Project Manager Management

Christi L Huling

Chantilly, VA *****

571-***-**** - ******.*******.*@*****.***

Professional Summary

Accomplished Project Manager at CACI, adept in leveraging Project Management and Team Leadership skills to exceed stakeholder expectations through innovative solutions and strategic resource allocation. Demonstrated success in enhancing project outcomes, ensuring quality assurance, and fostering stakeholder relations, achieving a significant increase in customer satisfaction and team productivity. Monitored projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions.

Skills

ISO 9001 and 20K Standards

Oracle CRM

ServiceNow

MS Excel, Power Point, Word and Project

SharePoint

Project Management

Proposal Writing

Critical Thinking

Budgeting and Forecasting

Contract Deliverables

Customer Relations

Stakeholder Engagement

Staff Management

Performance Evaluations

Staff Forecasting

Business Analysis

Root Cause Analysis

Change Control Processes

Team Collaboration

Team Leadership

Customer Relationship Management

Quality Assurance

Performance Monitoring

Performance Improvements

Coaching and Mentoring

Scope Management

Risk Management

Work History

04/2003 to 07/2024

Project Manager

CACI – Chantilly, VA

Provided comprehensive Project Management support for the Transformation Solutions Customer Support Group (TSCSG), a multi-faceted customer support organization at CACI. TSCSG provides support for various CACI developed applications to include the Procurement System (SPS), ComprizonSuite, Web Based Supply Chain Management (WBSCM) system, and the Global Combat Support System-Marine Corps (GCSS-MC). TSCSG projects work under an ISO 9001:2008 and 20000 Quality Management System which provides uniform processes and procedures and includes a support model that facilitates exceptional support to the user community.

Prioritized tasks effectively to efficiently manage multiple customer support and deployment teams, ensuring alignment with organizational goals while considering factors like urgency and resource availability.

Demonstrated strong ability to meet project deadlines while ensuring top-notch quality for both internal and external tasks.

Established effective and open communication channels to optimize team collaboration and project success.

Delivered outstanding customer satisfaction by promptly addressing customer feedback, including both complaints and accolades, ensuring expectations of stakeholders and internal were consistently exceeded.

Managed task performance by closely tracking progress against objectives and modifying schedules and resources as required.

Ensured all contractual metrics, including response and resolution rates and first call resolution rate, were met and typically exceeded on a monthly basis.

Worked closely with senior management, ensuring project objectives were aligned with strategic company initiatives and contributing to overall business growth.

Ensured seamless collaboration across various teams for effective risk management and timely resolution of project challenges.

Continuously assessed project performance making adjustments as needed to optimize outcomes.

Kept stakeholders and upper management informed by consistently providing comprehensive project status updates.

Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.

Led the complete lifecycle of over 100 SPS Deployment task orders handling all aspects from Bid Approval until invoice submission.

Interviewed and hired over 50 candidates to fill open positions.

Provided detailed updates on project progress to stakeholders, promoting transparency and ensuring alignment with objectives.

Maintained project alignment with original objectives and budgets by effectively managing scope creep through the establishment of clear boundaries for requested changes.

Cultivated innovation and creativity within the project team, resulting in enhanced problem-solving capabilities and outcomes.

Maintained close supervision of project progress, proactively identifying risks and implementing appropriate corrective measures.

Maintained close oversight of project and team member performance, facilitating prompt resolution of errors or delays.

Kept customers informed about project status through regular updates, promoting open communication.

Fostered an environment of creativity and forward-thinking within project teams, resulting in the utilization of new tools and methodologies to optimize project outcomes.

Identified lessons learned and best practices through conducting post-project reviews, fostering a culture of continuous improvement.

Promoted collaboration and inclusivity to achieve high levels of team engagement and morale.

Developed strong customer relationships through consistent delivery of exceptional results, exceeding project expectations while effectively communicating throughout the process.

Increased stakeholder satisfaction through the delivery of detailed project updates and proactive resolution of issues.

Increased team productivity by providing tailored training programs that addressed specific skill gaps and fostered professional development.

Demonstrated strong project management skills by completing multiple projects within specified deadlines through effective coordination of team efforts and task prioritization.

Developed and executed project plans and budgets for successful implementation.

