PROGRAM ~ PROJECT DIRECTOR / DIRECTOR OF CUSTOMER SUCCESS

Qualifications Profile

Solutions-focused, performance-driven, and goal-oriented professional, with proven experience in business operations, data research and analysis, change management, and staff training.

Core Competencies

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

Professional Experience

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.

Career Highlights:

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.

Career Highlights:

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.

Earlier Career

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

Education

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

Affiliations

Member Growth Committee - Impact100 2019–Present

Digital Analytics Association 2016–Present

Project Management Institute - Great Lakes Chapter 2013–Present

Activities

Impact100 - Philanthropy Work Alpha Kappa Alpha Sorority Inc

Technical Acumen

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

Programming Language:

SQL

Operating Systems:

Windows, Windows NT, macOs

Others

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)

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