PMO Manager
Resume:
Dontae Muse
Program Manager
A results-driven, experienced Program Manager & MBA graduate with more than 10+ years of US & International corporate leadership experience at two Fortune 500 companies. A highly organized, analytical leader with a proven ability to successfully execute business strategies, optimize business performance, and improve organizational inefficiencies. Seeking a management position with your company, offers an array of management expertise spanning Business Administration, Operations Management, Quality Assurance, Program & Project Management, Change Management, Organizational Development, and Risk Management. Education
2015-06 -
2013-04
Masters of Business Administration (MBA), University of Maryland Global Campus
• MBA - 2015
• 3.5 GPA
2012-12 -
2008-08
Bachelor of Science in Psychology, Stevenson University
• BS in Psychology - 2012
• 3.2 GPA
Experience
2016-08 -
2020-10
Program Manager, Operational Excellence
PayPal Inc., Hunt Valley, Maryland
• Oversaw the Customer Service (CS) operations program for US & International regional offices. Led a team of 150 direct/indirect FTE including managers, supervisors, program/project leaders, engineers, and analysts. Conducted 1on1 leader coaching, mentoring/development, training, and performed performance evaluations.
• Provided strategic direction and consultative leadership to operations leaders, worked cross-functionally with senior management, department leaders, and key stakeholders to review and drive strategic operations initiatives. Monitored and reported program status updates, financial & performance based KPI metrics to fellow management leaders.
• Developed and maintained standard operating procedures (SOPs), quantitative and qualitative quality reports, audited and managed CS QA operating policies to ensure the accuracy of operating performance and compliance with legal and regulatory statutes. Worked cross-functionally with various functional groups including Customer Service, Finance, Quality Assurance, Legal/Compliance, Production, Marketing, Business Development, Engineering, IT/Business Intelligence, Risk, and HR.
• Drove operating strategies, continuous process & policy improvement initiatives by identifying operational gaps, improving inefficient policies, processes, and upgrading key tools & systems to improve organizational efficiency. Deployed business transformation methods, conducted needs assessments, targeted strategy deployment, incorporated Lean Six Sigma methodologies, organizational development methods, change management techniques to deliver rapid and measurable business results.
• Performed risk management assessments, monitored and evaluated the quality of work performed within the organization, coached and developed cross functional team, and served as a liaison to senior leaders to ensure the company’s risk management, governance and internal control processes operated efficiently and effectively. 2013-06 -
2016-08
Quality Assurance Manager, Organizational Efficiency PayPal Inc., Hunt Valley, Maryland
• Managed the strategic direction & execution of the CS Quality Assurance (QA) program. Provided leadership guidance to the QA team consisting of Supervisors, Quality Analysts, Project Managers, Business Intelligence Specialists, and Engineers. Established work assignments and standards, conducted 1on1 QA Leader mentoring/development, coaching, and performance evaluations.
•Oversaw the implementation of quality assurance program. Developed strategic quality project plans, business cases, allocated resources, and managed project team members across locations in achieving KPI metrics & quality goals. Managed the QA program roadmap containing multiple QA project specifications, process & policy improvements, project milestones, and quantitative and qualitative quality program delivery progress reports.
• Established and continuously improved quality assurance standard operating procedures
(SOPs), maintained a centralized comprehensive knowledgebase of quality operations Personal Info
Address
Owings Mills, Maryland, 21117
Phone
****.******@**********.***
Skype
live:.cid.67da3b014b5909e6
Areas of Expertise
• 10+ Years of US & International
Leadership Experience
• Operations Management
• Quality Assurance Management
• Program & Project Management
• Organizational Development
• Risk Management
• Change Management
Skills
• Strategic Planning & Implementation
• Critical Thinking & Problem Solving
• Organization & Delegation
• Teamwork & Collaboration
• Professionalism & Strong Work Ethic
• Analytical & Technical Acumen
• Flexible & Adaptable
• Excellent Oral & Written
Communication
• Time Management
Awards and Achievements
• Masters of Business Administration
(MBA)
• Lean Six Sigma - Green Belt
• 9 Time Top Performing Manager
• Exceeded operations productivity
goals by 20% for 8 consecutive
quarters
• 7 Time Employee of the Month
Software
•Administrative Software: MS Office,
Microsoft Teams, Zoom/Skype,
Workday
•Quality Assurance Software:
PeopleSoft/Oracle, NICE, Nexidia
Analytics
1
policies, training manuals, and procedural standards. Frequently conducted internal audits of operating procedures to ensure accuracy, alignment to goals, and compliance with legal and regulatory statutes. Developed and reported quality metrics, progress updates, performance results to senior management and key stakeholders.
