Project Manager Contact Center

Mikelle Ives

Naples, ***** FL +1-239-***-**** *******.****@*****.*** https://www.linkedin.com/in/mikelleives

https://allup.world/325dd3f4-65fd-4691-9b36-f56ba9a9b3a3

OBJECTIVE

Accomplished Senior Project Management Professional (PMP®) with over 15 years of experience leading large-scale cross-functional projects. Proficient in delivering projects within scope, budget, and timelines while driving operational efficiency and fostering stakeholder engagement. Skilled in strategic planning, risk management, and process improvement, consistently achieving measurable business outcomes across diverse industries.

SUMMARY

Capable working with a client centric focus to excel at large-scale projects deploying SaaS across diverse industries. Proven expertise in managing complex project lifecycles, from strategic planning to successful execution, ensuring projects are delivered on time, within scope, and on budget. Adept at guiding cross-functional teams, improving operational efficiency, and driving stakeholder engagement. OPEN TO RELOCATION!

SKILLS

MS Project, PWA, MSPO

SharePoint Development and Management

Team Training

Smartsheet, Trello, Wrike

Risk Management

Documentation Accuracy

Vendor & Resource Management

Healthcare

ServiceNow, Jira

Performance Metrics Analysis

Cross-functional Team Leadership

Strategic Planning

Project Scheduling

Budget Management

Mergers and Acquisitions

Clarity, Workfront

Agile, Waterfall and Hybrid Methodologies

Stakeholder Engagement

Resource Allocation

Process Optimization

Risk Mitigation

Salesforce CRM

Quality Assurance

Continuous Improvement

Google Docs, Drive, Sheets, forms

Process Improvement

EXPERIENCE

SENIOR PROJECT MANAGER – FREELANCE SEP2022-OCT2024

AD IT STAFFING PITTSBURGH PA

This was not a full-time position, rather I was part-time, freelance as I was caring for my sister whose daughter was in treatment for lung cancer.

Developed project roadmap, release plan, resource allocation, risk, and issues management plan as templates to follow in future roles.

Documented all agile lifecycle events (iteration planning, daily Standups, backlog grooming, and retrospective meetings).

Studied the Agile methodology including creating templates to be used for daily communications, iteration notes, iteration review reports, retrospectives, and regular snapshots of team velocity and budget burn rate.

Ensured appropriate project documentation and deliveries are clearly defined.

Established a process for all vendor engagements, deployments, material reviews and approval processes.

Evaluated clear mitigation process for project risks throughout project lifecycle to ensure successful delivered Managed and maintained client relationships, serving as a point of contact for all client issues and responding to client requests.

Provided continuous coaching to Project Team for process improvement using various inspecting & adapting techniques.

SENIOR PROJECT MANAGER PMO JUNE2022-AUG2022

STRATICE - ARKANSAS BCBS - CONTRACT MONTGOMERY AL

Developed PMO for Arkansas Blue Cross Blue Shield, leading a critical project to replace the Member Party Key system, reducing duplicate authentications by 30%.

Led a cross-functional team, enhancing collaboration with designers, contractors, and governing agencies, resulting in on-time project delivery.

Built and integrated a SharePoint Document repository into the Contact Center, increasing document accessibility and efficiency by 40%.

Deployed MS Teams as the company preferred Voice Technology. Provided direct training to all Users.

Streamlined stakeholder communication, improving project alignment, and reducing delays by 20%.

Interviewed technical teams to understand product technology, optimizing development processes and minimizing risks.

Created and managed project plans in ServiceNow achieving a 95% project completion rate within scope and budget.

TECHNICAL PROJECT MANAGER AUG2020-JUN2022

WIPRO - CONTRACT TROY MI

Led UAT testing for the 'External Transparency' project with Alight and Genesys Tech, enabling real-time data access for clients in a CCaaS set up, and achieving a 98% client satisfaction rate. Plans created in Smartsheet.

Managed project tasks and milestones using Microsoft Project Online (MSPO) for the GSK/Haleon project, reducing project timeline by 15%.

Established workflow for record maintenance using Jira. Ensured the team was following a a structure application development structure.

Oversaw multiple work streams (Telephony, IVR, Contact Center, Document Management, and

Broadcasting) during GSK's Consumer Healthcare division’s disentanglement, leading to the successful formation of Haleon.

Implemented Microsoft Dynamics for CRM, enhancing client relationship management and increasing operational efficiency by 20%.

Deployed MS Teams for Voice Technologies, improving team communication and collaboration by 30%.

PRINCIPAL TECHNICAL PROJECT MANAGER SEPT2018-MAR2020

TTEC DIGITAL ENGLEWOOD CO

Enhanced client relationships by executing 20+ projects with a customer-centric approach, increasing client retention by 15%.

Developed plans in Microsoft Project: staff, Execute, Test and Close deploying Cisco-powered, Hosted Collaboration Solution, Contact Center as a Service (HCS CCaaS) cloud, inclusive of using MPLS, IVR, Cisco, and at times using Twilio Flex to prioritize and route calls appropriately. Reducing call handling time by 25%.

Led complex projects with Verint and Calabrio WFM integrations, improving call center efficiency by 30%.

