DOLORES DELANY

acw9vs@r.postjobfree.com 770-***-****

PROJECT MANAGER

Project Manager with 12+ years of top-flight experience maximizing efficiencies and productivity through analysis of metrics, project charter, budget, timelines and goals particularly in finance and insurance arenas. Experienced in partnering with leadership team and fostering new client relationships through lifecycle and marketing of same. Plans, monitors, negotiates, facilitates and manages project details and tracking reports through completion. Manages escalations and minimizes project risks. Facilitates scrum meetings as well as communicates project status.

Career Highlights:

Process Improvement: Motivated callers to refer to an informative website that provided 24/7 updates. The system identified key customer questions received by inbound call center. The requested information was posted to the website, resulting in reduced incoming call volume (Assurant.)

Customer Service: Developed web-based, internal product reference tools to support call representatives as they responded to customer inquiries including sales. The system was enhanced to recognize repeat service calls to better facilitate customer needs and identify cross-selling opportunities (AT&A and Assurant).

Analytics and Performance Management: Tracked and measured processes to identify improvement opportunities, historical data, SLA metrics as well as stretch goals. Developed industry best practices and supportive training as needed to close sales. (Colibrium, NCR, Assurant and AT&T.)

Staff Development: Developed and formalized skill sets, training, mentoring and career opportunities for call-center representatives, implementation coordinators, and supervisors to maintain accountability during project/service deliverable and minimize turnover. (Colibrium, NCR, Assurant, AT&T.)

Project Management Operations: Prioritized IT requirements and performance when implementing new system conversion (including: OMS, CRM, ACS, ERP) ensuring overall customer experience and system responsiveness/recovery as well as: managed high volume customer priorities, customer hold time, monitoring of interactive ACD (voice and chat), and web activity. 95% improvement scores on 1st call resolution, agents responsiveness (empowerment, system knowledge, resolution and sales) aligning training to complement new processes and procedures. (Colibrium, NCR, Assurant, AT&T.)

Career Strengths:

Strategic Organizational Planning & Visioning Partnering with BPOs Corporate Culture Change Management

Facilitated Agile Process System & Scrum Meetings Project & Process Improvement Training & Development

Certified Six Sigma and Lean Deployment Cross-Functional Team Building/Leadership Financial Management

CHANGE/PROJECT MANAGEMENT (Contract Positions) 6/2015 – Present

Support the development of the engagement pipeline with key clients and sales leaders. Collaborated with leaders in Sales, Product Managers, and other internal organizations to identify solutions and recommendations to address client issues. Utilized qualitative and quantitative data analysis tools, including client interviews, and mapping to identify process issues. Prepared high quality client presentation and facilitated process assessment workshops. Ability to negotiate and influence key personnel across multiple business units and geographies, while influencing positive culture change through awareness, understanding, acceptance and engagement. Lean, Six Sigma (Black Belt) certification and Masters in Organizational Development. Management experience in call centers, insurance and financial services.

COLIBRIUM, (Insurance) Atlanta, GA 12/2014 – 3/2015

Project Manager (Contract Position)

As Project Manager for this BPO I defined and clarified project scope, key deliverables, budget, schedule, priorities and risks on multiple projects including a newly formed partnership between project stakeholders and project sponsors. Ensured software development results based on healthcare enrollment quality standards and compliance. Responsible for delivering consumer services that supported individual client enrollment tracking needs on time, on

DOLORES DELANY PAGE 2-770-***-**** acw9vs@r.postjobfree.com

budget and within scope. Projects were fast paced and varied depending on client size and complexity of CRM designed solutions (product or services.) As single point of contact to the customer team, clarified project requirements, available resources, and existing assets to leverage. Partnered with IT on system processes including: set-up/configuration, onboarding applicants, escalations and compliance. Facilitated scrum meetings. Consulted on center operation processes and procedures in support of open enrollment period, including system training, center QA results, and implemented weekly best in class SLA report analysis. Managed third party vendor relationships. This was an established Agile team and my role was to facilitate scrum meetings including: current state of the project schedule by comparing the amount of work delivered/accepted, against the elapsed time cycle of work to be completed and reprioritize the remaining work plan (backlog.) I managed the actual changes as they occurred via a scheduled daily team meeting and one-on-one solutions meeting as needed.

NCR, (IT/Finance) Duluth, GA 9/2013-6/2014

Deployment Services/Project Manager

Managed cross-functional project teams in the deployment of key deliverables in the retail and financial services arena ensuring equipment and technicians were available for installation, as well as making sure certification, entitlements, contract terms and conditions were negotiated/coordinated for service implementation. Multi-tasked and prioritized work in a fast paced environment based on business needs, commerce and security. Recruited, trained and developed multiple teams including the buffer workforce. Partnered with sales and territory managers on deliverables and escalations to ensure work was completed on time and in a cost effective manner. Facilitated meetings to discuss challenges with equipment and resources to complete the work as well as escalations, and unique customer site needs to minimize installation problems. Regularly tracked and communicated project status updates to stakeholders and team members. Drove targeted performance improvement projects applying a wide range of process improvement tools and best practice techniques to enhance consumer services processes, manage resources, costs and support growth.

