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Head of Project Management and Director of CX Resume Example

Resume Score: 80%

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HEAD OF PROJECT MANAGEMENT AND DIRECTOR OF CX
Professional Summary

Versatile Senior Executive bringing 10+ years of experience as accomplished leader of Product Management and Customer Experience Director . Strategic problem solver, change manager and visionary executive with success implementing plans to meet current and future needs. Key expertise in software and app development.. Excellent reputation for resolving problems and improving customer satisfaction. Adept at managing operations, financial administration and key program areas.

Skills
  • Project planning and development
  • Business process re-engineering
  • Advanced problem solving
  • Strategic Planning
  • Software Development Lifecycle
  • Inter-department collaboration
  • Adherence to high customer service standards
  • Account management
  • Skilled trainer
Work History
Head of Project Management and Director of CX, 05/2019 to Current
Company Name – City, State
  • Develop and implement new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
  • Align organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
  • Interviewed, supervised and motivated over a dozen staff members to achieve optimal productivity.
  • Meet with clients to discuss launch and post launch campaign efficiency and presented illustrative reports, including 30 -90 performance metrics and analysis.
  • Oversee business-wide changes to modernize procedures and organization.
  • Collaborate on technological improvements, to increase efficiency and reduce bottlenecks.
  • Facilitated over 3M in annual business for 2+ years.
  • Maintained 25% client retention while negotiating and executing V1, V2 and Maintenance agreements with clients.
Lead of Program Management, 09/2018 to 04/2019
Company Name – City, State
  • Built cohesive teams and devised clear, actionable plans to meet program goals.
  • Led client relationship management tasks, including contract development and ongoing work.
  • Used Asana and JIRA to strategically design, execute and communicate program and project management for over 25 clients with multiple projects within.
  • Standardized processes, evaluated programs and conducted performance reviews with eye toward continuous improvement for organization.
  • Established timelines and budgets for all portfolio projects across multiple verticals
  • Improved communication within and between Product, Engineering and PMO teams by establishing reporting and strategic initiatives.
  • Collaborated with Product, Engineering and Sales teams to streamline processes and improve profit margins.
Head of Production, 01/2017 to 08/2018
Company Name – City, State
  • Maintained tight production timetables and quality standards to give clients exceptional offerings.
  • Coached team members on productivity strategies and performance improvement plans to accomplish challenging goals.
  • Oversaw 20 projects each year from concept through final delivery.
  • Established team priorities, maintained schedules and monitored performance.
  • Helped to strategically balanced technology and business needs of organization.
  • Designed infrastructure solutions to resolve business issues and improve delivery processes.
  • Established and maintained long-range plans for quality assurance.
  • Launched quality assurance practices for each phase of development
  • Completed all phases of systems development life cycle (SDLC), including analysis, design, development, testing and support.
  • Collected and responded to user feedback through iterative improvements to site structure and content.
  • Tested and debugged site updates and prevented functional flaws from impacting public visitors.
  • Identified appropriate KPIs and reported key metrics from digital campaigns.
  • Collected and analyzed Web metrics such as visits, time on site and page views per visit.
Senior Integrated Producer, 09/2015 to 12/2016
Company Name – City, State
  • Managed cross functional teams in the creation of attention-grabbing, engaging and viral digital ads promoting Sunovion products.
  • Liaised between research and production departments, coordinating iterative development efforts based on collected feedback.
  • Designed project workflows based on desired product requirements, accounting for available time and technical and design resources.
  • Managed and motivated project teams to promote collaboration and keep members on-task and productive.
  • Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
  • Investigated and corrected or escalated project problems.
  • Managed minimum of fifteen projects each year while maintaining adherence to budget, schedule and scope requirements.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
  • Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
  • Analyzed projects to determine resource requirements.
Digital Project Manager, 08/2014 to 09/2015
Company Name – City, State
  • Managed and delivered digital projects by creating realistic timelines using proper scoping process and discussing with relevant team members.
  • Ensured clients were invoiced in a timely fashion.
  • Effectively communicated with the development team, the key stakeholders and the client.
  • Ensured that projects were delivered on deadline, even those with very tight turn around times, and on or under budget.
  • Worked with the clients and other members of the MC team, particularly design, video and development to move deliverables forward.
  • Completed all phases of systems development life cycle (SDLC), including analysis, design, development, testing and support.
  • Researched and implemented site management platforms such as Umbraco and Contentful, choosing solutions best suited to unique client needs.
  • Created content strategies for digital platforms.
  • Helped clients develop website portals and social media pages to promote businesses.
  • Maintained and managed a change control process to reduce project overages and maintain quality of delivery
Business Analyst/Project Manager, 01/2011 to 10/2014
Company Name – City, State
  • Developed and initiated projects, including managing costs, schedule and performance for Converse.
  • Modified and directed project plans to meet organizational needs.
  • Mapped current business and operational processes and recommended areas for improvement.
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Created and maintained user stories
  • Hosted daily scrum calls (worked as Scrum Master for the project)
  • Worked with onshore and offshore development team on site support and replatforming project.
  • Helped manage recruitment and staffing.
  • Managed New Hire Onboarding.
  • Coordinated and managed vendor and contractor relationships
Digital Marketing Manager, 10/2013 to 08/2014
Company Name – City, State
  • Provided weekly updates on digital marketing campaigns to clients, discussing strategic initiatives and methods for improvement.
  • Devised strategies and roadmaps to support product vision and value to business.
  • Developed marketing content such as blogs, promotional materials and advertisements for social media.
  • Tracked innovations in social media and worked with key functional groups to adopt emerging technology.
  • Managed social media accounts for numerous clients, generating interest for existing and upcoming product or service releases.
  • Managed relationships with high-profile clients and translated marketing and social media needs into results-driven strategies.
Social Worker, 06/2010 to 10/2010
Company Name – City, State
  • Formulated treatment plan strategies with multidisciplinary teams to provide comprehensive and continuous care plan.
  • Completed detailed charts to summarize interactions with patients and booked follow-up sessions.
  • Interviewed clients, families or groups to assess situations, limitations and issues and implement services to address needs.
  • Explained medical care options to help families make informed healthcare decisions.
Senior Learning and Development Consultant, 06/2004 to 12/2008
Company Name – City, State

Part of Strategic Planning and Operations of the Learning and Development group at MetLife. As an internal consultant, I managed the overall organizational budget and SLAs (30m+); collaborated with subject matter experts and Senior Leadership (directors, VPs, SVPs and executives) for external recognition projects of ongoing and innovative learning, leadership, management and training efforts; provided Project and Program management support on internal initiatives as well as business/client initiatives; managed and maintained organizational wide operational processes while optimizing efficiencies; consulted on business needs analysis to identify skill/program/people gaps and learning/training interventions; reviewed and collaborated on cost/benefit analysis initiatives; worked on strategic planning for L&D (SWAT Analysis, metric reporting) to help create a viable organizational model; and managed internal communications. In this role I supported a Senior Leadership Team consisting of Directors, AVPs, SVPs and VPs.

Education
Master of ScienceHunter College School Of Social Work - City
Bachelor of Arts: Literature/RhetoricBinghamton University - City
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Resume Overview

School Attended

  • Hunter College School Of Social Work
  • Binghamton University

Job Titles Held:

  • Head of Project Management and Director of CX
  • Lead of Program Management
  • Head of Production
  • Senior Integrated Producer
  • Digital Project Manager
  • Business Analyst/Project Manager
  • Digital Marketing Manager
  • Social Worker
  • Senior Learning and Development Consultant

Degrees

  • Master of Science
    Bachelor of Arts : Literature/Rhetoric

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