Project Manager Quality Assurance

Mitri L. Licieur

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**** ********** *** #*** . **********, IL . (708) .

605**-***-**** *******@*****.***

SUMMARY OF QUALIFICATIONS

. 15 + years of successful experience in quality assurance and customer

experience, training and survey data analysis and process improvement.

. Exceptional organizational and communication skills with the ability

to prioritize and coordinate multiple projects, planning and program

implementation.

. Outstanding productivity as a project management coordination and

entry level IT support coordination.

. Unique combination of expertise in project management (human resources

recruitment, training, quality assurance, staff development, technical

instruction, testing, surveying and finance).

. Certifications - Certified Manager of Quality/Operational Excellence -

ASQ, Six Sigma Greenbelt - ASQ, MS 5927 MS Project - Microsoft,

Project Management Professional - PMI (pending).

RELEVANT ACCOMPLISHMENTS

2013- API, Oak Brook, IL

Present Project Manager - Call Center/Customer Service

Managed Call Center/Customer Service department enhance project.

Including quality assurance and call monitoring promoting new

and improved customer support service strategies and programs.

Ensured timely and accurate completion of assigned duties and

responsibilities of the team members to meet the project

leadership expectations. Managed project integration, scope,

time, costs and quality and communicates the status, risk and

issues associated with each to the correct level(s) within the

project structure and the organization to ensure that the

projects' outcomes were achieved as defined, within budget and

on time.

2012-

2013

Kelly HealthCare Services, Chicago, IL

Project Manager - Pharmacy

Monitoring and driving project work stream activities, managing

project plans, instructing project teams, resolving issues and

10/2011 providing updates to management including preparation of

- reports.

Present

Project Management Institute, Chicago, IL

Director of Registration

Project management all aspects of monthly chapter meetings and

training classes, which include maintaining online registration

database, scope, approach, budget, scheduling and risks,

associated with planned events.

6/2010-

10/2011

Stericycle, Northbrook IL [short-term project]

Customer Experience Manager - Strategic Quality Intelligence

Strategic Quality Intelligence Manager responsible for all

systems and reporting related to call analytics and quality

monitoring. Providing direction and lead analysis for process

improvement projects to improve customer ease. Also provides

ongoing leadership for continuous process improvement and

feedback strategies in all customer service locations as well as

throughout the organization to ensure interactions with

customers are consistently the ideal customer experience.

Provide regular feedback to leadership across the enterprise on

key findings from quality monitoring and call analytics.

Create action plans, leads and implement solutions to improve

the customer experience throughout the organization.

Using customer satisfaction survey and monitoring results,

identify gaps between desired and actual customer experience,

quantify impact and develop action plans to address.

Identify drivers of customer satisfaction and develop/implement

improvements.

Lead and provide clear direction to team of data analysts

responsible for extracting and analyzing the data collected

through call analytics and quality recording.

Manage and own the technology and systems used within Quality

2009- through administration of the technology that affect customers.

2010

VANGENT INC, Chicago IL [short-term project]

Project Manager - Windsor Health Plan

Manager of Quality Assurance and call monitoring promoting new

and improved customer support service strategies and programs.

Led small teams and performed as track team lead for

intermediate projects. Ensured timely and accurate completion of

assigned duties and responsibilities of the team members to meet

the project leadership expectations. Managed project

integration, scope, time, costs and quality and communicates the

status, risk and issues associated with each to the correct

level(s) within the project structure and the organization to

ensure that the projects' outcomes were achieved as defined,

within budget and on time.

Determine and communicate QA efforts to be owned by Call Center

contacts; Provide consultative services to each Call Center

contacts as necessary to drive improvements in associate

effectiveness.

Develop and implement programs to eliminate unnecessary calls

and improve customer satisfaction.

Drive continuous improvement in monitoring efforts including

standardized templates for each queue or function, calibration

and associate training and coaching on critical attributes and

behaviors.

Identify drivers of customer satisfaction and develop/implement

improvements and/or enhancements.

2008-20 AMERICAN EXPRESS, Rolling Meadows IL [short-term project]

09 Call Center Manager

Managed call center staff of 150, with responsibility for

training curriculum selection, technical database, training

budget and training facilitation. Trained team leads, coaches

and floating instructors preparation and utilization of virtual

training environments.

