Vice President, Project Management Office (PMO)

• Aug 2023 - Present

Adjunct Professor

• Sep 2019 - Present

• Member of Palo Alto’s Business Management Advisory Board. • Teaching intermediate to advanced courses in business Program/Project Management and Strategic Management. • Assess student engagement/understanding during each class session. Use evidence-based resources to improve and support teaching. • Effectively communicate with students via e-mail, phone or online discussion. Provide academic advice and guidance to students. • Maintain class-related records - collect, grade, and report assignments and homework. Maintain and update the syllabus and course materials. • Demonstrate integrity as a scholar. Show less

Product Owner

• Aug 2016 - Jul 2023

Product Owner • Focus on product delivery milestones based on customer value. • Reviews and approves technical backlog items created by Engineering SME. • Exposure and contact with customers to help understand their needs of our product. • Collaborate with internal Stakeholders to define sprint goals and product releases. • Attend Scrum ceremonies; Enforce Scrum methodology. • Authority to cancel or repurpose sprints based on customer responses. • Work with Engineering team to ensure stories are properly decomposed and acceptable for tasking. Program Manager/Scrum Master/Project Manager • Lead the program team: build it, manage it, and motivate it, as required. Coach and mentor the team, building their maturity and authority. • Responsible for designing, coordinating, and improving the internal program of the organization. Ensure goals are met in areas including customer satisfaction, quality, and team member performance. • Develop an evaluation method to assess program strengths and identify areas for improvement. Expand program offering and enhancing the quality of existing programs. • Report on program performance to executive team and directors. Meet with stakeholders to make communication easy and transparent regarding project issues and decisions on services • Maintain positive relationships with internal and external clients/customers by providing timely and accurate reporting for each project phase. Report progress to senior stakeholders and sponsors. • Control projects that deliver benefits to the business and the clients by balancing both value and cost. • Identify and continuously manage project risks to ensure the delivery of goals is not negatively impacted. • Manage a team for the phases of the software development lifecycle (SDLC) for internal and external Client solutions. • Excellent client/customer facing skills. Successfully able to demonstrate the delivery of results by identifying key requirements. Show less

Contract Manager

• Jan 2021 - Feb 2023

• Ensure compliance with the portfolio of contract requirements through engagement with both internal and external stakeholders. • Prepare and deliver regular, effective communications to ensure that project leaders and senior leadership are adequately apprised of project statuses, successes, risks and issues. • Advise and engage with project delivery teams, business operations staff, and executive team on contracting matters, program analysis and review. • Assist with strategic planning initiatives. • Deliver quality project documentation (briefings, documents, plans, reports, etc.) to the government customer and corporate office in support of the overall project. • Prioritize new technology initiatives, projects, and tasks as needed. • Identify risks and issues that will impact project performance and delegate the right resources to define, recommend and implement corrective courses of action. • Assist with business development and proposal efforts as needed. • Drive the creation or revision of policies and procedures to ensure they scale with changing internal business requirements while meeting evolving requirements from a broad supplier and customer base. Show less

Senior Sales Manager

• Jul 2015 - Mar 2016

• Directed an inside sales force (Inside Sales) consisting of two Sales Managers, two Senior Representatives, on-site clinical nurse, and 19 Representatives. • Responsible for obtaining profitable results through the sales team by developing the team through motivation, counseling, skills and product knowledge development. • Provided high standards of ongoing training for the medical representatives so that they possess sufficient medical and technical knowledge to present information on the company’s products in an accurate manner. • Remained current on industry trends, market activities, and competitors for surgical equipment sales. • Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices. • Developed project scope and manage key action plans from start to finish. Comprehended the overall business strategy. • Organized team to sell surgical equipment products by establishing contacts and developing relationships with prospects; recommending solutions. Coordinated training sessions for hospitals and surgical staff. Show less

Customer Service/Trainer

• Dec 2012 - Jul 2015

• Trained new hires on Bed Bath and Beyond policies and procedures. Continue education and training of employees through the BBB University training programs. • Ensured that quality, customer service, safety standards are met – Resolve safety, legal and security issues. • Resolved customer concerns with a positive and professional demeanor. • Supported customer/business awareness by participating in a fast-paced, changing commercial environment. Update superiors on business performance, new initiatives and other issues. • Promoted a cohesive team environment by assisting other departments. In addition, deal with employment issues such as interviewing/hiring potential employees. Show less

Operations Manager

• Feb 2005 - May 2012

• Orchestrated the activities of a team of 75+ stateside staff and 100+ offshore staff located in India who handled the analysis, regulatory compliance, and processing of mortgages in default for several major banks throughout the United States. • Enhanced relationships with internal and external partners that included Legal and Internal Audit through written and verbal communication. • Coordinated closely with clients to identify and provided timely resolutions of project conflicts. Provided a high level of customer satisfaction through effective needs assessment and product knowledge. Maintained professionalism and rapport with clients and customers to ensure future business encounters. • Planned financial analysis to ensure profitability through strict adherence to budgetary guidelines; Established forecasts and developed project/capacity plans by monitoring P&L budget variances, risk management, and executed appropriate staffing adjustments, including cost control/reductions. • Developed unit policies and procedures. Managed the development and implementation of multiple project facets that ensured meeting strategic business plans and organizational objectives. • Accomplished staffing objectives by selecting, training, assigning, scheduling, coaching, counseling, and disciplining employees; delivered clear communication of job expectations; recommended compensation actions while appraising job contributions. Show less

Client Operations Program Manager

• Feb 1995 - Feb 2005

• Directed call center operations for several locations in the United States and international countries. Managed a team of 2-5 Supervisors and 80+ associates. • Managed to meet/exceeded profitability, call center statistics, and other key performance indicators across the call center. • Increased annual customer service levels through improved operations efficiency. Conducted pre and post implementation analysis to determine areas for project improvement. • Developed comprehensive training and team motivational programs for frontline managers and hourly team members. Conducted seminars and sessions to train managers, supervisors, team leaders within the company. • Utilized a consultative coaching style that improved retention and performance. • Established performance goals that focused on meeting desired metrics and quality assurance standards. • Maintained positive relationships with internal and external clients/customers by providing timely and accurate reporting for each product phase. Show less