director of implementation management resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
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Professional Summary

Focused Leader with 18 years of success in supporting customer-oriented software and mobility programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations and continuous operational improvement.

  • Operations Oversight
  • Policy and procedure implementation
  • Business planning and development
  • Staff management
  • Problem resolution
  • Project and Program Management, Project Implementation
  • Managing revenue projections, cost control, and financial Management
  • Process improvements
  • Building Strong Relationships
  • Product And Service Sales
  • Customer Interaction
  • Excellent Communication Skills
Professional History
Director of Implementation Management, 06/2021 to Current
PersadoSan Francisco, CA,

Responsible for ensuring that the company's operations were efficient, effective, and aligned with the strategic goals and vision of the new organization. Some of the main duties included:

Developing and implementing operational policies and procedures for the company. Planning and monitoring the day-to-day operations of the business to ensure smooth progress and quality standards. Supervising and coaching staff from different departments and providing constructive feedback and guidance. Evaluating and improving the performance and productivity of business processes and systems. Managing the budget and financial resources of the company and ensuring cost-effectiveness and profitability. Collaborating with other senior managers and executives to develop long-term business plans and objectives.

  • Organized project implementation resources and leveraged expertise to assist with the organizational rollout. Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
  • Evaluated and defined internal and external customer needs, implementing processes to address requirements.
  • Managed and reviewed documentation requirements such as NDA's, SOW's, MSA's, and any legal operational documents prior to sign off.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify new division of operations and products for software and service. Our first customer sold committed to purchase 3,000 lines of service and support. Within 12 months we had exceeded 3,000 units of service and support by 33,000 units. By end of year 2 we had 7 customers with over 150,000 lines of service sold with survey rating of 92% out of 100%.
  • Developed and maintained relationships with customers and suppliers through account development.
Director of Service Delivery, 09/2020 to 06/2021
AdpMount Pleasant, SC,
  • Managed all operational business for the warehouse, Installation project managers, and Installers for the northern front range (Ft. Collins to Denver) and Grand Junction Markets.
  • Analyzed financials, customer service metrics, installation surveys, customer feedback and current internal infrastructure to assess areas in need of improvement and develop solutions to improve customer satisfaction.
  • Structured and executed operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analysis, and developing recommendations.
  • Led and assisted technical upgrade projects for CRM and warehouse systems by working and coordinating with consultants and developers for integrations.
  • New CRM resulted in improved automated functions and resulted in 18% of workload migrating to system automation.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.
  • Communicated with customers concerning installation accuracy and pricing evaluations. Resolved issues as primary escalation point of contact.
  • Worked closely with management teams to plan, develop and execute strategies aligned to client's vision.
  • Effectively managed and analyzed project managers performance to identify areas of improvement and delivered insights and recommendations based on analyses.
Implementation Project Manager II, 08/2009 to 09/2020
SprintCity, STATE,
  • Worked with public sector, small business, and corporate customers to understand company needs to provide telecom, MaaB (Mobility as a Benefit), and SaaS services (Software as a Service) .
  • Responsible for successful implementation of telecom, software, hardware and solutions, deploying over 13,000 units in 2020.
  • Managed quality assurance , including on-site evaluations, internal audits and customer surveys.
  • Resolved network, billing, and service related issues to improve operations and provide exceptional client support.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
  • Directed large-scale development and implementation of wireless and operational solutions to meet business needs and build client loyalty.
  • Suggested solutions to developing problems during project so that correct modifications could be made.
  • Identified areas of weakness and recommended or implemented process improvements, this allowed specific churn targets to be met and exceeded month over month from 2% to .12%.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Developed, maintained, and voided contracts, NDA's, and Statements of work including, new business contracts, redlining, and renewal.
Bachelors of Science: Business Management, Expected in 05/2023 to Colorado State University - Colorado,

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Resume Overview

School Attended

  • Colorado State University

Job Titles Held:

  • Director of Implementation Management
  • Director of Service Delivery
  • Implementation Project Manager II


  • Bachelors of Science

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