Program Manager
Resume:
Joan Cabezas
Program Manager
****.*******@*******.*** • 917-***-****
https://www.linkedin.com/in/janncabezas/ • Richmond, United States Seasoned global program director with over 15 years of expertise in orchestrating transformative business programs and managing multi-million-dollar contracts. Known for delivering results through adept negotiation, strategic planning, and effective stakeholder communication. Proven track record in overseeing complex outsourcing projects, optimizing resource allocation, and driving continuous improvement. Excel at using data analytics to uncover opportunities and risks, securing significant cost savings, and enhancing operational efficiency. Demonstrated success in heading cross-functional teams, implementing standardized methodologies, and fostering high-value client relationships. Areas of Expertise
● Global Program Management
● Data Analytics and Performance Metrics
● Stakeholder Communication and
Management
● Project Portfolio Management
● Cost-Benefit Analysis
● Contract Negotiation and Management
● Service Delivery and Operations
● Business Transformation
● Transition Management and Solution
Architecture
Professional Experience
Microsoft
Manager, Global Support Delivery
2020 — Present
Direct global business programs, implementing landing and communication plans while ensuring SLA/KPI compliance. Administer the Rhythm of Business (RoB) to streamline communication and responses across international teams, including Engineering and Supply Chain. Deliver engaging presentations on intricate initiatives to stakeholders, partners, and global clientele, securing buy-in through data-driven performance metrics (OKRs and KPIs). Perform cost-benefit assessments to measure performance against value drivers (P&L and ROI) and utilize data analytics to uncover risks and opportunities.
● Oversaw $300 million in annual contracts, negotiating favorable terms that generated significant cost savings and improved operational efficiency, earning commendation for outstanding performance.
● Provided training and mentorship to global teams, accelerating effective communication and problem-solving skills in a dynamic environment while spearheading continuous improvement efforts.
● Championed RFP initiatives that streamlined vendor relationships and lowered operational expenses, achieving budget reductions of up to $8.4 million while maintaining the integrity of project scope and service quality. AXA
Director, Project Management Office
2019 — 2020
Facilitated the Transformation project portfolio, guaranteeing alignment with strategic goals, optimizing resource distribution, and prioritizing key initiatives. Established and upheld project management standards and dashboards to monitor progress, KPIs, and potential risks. Coordinated steering committee meetings to inform of project updates and garner support. Liaised with senior leaders and stakeholders, assuring projects aligned with expectations and communicated status clearly. Led project teams of up to 5 managers and 15-20 indirect reports, supervising multi-million budgets.
● Piloted the successful development and launching of a comprehensive Insurance Policy Administration system, demonstrating thought leadership and strong accountability.
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● Handled the PMO budget, pinpointing cost-saving opportunities and observing actual expenditures against the budget.
● Captained the conceptualization and deployment of a mobile app featuring innovative chat functionality, enhancing user engagement and streamlining insurance processes.
American Express
Senior Manager, Global Network Re-engineering
2017 — 2019
Collaborated with Regional General Managers and executive teams to identify opportunities for performance optimization. Strengthened EMEA/NAM initiatives as a pivotal relationship leader in Business Transformation. Guided cross-functional teams, applying project management techniques to consistently meet or surpass timelines. Developed strategies to boost revenue and margins through in-depth analysis, while leading enterprise-wide transformation initiatives with Lean and Six Sigma to achieve significant cost savings and process improvements.
● Attained EMEA/NAM revenue and PTI targets for key programs, driving strategic growth.
● Liaised with IT and business stakeholders to safeguard the seamless integration of new technologies and processes.
● Steered infrastructure capacity refinement and managed the migration of Canada and UK business operations to the Philippines, boosting operational efficiency and global collaboration. AntWorks Pte. Ltd.
AVP Projects
2016 — 2017
Orchestrated service delivery and day-to-day operations across organizations, ensuring alignment with PMO guidelines and effectively handling stakeholder communication strategies, significantly contributing to overall success. Provided expert training to engineering teams, improving their technical and project management skills.
● Spearheaded software application upgrades within Middle East sites, meeting project timelines and budgets.
● Initiated standardized PMO tools, templates, and methodologies, leveraging industry standards to safeguard consistent, high- quality output.
● Excelled in client management by building high-value relationships and delivering tailored solutions, driving business opportunities while assuring exceptional client satisfaction. Infosys BPO Ltd.
Senior Project Manager
2013 — 2016
Headed transition management and solution architecture for various global outsourcing engagements, guaranteeing profitability and client satisfaction. Acted as the accountable leader of cross-functional, cross-cultural teams delivering seamless service transitions. Coordinated every facet of transition programs, encompassing resource allocation, progress tracking, and improvement planning. Achieved service level targets and facilitated seamless handovers to engagement managers.
● Executed high-impact projects, including the setup of a PMO for the Philippines Delivery Center and transition program management for major corporations in the UK, US, and Australia.
● Organized client workshops to outline requirements and create persuasive business cases for outsourcing.
● Crafted impactful transition solutions, encompassing cost projections, staffing needs, and detailed work plans. Additional Experience
Senior Project Manager, Sutherland Global Services Shift Manager, Advanced Contact Solutions (Alorica) Training Supervisor, Teleperformance
Technical Support Specialist, Convergys (Concentrix) Human Resources Assistant, Ricoh
Customer Care Specialist, Smart Communications, Inc. Customer Service Representative, Sykes Asia (Foundever) Page 3 3
Education
BS Psychology, BS Human Resources Management and AB Guidance and Counseling (with Honors) St. Scholastica’s College
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