Recruited and managed a team of professionals to exceed performance and quality goals.

Ensured deliverables met quality standards and specifications prior to customer submission.

Utilized project performance data to pinpoint opportunities for enhancement.

Provided frequent updates to managers regarding project budget, progress, and technical challenges.

Led productive meetings with project stakeholders and internal staff to review and address deliverables, schedules, and conflicts.

Demonstrated strong written and oral communication skills both internal colleagues and external customers.

01/2001 to 04/2003

SPS Level 1 Call Center Project Manager

CACI – Chantilly, VA

Enhanced efficiency by developing comprehensive scripts and troubleshooting guides, resulting in reduced average handling time.

Aided SPS Level 1 Call Center analysts by offering immediate coaching, guidance, and feedback to help them meet their development goals.

Developed training content for new staff.

Resolved customer concerns effectively and professionally to ensure high levels of satisfaction are achieved.

Organized regular team gatherings for evaluating progress, setting goals, and encouraging employees.

Set and supervised performance objectives for SPS Level 1 Call Center Analysts.

Evaluated data trends to determine optimal customer service needs and implemented changes to ensure trends are met.

Encouraged open communication and created a supportive work environment, fostering a strong sense of teamwork among analysts.

Analyzed customer feedback, identifying areas for improvement and creating action plans.

Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.

Nurtured growth of SPS Level 1 Call Center Analysts, preparing them for future leadership opportunities.

Implemented streamlined processes to optimize scheduling, staffing, and performance tracking in the call center resulting in increased efficiency.

Maintained exceptional service standards through the recruitment, training and onboarding of new analysts.

Resolved escalated customer complaints proactively, resulting in higher client satisfaction scores.

Implemented effective policies to streamline employee performance and enhance customer experience.

Administered performance appraisals for employees, leading to improved resolution times and increased customer satisfaction ratings.

Provided ongoing coaching and feedback to enhance team performance.

Facilitated cross-functional coordination to ensure consistent service delivery throughout customer touchpoints.

Scheduled Call Center staff within budget to meet operational needs.

Equipped team members with knowledge of performance metrics and consumer behavior identification through training.

Implemented effective staff training to improve efficiency and productivity, focusing on customer service protocols and call resolution techniques.

Supervised and managed a team of eight (8) SPS Level 1 Call Center analysts, ensuring excellent support for callers seeking assistance with the SPS Software suite.

Developed effective team rotations for efficient staffing during peak hours.

Developed measurable objectives and guided employees on effective strategies to meet them.

Resolved escalated customer issues promptly and professionally to maintain customer satisfaction.

Established and oversaw performance targets for SPS Level 1 Call Center analysts.

Evaluated data to identify trends and determine customer service needs.

Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.

Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.

Created clear and effective policies governing all aspects of employee work and interaction with customers.

Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.

Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.

Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Created team rotations to effectively provide support during peak hours.

Developed process controls and metrics for daily management of the SPS Level 1 Call Center.

Evaluated employee performance and conveyed constructive feedback to improve skills.

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Established team priorities, maintained schedules and monitored performance.

07/2000 to 01/2001

SPS Help Desk Level 2 Technical Analyst

CACI – Chantilly, VA

Employed detailed analysis and troubleshooting techniques to identify and resolve technical issues, resulting in a high level of customer satisfaction.

Implemented industry standard best practices to overcome new challenges and drive knowledgeable decision-making.

Analyzed data trends and patterns to identify process optimization opportunities, leading to informed decision-making.

Effectively communicated project status and risk to management by creating up-to-date, weekly Status Reports.

Delivered outstanding technical assistance to end-users resulting in increased productivity and enhanced customer satisfaction.

Diagnosed and resolved software issues using strong troubleshooting techniques.

Enabled successful project delivery by actively participating in cross-functional team collaboration, facilitating timely completion while satisfying clients' needs and accomplishing business objectives.

Conducted root cause analysis to create long-term resolutions and prevent recurring incidents.

Promptly resolved customers technical issues to minimize downtime.

Troubleshot end-user reported issues, scheduled system changes, and identified permanent solutions.

Education

12/1991

Bachelor of Science: Mathematics

Clemson University - Clemson, SC

Certifications

Project Management Professional (PMP) - Project Management Institute

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