Manager Program

Esmeralda Gonzalez, MS

512-***-**** *******************@*****.***

Austin, Tx

Sr. Program Manager\Manager

Results driven program manager\manager with a strong background in leading global teams across various organizations including product management, software development, IT, manufacturing operations, quality, marketing, procurement, services, and Sales. Primary focus on leading teams through project management methodologies while fostering positive communication, team creativity, and collaboration to effectively lead change efforts. Excellent International work experience and bilingual in English and Spanish. Learning Mandarin Chinese.

Notable Accomplishments

Kicked off and matured a startup project management organization. Created and standardized processes including requirement document, project plans, functional core teams, and designed a repository for key project management documents.

Successful certification to the new ISO 9001:2015 Standard. Lead and successfully passed ISO audit representing entire Commercial Client Software & Solutions organization. Use of Offer Lifecycle Process (OLP) methodology.

Two year expatriate assignment in China leading executive campaigns that improved the design and quality of the desktop and laptop product lines.

Completed a 2 year Change Management graduate program. Gain additional skills in leading organizational change, systems thinking, team development, and ethics. Completed a Leadership Capstone for Goodwill: Generating Quantum Change, to help an organization examine an issue. Presented implementable recommendations to the executive leadership team.

Recognized by Dell with 9 awards spanning 15-year career, including 2 Director’s Awards, 1 Bronze Star Award, and 1 Manager’s Award for Customer Service. VP recognition for successful ISO9001:2015 audit.

Professional Career History

Charter, Austin, Texas June 2018- Present

Program Manager/Manager – Behavioral Quality and Operational Effectiveness

Manage a team of 7 project managers. Responsible for planning and implementing enterprise level quality, interaction analytics, speech analytics and voice of the customer programs supporting over 14 LOBs in Sales, Billing, Internet Repair, Video Repair, Retention, Mobile, SMB, and Sales Support among others. Leverage Nexidia Speech Analytics, Microstrategy and Nice Performance Management tools to help customers uncover issue impacting their business and to develop recommendations for solving these. Currently leading several strategic projects including governance process improvements, capacity resource model, and return on investment.

Dell Inc., Austin, Texas May 2015- June 2018

Program Manager - Cloud Client Computing

Lead the worldwide management and execution of cross-functional Cloud Client Computing programs throughout the product/solution lifecycle using the Offer Lifecycle Process (OLP). Lead cross-functional teams to plan, develop and launch products and solutions on time, with the right features, quality, and within budget. Monitor project progress and report weekly status to executives. VP level phase gate exits and presentations.

Dell Inc., Austin, Texas December 2012 – May 2015

Program Manager – Global Services Configuration & IT Planning

Program managed a suite of production level applications under Global Configuration Services (GCS). Manage client relationships ensuring customer satisfaction. Manage efforts of company, customer, and third party partners to ensure an integrated software and hardware solution. Plan the GCS budget that enables infrastructure and software upgrades across all segments to improve customer experience.

Wells Fargo, San Antonio, Texas February 2012 – November 2012

Program Management – Service member Civil Relief Act

Program managed mission critical projects from concept to implementation for the special loans department with a focus on Service member Civil Relief Act; including overseeing compliance of the Department of Defense policies. Lead and SCRA Policy Alignment across five financial portfolios by standardizing processes, controls and reporting; minimizing risk for the company. Created business requirements, risk and mitigation plans, processes and procedures, project plans, and led core team members. Use of Waterfall Development Methodology.

Dell, Inc., Austin, Texas July 2005 – February 2010

Program\Project Manager

Managed 7 project managers in China, facilitating establishment of 3 local employee engagement software projects that were adopted as global initiatives, and providing the organization with a more efficient way of performing software testing.

Lead a Contact Center project management initiative to implement warranty renewal campaign for 7 Asia Pacific countries, achieving 200% ROI by increasing customer callbacks by 85%, with a 25% close rate, and

80% margins.

Launched the first US Global Outreach campaign, successfully collaborating with new vendor to implement software and IT infrastructure. Achieved 100% operational effectiveness at initial launch.

Collaborated with various vendors to examine and analyze consumer behaviors through call centers, resulting in streamlining processes and cost savings of $6.3M annualized.

Spearheaded deployment of new software program used by internal engineers in 6 world-wide factories, enabling move of entire organization from US to China and $3M labor and infrastructure cost savings.

Achieved a 93% satisfaction rate by 7 direct reports as a first-time manager, and a 95% satisfaction rate the following year resulting in increased employee engagement through mentoring, competency assessment, and coaching.

Designed 6 Individual Development Plans, facilitating participation and adoption of employee performance metrics, leading to confirmed career paths for each employee and ongoing behavioral coaching.

Lead efforts to develop a predictive Governance Process and aid in continuous project management process improvement efforts resulting in on-time delivery of 30 strategic revenue projects valued at $6.5M.

Collaborated with multi-departmental leadership to promote and established global forum to create best practices that would strengthen and align 3 key organizations, increasing collaboration, improving process efficiencies and regional communications.

-Produced 80% improvement in overall product design issues before deployment, and 40% improvement in Median Dispatch Rate of products shipped within 90 days after deployment.

Accomplished 100% user adoption rate and high internal customer satisfaction on contentious application by analyzing lessons learned from on-going assessments of user feedback, Beta testing, and training sessions.

Charter – Manager, Sr. Program Manager, Austin, tx 2018-Present

Dell EMC – Program Manager Cloud Client Computing, Austin, Texas 2015 – 2018

Dell - Program Manager – GCS\CCC, Austin, Texas 2012 – 2015

Wells Fargo – Program Manager, San Antonio, Texas 2012 – 2012

St. Edwards University, MS 2009 - 2011

Dell Program Manager – Contact Center Services & IT Planning, Round Rock, Texas 2007 – 2010

Dell - Manager & Quality Initiative Champion – PG & Software Engineering, Xiamen, China 2005 – 2007

Education & Professional Development

Master of Science: Organizational Leadership & Ethics

St. Edwards University, Austin, Texas

Bachelor of Science: Management/Accounting

Park University, Austin, Texas

Bachelor of Science: Accounting

University of Texas, Edinburg, Texas

Six Sigma – Green Belt Certified

Project Management Coursework – Human Dimensions in PM; Scope, Scheduling and Cost; Principals, Tools and Techniques; Risk Management, Effective Business Presentation Skills; Managing Integrated Programs.

MSF, Pr

Contact this candidate