Customer Experience Coordinator with Event & Project Leadership

MELISSA G. HILL

Alvaton, KY 615-***-**** ***.**.****@*******.***

BIOGRAPHY

Detail-oriented, customer-centric professional with over 20 years of experience managing projects from concept through launch and delivering exceptional service and support in fast-paced, client-facing environments. Proven ability to organize and manage cross- functional teams, customers, and vendors while maintaining clear, consistent communication. PMP-certified project manager with a strong foundation in leading end-to-end initiatives across multiple industries, always with a focus on customer satisfaction, operational excellence, and meeting contractual requirements. Recognized for anticipating and resolving issues proactively, adapting quickly to changing needs, and building trusted relationships that drive successful events and long-term partnerships EDUCATION

Oklahoma State University

M.A., Technical Communication (Coursework completed) University of Missouri – Rolla

B.A., English and Communication

PROFESSIONAL EXPERIENCE

Missouri University of Science & Technology

IT Senior Strategic Project Manager / Relationship Manager Rolla, MO

• Acted as a primary liaison between IT and university departments, ensuring client needs were understood, prioritized, and addressed through effective communication and tailored solutions.

• Led the planning, coordination, and execution of large-scale technology and process improvement projects, ensuring all phases ran smoothly, on time, and in alignment with stakeholder expectations.

• Managed all logistics for project rollouts—including communications, resource scheduling, documentation, training, and stakeholder engagement—resulting in efficient adoption and high satisfaction across campus.

• Developed and delivered detailed project plans, status updates, training sessions, and leadership presentations to support consistent engagement, clarity, and transparency throughout each initiative.

• Created user-friendly IT policies and support materials to enhance the end-user experience while maintaining compliance and operational efficiency.

• Consistently maintained a customer-first approach, resolving issues proactively and fostering trusted relationships with departments, vendors, and cross-functional teams.

Desktop Support Manager

• Managed a 30-member IT support team serving the campus with a focus on Quality Assurance and continuous service improvement, resulting in significant reductions in response times and increased user satisfaction.

• Orchestrated integration projects to deploy new technologies across the campus infrastructure, applying structured Project Management methodologies.

• Analyzed support ticket data to identify trends, drive process improvements, and enhance service delivery by implementing effective Risk Management strategies.

• Led campus-wide IT communications to ensure clarity and consistency for all technology initiatives, promoting effective stakeholder engagement.

Kenneth Copeland Ministries (KCM)

Senior Project Manager Fort Worth, TX

• Directed enterprise-level projects across supply chain, CRM, partner development, and web platforms, ensuring on-time, on-budget delivery.

• Managed cross-functional teams from project inception to deployment, including scope definition, budgeting, resource allocation, and stakeholder communication.

• Established executive reporting practices for leadership visibility and issue resolution. KPMG Consulting, Inc.

Senior Manager Dallas, TX

Led multi-million-dollar IT programs for national clients in telecom, energy, and services industries, managing teams of 15-40 members and overseeing PMO operations, QA strategy, and process improvement initiatives. MELISSA HILL, Alvaton, kY 615-***-**** ***.**.****@*******.*** Key Achievements:

• Verizon: Directed an $18M, 600-member website initiative, managing PMO operations, business requirements, and incident manage- ment.

• SBC/Cingular Wireless: Delivered smoothest Amdocs Billing System implementation in client history, leading a 40-member QA team; earned follow-on contracts.

• Reliant Energy: Managed QA compliance across 18 systems, securing $1M contract extension by training five organizations on testing methodology.

• ClubCorp: Established EPMO framework and led IT assessments, securing $2M in additional business. Cap Gemini Consulting

Senior Principal Consultant

• Directed software implementation and QA initiatives for retail, insurance, and telecom clients, improving product quality and client satisfaction.

• Led testing and training programs for corporate systems at Zale Corporation and CSC Logic, resulting in contract renewals and expanded engagements.

• Managed multi-state software development teams at AT&T, implementing corporate reporting policies and process improvement initiatives.

Electronic Data Services

Project Manager / QA Manager / Systems Engineer Plano, TX

• Delivered enterprise banking, retail, HR, and claims systems for clients in the U.S., Europe, and Australia, achieving 100% on-time delivery.

• Led global teams through full SDLC phases, including requirements, QA, training, and change management, ensuring smooth user adoption and system performance.

• Secured multi-million-dollar contracts through successful project delivery and client engagement. SKILLS

• Project Leadership and Strategy: Change Management, Event Planning, Project Management (Agile, Waterfall, Hybrid), Program Management, Portfolio Management, Risk Management, Strategic Planning and Execution

• Business and Data Analysis: Business Requirements, Data Analysis and Reporting, Data Governance, Data Management, Process Improvement and Reengineering, Product Management

• Collaboration and Communication: Cross-Functional Collaboration, Communication, Conflict Resolution, Customer Education and Consulting, Executive Reporting, Negotiation, Relationship Building, Stakeholder Engagement

• Technical and Quality Expertise: Customer Experience Optimization, ITIL, Quality Assurance and User Acceptance Testing, Software Development Lifecycle (SDLC)

• Core Strengths: Adaptability, Attention to Detail, Critical Thinking, Empathy, Emotional Intelligence, Leadership, Organization, Problem Solving, Time Management

CERTIFICATIONS & AWARDS

• Project Management Professional (PMP): Project Management Institute (PMI)

• Support Center Manager (SCM) and Knowledge Management (KCS): Help Desk Institute

• Service Provider Market Fundamentals and Telecommunication Strategies: Cisco

• Systems Engineering Development Program Graduate: EDS Two-Year Program

• Top Performer Awards

• PMI Volunteer of the Year Award

Dallas, TX

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