Program and Project Management
Resume:
Keith A. Garety
Middle Sackville, Nova Scotia
B4E 0A8
Home: 902-***-****
Cell: 902-***-****
*****.*.******@*****.***
Objective
To obtain the position at a progressive firm where I can utilize my current skill set and experience.
Skills
Program Management
Implementation Consultant
Project management
Implementing time & labor systems
Quality Assurance management
Strong analytical skills
Service level management
Employee relations problem solving
Communication skills training
Superior oral and written communication skills
Able to work effectively as well as a unit with co-workers
Long time customer service (24 years)
Excellent telecommunications skills
Introductory Accounting
Introductory Marketing
Software Instruction
Employee training
Cash management
Time management
Team player
Network installation and configuration
Network Administration
Hardware and troubleshooting
Microsoft Word and Excel
Microsoft Outlook
Windows NT Server
Database entry
EZ Labor
Work Force Now
Education
Business Administration
Nova Scotia Community College
Online, part time learning
Ongoing
Leadership, project management and contact center tools courses for process and improvement skill sets.
2001-2011
Convergys Management Group
Dartmouth, Nova Scotia
Certifications received
Networking and Communications/Computer Support Specialist
1998
CompuCollege School of Business
Dartmouth, Nova Scotia
Diploma received
(2 Years)
Secondary School Graduation
1994
Cole Harbour High School
Dartmouth, Nova Scotia
Diploma received
Employment History
October 2018 – Present Program Manager
STI Technologies Halifax, N.S.
Developed, managed and delivered support services to the organization's sales force. Collected and interpreted sales data and analytics, managed large sales initiatives, and provided operational support.
Supported commercial activities by executing operational processes and procedures.
Supported opportunity management, resource planning, management tracking and forecasting, customer relationship management, and the customer satisfaction program; tracked and provided reports to flag potential business issues; and documented and coordinated processes and systems rollouts.
Contributed to the improvement of operational metrics (revenue, gross margin, operating income, utilization, client satisfaction and opportunity pipeline) through the execution and development of operational processes and procedures or operational systems.
Executed operational initiatives such as opportunity management, resource planning, management tracking and forecasting, customer relationship management, customer satisfaction program, or infrastructure projects.
Assisted local functions by tracking, providing frequent reports, reporting progress and highlighting potential issues and opportunities.
Coordinated operational activities/projects with other functions including service, consulting, business lines and sales, as appropriate.
Provided program and project management support to document and coordinate processes and systems rollouts ensuring appropriate follow up on actions leading to the seamless execution of plans.
Managed one or more operations systems (e.g. time sheet process, resource list, development request, reporting, forecasting and capacity planning) and provided appropriate degree of user support.
June 2012 – June 2018 Implementation Consultant
ADP Canada Dartmouth, N.S.
Provided consultative expertise to assist in the successful set up of ADP's hosted time and labor management (TLM) solution to meet client and business requirements.
Provided Tier 2 support for the Implementation Specialists and the client directly, to solve any process or programming needs when building client solutions.
Lead both national client (businesses in excess of 1000 employees or more) and major business client Implementations in regards to their Time and Attendance solution to ensure project completion in an efficient and high quality manner
Created process improvement strategies to improve both the client and internal ADP experience
Provided mentorship among new ADP Implementation staff
February 1999 – June 2012 Quality Manager
Convergys Corporation Dartmouth, N.S.
Managed resources and day-to-day operations across programs (personnel schedules, special projects, varying account needs).
Maintained accurate metrics of direct reports individual performance as well as overall team level performance as outlined via Transaction Monitoring scorecard.
Evaluated levels of quality and work with operations to create improvement plans.
Established strong working relationships with client services and vertical leaders to understand specific needs for their accounts.
Worked closely with individual account managers on specific needs for their accounts and participate in Quarterly Business Reviews as needed.
Partnered with the Sr. Quality and Operations Team on quality and process improvement initiatives.
Conduct periodic process audits of key support process within each account.
Overseen administration of applicable certification process.
Administered appropriate Candidate Selection Process for direct reports.
Used process management techniques and tools to evaluate program transaction monitoring results and assists in implementing improvements.
Consulted with Account Management and Performance Consultants on quality process improvement, training, environment, Transaction Monitoring tools and analysis recommend and initiate change.
Designed contact evaluation forms and associated definition documents (using Convergys standard as the framework) in conjunction with client requirements for each account.
Using Performance Consultant direction, ensured alignment between Operations and Transaction Monitoring staff to ensure processes support account goals and desired operational metrics.
Facilitated and coordinated calibration sessions.
Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports
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