Migrated on-premises CX setups for Capital One Bank to the TTEC cloud, cutting operational costs by 40% and boosting scalability by 20%.

Used ServiceNow as a ticketing tool for risk management, improving issue resolution time by 35% and ensuring project integrity.

Managed vendor relationships and contracts, ensuring quality deliverables and achieving savings of up to 15% across projects. Implemented Salesforce for CRM.

Established technical governance frameworks, reducing project risks by 20% and ensuring compliance with industry standards.

INTEGRATION PROJECT MANAGER – MERGERS AND ACQUISITIONS AUG2017-JUL2018

TRAVEL LEADERS' CORPORATE NEW YORK NY

Led the establishment of the Enterprise Integration: Mergers and Acquisition Department, migrating 200+ acquired agencies into the Travel Leaders Corporate brand of services, implemented a CCaaS for all new agencies.

Integrated agencies using a six-phase, 30-day cycle roadmap, achieving a 95% on-time integration rate, and reducing overall integration time by 15%.

Developed a deliverable-based Work Breakdown Structure (WBS), enhancing task clarity and reducing ambiguity by 20%.

Utilized Wrike PPM for task management and scheduling, keeping project budgets within a 5% variance and ensuring timely delivery. Deployed Salesforce for CRM and Jira for issue tracking.

Effective change management, process improvement and focused soft skills were key drivers to success.

Provided comprehensive training for 100+ team members on Certify Travel and Expense, increasing the software adoption rate by 30%.

PROJECT MANAGER – PMO MAR2017-AUG2017

TCG CONSULTING - CONTRACT CHARLOTTE NC

Transformed the PMO into the central hub for project-related inquiries, reducing project initiation time by 30% and enhancing organizational communication.

Developed and streamlined SharePoint for efficient management of project plans, templates, and artifacts, increasing document retrieval efficiency by 25%.

Ensured 100% accuracy in documentation by tracking artifact changes through SharePoint re-versioning.

Optimized MS Project configurations, establishing timelines and predecessor relationships that improved schedule adherence by 20%.

Delivered prompt and precise status updates, boosting stakeholder satisfaction scores by 15% and improving overall project tracking.

PROJECT MANAGER – ARTHREX PMO FEB2016-AUG2016

TATA CONSULTANCY SERVICES - CONTRACT NAPLES FL

Established Project Governance, ensuring compliance with industry standards and enhancing end-user safety, reducing project risks by 15%.

Led Gate Reviews, securing 100% sign-off from the Head of IT and stakeholders, guaranteeing all project milestones were successfully met.

Administered Workfront PPM Tool, optimizing project tracking and resource management, increasing efficiency by 20%.

Trained the IT Department on timely project updates, improving alignment and Stage Gate approvals by 10%.

Developed SharePoint Repository for project plans and artifacts, streamlining document management and reducing retrieval time by 30%.

DEPLOYMENT PROJECT MANAGER DEC2014-OCT2015

AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL NEW YORK NY

Equipped team with required knowledge, resources, and materials to successfully execute project work based on detailed requirement for the configuration and testing of the Concur Travel online booking tool with Concur expense when in scope.

Utilized Microsoft Project Web Application (PWA) the server-based application for PPM tool.

Expertly used mindfulness to create a flexible HR file to update, add, or move Profiles from the online booking tool and other SaaS applications to the Contact Center, decreasing the time to launch by 20%.

Led deployment projects from planning to execution, achieving a 95% on-time and within-budget delivery rate.

Identified and mitigated risks, resulting in a 15% decrease in project-related issues.

GLOBAL PROJECT MANAGER OCT2011-AUG2014

RADIUS TRAVEL BETHESDA MD

Conducted due diligence research on client expectations from the “Sales Handoff” to project “Kick-Off” implementing global travel services and data capture for multiple agency partners into global Contact Centers.

Established business continuity plans for all clients and markets, ensuring seamless transitions and minimal disruptions.

Implemented Salesforce CRM. Defined elements for data capture for client reporting.

Enhanced brand positioning with comprehensive post-launch and end-state assessments, improving client satisfaction by 20%.

Awarded top Implementation Specialist by Senior Leadership for three consecutive years, recognizing exceptional project execution and process Improvement.

Developed lifecycle-based project templates in Smartsheet, improving project efficiency across fifteen markets.

IT PROJECT MANAGER JUN2009-APR2011

SYNTEL INC. AT AMERICAN EXPRESS GTT - CONTRACT SCOTTSDALE AZ

Trained IT Team Lead on creating project forecasts, schedules, and budgets in Clarity PPM for ten workstreams, enhancing project accuracy and efficiency.

Improved forecast accuracy by assisting IT teams in submitting and entering forecasts into Clarity PPM, reducing errors by 20%.

Secured offshore resources by submitting RFPs, optimizing resource allocation, and reducing costs by 15%.

Staffed internal and external resources in the Contact Center.

Developed Project Charter for Global Beta with Amex/IBM, defining clear project goals and deliverables, leading to a 10% increase in project success rate.

CERTIFICATIONS

Six Sigma Scrum Master, 2535404

Certified Risk Manager – In progress

Six Sigma Green Belt, 2966497

Project Management Professional, 1242380

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