Sr. Program Manager Resume Example PSAV

SR. PROGRAM MANAGER

Professional Summary

Talented Senior Program Manager skilled in handling training, leadership, administrative, operational and program functions. Proven success building and motivating program teams to meet project goals.

Skills

Customer Service
Coaching and Mentoring
Program Management
New hire on-boarding

Leadership training
Staff development plans
Training development
Contract Negotiation

Work History

09/2019 to CurrentSr. Program ManagerPSAV | Phoenix, AZ

Met with project stakeholders within Sales, Service, and Operations Academies on regular basis to assess program needs and communicate updates, progress and impact of programs.
Provided ongoing strategic direction and leadership for SME teams in MS Teams to meet project milestones and deliverables.
Created and facilitated on-going series of Live Learning Events for team members covering topics of Sales, Service and Operations.
Moderated virtual instructor led training classes utilizing Zoom platform; responsible for LMS class creation, data import and reporting with each class.
Facilitated monthly in-person and multiple weekly virtual classes utilizing Zoom platform to audience sizes up to 300+ attendees.
On-boarded and mentored over 30 virtual Facilitators for live learning events and instructor led classes.
Resolve Tier 1 and Tier 2 issues for LMS users and learners or summarize and escalate tickets to specialists/developers.
Maintained and updated all project related documents utilizing MS Teams and Sharepoint sites.

12/2015 to 09/2019Global Learning Training ManagerPSAV | Phoenix, AZ

Led team of three Learning Specialists in delivery of over 200 instructor-led Regional training classes annually throughout U.S. and Canada with annual budget of over $800K affecting 2,000+ team members.
Developed and executed process for internal instructor on-board policies and procedures including support process for review and audit. Maintained and mentored over 90 internal instructors annually.
Implemented post-class survey process, compiled data for review and utilized data for improvement of class material, team member learning and instructor performance.
Supervised three Learning Centers across U.S. creating successful learning hubs for advanced technical training and new team member on-boarding; managing annual budget of over $350K for Centers.
Liaise directly with stakeholders to communicate updates, progress and impact of programs including training data per region and survey results.
Facilitated classes for team members both in-person and virtually utilizing Zoom platform.
Resolve Tier 1 and Tier 2 issues for LMS users and learners or summarize and escalate tickets to specialists/developers.
Maintained all supporting documentation of testing and evaluation of over 300 team members.

01/2008 to 12/2015Director of Event TechnologyPSAV | Phoenix, AZ

Drove year-over-year business growth with average $6M budget while leading operations, strategic vision, forecasting and managing to EBITDA and flow-through metrics.
Implemented training initiative for Regional AZ team members and coordinated training classes, instructors and operational needs; facilitated in-person classes on customer service and leadership.
Led team of over 25 team members dedicated to providing customer service excellence while managing overall morale through coaching, SMART plans, IDPs, delegation, consistent and documented SOPs, open communication, performance plans, and termination if necessary.
Worked with both internal Hotel partners and external customers to understand needs and provide exceptional customer service in luxury hotel market.
Implement and monitor short and long-term customer satisfaction from internal customer service surveys and performance goals using data mining and reporting measures to effect KPIs and ROI.

04/2004 to 12/2007Director of OperationsPSAV | Phoenix, AZ

Worked with both internal Hotel partners and external customers to understand needs and provide exceptional customer service in luxury hotel market.
Drove year-over-year business growth while leading operations, strategic vision, forecasting and managing to EBITDA and flow-through metrics.
Trained, coached and mentored staff to support smooth adoption of new employee on-boarding and hotel orientation programs.
Implemented customer service training and used survey feedback to promote memorable, consistent and positive guest experiences.
Created innovative programs, including leadership program for team members to increase employee engagement, provide opportunities for team member growth and reduce turnover.
Developed team communications and information for cadence of daily team hand-off meetings and monthly staff meetings.
Led team of over 30 team members dedicated to providing customer service excellence while managing overall morale through coaching, SMART plans, IDPs, delegation, consistent and documented SOPs, open communication, performance plans, and termination if necessary.

Education

Associate of Arts | Broadcast JournalismUniversity of Nebraska - Lincoln, Lincoln, NE

Additional Information

ATD/Valley of the Sun Chapter-Board Member

PSAV Business Resource Group-Women of PSAV-AZ Chapter Chair

Hands-On Greater Phoenix-Volunteer

Resume Overview

Companies Worked For:

PSAV

School Attended

University of Nebraska - Lincoln

Job Titles Held:

Sr. Program Manager
Global Learning Training Manager
Director of Event Technology
Director of Operations

Degrees

Associate of Arts | Broadcast Journalism

Sr. Program Manager Resume Example

Resume Score: 80%

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