Process Improvement Experience Manager

SARAH M. PATTON

*** **** ******* – Algonquin, IL

60102

847-***-**** ************@*****.*** www.linkedin.com/in/sarahmariepatton

Overview

Twenty years of remote experience mobilizing talent across the global market to meet and support client business objectives. Primary focus on employee engagement and implementing sustainable operating models designed to adapt to ever-changing market landscapes. Emphasis on continuous process improvement and creating a consistent and positive experience for clients and client servers.

Professional Experience

EY Chicago, Illinois April 2017-Feb 2025

EY provides a better working world by realizing business transformation through the power of people, technology and innovation.

Experience Management, Experience Manager

Professional Experience:

oProvided strategic insights on gauging health of business, improving charged hours/utilization results, and instilling confidence with broader leadership on our ability to deliver accurately management’s expected forecast

oEmphasized delivering deployment solutions that are fact-based & employee-focused while driving quality results for clients

oConcentration on delivering impactful experiences across EY Mobility, acting as surrogate coach, and increasing feelings of belonging and inclusion

oPrioritized bench management, aligning resources to value-add initiatives that assist personal development, intellectual capital, and solution delivery

oOffered leadership insights on gaps and concentrations of skills and levels, needed now and in the future, to improve strategic workforce planning efforts

oEncouraged client servers to engage in appropriate learning/education while on bench or in preparation for new roles

oDelivered onboarding training for new client servers regarding deployment processes, Experience Management’s role in their work trajectory, and expectations of two-way dialogue to propel career advancement

Leadership Experience:

oIncreased company efficiency, managing client-serving headcounts exceeding 250

oAided in resolving contentious deployment situations regarding necessary, client-supporting tradeoffs, inclusive communication, and key compromises for the benefit of employees and clients

oSupported and counseled Experience Management resources that joined EY via acquisitions, ensuring teams were ready to engage on day one with EY systems and tools

PricewaterhouseCoopers, LLP Chicago, Illinois Nov 2010—April 2017

PricewaterhouseCoopers US offers industry-focused consulting services to public, private, and government clients in all markets.

Demand Management, Demand Manager

Expert in utilizing resources by matching the right talent to the proper roles; Proven track record of delivering strategic insights and actionable recommendations to firm’s senior leadership

oLed discussions, provided suggestions, and drove decisions for existing and new opportunities by assessing client opportunity, long-term revenue stream, discounts, and contribution margin

oEffectively supported senior leadership to improve client metrics, frequently reviewing engagements and identifying opportunities for improvement in areas such as team leverage

oCreated capacity vs. demand forecasting model to identify gaps and concentrations in specific skills and levels, which drove recruitment of new hire targets

oDrove dialogue concerning resources that had been difficult to staff, or had demonstrated performance/skill deficiencies

oProvided leadership and Human Resources department with fact-based information to manage client risk and support remediation

Diamond Management and Technology Consultants Chicago, Illinois May 2005-Nov 2010

Diamond Management & Technology Consultants, Inc. was an international business strategy and technology solutions consulting firm serving Global 1000 companies.

Staffing Coordinator

Acquired by PwC November 2010.

Other Information

Skills Demonstrated/Tools Mastered:

Skills

Tools

Stakeholder Management

Microsoft Office Suite, Teams

Business Process Improvement

Retain

Analytics/Reporting

PeopleSoft Financials/Resource Modules

Quality Control

Salesforce.com

Project Management

SharePoint

Talent Development

Google Docs, Sheets, Slides

References

Contact Details Provided Upon Request

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