Project Manager Quality Assurance
Resume:
SHERYL A MILLER
******.*.*******@*****.***
Professional Career Summary.
●Results driven professional with experience in Agile and Waterfall methodologies, stakeholder collaboration, and working with cross-functional teams.
●Proven ability to align strategic goals with
●Eagerly accepts new tasks to quickly establish credibility and maintain effective working relationships to drive various project milestones to their successful completion with strong attention to detail and accuracy.
●Experience with various Project delivery methodologies such as Waterfall and Agile delivery.
●Proficient with MS Office; Excel, PowerPoint, Outlook, and Teams.
●Experience using Jira and managing Confluence.
Skills
Wells Fargo – West Des Moines, IA Dec 2022 – Dec 2024
Senior Project Manager - Project Management
●Successfully drove and tracked enrollment of ~22M + Debit and Credit cards into a third-party eCommerce wallet ahead of schedule.
●Developed and maintained strong relationships with senior stakeholders and cross-functional Agile teams to ensure successful delivery and launch of new digital wallet, Paze.
●Created and maintained Confluence site contents with administrative duties.
●Flawlessly took over production validation duties for Paze by navigating through documented processes and procedures.
Senior Project Manager - QA/QC Team Sep 2022 - Dec 2022
●Built training plan for offshore team in India for Quality Control and Quality Assurance processes.
●Led core team to strategize, plan, and execute training initiatives in India to monitor policies and procedures.
●Created Project Charters with milestones, deliverables, and project plans, to support the objectives, and timelines.
●Develop a capacity planning model to use across front-line monitoring, collaboratively working with Quality Control and Quality Assurance teams to define processes and metrics.
●Initiated project to create performance management standards to support performance management efforts.
Aureon – West Des Moines, IA May 2021 – Sep 2022
Project Manager
●Demonstrated ability to track and drive follow through of complex and non-complex initiatives with various timelines managing all activities in the project life cycle, with various deadlines.
●Developed and implemented project plans and timelines resulting in on-time, high-quality delivery of client services.
●Successfully managed 25 to 35 projects with varying complexity and product delivery types, such as IT and communication.
●Collaborated with technical, product, business, and implementation teams to manage expectations and identify technical solutions to ensure client satisfaction.
●Created and maintained standard operating procedures for various project types.
Lumen (previously CenturyLink) Des Moines, IA Nov 2018 – May 2021
Program Manager
●Collaborate with builders, internal engineering, construction teams, business leaders/owners, and marketing teams to work towards completing project tasks and aligning on targeted delivery dates.
●Coordinate projects/programs across various business groups to ensure timely delivery of objectives.
●Developed partnerships as a trusted source/advisor with developers and internal teams to create a service solution, along with marketing plans to suit their needs.
●Created and maintained Project plan and overall communications, and execution throughout the life cycle.
●Demonstrated ability to track and drive follow-through on proposed initiatives through implementation while managing tight timelines and competing priorities; successfully holding business partners accountable to meet critical deadlines.
Allianz Life – Golden Valley, MN Jun 2017 – Nov 2018
Operations Associate
●Individual contributor responsible for Researching and responding to service inquiries from customers.
●Developed positive business relationships with all clients by thoroughly understanding their needs and providing valuable feedback in a timely, professional manner.
Scoular – Urbandale, IA Nov 2015 – Jun 2016
Project Systems Manager
●Collaborate with the marketing team to write several new processes.
●Create and support the implementation of continuous process improvements that maximize website performance and streamlined maintenance.
●Establish relationships with employees to gather requirements for process improvements by utilizing Google map presence.
●Participated in the development and integration of a marketing database program that sought to centralize various levels of information.
●Coordinated with contracted vendors to resolve technical issues.
CenturyLink (previously Qwest and US West) Jan 1999 – Jul 2015
Senior Business Analyst 2011 – 2015
●Provided call study root cause analysis that used speech and text analytics to monitor client calls to better understand customers and improve overall results.
●Collaborated with colleagues to design proprietary speech analytics technology for root cause analysis to identify process or procedure gaps, marketing effectiveness, call improvement, and sales initiatives.
●Managed client vendor relationships, processes, call flows, and controls of the quality assurance process.
●Successfully gathered requirements from stakeholders including a detailed analysis for change management pertaining to various lines of business.
Sales Operations Consultant III 2009 – 2011
●Successfully led and implemented a large scale (NPS) Net Promoter program, working with all levels of employees from online consultants to executive leadership across various lines of business.
●Spearheaded leadership accountability for behavioral improvement from NPS expecting timely feedback and holding them accountable for their teams’ results.
●Successfully managed various projects and partnered closely with corporate strategy and quality assurance teams to drive necessary business procedure changes.
●Partnered and collaborated with stakeholders and all levels of management to build and develop complex process flows. Analyzed and modeled data for client-driven teams.
●Served as the SME and trusted resource for all regulatory and compliance quality assurance matters.
Manager – Senior Quality Assurance Vendor Manager 2007– 2009
●Participated in developing the Vendor Request for Proposal (RFP) process, used for our vendor in Manila, Philippines, and the Statement of Work contract, both documents created to establish our business plan to mitigate risk within an offshore working model.
●Collaboratively created, planned, and implemented our offshore quality assurance monitoring procedures for the training program for our new quality assurance vendor.
●Managed operations of our offshore quality assurance team, which required me to have clear and concise verbal and written communication with them to drive accountability to meet their critical deadlines within our contract.
●Effectively communicated timely results to various levels of individuals, including executive leadership of any findings to drive results for change management and accountability of business practices and regulatory compliance items.
Team Lead – Quality Assurance Manager 2005 – 2007
●Led and developed a team of 13 managers to monitor consultants with established procedures to give meaningful feedback of their findings and create accountability and consistency.
●Developed communication plan to report timely results to various levels of individuals, including executive leadership of any findings to drive results for change management and accountability of business practices and regulatory compliance items.
●Created partnerships and collaborated with various management levels, including senior leaders within various call centers, regulatory compliance, operations, and quality assurance teams to create controls for a solid quality assurance monitoring program to meet all business and legal requirement needs.
●Established a reputation as a trusted advisor, mentor, and SME for support of the quality assurance.
Sales Consultant - Corporate Trainer - Sales Coach & Flex Coach 1999 - 2005
●I started online as a sales consultant; within 6 months I was asked to train in a new training class. I trained for a little over a year, then had my own team of sales consultants. My demonstrated ability to navigate through the job and training others gave me the opportunity to mentor my peers with their coaching opportunities.
Education
Coursework in Business Management - American Institute of Business Des Moines, IA (1996 – 1997)
Net Promoter Certified – Satmetrix – 2009
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