Monitor & manage service levels and key performance metrics of

department daily.

Establish standards and expectations for department roles and

effectively communicate to members of team.

Develop and utilize reporting to effectively measure performance

and drive accountability of team.

Provide continual training and coaching to develop team members

and provide performance reviews, focusing on key metrics,

procedural compliance, and call quality.

Collaborate with relevant business units to develop and

prioritize value-creating tools and resources.

Propose and execute on process improvements which increase

efficiencies and drives customer loyalty.

2005-20 CHICAGO TRIBUNE, Chicago IL

08 Contact Center Project Manager

Instructional design and Training facilitation for the Chicago

Tribune Call Center staff at the Chicago Headquarters. Training

facilitation included classroom, one-on-one, e-learning,

webinars and train-the-trainer.

Successfully transitioned Tribune call center to outsourced

vendor in Manila Philippines 2006-2007.

Personally trained vendor customer services staff - 150 in the

Philippines.

Managed transition of call migration from Chicago to the

Philippines.

Recommend corrective action and/or solutions to customer

application questions.

Survey Specialist will assist with questionnaire and sample

design; systems design and implementation; and testing of survey

instruments

Developed cross-blend of learning solutions by conducting

audience needs analyses, certification processes, performance

support tools and job aids, blended learning programs and

meeting facilitation.

1997- CHP INTERNATIONAL, Oak Park IL

2005 Project Operations Manager

Project Manager for non-profit organization. Facilitation of

onsite training seminars for contract with government volunteer

programs - AmeriCorps VISTA & Peace Corps for the South Eastern

Region of the USA.

Project lead for AmeriCorps VISTA programs for the southeast

states.

Led team members in functional areas and those assigned during

the duration of a project to ensure timely completion of project

deliverables.

Conducted risk monitoring and controls during a project's

duration to ensure ability to achieve expected outcomes, on time

and on budget.

Prepared project documents: project plan, project charter,

scope, and project schedules and obtains appropriate level of

approval for each document for projects and/or sub teams

assigned to ensure appropriate understanding of expectations

among all involved organizational levels.

Developed project cost estimates and budgets for assigned

projects and initiates cost control measures to ensure projects

budgets are met.

Communicate project status to team and business owners

throughout the duration of the assignment and post

implementation to make certain all impacted stakeholders have an

understanding of risks, issues and activities related to the

project.

1989- AMERICAN EXPRESS, Norcross GA & Tampa FL

1997 Contact Center QA, Training & Development Manager

Managed training for call center staff of 250, with

responsibility for quality assurance, training

facilitation and HR employee relations

communication.

Monitor & manage service levels and key performance

metrics of department daily.

Establish standards and expectations for department

roles and effectively communicate to members of

team.

Develop and utilize reporting to effectively measure

performance and drive accountability of team.

Provide continual training and coaching to develop

team members and provide performance reviews,

focusing on key metrics, procedural compliance, and

call quality.

Quality Assurance management to ensure customer

service staff met/exceeded performance metrics.

Designed and facilitated monthly technical software

training sessions, including product knowledge

seminars, sales strategy and training.

HRIS Data maintenance, verification, LMS recording.

Facilitated Sr. Management Training seminars

including -Supervisors, Team Leads, Coaches.

Provided train-the-trainer seminars for all floating

Instructors preparation & utilization of virtual

training environments.

SOFTWARE & EDUCATION

MS Vista/Windows 7, Microsoft Office Suite/XP, Lotus Notes, MS Outlook, MS

Project 2007 & 2010, SharePoint, Salesforce, Adobe Photoshop & Captivate 3,

Go To Meetings, WebEx, NICE, Net Promoter, Qfiniti/ETalk-Advisor,

Ewitness and People Soft proficient.

MicroTrain Technologies - Lombard IL IT Systems Project Management

Certification

Loyola University - Chicago IL mini MBA - Executive Education

National-Louis University - Chicago IL B.S. Business Management

Rockhurst University CEC - Chicago IL Instructional Design

Certification

University of Georgia - Kennesaw, GA Meeting Planning Certification

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