Project Manager and Senior Consultant (Governance and Compliance)
Resume:
E D U C A T I O N
K L AUDE L AZO
S E N I O R P R O J E C T M A N A G E R S E N I O R C O N S U L T A N T R I S K P R O F E S S I O N A L T R A I N I N G & D E V E L O P M E N T E X P E R T E X E C U T I V E L E A D E R B U S I N E S S D E V E L O P M E N T S P E C I A L I S T C O N T A C T
************@*****.***
Metro Manila
https://www.linkedin.com/i
n/klaude-lazo-41806b96/
P R O F I L E
Dynamic and results-driven leader with over 14 years of experience in project management, consulting, quality assurance, operational and executive reporting, risk and compliance management, and training delivery. Proven ability to lead cross-functional teams, manage complex projects, and implement strategic initiatives that drive organizational growth. Skilled in risk management, quality assurance, and process optimization, with deep expertise in regulatory compliance. Passionate about fostering a culture of continuous learning and development to enhance team capabilities and performance.
A strategic thinker with exceptional communication, leadership, and problem- solving skills, dedicated to delivering high-impact results and operational PHILIPPINE WOMEN’S excellence.
UNIVERSITY
BS Business Administration
2020
2010
UNIVERSITY OF THE
PHILIPPINES LOS BAÑOS
BA Communucation Arts W O R K E X P E R I E N C E
DVE Business Solutions Pty Ltd NOV 2020 - PRESENT
Delivery Manager Senior Consultant Senior Project Manager As part of the Executive Team, oversee Organisational Improvement, Digital Transformation, and Governance & Compliance, ensuring project alignment and adherence to methodologies. Lead business development, process automation, and growth initiatives, while managing budget, milestones, quality, and client expectations. Successfully productized PMO frameworks and governance solutions, driving revenue and operational excellence.
Achievements:
Introduced a streamlined project reporting system, increasing data accuracy and efficiency while achieving annual cost savings of over
$50,000 AUD.
Designed and implemented a comprehensive quoting tool across Governance & Compliance, Organisational Improvement (OI), and Digital Transformation (DT) business lines, enhancing pricing accuracy and operational efficiency.
Developed and implemented PMO frameworks, reporting structures, and templates, which were productized and successfully sold to clients, standardizing project tracking, governance, and decision- making across industries.
Designed and implemented a comprehensive Quality Assurance (QA) framework for the Project Management Office (PMO), establishing standardized processes, performance metrics, and continuous improvement mechanisms to ensure project delivery excellence. O B J E C T I V E
Seeking a challenging role where I can utilize my strategic mindset, leadership abilities, and analytical skills to drive organizational growth, and streamline processes. Seeking opportunities to leverage my expertise and contribute to the success of a forward-thinking organization. S K I L L S
Project Management
Risk and Compliance
Business Development
Training and Development
Executive Leadership
Process Improvement
System and Framework
Implementation
T O O L S
Salesforce
Microsoft Office 365
Smartsheet
Teamwork
JIRA
Trello
Confluence
Lookerstudio
A W A R D S
2024 DVE Leadership Award
2023 DVE Champion
2020 DVE Way Awardee
2019 Telstra Extreme Awardee
Awarded to the top 1% of high-
performing individuals within the
company on a global scale
2017 Support Team
Recognition
2015 Oustanding Learning
Specialist - Telstra
2013 Loyalty Award -
Teleperformance
2012 Subject Matter Expert
Awardee - Teleperformance
Telstra MAY 2014 - DEC 2016
Responsible for conducting training sessions on telecommunications products, network operations, corporate culture, complaints management, dealer relations, telecommunications procedures, and sales techniques.
Learning and Organisational Development Specialist Achievements:
Led the implementation of a transformative quality assurance methodology shift from manual call listening to speech analytics, achieving an accuracy rate of 85%. This initiative significantly expanded quality monitoring coverage from 3% to 64%. Revamped the quality team by shifting focus from transactional quality assurance to analytics and incidents management Achievements:
Played a pivotal role in the establishment of Telstra's first captive contact center in Cebu, spearheading efforts to recruit and deliver top- tier agents to operational teams, ensuring the center's successful launch and ongoing excellence.
Facilitated workshops tailored to team leaders, consultants, coaches, and trainers from outsourced contact centers, enhancing their skills and knowledge to drive improved performance and efficiency Teleperformance NOV 2010 - APR 2014
Accountable for the delivery of comprehensive training programs covering customer service, product knowledge, and operational processes to ensure staff proficiency and enhance overall performance Trainer
Achievements:
Performed training needs analysis to identify knowledge and performance gaps, resulting in a 3% decrease in the transfer rate across the entire contact center.
Developed learning materials designed to enhance operational performance, and implemented diverse programs focused on learning and development initiatives.
R E F E R E N C E
Natasha Foster
CEO, Swift Risk Solutions
Chris Rolland
Chief Risk Officer, Telstra
Ian Thomson
Director of Student Experience,
Swinburne University of
Technology
Katrina Quinn
Senior Strategic Advisor,
Swinburne University of
Technology
Contact details are to be provided upon
request.
Telstra DEC 2016 - DEC 2019
Accountable for overseeing compliance in the company's contact centers located in the Philippines and Australia, ensuring adherence to legal and regulatory requirements across risk areas such as Privacy, Sales, Complaints, and Priority Assist. Responsible for developing, designing, and implementing a Quality Control Framework aligned with business objectives and industry best practices.
Quality Lead (Risk & Compliance)
W O R K E X P E R I E N C E
Spearheaded system automation initiatives and process enhancements that streamlined operations, reduced manual workload, and improved overall productivity.
Designed and developed project management and governance tools, including the Corporate Review Register, Risk Management System, and an Academic & Corporate Governance Suite of Tools, productized and marketed to drive revenue and business expansion. L A N G U A G E S
English
Filipino
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