Program Manager: Vendor & Process Optimization

Chandra Acharjee

Seattle, WA ****************@*******.*** 206-***-****

PROFESSIONAL SUMMARY

Seasoned Program Manager with 8+ years of experience in operational support, vendor management, and process optimization within enterprise organizations across financial services and telecommunications. Proven ability to collaborate with cross-functional teams and stakeholders to deliver projects on deadline, implement rigorous controls, and drive scalable process improvements. Experienced in coaching vendor teams, including an international agency, and in applying AI tools to reporting and analysis. Recently completed an FP&A certification from Columbia University, adding budget governance and financial planning expertise to deep operational capabilities.

SKILLS

Program & Project Management Vendor Management & Optimization Coaching & Mentoring Customer & Client Relationships Governance Frameworks Program Controls & Policy Documentation Process Improvement & Six Sigma Performance Metrics & KPI Reporting SLA & Quality Monitoring FP&A & Budget Management Change Management & Training Cross-Functional Collaboration Stakeholder Management Process Mapping (Microsoft Visio)

WORK EXPERIENCE

T-MOBILE Bellevue, WA

Program Manager (Official Title: Analyst, Agency Support) May 2017 - September 2025 Oversaw all aspects of operational support for T-Mobile's post-collections vendor program (11 outside agencies), enabling the department's goal of $100M+ in post-collections, including ownership of the end-to-end system access process for agency employees. Partnered with Compliance, Cybersecurity, Engineering, and IT on separate projects.

• Reduced onboarding processing time by 40% and cost by 25% by redesigning the system access request workflow in Visio, creating a process playbook and best practices, and putting stricter program controls in place, resulting in higher agency user satisfaction and a scalable intake process.

• Strengthened security posture by 30% by partnering with Compliance, Cybersecurity, and IT to implement multi-factor authentication for agency users, defining and writing the operational business requirements and tracking delivery to each agency, resulting in stronger third-party access controls.

• Improved reporting efficiency by 38% by spearheading the redesign of collection activity status reporting and standardizing agency account statuses, enabling consistent tracking of accounts and agency performance.

• Held all 11 agencies accountable to SLAs, performance metrics, quality standards, and regulatory guidelines by leading bi-weekly operational business reviews, coaching and mentoring agency teams (including one in India) on T-Mobile work standards and policies, and tracking audit-identified gaps, reducing risk exposure and potential legal risk.

• Leveraged AI tools to streamline analysis and surface performance trends across agency relationships, informing discussions in bi-weekly business reviews.

• Developed 5 key performance indicators in collaboration with Compliance and leadership and presented quarterly KPI reporting to upper management, providing data-driven insights into agency compliance, business, and operational performance.

• Trained 200+ agency employees by overseeing the T-Mobile Privacy training program with Legal and delivering hands-on training tracked in Cornerstone, resulting in improved contractual performance and protection of CPNI.

• Increased team efficiency by 20% and ensured operational continuity by building new audit processes and policy/workflow documentation for all departmental audits and keeping the documentation current as access rules changed, resulting in seamless knowledge transfer during transitions. EXPEDITORS INTERNATIONAL Seattle, WA

Credit Analyst May 2013 - May 2017

Evaluated creditworthiness of public and private companies to assess financial health and make informed lending recommendations.

• Reduced delinquency rates by 25% by evaluating high-risk accounts and delivering credit limit recommendations to management, resulting in mitigated potential losses.

• Rated 300+ multinational companies and supported lending approvals by performing cash flow and liquidity ratio analysis within established limits, resulting in sound lending decisions and informed management action on higher-risk accounts.

• Prepared weekly AR aging reports on 75 global accounts for upper management, identifying irregularities and supporting effective collection strategy development.

• Minimized risk across 40+ client accounts (including Samsung, Microsoft, Schneider) by monitoring progress through monthly financial reviews and advising branches on credit limit adjustments.

• Received recognition from leadership for impactful contributions that influenced risk management decisions and credit recommendations.

H&R BLOCK Seattle, WA

Tax Associate (Seasonal) December 2011 - April 2013

• Built trusted, personalized client relationships to increase retention, researched complex tax regulations, and prepared accurate federal returns in compliance with IRS regulations. VOLT OPERATIONAL ACCOUNTING Federal Way, WA

Billing Reconciliation Analyst July 2012 - October 2012

• Prepared timely, customized invoices and reports for 7 global customers, processed corrections and reconciled accounts, and coordinated with corporate departments to resolve issues proactively. CERTIFICATIONS

• Certificate in Financial Planning & Analysis (FP&A), Columbia University, April 2026

• Generative AI Bootcamp, Outskill, August 2026

• Claude 101 Workshop, Outskill, September 2026

• Lean Six Sigma Green Belt, ETI Group USA, June 2021

• Real World Project Management, T-Mobile

• ChatGPT 101 and 102, T-Mobile

VOLUNTEER EXPERIENCE

SPREEHA (Non-Profit), King County, WA Fundraising Coordinator & Accounting Support 2013 - 2021 EDUCATION

Bachelor of Arts, Business Administration (Finance) University of Washington, Bothell, WA

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