess of $2 million.
Identified and escalated work process issues and drove corrective action improvements.
Vendor Management for critical master data files.
Managed Independent data conversion to Chain successfully in parallel with Pharmacy Management System changeover.
Utilized Waterfall method working on customized SW development for Medication Adherence projects with Hospitals and Chains.
Scrum Master for RedPoint software project, utilizing Scrum framework and practice.
NETAPP, Research Triangle Park, NC 2014 – 2015
NetApp, Inc. is a hybrid cloud data services and data Management Company headquartered in Sunnyvale, California.
Asset Recovery Management.
Responsible for reducing Quality error % rate from 34% to 2.9%, target set for 2%.
CSR Operations SME (Case Management, Part Request Fundamentals and Field Support Order Management).
User Acceptance Tester for new programs.
DIMM Quality Program Manager.
RED HAT, Raleigh, NC 2012 – 2014
Red Hat is an Enterprise software company with an open source development model.
Cross-functional department coordination and tracking of order status, shipping dates, and prices.
Manage all levels of processing including reject, re-booking, and exceptions.
Maintain order accuracy of 95% or greater.
Address all orders within four hours of receiving; clean orders processed to booking within 24 hour.
NSORO, MORRISVILLE, NC (acquired by Mastec) 2011 – 2012
MasTec Network Solutions (MNS) is a division of Mastec that provides comprehensive services and turnkey solutions required to design, build, optimize and maintain telecommunications networks.
Identified and worked to remove barriers for successful completion of the overall project, with particular emphasis on resolving issues with subcontractors.
Facilitated decision-making processes, as needed; served as liaison between project managers and adjudicating disagreements on approach to ensure the maintenance of an integrated, institutional focus for the overall project.
Provided timely project status updates; escalated issues for Cabinet resolution when issues could not be resolved at lower levels.
NORTEL NETWORKS, Research Triangle Park, NC 1990 – 2010
Nortel Networks was a global leader in telephony, data, wireless, and wireline solutions for the Internet.
Order Manager/Customer Facing Prime
Customer order fulfillment for North America Wireless customer base; Prime interface with Asian supplier, Guangdong Nortel Telecommunication Equipment Co., LTD.
Successfully provisioned and implemented a $49M contract for a major telecom provider.
Detailed Root Cause Analysis on performance fails/issues/portfolio changes with 30% reduction in errors.
Standardized Product Change Notice process for North America, enabled Nortel customers to receive product change notices.
Presented Product Change Notice process to Nortel customers at technical symposiums, visited customer sites.
Return Material Authorization Specialist
Developed and implemented material on loan tracking process.
Improved customer satisfaction by 95% as a result of customer focus and dedication; handled and resolved customer complaints.
Exceeded predefined order turnaround by 60%, reducing interval from customer request date to delivery of return orders from five to two days.
Standardized Out-of-Box Failure Return work instructions to achieve ISO audit compliance and improve training and efficiency for new employees.
Resolution of invoice disputes within five-day closure target.
Standardized repair and return invoicing work instructions for ISO/ SOX compliance.
Education & Volunteerism
Vance Granville Community College, courses in Business Administration
Simplilearn; https://www.simplilearn.com/, pursuing PMI-ACP
Volunteer with USVC (United States Veterans Corps) and with WakeMed Hospital