Experienced Project/Program Manager. Successful track record of turning around under-performing projects to create highly profitable programs through technology implementation, marketing, training and business partner relationships. A skilled writer and communicator I am seeking a new challenge where I can fully utilize my extensive technical knowledge, electronic records management background and program/project management skills to cultivate successful experiences with a team of professionals. Knowledge of many records management, content and information management environments across regulated industry verticals including but not limited to health care, insurance, pharmaceuticals, financial services and oil and gas working with the Fortune 500 ranking of corporations. High level of passion for success and quality. Outstanding oral and written communication skills. Excellent presentation skills. Solid information technology background.
Manage relationship and day-to-day interactions with program sponsors. Manage integrated, multi-track, multi-workstream projects and programs of multiple projects. Coordinate and integrate multiple related projects directed toward a common objective. Oversee the development of project deliverables in order to meet program objectives. Manage and set priorities for resources across teams to achieve program objectives. Align program scope / delivery with desired business outcomes. Establish processes to manage scope, risk and issues within and across multiple projects. Ensure proper resource allocation across multiple departments. Ensure projects achieve revenue and profitability targets. Identify, develop and evaluate programs and strategies based on knowledge of company objectives and global market trends. Evaluate return-on-investment and profit-loss projections. Create global sales strategies and corresponding playbooks to promote solution offerings and motivate larger deals. Manage new product and content releases. Write creative and engaging content for internal and external audiences. Work effectively in a heavily cross-functional, global (geographically dispersed) fast paced environment. Develop innovative product solutions grounded in clear understanding of customer needs. Increase revenue through product and solution offering improvements. Produce engaging on-line marketing campaigns. Partner with internal stakeholders to define program requirements. Develop and monitor dashboards in Salesforce.com to ensure targets are met.
Key projects included development of implementation plans and "roadmaps" for clients transitioning from paper to electronic records management to address compliance challenges, record retention and classification, work flow, hardware and software selection, installation to staff training. Defined project deliverables and monitored status of tasks. Drafted action plans and led meetings with department executives to review project status and proposed changes. Delivered status reports to stakeholders for budgeting and planning purposes. Collaborated with cross-functional teams to draft project schedules and plans. Monitored costs, timescales and resources used to achieve completed SOW's and major milestones. Monitored team progress and enforced deadlines. Served as the single point of contact for project scheduling and changes. Developed slideshows and other forms of media to present project progress to the executive team. Audited compliance programs and offered recommendations for improvements. Executed proof of concept implementations to validate implementation feasibility. Provided onsite client training. Effectively controlled the release of proprietary and confidential information for general client information.
Developed and managed project plans while providing status updates to management. Prepared technology implementation proposals for new platform implementations, upgrades/enhancements and integration systems. Conducted evaluation of new technologies for use across multiple business lines. Created evaluation models and checklists for new vendor technology selection. Led extensive market research projects including information management and storage trends. Managed implementation of customer portal software from vendor selection to customer user acceptance testing. Supported enterprise messaging selection and consolidation of 3 email environments. Managed corporate wide technology research and analyst relationships (primary vendors: Gartner, IDC, Meta Group and Forrester). Led design presentations to cross functional product management teams, geographically dispersed. Assisted in the monitoring and reporting of website traffic and performance of customer facing sites. Worked with clients/customers to analyze information management needs and translate to requirements. Improved reliability of online order processing systems and databases. Collaborated with Sr. Leadership in the development of the Information Technology strategic vision and drove key departmental objectives. Streamlined SDLC for reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
Customer Products Group Expanded support team from 2 to 12 representatives. Implemented service center tool for call tracking still in use today.Developed world class customer service training for Jr. Support analyst teams. Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues.Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Provided base level IT support to company personnel.Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Researched, resolved and followed up on customer issues. Provided thorough support and problem resolution for customers. Handled a large volume of phone calls, fax and email support requests. Assessed customer bug and enhancement requests and prioritized development. Reviewed support cases for technical and troubleshooting accuracy.Developed documentation for common processes for both support staff and end-users. Created end-user self-service tools and documentation. Created new account, reset passwords and configured access for users.
Certified Unix System Admin
Currently Enrolled Grad Year TBD based on coursework
San Jose State - Extended Learning Project Management and Leadership program individual coursework
Lean manufacturing, continuous improvement process. Mandated training/use by consulting client, automotive manufacturer.
Employee of the Quarter - 2000
Elected Programs Chair of ERG - 2012
Elected Chair of ERG "Women@IronMountain" - 2013 & 2014
Association of Records Managers and Administrators (ARMA)
AIIM (Association for Information and Image Management)
National Association for Female Executives (NAFE)
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