P a g e * *

Jayashree Varada PMP, CSM

ad3ol1@r.postjobfree.com • 470-***-****

LinkedIn • Decatur, GA

Senior Program Manager / Program Director Profile

Strategic Program Manager / Director with a track record of spearheading multifaceted initiatives, optimizing operations, and achieving transformative outcomes through innovative leadership and collaboration. Results-oriented Senior Project and Program Manager with extensive 10+ year tenure steering ongoing initiatives and project efforts across matrix organizational environments. Expert in strategic planning, project management, and budget oversight. Experienced in overseeing project sequencing and timelines, tracking progress of workstreams to ensure timely releases, and supporting product and process design in collaboration with key stakeholders and cross-functional partners across organization. Leverage best practices and technologies to develop training and development solutions in response to corporate challenges of all complexities and yield tremendous performance improvements and cost savings. Proficient in stakeholder engagement, fostering strong relationships, and driving organizational objectives. Expertise in program development, risk mitigation, and resource optimization. Adept at implementing innovative solutions, enhancing operational efficiency, and maximizing ROI. Proficient in utilizing project management tools, facilitating seamless communication, and leveraging technology for streamlined workflows. Valu-oriented leader excelling in tech-driven solutions, global operations, and client satisfaction. Recognized for driving measurable results, fostering cross-functional collaboration, and ensuring program success. Areas of Expertise

• Project Management & Strategic Planning

• Budgeting & Financial Management

• Stakeholder Engagement & Agile Coach

• Data Analysis & Reporting

• Compliance & Regulatory Knowledge

• Risk Management

• Change Management

• Resource Allocation

• Performance Evaluation

• Process Improvement

• Program Evaluation

• Vendor Management

• Conflict Resolution

• Contract Negotiation

• Quality Assurance

Technical Proficiencies

Technology Roadmaps, PMP, CSM, CAL1, Agile Coach, ITIL, Kanban, Six Sigma Career Experience

R1 RCM, Georgia, USA Oct 2022 - Mar 2023

Senior Program Manager

Delivered strategic and tactical project and program management oversight in an agile environment. Facilitates projects from inception through delivery across multiple product lines. Supports IT, senior leaders, product owners, key stakeholders, and various other internal teams to achieve business goals. Defines project objectives, allocates resources, and articulates solutions. Communicates with cross-functional team members.

• Completed multi-factor implementation projects with few more remaining in progress and ahead of schedule affecting company employees

• Evaluated proof of concept (POC) for the multi-factor authentication (MFA) applications.

• Coordinate strategic planning, execution-related activities to drive critical strategies identified by Global and leadership team.

• Gather and organize information on problems or procedures

• Explore new strategic opportunities, in the course of program management to inform the future roadmap, for leadership consideration

• Design and implement center of excellence programs, project delivery methodologies, processes, and tools

• Monitor full portfolio of client engagements, escalate to senior leadership where required

• Ensured all engagements followed the correct process, utilize designated resources, templates and provide timely updates to internal and external clients

• Continuously increase velocity of successful implementations. P a g e 2 3

HPE, Toronto, Canada Nov 2013– Oct 2019

Senior Customer Project / Program Manager & Consultant to Rogers Communications Inc., Brampton, Canada Directed concurrent projects with cross-functional teams, showcasing exceptional organizational skills and recognition as proactive influencer in defining operational protocols. Applied strategic techniques to secure necessary resources within tight scheduling constraints, contributing to aggressive sales cycles and service delivery priorities alignment. Identified, managed, and mitigated project issues and risks, ensuring timely reporting to senior leadership, and orchestrating impactful Scrum meetings for effective cross-departmental communication. Managed implementation of various technological solutions, such as Device Entitlement Gateway (DEG) and Profile Server (SPS), enhancing data analysis capabilities and supporting HPE Test and Diagnostics Platform. Employed analytical and problem-solving skills to consistently deliver high-quality IT solutions across diverse stakeholder groups and geographical boundaries. Provided pivotal collaboration for Rogers' Common Services Architecture (CSA) Evolution, overseeing hardware and software upgrades.

• Orchestrated successful deployment of $7M+ Subscriber Profile Data Repository platform, enabling centralized access to subscriber information and critical services data, including Rogers ID to Account(s) mapping and subscription details.

• Engineered project timelines through project planning and seamless communication, achieving 99+% client satisfaction while implementing robust project management strategies for shorter delivery cycles and rigorous quality checks.

• Innovated Advanced Toll-Free Service (ATFS) database, enabling efficient toll-free number identification and routing for Rogers' network switches.

• Developed Subscriber Profile Data Repository platform, enhancing user data availability and facilitating service inquiries for Rogers Communications' business units.

