Senior Program Manager

REBECCA CHAUSSINAND, PMP, CSM

( 770-***-**** * ************@*****.***

£ linkedin.com/in/beckychaussinandpmp

SENIOR PROGRAM MANAGER

A dedicated Program Manager highly regarded for years of progressive experience recruiting, leading, and coaching global teams to achieve all performance goals and objectives. Recognized as an expert in cross-functional change initiatives, budget planning for significant cost savings, and enforcing methodologies. Significant experience with PMOs and PM mentoring. Strong business acumen with the ability to drive teams from program definition through full release. Known as an exceptional communicator and presenter who collaborates well with diverse personalities and people at all levels of an organization. CORE COMPETENCIES

Team Building/Leadership

Project/Program/Portfolio Management

Product Launch Roadmaps

Best Practices Performance Metrics (KPI)

Budgeting/Cost Control Change Management

Business Process Improvement Digital Transformation Customer Experience Strategic Planning

Stakeholder Management Executive Dashboards

Contract Negotiations Statement of Work

Technical Proficiencies

ERP/HCM SaaS Implementations

GHR, Payroll, WFM, CSI, EAM, CPQ, SCM

Warehouse Management, Financial Management

Call Recording, Robotics, Data Analytics/BI

PMI/PMBOK, Project Lifecycle, SDLC

Waterfall, Agile/Scrum, Hybrid Agile, Lean

MS Project, PowerPoint, Excel, Visio, Planview

Clarity, SharePoint, Microsoft Teams, Jira

PROFESSIONAL EXPERIENCE

INFOR Remote 2019 – 2020

Senior Project Manager, Consulting Services

Owned full-cycle customer relationships as trusted advisor. Participated in bid preparation, and review and validation of SOW. Established Project Management Plan, governance structure, stakeholder analysis, and project work plans, and ensured the adoption and usage of Infor’s Hybrid Agile methodology. Created customer focused PMO for each program. Communicated project progress through status reports, monthly dashboards, and meetings with team, executive sponsors, steering committee and C-level management.

§ Oversaw multiple SaaS ERP/HCM implementation projects from initiation through delivery, averaging $300K-$3M per project, ensuring on time, on budget, and within scope completion, while maintaining 75% billable utilization.

§ Inherited a flailing project 15 months past initial deadline, over scope, and out of budget. o Liaised directly with the customer project sponsor to confirm enhancements, document risks, and established a project governance structure.

o Established official customer change requests that added both time and budget to the project, achieving project completion in less than six months and ensuring all targets and requirements were met.

§ Motivated, coached and engaged a global team of ~12 to meet tight deadlines while handling competing tasks, increasing customer engagement and improving customer satisfaction ratings. NICE Ltd. Remote 2016 – 2019

Senior Project Manager, Services Delivery - Strategic & Major Accounts Prioritized multiple concurrent projects across several contact center technology products and services, including cloud-based, hosted, hybrid and on-premise WFM, ACD, Call Recording/QM, Robotic Process Automation, and Data Analytics. Owned full- cycle program performance, P&L, and financials for all accounts from sales phase transition through solutions delivery.

§ Maintained 85% billable utilization and 40% or better professional services margins.

§ Achieved an average 100% CSAT survey rating by fostering strong customer relationships.

§ Managed product implementation for NICE’s largest strategic project following the inContact acquisition, collaborating with R&D and technical teams to port products to SaaS platform and created communication, staffing, and stakeholder management strategy.

o Recognized as a leader, directing a global implementation team of 30 and developing the Train the Trainer Plan, which enabled inContact Trainers to deliver key product classes to customers. o Displaced a competitor and enhanced solutions with a fully integrated and complete cloud contact center solution suite in a market estimated at $15B.

