Enterprise Project Manager Global Ops North America Resume Example General Electric

ENTERPRISE PROJECT MANAGER - GLOBAL OPS NORTH AMERICA

Executive Summary

Certified Project Management Professional with 20+ years of experience leading diverse teams and large scale (million dollar), complex projects. Passionate about leveraging technology to deliver high quality, consistent services to our customers. Proven leader in difficult circumstances by engaging team members and leveraging strong listening skills. Extensive experience utilizing Change Acceleration Process tools, lean, and 6 sigma principles. Dedicated to developing team members through education and carefully selected stretch assignments. Partnered with cross functional teams to translate complex business needs into functional requirements. Ensuring testing, system/procedural documentation, training programs, and post go live support. Deliver on time and within budget. Root cause analysis to minimize errors, ensuring effective data feeds between various systems. Ability to leverage experiences when providing creative, strategic solutions that drive improvements for an organization's services.

Core Qualifications

Staff Development
Change Management
Project Management
Organizational development

Customer Service
Quality - Green Belt Certification
Change Acceleration tools
Call Center Management

Professional Experience

Enterprise Project Manager - Global Ops North America Apr 2012 to Current
General Electric － Fort Myers, FL

Support large scale global projects.
Responsible for developing project management skills within the pay and benefits organization.
Developed and delivered interactive training programs to cover project management standards leveraging Project Management Institute (PMI) global standards.
Provide ongoing mentoring to project leads to avoid pitfalls and overcome business challenges.
Partnered with HR and key suppliers to develop the Service Delivery model for Puerto Rico employees and ensured successful implementation.
Provided input into S2 by analyzing the financial and customer service implications of various service delivery models allowing the business to make informed decisions.
Project lead for several cross functional projects.
Adopted Fast Works to make immediate impact within the call center, exceeding goals.
Leveraged lean tools to minimize customer defects created by incorrect employee demographic and job data.
Attained Agile - Scrum Master certification to broaden my project management expertise enabling me to coach teams to deliver change at a faster pace.

Data, Technology, and Metrics Leader - US BenefitsJan 2012 to Jun 2013
General Electric － Remote, FL

Team lead for 8 project managers, remote employees who were responsible for ensuring quality data delivery and compliance to Fairfield plan owners and key business leaders to manage cost drivers and make strategic company wide decisions.
Managers were responsible for service integration tools and annual events during a major upgrade to ensure uninterrupted customer service.
Applied Business Intelligence industry standards while championing the creation of scorecards for several teams to help the business monitor operations and drive better business decisions impacting 700,000 covered lives across 16 business units.
Simplified the security process granting access to employee data for call center agents ensuring compliance and eliminating waste.

Service Delivery Leader - US PayrollAug 2006 to Dec 2012
General Electric － Fort Myers, FL

Service delivery leader for team of 10 business partners responsible for customer service for US Payroll, providing a single point of contact for all GE businesses.
Providing best service at the lowest cost to the GE businesses, providing year over year savings.
Retooled team from processing experts to strategic business partners through extensive use of CAP tools and enhanced selection processes.
Leveraged my customer service experience gained through my time at Marriott to develop a partnership with over 600 HR contacts across all the GE facilities within the US.
Collaborated cross functionally (HR, Operations, Legal, IT) to facilitate the rapid resolution of broad based payroll issues.
Developed plans to eliminate recurrence.
Strong advocate for the GE businesses to ensure our services met their unique business needs.
Led operational readiness for an enterprise wide software implementation to ensure that the businesses and call centers were informed and prepared for the platform change and ensure 250,000 employees were Strictly Private 2 Printed on 24-Nov-2014 paid correctly.
Accountable for accuracy and timeliness of call center operations for 30 agents, responding to 75,000 service requests per year.
Maintained high employee morale in a fast paced environment.
Monitored data accuracy for 10 India based consultants.
Analyzed NPS survey results to establish annual goals for the team, collaborating with the GE businesses to improve service.
Leveraged POSE (point of service) data to establish goals for call center to improve customer satisfaction.
Provided HR partners with sorely needed reference materials and training programs to ensure downstream accuracy and compliance of processes and procedures to minimize GEs liability.

Payroll Integration LeaderDec 2003 to Aug 2006
General Electric － Fort Myers, FL

Led team of 19 people responsible for enterprise wide implementation for a $500 million a year payroll for 8 GE businesses.
Instrumental in helping to bridge the cultural gap between Florida and New York offices.
Effectively utilized technology to build a strong multi-location development team.
Able to motivate individuals who were expecting their jobs to be relocated.
Led design and testing efforts around the most complex payroll functions: time and labor processing for 700+ payrolls, self-service applications, earnings, deductions, and check print.
Accountable for robust system documentation.
3 employees achieved bachelor's degrees and 4 obtained CPP certification.
A number of these employees were promoted following implementation.

