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Project Manager Customer Service

Spokane, Washington, United States
March 20, 2017

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High Potential Project Manager Professional

Project Manager 2012- 2014

Glyph Translation Services- Spokane WA

Managed consolidation of multilingual translation projects (Budget over $2 million)

Directed and managed project development from original concept through final implementation (Plan, execute and finalize projects according to strict deadlines and budgets).

Ensured great customer service to current and future customers.

Structured and negotiated important translation contracts with multiple customers, generating over 40 % benefits and reducing costs.

Led translation, proofreading and quality assurance projects (English-Arabic/English-French/French-Arabic).

Prepared, processed and coordinated geopolitical terminology of multiple languages.

Training & Performance Manager 2011-2012

Cnia Saada Insurance Company-Morocco

Championed turnaround and restoration of company’s development and training process and managing internal performance (Budget $3,500,000 / 650 employees)

Generated $1,000, 000 in annual savings by employing new procedure which streamlined the training engineering within the company and considerably reduced absenteeism rate.

Negotiated $200 000 off the shelf training contracts generating 20% savings.

Led successful mission of recruitment, training, orientation and onboarding of new hires for insurance call center (volume of 20 000 calls a day).

Conducted and implemented targeted training sessions using the ADDIE process

Provided and presented monthly Training & Performance reporting statements to Senior Management.

Managed budget forecasts and provisions for company yearly strategic training plan.

Developed a needs assessment process and created instructional design process with appropriate delivery methods of post training evaluations.

Recommended solutions for performance issues for below expectation employees and supervisors.

Collaborated closely with support to Department Managers in responding to daily personnel issues.

Undertook and conducted trainings to leadership about new ways of management helpful to problems solving in their areas of competencies.

Developed a full package approach (In house) to internal insurance training.

Negotiating, analyzing and reviewing contracts with training providers.

HR Generalist 2003-2011

Merck Sharp & Dohme Pharmaceuticals (Morocco, Tunisia & FWA)

Conducted and implemented HR Strategy on a regional African level during Merger period(Budget $400 000/250 employees)

Secured successful Recruitment & Staffing mission on a regional level (Morocco, Tunisia and French West Africa).

Negotiated strong biannual contracts with regional staffing agencies reducing hiring costs by 30%.

Structured and supervised monthly payroll, benefits and retirement plans.

Conducted Compensation & Benefits harmonization during Merger helping drive $2 million overall company savings.

Reengineered and implemented post-merger company salary structure, job description and accurate mapping system.

Encouraged Change Management and conducted Think Tanks on successful post-merger best practices via workshops.

Designed, developed and implemented training development courses using the ADDIE process.

Ensured monthly regional headcount reporting and responded to different compensation regional inquiries.

Provided advice, assistance and follow up on company’s policies and procedures.

Implemented and ensured reporting of OSHA Company’s incidents.

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