Program Manager Solutions Delivery Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Experienced Project / Program Manager bringing 20+ years of business operations experience. Effective people manager and big-picture thinker adept at leading projects from concept through completion.


Leadership of greater than 400 employees with several direct reports

wireless technology experience

ITIL certified

PMP certified

Agile, Lean project management

  • Team leadership and direction
  • Policy and procedure improvements
  • Program Development and Management
  • Performance Monitoring
  • Budget Coordination
  • Partnership Development
  • Software Documentation
  • Customer and personnel training
  • Budgeting
  • Documentation Proficiency
  • Project Management
  • Program Management
  • Scheduling
  • Program Leadership
  • Procurement
  • Client Interaction
Work History
Program Manager Solutions Delivery, 02/2008 to 09/2016
Blue Shield Of California Redding, CA,
  • Direct, manage, supervise all aspects of Customer Solutions for Utilities Industry.
  • Collaborate closely with sales and marketing identifying opportunities.
  • Create budgets for each project.
  • Manage and track budgets to meet or exceed financial goals.
  • Write and respond to RFP (Request for proposal) and RFQ's (Request for quotes).
  • Build solid working foundations with customers
  • Improved over 50% by altering approach to transparency.
  • Prepare and present status and informational reports.
  • By identifying across customer templates for status reports improved customer satisfaction by 35%.
  • Enhance professional Services group by building specific training classes for each job code.
  • Provide continuing education utilizing workshops, and town hall meetings.
  • Strengthened expertise by 47%.
  • Collaborate with manufacturing in identifying needs and dates.
  • Working with peers to improve turn around by 20%.
  • Improve working relationships with vendors and sub contractors through strong communications and team atmosphere.
  • Locate and identify real estate for each project.
  • Warehouse and office space.
  • Hire local personnel for deployment when possible (Provide training and safety classes for all deployment personnel).
  • Maintain core group to act as trainers, mentors and delivery personnel.
  • Schedule product delivery and roll outs (water, gas and electric meters.
  • Provide quality service personnel for improved delivery cycle.
  • This has increased delivery solutions by 20%.
  • Complete projects and maintain strong working relationships with clients Senior Director of Operations / Senior Director Network Operation Centers.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Eliminated downtime and maximized revenue by providing top project quality control
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
  • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion
Senior Director of Operations & NOC, 02/2000 to 01/2008
  • Support and Directed all aspects of NEXTEL's wireless network.
  • Collaborated with peers to maintain and exceed customers expectations.
  • Enhanced personnel group through hiring "right fit" personnel and improved training for all employees.
  • This really helped in building network.
  • Washington Post best network year over year.
  • Created strong team experience by introducing across organizational team building and communication building.
  • Not only did this bring more awareness to entire organization it became safe place to discuss ideas and issues.
  • This increased communication by 40%.
  • Improved field issues by identifying early planning and time lines for annual events (down tilting, storm preparedness, disaster recovery and network failures.
  • Consistently exceeded financial goals set for organization.
  • Increased real estate (cell towers) across region.
  • DC, Mid-Atlantic and southeast areas by 18% each year.
  • Improved personnel retention through open communication and well defined goals.
  • Overall responsibilities for all of SPRINT's Network Call Centers, (NOC.
  • Monitored subcontractor operations and applied effective time, resource and money management strategies to delivery under-budget project completion.
  • Conducted routine quality audits to verify progression against specifications and initiated corrective actions to remedy concerns.
  • Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
  • Managed hiring for certain roles and actively coordinated talent management and recruitment.
  • Collaborated with construction administration consultants to schedule field observations.
Program Manager Consultant, 03/1995 to 02/2000
AT&T Government Solutions, AT&T Wireless, BPE, City, STATE,
  • Designed, built and maintained Network Operation Centers for BB&T, ATT Government solutions.
  • Instituted process improvements for various clients such as; AT&T wireless,.
  • Restructured AT&T wireless quality assurance group by introducing formal test designs, plans procedures and test summaries.
  • Evaluated and restructured customers Network Operations Centers.
  • Introduced and built quality assurance group for US Banks.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Directed training and retraining of employees to boost performance and enhance business results
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance
  • Defined clear targets and objectives and communicated to other team members
  • Managed quality programs to reduce overdue compliance activities
  • Performed forecasting to identify necessary changes for supply chain business
Bachelor of Computer Science: Computer Engineering, Expected in
Ohio University - Athens, OH

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Resume Overview

School Attended
  • Ohio University
Job Titles Held:
  • Program Manager Solutions Delivery
  • Senior Director of Operations & NOC
  • Program Manager Consultant
  • Bachelor of Computer Science

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