Manager Program

SUZANNE KEELEY

Inspiring Change and Enabling Connections

630-***-**** @ ********@*****.***

www.linkedin.com/in/suzannekeeley Chicago, IL

Transformation executive experienced with designing, executing and managing bold development and change plans with passion. I help teams develop a strong sense of the importance of their collective mission, then help individuals to understand and embrace their explicit professional goals. With over two decades of experience developing and deploying transformational programs in IT, Labor Relations, Diversity & Inclusion, Consulting, Governance, Non-Profits and the airline industry, I maintain passion for getting committed groups of people to embrace change, create positive professional and personal shifts and make the ordinary extraordinary. CORPORATE EXPERIENCE

MANTRA

Sr. Program Manager, Global Ops PMO Life is a school to the wise man, United Airlines: May 2018 – Present and an enemy to the fool. Delivers large, highly complex enterprise-wide programs by managing large volumes of workstreams to improve the customer experience, introduce automation and compliance and elevate our brand. Including:

United Premium Plus: 60+ workstreams

International Basic Economy: 50+ workstreams, project sponsorship overseas

Net Promoter Survey (NPS): complex, tight timelines

Cargo Barcode Scanning

Introduced and executed several departmental improvements to elevate our PMO brand and promote a cohesive team leveraging standardized practices. Including:

Branding

Micro-training

Template standardization

Off-site strategy and social events

ACHIEVEMENTS

Delivered a 60+ workstream

project (UPP) in my first year at

United; on time, within budget,

without major defects or negative

customer impact.

Volunteer at ORD to gain

operational experience in my

spare time.

Received my Master Facilitation

Certification for the facilitation of

Women’s Career Development .

Redesigned the Vendor

Management System Customer

Council; transforming it from a

complaint-driven committee to an

inclusive innovative council.

National Women’s Leadership

Network (WLN) council member;

developed the Business Acumen

Expo, speed mentoring workshop

and the WLN Symposium toolkit.

EDUCATION

Undergrad: DePaul University

(Business Transformation), ‘18

MBA: enrolled DePaul University

(United Cohort; Business Mgmt.)

Est. graduation ‘22

Often asked for, by name, to come in and resolve conflict and program complexities. As a result, I have turned around yellow and red programs to green while quickly forming bonds with the team. PMO Director

YMCA of Metro Chicago: Mar 2016 – May 2018

Designed and implemented a Portfolio Management Office (PMO) to oversee the full project management lifecycle for the implementation of highly complex, large-scale business initiatives with the sole purpose of facilitating business transformation and innovation to ensure the sustainability of the YMCA mission.

Developed project management lifecycle, governance structure, procedures, gating processes, PM toolkit, templates, policies and procedures; which resulted in significant time savings (75 days) in enterprise-wide project execution.

Enabled knowledge sharing by building a common knowledge base. Provided coaching and mentoring of PMs, leadership and governance to build and execute complex projects and initiatives through the use of industry best practices.

YMCA continued…

Designed and implemented training programs to support changes in processes, culture/sub-cultures and attitudes.

Kicked-off an annual planning process to develop strategic goals and acted as a change agent in facilitating quick and effective assimilation of strategic direction and process changes.

Delivered internal consulting to business leaders to evaluate, synthesize and implement workforce solutions and process improvements to reduce redundancies, improve efficiency and cross-functional alignment. As a result, executed business process reengineering of several key business processes.

STRENGTHS

Innate problem solver with

proven track record for high-

impact innovations.

Lead direct and cross-functional

teams in achieving strategic

initiatives.

Big picture thinker while

emphatically guiding others

through change by breaking it

down into bite-sized pieces.

Transformative business process

reengineering leader; eliminating

redundancy and increasing the

value proposition of departments

and the organization.

Over two decades of experience

developing and deploying

transformational programs.

Passion for getting committed

groups of people to embrace

change, create positive

professional and personal shifts.

Passion for getting committed

groups of people to embrace

change, create positive

professional and personal shifts

To make the ordinary

extraordinary.

PASSIONS

External Workforce Business Partner, Shared Services McDonald’s Corporation: Jan 2007 – Mar 2016

Designed, integrated and implemented a new vendor management department and system to support highly scalable contingent labor programs that reduced staffing costs and ensured labor compliance policies. (70+ workstreams)

Leveraging my business process reengineering and green belt skills, led the development of a customized Business Process Management Workflow application to replace four Service Center form functions by managing seven business and technical workstreams.

Sr. Program Manager, Consulting Governance

Affiliated Computer Services (consulting to McDonald’s): May 2004 – Jan 2007

Governance Special Projects Manager: Promoted to oversee special projects in the Governance department, identify opportunities for improved processes and design, scope and implement improvements.

o Key focus areas include Asset Management, Contractual SLA reporting and ISO certification.

Security Project Manager: Conceived and managed the development and implementation of the highly customized and technologically complex global Identity Management solution for McDonald’s. (20+ workstreams)

Various Roles Relish in User Experience

program transformation. I enjoy

developing and implementing

strategies, procedures and

technologies to increase

efficiency, security and

compliance and improve the user

experience.

Passionate philanthropist for

community outreach initiatives

for local charities. Eight years’

experience running female

building crews for Habitat for

Humanity Women’s Build.

McDonald’s Corporation: Nov 1993 – May 2004

Manager, User Access: April 2001 – May 2004: Reengineered a tech management team of nine account provisioning technicians who provide global access provisioning services and second level support for 30,000+ users.

IT Application Deployment Tech Analyst: July 1999 – March 2001

Win95 Implementation Coordinator: May 1998 – July 1999

IT Help Desk Analyst: Sept 1996 – May 1998

Purchasing Coordinator: Nov 1993 – Sept 1996

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