PROGRAM ~ PROJECT DIRECTOR / DIRECTOR OF CUSTOMER SUCCESS
Solutions-focused, performance-driven, and goal-oriented professional, with proven experience in business operations, data research and analysis, change management, and staff training.
Program and Project Management Account Administration Strategic Planning and Execution Diversity and Inclusion
Organizational Leadership Business Process Improvement Software Development Life Cycle Business Analysis
Customer Relationship Management Agile Methodologies Budget Control Regulatory Compliance
Continuous Process Improvement Vendor Relations Risk Mitigation
CONFIDENTIAL Troy, MI
Diversity and Inclusion Lead May 2019–Present
Researching and advising on diversity and inclusion issues and working with team to create programs that support those initiatives.
Supporting and guiding the recruitment team to help create a brand that appeals to diverse applicants and remove bias.
Maintaining relationship with other diversity and inclusion pillar leads, with the intention of working together and improving organizations brand.
Reviewing organization workplace, policies and procedures, ensuring that these are all inclusive.
Identifying external trends and recognizing best practices which will increase diversity among the workforce.
Successfully worked with the Diversity Inclusion Council to develop programs and processes which allowed us to recruit more diverse candidate pool.
Closely coordinated with executive leadership to enact changes based on feedback from diverse employee.
Established and built relationships with HBCUs, LGBT communities, multi-women cultural groups, fraternities, and sororities on college campuses to recruit a more diverse pool of individuals.
Client Success Account Director Apr 2017–Present
Manage multiple client relationships and provides a high level of service to the client
Monitor the service for any client in partnership with teams to avoid any gap
Grow direct mid-level client relationships as well as senior-level relationship, identifies organic and new growth opportunities.
Ensure adjustment in progress planned program/SOW to better meet client’s needs.
Effectively manages a team of individuals of varying levels and guides their professional growth
Ensure the full team is consistently delivering best-in-class deliverables and to achieve superior client retention results
Set and disseminate accurate project requirements, risks, and timelines for successful project delivery.
Ascension Health Systems Warren, MI
Project Management Office (PMO) Director, North/West Region Dec 2013–Dec 2016
Established, maintained, and continuously improved the North/West PMO by incorporating industry best practices and improved daily project activities
Developed and deployed processes, governance, methodologies and supporting tools resulting in increased pipeline predictability and improved cross-functional execution effectiveness.
Improved project execution outcome in delivered project quality, project profitability, and execution speed.
Collaborated with Key Stakeholders to ensure project outcomes meet or exceed expectations in terms of scope timeline a quality.
Mentored team members on proper processes and stakeholder engagement to ensure on-time and on-budget project goals are achieved.
Assured ongoing training for Project Management professional, including professional certification courses; continually increase project management capability through training and development.
Established measurable team and individual objectives that are aligned with company goals.
Continuously supported efforts to reduce lead time and cost of project execution.
Remained compliant with company polices, processes and legal guidelines.
Amplified productivity of project managers by 20% upon establishing a repeatable process and formal governance.
Introduced technical and project guidelines on vendor selection for clinical application projects, leading to a more cohesive execution of tasks and lessened timeline by 10%.
Provided quality assurance best practices and guidelines to IT, contributed to the on time and budget completion of the Cerner upgrade.
Meritor Troy, MI
PMO Manager May 2012–Sep 2012
Served as a Program Manager Consultant through W3R, responsible for managing the planning, execution, and delivery of software development projects
Established the Executive Dashboard and other media types for progress presentation to the Executive Team.
Developed Project Charter, Communication Plan, and Project Schedule.
Managed Financials including cost estimates, budgets, forecast, variance corrections and reports.
Communicated project status to project Stakeholders and governance leadership
Coordinated disparate project teams, managed risks, issues, and changes.
Blue Cross Blue Shield of Michigan Detroit, MI
Program Manager – Healthcare Reform Mar 2012–May 2012
Performed market research and analysis using different channels to generate BCBS positioning, training, and solution ideas for emerging markets.
Determined opportunities and threats positioning in the market by cultivating strong relationships with external partners.
Prepared both written and verbal communications/presentations and trainings regarding emerging markets for internal and external employees.
Ally Financial Inc. Detroit, MI
PMO Manager – Basel II GPMO Jul 2011–Jan 2012
Functioned as a Program Manager Consultant through KForce, with tasks of collaborating with the Financial Department in tracking key performance indicators (KPIs) and financial ratios of the program.
Coordinated process assessments for the program to provide support to more than 25 project managers in various financial divisions.
Promoted enterprise-wide adherence to enterprise standards, processes, and policies.
Assumed responsibility in preparing and responding to both internal and external audits.
United Physicians Bingham Farms, MI
PMO Manager Sep 2008–Sep 2009
General Motors Corporation Detroit, MI
PMO Manager Process Excellence Lead Jan 2003–Mar 2007
Quality Assurance Manager Nov 2002–Jan 2003
Minacs Farmington Hills, MI
Quality Assurance Team Lead Internal Auditor Jun 2000–Jul 2002
McKesson Pharmacy Systems Livonia, MI
Project Manager Quality Assurance Lead Apr 1999–May 2000
Accenture Southfield, MI
Senior Test Consultant Apr 1999–May 2000
Master of Science in Computer Science and Information Systems,
Minors: Software Engineering and Project Management
University of Detroit Mercy Detroit, MI
Bachelor of Science in Computer Science and Information Systems,
University of Detroit Mercy Detroit, MI
Member Growth Committee - Impact100 2019–Present
Digital Analytics Association 2016–Present
Project Management Institute - Great Lakes Chapter 2013–Present
Impact100 - Philanthropy Work Alpha Kappa Alpha Sorority Inc
Applications and Systems:
Microsoft Office Suite, Microsoft Project, Microsoft SharePoint, Microsoft Visio, Adobe, Teradata
Project Management / Quality Management Software:
CA Clarity, JIRA, Caliber RM, HP PPM Tool, HP Quality Center, ServiceNow
Testing Tool/Planning Software:
HP WinRunner, LoadRunner, SAP, Salesforce, Workday, Oracle Development Tools
Windows, Windows NT, macOs
Niku, Project Management Body of Knowledge, Capability Maturity Model Integration (CMMI), Agile, Six Sigma, Customer Relationship Management, Cerner, Epic Systems, Commercial Off-The-Shelf (COTS)