§ Reduced delays in infrastructure build and cloud access by 80% by championing process improvement plan for Cloud Operations implementations and collaborating with management team to approve and carry out changes. REBECCA CHAUSSINAND, PMP ( 770-***-**** * ************@*****.*** Page 2 PROFESSIONAL EXPERIENCE CONTINUED

Adtech Global Alpharetta, GA 2014 – 2016 (Acquired by Verint) Senior Program Manager, Cloud Solutions – Professional Services Managed multiple high visibility Avaya and Verint Contact Center implementations, including Recording/QM, WFM, ACD, Speech Analytics, and Desktop Analytics. Reviewed SOW and Presales documents and alerted sales and contract teams to potential technical, logistical, or business issues, and provided revisions as needed. Managed project milestones, budget, and revenue recognition. Allocated engineering and training resources.

§ Charged with strategically improving Hybrid Agile project methodology evolution, PMO processes and governance, and driving efforts to build programs around Workforce Optimization SaaS implementations as a key member of PMO.

§ Researched changes in technology, customer enablement and adoption, and analyzed delivery model effectiveness.

§ Owned and enforced the escalation process for issue resolution and final go or no-go on deployment.

§ Rescued troubled projects and disseminated lessons learned, improving customer and partner relationships. Verizon Connect Atlanta GA 2012 – 2013 (Formerly Hughes Telematics, Inc.) Senior Launch Manager, Global Operations & Customer Experience Utilized Agile/Scrum methodologies to manage relationships with customers and partners through the entire product life cycle, liaising with Sales, Marketing, Finance, and Program and Product Management teams in product planning, development, testing, and execution. Directed web/mobile development and implementation activities within the engineering and operations teams, a subset of the overall $30M Vehicle Information-based Technologies and Services Program.

§ Collaborated to analyze business processes, improve operational efficiencies, and develop business requirements.

§ Facilitated design of IVR integrating a Sales contact center and 5 Customer Care centers.

§ Worked with Product Analysts to create workflows and use cases, designing product launch plan.

§ Managed/coached team of Business Analysts and Technical Writers, aligned skills with project assignments, reviewed success criteria and ongoing performance, and created development plans. Verint Systems Roswell, GA 2008 – 2011

Manager, Product Rollout and Introduction

Spearheaded the global rollout process for the Call/Contact Center product portfolio, serving as the key liaison for Product Management and Development. Facilitated completion of requirements, design, development, documentation, courseware development, QA/testing, IT systems/tools updates, marketing collateral, field and partner enablement, and rollout. Partnered with Product Directors to create high-level product roadmap across the product portfolio.

§ Led a diverse, distributed team of ~20, satisfying controlled release criteria, and certifying product for full release.

§ Developed and monitored the product release schedule across Product Management, Engineering, Marketing, IT, Sales, and Services teams by applying New Product Introduction (NPI) methodology processes.

§ Facilitated the review of Product Requirements Document with development teams for product portfolio including WFM, Voice of Customer Analytics, and Quality Monitoring, presenting Top Level Requirements to upper management.

§ Owned product launch processes for Integrated Speech & Text Analytics, building channel and partner relationships.

§ Facilitated finance and pricing activities for third party delivery models, including On-Premise, Hosted, and SaaS/Cloud.

§ Managed post-acquisition change and process improvements to merge the best practices of both organizations, streamlining and improving business processes.

Additional Experience: Senior IT Program Manager/Consultant, Wellstar Health System, 2013 – 2014 Independent Project Consultant, (Macys, AT&T, Home Depot) 2003 – 2008 EDUCATION & PROFESSIONAL DEVELOPMENT

Robert Morris University, Pittsburgh, PA: Bachelor of Science in Business Administration Boston University, Boston, MA: Masters Certificate in Project Management Project Management Institute, Newtown Square, PA: Certified Project Management Professional (PMP) Scrum Alliance, Westminster, CO: Certified ScrumMaster (CSM) ORGANIZATIONS

Project Management Institute (PMI) Association of Change Management Professionals (ACMP) Scrum Alliance Healthcare Information and Management Systems Society (HIMSS)

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