• Analyzed quality program operations, performed root cause analysis of internal operating strategies, identified and mitigated gaps & inefficiencies in policies & processes, employee performance, and tools & systems. Responded to internal executive inquiries, customer complaints, and took effective corrective action to ensure operational stability.
• Drove continuous quality improvements by applying Lean Six Sigma tools and methods into operating synergies, analyzed the root causes of business inefficiencies, implemented continuous process, policy, & system improvements to improve organizational efficiency.
• Influenced the direction of cross-functional teams, worked collaboratively with senior leaders to share QA best practices, audited the quality of business unit performance to department goals & KPIs, and evaluated direct customer feedback via CRM tools, surveys, and focus groups to ensure high quality operating performance and customer service at all customer facing touchpoints.
2011-04 -
2013-06
Lead Project Manager, Data Analytics & Customer Service eBay Inc., Timonium, Maryland
• Led Team of Project Managers, Data Analysts, Business Intelligence Specialists, and Engineers. Responsible for managing the end-to-end execution of eBay's regional Customer Service projects portfolio. Developed and managed multiple project charters that incorporated project statements of scopes, objectives, detailed approaches for each stage of the project lifecycle, resource allocations & workloads, roadmaps/timelines, budgetary requirements, goals, risk assessments.
• Developed thorough project plans, business cases, strategic goals, roadmaps & requirements, and work assignments for the project team. Influenced the direction of cross- functional teams to ensure project objectives, requirements, and deliverables were met in a timely manner. Spearheaded and prioritized new projects and programs aimed at increasing performance quality, improving operational gaps/inefficiencies, reducing risk, generating revenue, and enhancing the customer experience.
• Designed & managed project lifecycles, work stream implementation process improvement plans, effectively managed project roadmaps, timelines and resources to ensure all projects were completed on time and within budget. Applied sound leadership, analytical judgement, effective problem solving & decision-making skills to lead complex projects through ambiguity to ensure projects were completed in scope, and took action to resolve operational headwinds and tailwinds to minimize impacts to projects.
• Led change management and organizational development transformations by incorporating Lean Six Sigma methodologies into project operating plans, coordinated and assisting in root cause analysis to drive process improvements, and integrate cross functional systems & products.
• Leveraged functional industry project and program management knowledge along with change management, risk management, and organizational development methodologies to mitigate project risks. Monitored progress and performance against project plan, mitigating project issues and risks. Established a regular communication cadence to share project information and update reports with stakeholders, senior management.
• Managed & successfully implemented a cross-department "Workflow Process Mapping & Redesign" project designed to overhaul workflow processes, improve service processing timeframes, enhance employee efficiency, upgrade employee tools, and reduce operations risk & costs. This project cut $1.6M in waste from our operating budget, improved employee efficiency and productivity by 15%, optimized service processing speeds by 20%, increased productivity by 25%, and reduced operations costs by 15%.
•Customer Relationship Management
(CRM): Salesforce, Medallia,
Microstrategy
•Knowledge Management (KM):
Cornerstone, SharePoint, Confluence
Hobbies and Interests
• Hiking & Jogging
• Golf
• Bicycling
• Stock Market Investing
• Meditation
Professional Affiliations
•University of Maryland Global
Campus MBA Alumni Association
(2015-Present)
2
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