Strategic Program Manager and Operations Leader

Ericka Parker, Mba

Baytown, TX 832-***-**** *************@*****.***

SUMMARY

Strategic Program Manager with 10+ years of experience leading portfolios of cross-functional initiatives, business operations, service delivery programs, and enterprise process improvement efforts. Proven success governing multiple concurrent projects, driving operational efficiency improvements, leveraging business analytics to support executive decision-making, and managing budgets up to $750K. Experienced partnering with executive leadership, supporting enterprise technology implementations, developing KPI reporting, and delivering measurable business outcomes through stakeholder engagement, portfolio governance, and continuous improvement. EDUCATION

West Coast University

MASTER OF BUSINESS ADMINISTRATION (MBA) 2024

EXPERIENCE

Administrative Professional 2025–Present

ROBERT HALF (CONTRACT ASSIGNMENT) Houston, TX

• Provide administrative support for election operations, ensuring accurate documentation, records management, and process compliance.

• Support high-volume customer interactions while maintaining quality standards and exceptional service delivery.

• Coordinate office operations including scheduling, document preparation, filing, data entry, and administrative support activities.

• Maintain confidentiality and accuracy when handling sensitive information and official records.

• Collaborate with cross-functional teams to resolve issues, improve workflow efficiency, and support operational objectives.

• Verify documentation and process records with strong attention to detail and compliance standards. Program Manager 2022–2025

MD ANDERSON CANCER CENTER Houston, TX

• Governed a portfolio of concurrent strategic programs supporting workforce, operational, and business performance objectives.

• Improved operational efficiency by 30% through business analysis, root cause identification, and process enhancement initiatives.

• Managed a $750K annual program budget, including forecasting, variance analysis, financial reporting, and resource planning.

• Developed KPI reporting and business analytics that informed executive decisions and identified performance improvement opportunities.

• Led cross-functional initiatives involving HR, operations, finance, workforce planning, and executive leadership.

• Managed multiple simultaneous initiatives, balancing priorities, resources, risks, dependencies, and stakeholder expectations.

• Partnered on enterprise technology implementations, influencing requirements, testing, rollout, adoption, and process optimization.

• Collaborated with technical and business teams to drive successful implementation and adoption of enterprise platforms.

• Directed governance activities including milestone tracking, risk management, issue resolution, and executive reporting.

• Developed onboarding, training, and operational readiness programs supporting employee effectiveness and organizational goals.

• Facilitated executive meetings, strategic planning sessions, and cross-functional stakeholder engagement activities.

• Mentored staff and provided guidance on program execution, operational processes, and continuous improvement initiatives.

Program Coordinator 2019–2022

MD ANDERSON CANCER CENTER

• Supported portfolio governance activities across multiple projects, ensuring alignment with strategic priorities and organizational goals.

• Coordinated concurrent operational initiatives supporting departmental objectives and executive priorities.

• Managed stakeholder communications, project documentation, schedules, and implementation activities.

• Monitored KPIs and prepared reports supporting business planning and continuous improvement efforts.

• Collaborated across departments to streamline workflows, improve service quality, and enhance operational performance.

• Supported change management, process improvement, and organizational effectiveness initiatives. Patient Access Specialist III Team Lead

KELSEY-SEYBOLD CLINIC

• Led daily service delivery operations supporting high-volume customer interactions and patient access services.

• Supervised 14 team members while managing staffing assignments, workload distribution, and operational performance.

• Utilized service metrics and performance data to improve scheduling efficiency and customer satisfaction.

• Coordinated workforce planning activities ensuring service continuity and operational readiness.

• Escalated and resolved complex customer issues while maintaining high service standards.

• Supported onboarding, coaching, training, and employee development initiatives. 401(k) Daily Administrator

AMERICAN NATIONAL INSURANCE COMPANY

• Managed retirement plan administration, reconciliation activities, reporting, and operational support.

• Conducted account reviews, issue resolution, and compliance-related documentation activities.

• Collaborated with internal stakeholders to ensure timely service delivery and process accuracy. Health Customer Service Representative

AMERICAN NATIONAL INSURANCE COMPANY

• Delivered customer-focused support while resolving benefits and account inquiries.

• Maintained service quality standards and performance metrics in a high-volume environment. TECHNICAL SKILLS

Portfolio Management

Program Governance

Agile Methodology

Business Analysis

Service Delivery Management

Cross-Functional Leadership

Strategic Planning

Project Management

Process Improvement

Root Cause Analysis

KPI Reporting

Performance Analytics

Executive Reporting

Stakeholder Management

Change Management

Enterprise Systems

Technology Implementations

Operational Excellence

Budget Management

Customer Experience

Continuous Improvement

Risk Management

Organizational Effectiveness

Customer Centricity

Workday HCM

SAP

Oracle

PeopleSoft

Power BI

Advanced Excel

Microsoft Project

Smartsheet

SharePoint

Microsoft Teams

Salesforce CRM

Epic EMR

Kronos

Workforce Software

ADP

OneStream

OBIEE

DocuSign

PowerPoint

Outlook

Access

CERTIFICATIONS

Google AI Essentials – Coursera (2025)

Cybersecurity Threat Vectors and Mitigation – Coursera (2026) Process Improvement Foundations – LinkedIn Learning (2024) Diversity & Inclusion in a Global Enterprise – LinkedIn Learning (2021) Project Management Fundamentals – Alison Institute (2019) Notary Public, State of Texas (Expires October 2028) SELECTED ACHIEVEMENTS

- Improved operational efficiency by 30% through business process optimization and data-driven decision-making. - Managed annual budgets up to $750K with forecasting, variance analysis, and executive reporting responsibilities. - Supervised and mentored teams of up to 14 employees. - Led portfolios of concurrent projects supporting operational, workforce, and business objectives. - Supported enterprise technology implementations including Workday, SAP, Oracle, PeopleSoft, and workforce management platforms. - Developed KPI reporting and executive dashboards supporting strategic planning and organizational performance.

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