Project Manager Customer Service
Resume:
Dear hiring manager,
Project Management Office leader, with a Passion for building high-performing teams, improving processes, managing portfolios and strategic planning.
I have been a PMO leader for the past seven years and a leader in IT for 25 years. One of the most important skills I've learned is how to create a high-performance environment for my teams. This is one of the areas in which I excel, but it is also the area I most enjoy. As a leader, I also, love to get results whether it's delivering quality solutions that serve the business needs, partnering with other organizational leaders and key project stakeholders to bring about change, and helping my team to reach their potential. I am not only doing what comes naturally to me, I am also doing what I most enjoy.
I've been interested in your organization and respect your mission, vision and values as they closely align with my own. This not only impressed me, but it also gave me extra incentive to apply for this position. I am willing to relocate for the right organization and opportunity. I would like the opportunity to discuss this position with you in detail, during a personal interview. I can be contacted at 704-***-**** to make arrangements.
Sincerely,
Rhonda V. Evans
Rhonda V. Evans
P.S. The role of the project management office is an important one in any organization and in healthcare, it’s crucial to patient safety. I look forward to learning more about your organization, and of your project management office needs.
Rhonda V. Evans
PROFILE
An innovative and proven leader with 20 years’ experience in project management and 7 of those as an IT PMO manager in two different organizations and industries. My focus for the last 6 years has been portfolio management; managing a large portfolio of clinical projects with deliverables across a 15 hospital system, developing and cultivating high-performing teams of project management professionals, process improvement and partnership building across the organization. My experience in Information
PROFESSIONAL EXPERIENCE
Novant Health Indian Land, SC March 2007-present
ITS Project Management Office, Manager March 2011-present
Built and lead high-performing team of 21, consisting of project management professionals (project managers, business analysts and project coordinator)
Developed the business analysis capabilities and grew the role from 1 to 6 with clear delineation of roles between the project manager and business analysts. Moving the project manager role back to managing scope, cost and schedule and the business analysis to defining and implementing the business need
Focus on team building through career development; defined competencies and performance roadmaps tailored to individuals’ strengths and opportunities
Developed a very successful formal mentoring program and on-boarding process
May 2015: my team earned a Tier 1 distinction from Press-Ganey with both employee and manager scores both above Nationwide and Corporate scores (54%) and (67%), respectively
Manage a portfolio of on average, 40 large-scale, acute clinical projects per year with an annual budget of approximately $6M
Partner with key stakeholders to understand their business needs and the path to realize their goals and objectives
Assisted in the development of the Portfolio Management/business case start-up process and annual contributions towards each new portfolio year
Sought feedback from business partners on several process improvement initiatives over the years to ensure that IT and the PMO is seen as a collaborative partner; focused on the right information for the business and the right method
Involvement in the continuous improvement of our methodology as a team and from a grass-roots approach
Nakoma Consulting/Novant Health Sr. Project Manager March 2007- March 2011
Managed 10 large scale, multi-year clinical projects (with $14M total budget) and implementation across the 12 facility footprint
Worked closely with all project stakeholders, to achieve the overall goals of the projects.
Brought in on several projects to analyze and “course-correct” the direction of the project. Worked with project team members to quickly assess and correct problems.
Provided mentorship and on-going training to the PMO team, across several process areas
APEX Consulting Group Charlotte, NC June 2006- Mar 2007
Technical Delivery Lead (Sr. Project Manager) Consultant to Bank of America
Managed multiple software development projects utilizing Six Sigma DMAIC Methodology
Worked closely with business partners and change managers as well as managing the off-shore and internal technical teams, which consisted of architects, developers, business analysts, quality assurance and support resources
Managed four projects ($25M), delivered on time and 2% below budget
International Lifestyles Hollywood, FL April 2004- June 2006
Manager, IT – Hotel and Reservation Systems (Sr. Project Manager)
Responsible for all application support and development for all resorts
Managed the implementation of new software on-site, as well as support post cut-over
Interval Software Services South Miami, FL 2001- 2003
Sr. Project Manager
Managed large scale projects for senior leaders
Team consisted of 15 developers, 10 business analysts. Smaller teams were created from a pool to work on new development, core maintenance, or client data conversions.
Executive dashboard reporting to senior leadership
Vitaver and Associates Plantation, FL 2000- 2001
PMO Consultant to American Express
Worked with clients to understand the business model, recommend a business and technical solution
Managed “on-site” team of 4 project managers, 3 technical writers, and 20 developers m
Developed new business opportunities and had repeat business from 80% of customers
Data Access Corporation Miami, FL 1999–2000
Documentation Manager (Sr. Project Manager)
Team was responsible for all electronic and manual training aides for software development tools with the target audience of developers. Managed in-house technical writers, as well as translators, and interfaced with developers both in-house and in multiple countries.
Athena Software, Inc. Miami Beach/Pembroke Pines, FL 1992–1999
President
Software consulting firm with focus on VB/SQL development projects, including; project analysis, project management, technical writing, training and support
Clients included; Burger King Corporation, EDS, ProxyMed, One-Write Plus, SoftKey International and Victors International. Some of the projects included; supply management, loan management, on-line forms, web applications, and retail sales management
Tiger Software/BLOC Publishing Coral Gables, FL 1989-1992
Director of Technical Services
Managed a call center of 10 technical support representative and improved the quality of customer service by drastically reducing call wait times (by 70%); cross-trained staff, rotated representatives through various support lines for additional experience, and to reduce burn-out, added other methods of providing support; fax, internet forums, and the creation of a first line of support process.
Technical Writing and Training departments were brought under my management. Created several money making ventures; after-market manuals for our technical products; quick reference guides, performed in-house conversions, and sold upgrades.
Technical Services’ successes were recognized organization-wide as a model department for quality of service, initiative, and revenue generation, and a luncheon was held in honor of this distinction for us.
Customer Service was added into the fold with 20 customer service representatives with two shifts. Reduced the number of complaints, and dropped call rates by implementing some of the same policies as were applied to the technical call center.
Nova University, formerly Southeastern University
for Health Sciences
North Miami, FL 1988-1989
MIS Director
Managed department resources, and manage day to day IT operations
Maintained internally developed applications
TKS Corporation Miami, FL 1981-1987
Director of Technical Services and Training
Started out as a technical support representative, and then promoted to Installer/Trainer, and later, Director.
Established the Technical Support Call and Training Centers; managed 15 support staff, and 4 trainers
Managed day to day operations; coordinated training, testing, documentation and support schedules
Onboarding and development of new employees as well as provided on-site and in-house training of end-users (Optometrist, Ophthalmologists, and Optician staff).
EDUCATION
Ashford University
Bachelor’s Degree in Psychology (3.97) with a minor in Organizational Management (4.0)
SKILLS
Strategic Planning (10+ years), Building High Performing Teams (10+ years), Program/Project Management (10+ years), Portfolio Management (7 years), Analysis and Critical Thinking (10+ years), Process Improvement (10+years), Stakeholder Management (10+ years), Budget and Forecasting 8+ years), Change Management (10+ years)
PROFESSIONAL MEMBERSHIPS / TRAINING
PMP Certified since 2005, CBAP Certified since 2015, ITIL Foundation v.3 since 2013
Member of the PMI Institute, South Florida and Charlotte, NC (Metrolina) Chapters
Member of the IIBA (International Institute of Business Analysis Professionals)
Member of the Information Systems Specific Interest Group of
PMI (ISSIG)
Member of the (APA) American Psychological Association – Student membership
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