Vice President Project Management

Joslynn Williams-Thompson

Address: Plano, Texas *5023

Phone: 469-***-****

Email: ***************@*****.***

Objective:

Desiring an opportunity where I can effectively utilize my vast areas of expertise as well as continue to enhance my knowledge and business relationships.

Qualifications Summary:

Outstanding communication, analytical and presentation skills. Excellent motivator and leadership professional with a versatile skillset developed through various managerial experiences.

Professional Experience:

Problem Solving: Demonstrated ability to identify and solve complex issues through innovative and effective solutions.

Technical Proficiency: Skilled in MS Office Suite, Salesforce, CAD, and other applications/software systems.

Compliance Knowledge: In-depth understanding of compliance requirements, privacy laws, and the ability to ensure organizational adherence to regulations.

Project Management: Experienced in managing projects from conception to completion, ensuring timely and successful outcomes. Implemented process improvements resulting in increased efficiency and productivity.

Adaptability: Comfortable navigating and utilizing various software systems to meet business needs.

Education:

Sanford Brown College -Associates of Applied Science in Criminal Justice (November 2011)

Certified in Lean 6 Sigma (January 2019)

Work Experience:

Assistant Vice President of Operations: May 2018 – April 2023, Genpact, Richardson, Texas

Responsible for the satisfactory performance and retention of 24 direct employees and 500 indirect employees.

Ensured company and client compliance guidelines were maintained, as well as employee safety protocols.

Reviewed, monitor, and maintained the company’s operational and production processes to ensure service level requirements were met and/or exceeded.

Enforced and enhanced production performance, which ensured high quality deliverables based on client expectations.

Regularly coached and developed agents, front-line managers, and operations managers to maintain performance standards.

Implementation of morale boosters, performance rewards, and open door policy for all levels of management.

Conducted meetings with upper level management and clients regarding key performance indicators, quarterly projections, and insights to make the organization better.

Operations Manager of Client Services: September 2015 – May 2018, Faneuil, Dallas, Texas

Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems

Designed quality regulations and evaluations based on monitoring of data flow

Set and verified standards of quality and testing procedures – reviewed and modified quality assurance programs and tested performance according to user’s specific requests and data inputs.

Continuous coach and development of agents to exceed metrics for departmental goals.

Escalate any financial issues as to ensure no financial impact for Faneuil.

Assist agents in inquiries by researching & locating accurate information

Increase productivity by 10%.

Supervisor Emergency Dispatch Operator: June-2013-September 2015, Monitronics Inc, Dallas, Texas

Receive and prioritize calls and complaints from the public concerning crimes, fires and emergencies; question the caller to determine the nature of the problem.

Dispatch personnel and equipment to scene of emergency while maintaining radio contact, scan status charts and computer screen to determine units available. Knowledgeable of all MAS systems

Perform follow-up on dispatched inbound and outbound calls. Perform historical data and background searches in order to safeguard the responding emergency personnel and citizens.

Perform call taker duties consisting of receiving detailed information from citizens requesting police or other emergency service, entering this information into the CAD system, processing this information, and giving any applicable instructions to the citizen.

Police Dispatch Training Supervisor: October 2011 – June 2013, City of Milwaukee, Milwaukee, WI

Selected, trained, developed, supervised and evaluated personnel within assigned location(s) emphasizing company standards of professionalism and safety.

Effectively cross-trained associates in areas of security and information gathering as it relates to prioritizing 911 calls for dispatch of emergency services.

Reviewed data entered into the CAD system for accuracy and proper protocol methods.

Communicated productivity standards and maintained productivity records for detective and On Duty Dispatcher while on patrol

Investigated evidence of unlawful activity to policy or other entities relating to the security of the public as well as company assets.

Office Manager: September 2007- October 2010 Fiserv, Milwaukee, WI

Maintain human resource files, employee time off records, and perform other HR duties.

Update and maintain project filing system and employee payroll records.

Update, maintain and keep current with vendor insurance policy records.

Communicate effectively with clients, vendors, and other key business associates.

Research software needs, find best pricing and purchase. Interface with Information Technology (IT) consultant to resolve IT issues.

References available upon request

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