Payroll Self Service Implementation LeaderNov 2002 to Dec 2003
General Electric － Fort Myers, FL

Responsible for transitioning 100,000 Payroll self service users seamlessly to new payroll platform.
Led gap analysis for Peoplesoft self-service tools.
Developed plans to address the significant gaps between current functionality and that offered by People soft.
Organized Genesis Day attended by over 100 employees to raise awareness of PeS.
Led efforts to integrate Fort Myers into the Schenectady Business Update Meetings to aid in the integration of the US Employee Services organization.
Developed an analyst to obtain a black belt role.
Received management awards and stock options.

Acquisition Leader - US PayrollApr 2000 to Nov 2002
General Electric － Fort Myers, FL

Led a team of approximately 10 direct reports responsible for e Business efforts and 34 Payroll Transitions impacting over 20,000 employees.
Collaborated effectively with the benefits transition leader to provide more cohesive employee services to our business partners.
Mentored 2 employees to achieve GB certification.
Saved another $130,000 in further web application development.
Received management awards and stock options.

Payroll Analyst - e BusinessJul 1999 to Apr 2000
General Electric － Fort Myers, FL

Responsible for implementing a cohesive IT self service strategy for payroll.
Led team of 6 payroll analysts to design, test, implement, and maintain payroll self-service applications.
Integrated payroll web site with benefits.ge.com simplifying the interface for employees.
Partnered with the business' CFOs to increase utilization by almost 400%.
Industry leading web applications saved almost $380,000 a year.
Organized eDay event attended by over 250 employees to increase comfort with and understanding of the technology.
Developed enhanced appreciation for external simplification.
Gained change management expertise.

Project CoordinatorJul 1995 to Jul 1999
General Electric － Fort Myers, FL

Highly sought after project leader tasked with improving payroll efficiencies, reducing cost and errors.
Focused on the practical use of technology as an enabler to enhance customer service and operational excellence.
Ability to build a highly effective bridge between the functional and technical teams regardless of global location.
Functional lead for implementing Interactive Voice Response for 5 different payroll applications including time reporting.
Design and implementation of online pay summaries.
Y2K testing.
Call Management implementation.
Savings in excess of $150,000.
Completed 5 Green Belt projects.
Obtained GB Certification, management awards.

Payroll Professional Aug 1993 to Jul 1995
General Electric － Fort Myers, FL

Representative/ Assisted a team of 10 payroll representatives in areas of skill development, problem resolution, customer.
satisfaction, goal setting, and establishing best practices.
Gained payroll functional expertise.

Front Desk SupervisorMar 1992 to Feb 1995
Marriott Courtyard － Fort Myers, FL

Directing, controlling, and supervising desk clerks, to ensure the best possible guest satisfaction, employee morale, standards, training, and profit.
Developed deep understanding of customer retention practices in a business model with low switching costs.
Developed strong relationships with customers to ensure brand loyalty to secure the highest occupancy rates within the area.
Responsible for addressing all escalated service concerns at the site.

Education

High School DiplomaSandusky High School － Sandusky, Ohio

Bachelor of Science, Business Administration - EconomicsBowling Green State University － Bowling Green, Ohio

MBA, ManagementFlorida Golf Coast University － Fort Myers, FL

Technical Skills

Skills		Experience		Total Years		Last Used
Peoplesoft		project mgmt		7		5

Affiliations

Project Management Institute (PMI)

Gartner Business Intelligence

Everest Group Benefits Administration

Certifications

PRESENTATION SKILLS

NFLUENCING SKILLS

THINK ON YOUR FEET

Agile - Certified Scrum master(2014)

Project Management Professional Cert(2013)

Change Acceleration Process(2011)

Black Belt(2001) Six Sigma

Lean

Languages

Languages Italian(Basic) Spanish(Basic)

Skills

Agile, analyst, Basic, Bachelors, Benefits, Business Administration, Business Intelligence, call center, change management, coach, com, customer satisfaction, customer satisfaction, customer service experience, customer service, Delivery, Directing, downstream, drivers, E-Commerce, e Business, E-Business, Economics, Fast, Finance, financial, Functional, goal setting, HR, Italian, Interactive Voice Response, Languages, Leadership, Team lead, Legal, materials, Meetings, mentoring, access, 2000, Works, enterprise, Payroll, Peoplesoft, People soft, PRESENTATION SKILLS, problem resolution, processes, profit, Project lead, project leader, Project Management, quality, reporting, Six Sigma, Spanish, strategy, Strategic, supervising, system documentation, training programs, unique, upgrade, web applications, web application development, Y2K

Resume Overview

Companies Worked For:

General Electric
Marriott Courtyard

School Attended

Sandusky High School
Bowling Green State University
Florida Golf Coast University

Job Titles Held:

Enterprise Project Manager - Global Ops North America
Data, Technology, and Metrics Leader - US Benefits
Service Delivery Leader - US Payroll
Payroll Integration Leader
Payroll Self Service Implementation Leader
Acquisition Leader - US Payroll
Payroll Analyst - e Business
Project Coordinator
Payroll Professional
Front Desk Supervisor

Degrees

High School Diploma
Bachelor of Science , Business Administration - Economics
MBA , Management

Enterprise Project Manager - Global Ops North America Resume Example

Resume Score: 90%

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