Charity Berberich

Associate Director, Delivery/Customer Success

LinkedIn:

https://www.linkedin.com/in/charity-berberich-694925a/

*** ****** **

Locust Grove, VA 22508

240-***-****

adu8jc@r.postjobfree.com

EXPERIENCE

10Pearls, Vienna, VA — Associate Director, Delivery and Customer Success

July 2022 - PRESENT

●Support contract review and negotiations with new clients; support existing clients on customer success related initiatives

●Compose new statement of work to support client engagements

●Assist with management of resource utilization and team allocation

●Assist with follow up and implementation on key initiatives in US and LATAM offices

●Cultivate a deep understanding of 10Pearls' processes and procedures and provide insights and suggestions for continuous improvements

●Create management reports to highlight trends and objectives in the business and drive accountability

●Direct, coordinate, and serve as the key liaison for assigned strategic administrative and operational projects and initiatives

●Grow and manage accounts for key clients

●Assist with resourcing process to ensure clients are presented with the right candidates to execute their development and business needs

●Maintain Salesforce org and created dashboards and reports around client engagement and opportunities

10Pearls, Vienna, VA — Senior Product Delivery Manager

July 2021 - July 2022

●Client Management:

Guide project meetings and other client engagements to meet customer expectations

Communicate effectively with both large and small teams of internal and external project stakeholders to set and manage client expectations and timelines throughout the project.

Prepare and deliver frequent updates, maintain positive customer relationships, and ensure a positive customer journey

Prepare status updates with key milestones and deliverables, next steps, risks, and project timeline.

Manage timeline and scope ensuring customer expectations are met

Communicate difficult/sensitive information tactfully and resolve or escalate issues in a timely fashion.

Understand and validates the details of deliverables as provided by project resources

Lead daily, weekly, and monthly internal meetings with team members and internal stakeholders.

●Team Management:

Perform resource allocations and workload assignments according to delivery requirements

Communicate effectively with large and small project teams consisting of both technical and non-technical project stakeholders to set and manage client expectations and timelines throughout the project.

Provide transparency to senior leadership and work with design, development, information security, and other product management teams.

●Product Management:

Develop product roadmap with external stakeholders

Manage product development using software development best practices

Gather requirements and document user stories

Confluence Global, Arlington, VA — Manager of Consulting Services

October 2018 – July 2021

Lead roles on multiple successful nimble implementations (NCCHC, ADVAMED, HSLDA, ABA)

Establish processes to capture execution of all planned transformations on new platform

Reconcile gaps between discovery and execution

Expedite communications and minimize project risks

Lead discovery on new and existing projects

Proficient in all aspects of complex declarative configuration of Nimble AMS and Salesforce as well as Avalara Tax Software

Management of resource allocation, time tracking, and utilization for Consulting Team

Provides Professional Development for staff education

SunTrust Bank, Richmond, VA — Client Information Division Analyst

February – October 2018

Business Analysis to determine As-Is/ To-Be for streamlined communications protocol following a merger. Liaison between LOB and Development teams. Collaborator for Data mapping task prior to ETL

Author of technical documentation for project

Quality Control and testing

Manage inventory of all identified changes and track to completion

Process Point Consulting, Alexandria, VA — Project Manager/Lead Business Analyst

May 2012 – October 2018

Liaison between customers, employees, and developers working to maximize users' software use efficiency.

Understand business needs to inform and implement client-focused solutions.

Wireframe solutions and write requirements documentation

Lead for all Quality Control and Testing

Manage, improve, and maintain implementation process.

Ensure the team’s success by monitoring progress on deliverables expediting/resolving issues

Authored, structured, scheduled, and delivered training over the course of 3 weeks via Web-Ex for 400 employees at 141 sites world-wide.

GDIT, Fairfax, VA — Project Control

May 2012 – October 2018

2011-2012

Analyze Accounts Receivable, Risk, Funding, and other project data as needed for three contracts totaling $6.5 million in revenue.

Oversight and analysis of time charging, travel expense charging, and control of other project management functions.

Create and analyze monthly and Ad Hoc reporting.

Devise methods to conserve resources to complete the contract under budget and at a higher profit margin than projected.

GDIT, Fairfax, VA — Finance Analyst

2006-2011

Produce results in the corporate headquarters Finance Department by researching and tracking Accounts Receivable issues, Risk Analysis, Monthly Forecasts, Annual Budgets, and Strategic Plan data for 5 Program Managers with a total annual revenue of $21 million.

Coordinate with multiple Project Managers to maintain appropriate labor reporting, revenue/funding tracking, and general project control.

Calculate Estimate at Completion (EAC) for projects, conduct monthly reporting internally and to the customers in accordance with contract requirements.

Audit timecards.

Analyze projects to determine when corrections needed to be made to labor, travel, or materials charges. Complete corrections when needed.

GDIT, Fairfax, VA — Administrative Associate, Technical Discipline

2004-2005

Interface with Project Managers to assess needs and provide support.

Administrative duties such as; document preparation, creation and posting of meeting minutes, invoice processing/approval, purchase order processing, travel approvals and reimbursement claims, and various other duties as assigned.

Oversight of administrative duties to ensure deliverables arriving on time and exceeding quality controls.

Enter daily receivables, allocate payments to correct accounts, track past due A/R and work on collection of amounts due.

Resource Consultants, Inc., Fairfax, VA — Senior Administrative Support Specialist

2000-2004

Assistant to the Vice President and Manager of Contracts.

Responsible for maintaining contract documentation, ordering supplies, data entry, report preparation, project tracking, A/P vouchering (along with some subcontract administration), proposal preparation, and FOIA requests.

Interact with multi-level managers, helping ensure their contract needs are met.

Excel as an HR/Benefits Assistant where responsibilities include resume distribution, new employee orientation, open enrollment processing, and benefits administration.

Oversight of general administrative duties in HR department for first year of employment before moving to Contracts.

Summary

Ms. Berberich is a mid-career professional who has experience in business analysis and project management. Excels in creative problem solving and communicating with customers and employees to ensure positive interactions, quality work, and on-time deliverables. Continuously surpasses goals. Experience includes work with associations, commercial, military organizations, and non-profits.

Skills

Team Management; Project Management; Requirements Identification; Software Testing; Creation and Implementation of Training Programs; Budget and Financial Estimation and Planning; Management of Contracts; Business Process Improvement. Skilled Facilitator and Negotiator. Proficient in multiple platforms such as NimbleAMS, SalesForce, JIRA, netFORUM, SharePoint, Oracle Financials, and Microsoft Office.

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