Key Achievements (NCR continued):

Analyzed end user reports for efficiencies and timeliness. Revised system reporting source to reflect weekly gaps in service, potential trends and more timely resolutions.

Implemented Lean Six Sigma coaching, mentoring and training to sustain business process improvement and consistency in Implementation Coordinator’s role.

Translated customer objectives into detailed deployment plan that included end-point software roll out.

Partnered with technology team to ensure resources were available to meet deployment deadlines.

Contractor Positions, (BPO) Lawrenceville, GA 9/2008-12/2013

Operations Manager/Consultant

Managed day-to-day operations and work flow as a contractor in service and call center environments. As business consultant implemented opportunities for process improvement. Provided new hire orientation and training. Partnered with IT team on website improvements/daily specials. Positions were completed over 3 and 6 month periods respectfully (exception: 10 months with Grey Publishing.)

ASSURANT SOLUTIONS (BPO Insurance), Atlanta, GA 9/2005-6/2008

Client Services/Project Manager – Operations

Consulted and collaborated with Fortune 500 clients to provide value-added solutions to enhance the overall customer experience. Served as point of contact with BPO clients, 3rd parties, and internal departments regarding service process, procedures, risks, deliverables and escalation resolution. Partnered with IT regarding system updates, priorities, and timelines based on analysis and audits. Project managed improvements to completion. Provided internal process consultation regarding overall function structure, resources, training, key performance indicators and compliance readiness. Guided change initiatives focused on maximizing highest potential gain for the organization by utilizing Six Sigma and Lean tools and techniques. This Agile project iteration included HRIS system development, integration/testing, demo release, stakeholder and client’s feedback, change implementation and system testing.

DOLORES DELANY PAGE 3-770-***-**** acw9vs@r.postjobfree.com

CAREER EXPERIENCE (continued)

Key Achievements:

Project managed a new website system conversion impacting the way customers ordered and tracked repair/fix items using OMS and ERP. Customers could track repair process 24x7 and departments could track repair, inventory, order parts and shipping.

Deployed customer centric, value-added solutions by creating customer profiles that reveal insight to emerging trends as well as implemented CRM tracking systems to enhance call transfers to correct departments.

Initiated seamless integration of the business client’s perspective of high-quality, customer experience into company deliverables.

Lead center best-in-class customer and service management initiatives.

AMERICAN’S HOME PLACE (BUILDER), Gainesville, GA 9/2003-7/2005

Call Center Manager

Managed and achieved strategic and tactical operation initiatives to assist the customer center with the continuous assessment of metrics and performance in contrast with multiple and constantly evolving business objectives. Established center process standardizations and workforce management systems to meet strategic plan initiatives. Facilitated overall profit growth and expense goals. Created incentive plans to motivate employee performance. Conducted performance evaluations/appraisals, salary and workforce transitions.

Key Achievements (American’s Home Place):

Measured and analyzed operational results in order to initiate corrective action as necessary.

Developed and implemented employee orientation and sales training programs to improve business knowledge and technical skills. Partnered with IT team to implement new technologies and center operation reports.

AT&T, Atlanta, GA 12/1992-12/2002

Operations/Project Manager

Consulted with contact center clients to market areas of strength, business opportunity, profitability and growth.

Partnered with new clients to improve operations and sales methodology in contact centers.

Project managed new website system conversions with time limit issues successfully, based on attention to detail, meeting deadlines, ability to work under pressure and ability to manage multiple tasks through completion. Communicates effectively with senior executives and vendors.

Consulted with outsourced centers to improve business results.

Executed contact center-wide metrics to help align organizational revenue/growth objectives.

Partnered with Finance Team on implementation of ACS and ERP systems to track education costs, accounts receivable, collection strategy and compliance.

Defined best in class activities to effectively manage daily operations goals/metrics.

Deployed customer centric, value-added solutions by creating customer profiles that reveal insight to emerging trends. Implemented CRM tracking systems to enhance call transfers to correct departments.

.Increased customer and employee satisfaction ratings to 95% (more than satisfactory) that increased web chat activity.

Led call center skills training for 225 specialists as well as leadership development programs for managers (all participating in an executive teleconference contact center.)

Designed and developed performance-based training programs, reducing average new hire training period.

Managed cross-functional teams to reach optimal alignment with AT&T’s strategic goals.

Guided change initiatives focused on maximizing highest potential gain for the organization by utilizing Six Sigma and Lean tools and techniques.

EDUCATION

Master of Arts, Organizational Management – UNIVERSITY OF PHOENIX, Phoenix, AZ

Bachelor of Arts, Applied Behavioral Science (with honors) – NATIONAL-LOUIS UNIVERSITY, Atlanta, GA

Certified Six Sigma Black Belt

Certified Focus Group Facilitator

Certified DISC and Myers Briggs

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