Senior Project Manager with Cross-Functional Leadership
Resume:
PROFESSIONAL SUMMARY
Experienced project management professional with strong focus on
team collaboration and achieving results. Skilled in strategic planning, risk management, and stakeholder communication. Known for reliability and adaptability in dynamic environments. Prepared to drive impactful outcomes and lead projects to success. WORK HISTORY
Senior Project Management, 09/2013 - 11/2023
FedEx, Memphis, TN
Quality Assurance Management, 08/2010 - 09/2013
FedEx, Memphis, TN
Bella Vista, Arkansas 72715
*****.***********@*****.***
SKILLS
DORIS COLLINS
Govern entire life cycle of multiple projects for technical health and system enhancements.
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Spearhead technical strategy, planning and implementation for projects of up to $2M.
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Utilized strong communication skills to effectively collaborate with stakeholders at all levels of the organization.
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Monitored project progress, identified risks and took corrective action as needed.
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Identified areas for improvement in existing processes and proposed innovative solutions to optimize performance
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Successfully managed multiple projects with tight deadlines and budgets while consistently meeting customer requirements
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Performed Risk Mitigation Planning throughout the development process.
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Worked with International teams across multiple departments to identify priorities and to achieve organizational alignment across various projects.
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Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track..
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Product Owner of ServiceNow PDSM Incident, which is the global application that L1 Support enters trouble tickets.
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Conducted training sessions with groups and created training documents posted on the FedEx HOME page link where all employees have access.
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• Accomplished TNT onboarding.
Analyzed surveys and recorded calls to identify problems which led to education services for the Support Desk technician.
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• Effective Strategic Planning
• Strategic Project Planning
• Risk Mitigation Strategies
Operational Efficiency
Enhancement
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• Agile Project Management
• Stakeholder Management
• SWOT Analysis Proficiency
• Project Scope Management
• Analytical Problem Solving
Proficient in MS Office Suite and
Collaboration Tools
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Excellent organizational and
multitasking skills
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IT Support Desk, 04/2007 - 08/2010
FedEx, Memphis, TN
Service Repair Line Representative, 05/1992 - 02/2007 WINDSTREAM Telephone Company, Rogers, AR
EDUCATION
Associate's Degree, Business Management, 01/1991
State Fair Community College - Sedalia, MO
APPLICATION EXPERIENCE
Ensured compliance with industry best practices by staying abreast of emerging trends in quality assurance management.
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Championed quality assurance initiatives leading to enhanced product offerings and increased customer satisfaction ratings.
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Oversaw quality assurance management and offered suggested recommendations.
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Mentored junior team members, providing guidance on best practices in Quality Assurance management.
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Helped resolve issues with internal customers' computer and application problems.
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Proven expertise using Servicenow and leverage a knowledge base to find information to fix incidents.
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• Awarded Employee of the Month multiple times.
Managed high levels of call flow and responded to technical support needs.
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Responded to customer inquiries and provided technical assistance over phone and in person.
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• Researched and identified solutions to technical problems. Managed approximately 30 incoming calls, emails and faxes per day from customers.
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Enhanced company reputation by providing exceptional customer service and support.
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Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
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Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
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• MS Office
• Outlook
• TEAMS
• Zoom
• Virtual Agent
• CHAT
• Power Point
• Excel
• ServiceNow
• Workday
• Image
• Agile
• Kronos
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