Engagement manager, communications manager, customer service manager

Anagha Davalbhakta

**** ******* *** **********, ** 30022

309-***-**** ********@*****.***

PROFILE

Results driven business consultant, program manager, and organizational leader with a strong business acumen who is routinely selected to both lead and contribute to high priority assignments and strategic initiatives. Expert in the design and execution of enterprise-wide change management programs and communications strategies. Skilled in client-facing engagements, professional services delivery, and corporate operations.

Special interest in the development of processes and methodologies to implement business solutions. Expertise includes gathering information, analyzing business needs, developing requirements, and coordinating procedure design, review, training, and deployment. Proficient in talent management, team development, performance improvement programs, and quality standard practices.

Proven to be an effective collaborator at all levels of an organization and across business units including executive leadership teams, business managers, program leaders, client sponsors, and end users. Committed to excellence in both internal and external solution delivery. Willing to engage and share expertise within the team while leading the organization to success. Exceptional critical thinking, problem solving, and analytical skills with a demonstrated ability to develop hypotheses and to present well-supported innovative and practical solutions.

EDUCATION

Masters of Science, Communications • Illinois State University (2002)

Post Graduate Diploma, Journalism & Communication Studies • Symbiosis Institute • India (1999)

Bachelor of Arts, Major: Sociology – Minor: Psychology • University of Pune, India (1993)

CERTIFICATIONS

ITIL V.3.0 Foundation Certified (2011) PROSCI Change Management Certified (2012)

Certified Professional Career Coach (CPCC) (Target: Qtr 4 2016) Project Management Professional (PMP) (Target: Qtr 1 2017)

CORE COMPETENCIES

Program, Project, & Strategic Initiative Management

Enterprise-Wide Strategic Initiative Design, Planning, & Execution

Development of Schedules, Deliverables, Service/Quality Levels

Personnel Development, Training, Coaching, & Mentoring

Team Recruitment, Building, & Talent Retention

Delivery of Client-Facing Professional Services Engagements

Vendor, Team, & Client Management Leadership

Technical Writing & Content Management

Cross Functional Business Analysis & Requirements Gathering

Development & Application of Business Processes & Standards

Adjudication of Policies & Procedures

Change Management Strategies & Enterprise Coordination

Corporate-Wide Presentations & Communications Strategies

Lessons Learned Practices & Performance Improvements

Crisis Management & Issue Resolution

Collaboration & Relationship Building

TECHNOLOGY

Microsoft Office Suite: Word, Excel, Access, Share Point, PowerPoint, Outlook, Publisher PeopleSoft Main Frame Based Apps

PROFESSIONAL EXPERIENCE

TEKSYSTEMS BLOOMINGTON, IL 2011 – PRESENT

CONSULTANT MANAGER (2013 – PRESENT)

Lead and manage a team of 100+ employees delivering professional services for a global, leading provider of IT staffing and services for one of Fortune Magazine’s “100 Best Companies to Work For.” Also serve as liaison for a Key Client Account (State Farm, an Insurance and Financial Services provider).

Personnel Management

Manage staff resource planning. Point of contact for the resolution of resource issues, performance problems, and conflicts.

Collaborate in the design, development, implementation, evaluation, and communication of training and leadership materials such as orientation guides, policy and procedure manuals to ensure that business requirements are addressed.

Partner with leadership to negotiate compensation contracts and work with Account Management team to develop consultant annual reviews and performance feedback.

Personnel Development

Advocate practices improving team effectiveness, systems thinking, personal mastery, employee engagement and continuous improvement

Contributes to the development, maintenance, and consistent application of standard processes across the organization to enhance the customer experience and promote successful engagements.

Displays strong business acumen and stays current on talent mentoring and developmental strategy.

Partners with colleagues to implement training and development programs to support organizational strategies.

Engagement & Client Management

Manages the client relationship as the primary strategic contact and entrée into the organization during an engagement.

Monitors the consultant’s delivery against the schedule, quality, and scope to ensure that the services conform to contractual obligations.

Builds collaborative, sustainable, and productive relationships with clients while seeking to understand client situations, issues, and expectations. Monitors and evaluates client feedback.

Achievements

Leading the corporate initiative “Special Projects for Enhancing and Improving the Consultant Experience” (2013 – Present).

Key contributor to a new corporate strategic initiative (Consultant Management Program) focused on improving project performance. Developed and executed procedures for capturing lessons learned, extracting and prioritizing action items, identifying areas for improvement, and improving visibility into special projects.

CONSULTANT (2011 – 2013)

Provided professional consultation services for a key client account (State Farm, Insurance and Financial Services).

Achievements

Successfully led design, execution, and adoption of a Unified Communications (UC) strategy to 165K end points in the Contact Center. Fulfilled multiple roles in the program as the Lead Organizational Change Management and Communications Analyst: Project Lead, Business Analyst, Change Adoption Lead, and Liaison between business teams.

-Directed enterprise-wide Change Impact Analysis to identify requirements. Worked across business areas to analyze minimal metadata elements required for efficient tagging and retrieval

-Designed and implemented change strategies. Identified change impacts to people, process, policy, and structure.

-Designed, developed, and executed strategic and tactical communications strategies, content, and plans. Content included memos, publications (Keynotes, CE Digest and Mass mail), and presentations.

-Contributed content to knowledge items (KIs) and kept KI writers abreast of potential impacts to KIs.

-Collaborated with sponsoring executives in organizational change management activities to enable a common understanding of changes and benefits.

-Partnered with business areas to provide subject matter expertise for Change Adoption interventions prior to deployment to end users.

-Coordinated post-deployment survey analysis and lessons learned sessions to identify strategies for continuous improvement, organizational readiness, and long term sustainability.

LINCOLN COLLEGE ADJUNCT FACULTY NORMAL, IL 2010

Taught a 300 level Speech Communication class and presented workshops/lectures to a diverse learning community.

ILLINOIS STATE UNIVERSITY NORMAL, IL 2002 – 2011

ASSISTANT DIRECTOR, DEAN OF STUDENTS OFFICE (2010 – 2011)

Coordinated development, interpretation, and enforcement of policies, procedures, and expectations with individual students, faculty and student organizations for a public university with 18K+ undergraduates.

Management

Supervised the Student Outreach and Programming group. Actively involved in the recruitment/training of student leaders.

As the conflict and dispute resolution intake administrator addressed student, faculty, staff, and community member concerns. Managed and resolved controversial, multifaceted, and complex issues.

Served as a mediation officer for the campus community, students, and faculty.

Personnel Development

Served on campus-wide employee talent search committees.

Developed and executed retention and engagement strategies including staff training sessions promoting quality, establishing standards, and identifying performance gaps.

Advised and trained faculty, students, and administrators for the University Hearing Panel.

Achievements

Chair of the Award Selection Committee for the Commitment to Diversity Awards (2011).

Member of the Bloomington-Normal Campus Community Committee (2010 – 2012).

RESIDENCE HALL COORDINATOR (2002 – 2009)

Supervised, managed, and trained a staff of 18 undergraduate students and two para professionals for a state university.

Achievements

Served on employee search committees identifying requirements and acquiring talent for the department.

Board Member of the University Grievance Panel (2006 – 2009)

Faculty Advisor: African Student Association (2007 – 2008), Indian Student Association (2006 – 2009)

Received the “Impossible to Measure Award” (2009), the “Bright Idea Award” for Conceptualizing Staff Blackboard Training (2008), the Advisor of the Year Award (2006 – 2007), and the Outstanding Mentor Award (2005 – 2007).

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