Seasoned Program Manager with a contact center background.

Consult with local business owners to operationally improve customer services.
Maximize client outreach, developing websites to effectively market services for optimal profitability.
Facilitated meetings to resolve issues and improve processes, effectively communicating findings to managers and Owners, and corresponding with IT regarding technical needs.
Achieved continuous process improvement by introducing cutting edge technology upgrades, paperless systems and automation of monitoring systems.
Manage revenue models, process flows, operations support and customer engagement strategies.

Program managed SOC2 Type II certification for Security Trust Services Criteria.
Developed, implemented and maintained ongoing compliance processes specific to SOC2 (Type 2) certification to ensure certification readiness for perspective Cloud customers.
Collaborated with business owners on writing and complying with relevant control objectives and service commitments.
Implemented Risk avoidance and mitigation strategies to eliminate activities and exposures that could negatively impact organizational controls.
Owned and managed critical projects that drove revenue growth, demonstrating a strong quantitative background and comfort in working with big data.
Developed and delivered comprehensive presentations and reports for management and executive-level presentations, showcasing the ability to analyze data, identify anomalies, and propose data integrity solutions.
Internal Auditor for ISO 20K standards and certification – Service Management Systems.
Identified Opportunities for improvement and implemented Corrective and Preventive action plans.

Streamlined project plans and processes for the Fraud Detection and Premier Loyalty Reward teams.
Spearheaded the establishment of robust governance structures and procedures for ensuring the adherence to best practices and program alignment across all project levels during Microsoft 365 implementation
Increased monthly Fraud Alerts implementations by 75%.
Implemented set of comprehensive tracking processes to monitor project implementation performance.
Mapped processes to holistically examine business flow and identify improvement opportunities.

Globally managed Robotics Process Automation (RPA) large projects within the HRSS team.
Managed ongoing project reducing late termination overpayments by >50% resulting in a cost avoidance of >$2M.
Gathered and analyzed Service Now (SNOW) project requirements through interactions, meetings and periodic walkthroughs with potential application users and to develop business requirements documents (BRD) and functional requirements documents (FRD), “as is” and “to be” processes and user mockups.
Communicated project plans and progress to key stakeholders, including project contributors, business, operational and technical resources.
Collaborated with business users, technical teams, database administrators, Vendors and testing teams, to analyze, gather, and validate requirements such as kickoff meetings, joint application designing and planning sessions.

Facilitated and conceptualized Verizon Lean Six Sigma projects, operational impact assessment, identified call center trends, developed, delivered, coordinated and facilitated cross functional teams and training.
Managed ongoing process review to generate cost savings of >$17M and increase productivity by reducing misdirects and unnecessary interdepartmental transfers.
Calculated call rate with a 23% reduction resulting in a $393K saving in cost per call by reducing inbound customer calls for different lines of businesses.
Participated in Verizon Lean Six Sigma initiative that resulted in a monthly cost savings of $280k.