• Implemented Tableau for Reports for self-service to clients

• Spearheaded high-performing internal onsite/offshore teams, guiding strategic objectives and maintaining business matrices while mentoring, monitoring, and delegating responsibilities. WSIB/CSPAAT, Toronto, Canada Aug 2011 – Feb 2013

Business Project Manager

Spearheaded Interactive Voice Response (IVR) policy overhaul, instituting a centralized inquiry triage system and engaging policy analysts based on complexity. Managed CTI and VXML for IVR, crafting a comprehensive RFP document and overseeing procurement of IVR Contact Center Agent (CCA). Led Centralized Reporting and Documentation Project (CRDM), coordinating workforce, quality, and Telax activities. Identified and rectified manual direct deposit processes, advocating for automation and facilitating collaboration between IT and business units. Orchestrated strategic upgrades for Telax and CCA roll-out, ensuring version control across WSIB for efficient access and management. Directed SharePoint knowledge consolidation, facilitating centralized access to evolving WSIB guides, procedures, and policies.

• Directed cross-functional teams of 15 across WSIB and vendor infrastructure, overseeing planning and execution of projects up to $2M. Work closely with stakeholders at all levels including business leadership, executive teams, project teams, and business users (on Avaya and Telax).

• Develop project charters and managed business goals. Manage budgeting, project planning, and resource planning.

• Streamlined 1000+ WSIB 1-800 numbers into 10, minimizing routing complexity and ensuring communication continuity through transitions.

• Become the in-house expert on available technology solutions in the areas of Contact Center. Develop strong relationships with business units and contractors for the express purpose of migrating the Contact Center to a new Contact Center solution

• Lead internal business and technology updates, produce status reports, and provide verbal and written communications on performance.

• Initiated call routing through IVR for 1400 case managers, securing a $2M budget for Telephone Quality Systems (TQS).

• Executed Six Sigma pilot to reduce misdirected calls, achieving significant COPQ savings of $228,807/year by February 2013.

• Engaged in Reporting and Analytics Project Management (RAPM) to optimize workflow and request handling within the SharePoint portal.

Smart Simple Software, Toronto, Canada Feb 2009 – May 2011 Senior Project Manager, PMO

As Senior Project Manager in the PMO at Smart Simple Software, played pivotal role in the successful execution of health industry-related projects. Led multiple teams of subject matter experts in delivering high-value projects for top-tier clients like the Great Weston Hospital, Aviva, and CTC. Implemented modern review and quality assurance processes based on project management methodologies to ensure efficient execution of consulting engagements. P a g e 3 3

• Recognized for strategic vision, successfully set up an offshore support center office in India, enabling the recruitment, training, and management of 15 direct reports.

• Expertly delegated project tasks to team members based on their unique strengths and professional goals, optimizing team productivity and project success.

Rogers Communications, Toronto, Canada Aug 2007 – Sep 2008 Program Manager, Credit Operations PMO

Oversaw array of project implementations within the Credit Operations PMO at Rogers Communications, ensuring project objectives were met while managing resources, risks, conflicts, timelines, and expenditures. Directed strategic oversight of IVR customer self-serve enhancements, contributing to improved customer service and operational efficiency. Successfully managed the Aurora cable acquisition and Multiple Unpaid Account business transformation projects, demonstrating strong project management and strategic planning skills.

• Achieved 100% SLA targets through effective performance management of project deliverables.

• Reduced manual BA work by 80% and slashed expenditures by 45% through use of dashboard reporting.

• Implemented automation of client requests, significantly improving metrics for quality, operations, and finance.

• Devised successful redesign of invoices and integrated Futureway, leading to streamlined operations and enhanced data management.

• Implemented reporting automation and dashboard, reducing manual BA work by 80% and improving data visualization and decision-making processes.

• Successfully led large cross-functional teams to 99% proficiency level, focusing on various business components including IVR customer self-serve enhancements, invoice redesign, Aurora cable acquisition, Futureway Integration (FCI), Reporting Automation and Dashboard (RAD), and Multiple Unpaid Account business transformation projects.

• Experience in leading operations teams across various operation sites

• Experience overseeing and growing customer-related operations including customer services and field services

• Knowledge of how to leverage data analytics to support change management and standardize procedures Additional Experience

Project Manager, Qlogitek Inc., Toronto, Canada

Implementation Support Specialist, Eds, Toronto, Canada Education

Bachelor of Science (B.Sc.)

Bangalore University, Bangalore, India

Certifications

Agile coach certification

PMP, Diploma in Project Management, Project Management Institute (PMI) Scrum Master Certification (CSM)

Certified Agile Coach (ICP - ACC)

Certified Agile Leader (CAL1)

Kanban / Agile Certification

Durham College CompTIA Project+ ITIL 2011 (Foundation) Six Sigma Green Belt Certification – In-House, WSIB Diploma in LAN Administration & Network Specialization, CDI College American Sign Language (ASL), Bob Rumball College

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