Experience

Cartera – A Rakuten Company

• Technology, Information and Internet
• 1 - 100 Employee

• Senior Project Manager

  • Nov 2022 - Present



Plum Voice

• United States
• Software Development
• 1 - 100 Employee

• Senior Project Manager

  • Feb 2020 - Nov 2022

  • Collaborated with prospects and the sales team to understand solution requirements. Provided expertise to analyze project feasibility, risk, opportunity, and scope. Provided statements of work (SOW), project schedules, and labor hours estimates quotes. Created various documentation for the project; reviewed contracts.• Upon contract signature, worked closely with customers to identify stakeholders and schedule frequent progress calls. Oversaw the entirety of the software development cycle from end to end, including but not limited to managing various internal teams, contracting with third-party vendors, keeping updated project documents such as project schedule and specs, mitigating delays and issues to ensure minimal interruption, holding internal progress meetings, auditing employees’ logged hours in real-time to prevent going over-budget. • Post-project closure and deployment provided excellent customer service through a thorough on-boarding process and hand-off to account management. Performed lessons learned and documents archiving.• Key accomplishment includes revamping the project management and professional services processes. This led to…o Less paperworko Fewer customer questionso Systematic archive of historical documentso Streamlining communication by interfacing with customers directly• Miscellaneous tasks:o Recruitment and interviewso Event planning

• VP Support Operations / Project Manager

  • Jan 2015 - Jan 2020

  • Directed and managed the technical support team. Provided training and onboarding to support staff to ensure they were well-equipped to handle customer trouble tickets.• Acted as an escalation point, providing top-tier customer service and attention. Communicated clearly with business clients, providing clients with critical information with empathy.• Directed and managed relationships with telco vendors’ support teams to ensure timely support for our customers.• Worked with multiple internal departments including but not limited to infrastructure, application development, professional services, and account management.• Key accomplishment: Implementation of new ticketing provider to overcome shortcomings of the current support ticketing system. The support team and customers alike received this change enthusiastically and allowed our team to better serve our customers.

• Operations Support Specialist

  • Apr 2012 - Dec 2014

  • Provided Tier 1 technical support to customers with professionalism and empathy.• Troubleshot basic issues over the phone and email; escalated Tier 2 issues upward while collecting critical information.• Participated on 24/7 on-call rotation.



Wellesley College

• United States
• Higher Education
• 700 & Above Employee

• Science Center Office Manager

  • Jan 2012 - Apr 2012

  Managed the operations of the Science Center at Wellesley College which houses all the sciences departments.

• Student Assistant Manager of Student Financial Services

  • Sep 2007 - Jan 2012

  Managed a team of student employees of an office that handled sensitive financial accounts information of students and their billing accounts. Fielded questions via phone, email, and in person.

• Research Assistant

  • Jan 2011 - May 2011

  Performed field research in an elementary school setting. Our interests were in single-gender schools across various ages. Our team focused on any differences in learning styles and behavior at schools.