Experience

CSG Actuarial, LLC
• United States
• Insurance
• 1 - 100 Employee
• Scrum Master/Project Manager

  • Jan 2022 - Present


Intrado

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Project Manager/Scrum Master

  • Aug 2018 - Nov 2021

  Led the development of contact management technologies including; SMS, IVR, Outdial platforms and UI development. Teams were comprised of various technical disciplines within the US and other countries (UK, Philippines, India).

• Client Relationship Manager

  • Jun 2016 - Aug 2018

  • Responsible for oversight of implementation efforts of several technical projects.• Focus on internal and external client management.• Perform business impact analysis and convey results to business/IT Partners.• Liaison between business and project teams to ensure objectives are achieved through creative solutions.• Coordinate the communication for implementation and training needs.• Ensured successful collaboration amongst the leaders of sales, delivery, and operational teams for transparencyand mutual understanding of requirements, constraints, costs, and timelines of new sales implementation efforts.• Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs. Show less



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Director Of Operations

  • Sep 2014 - Jun 2016

  • Global responsibility for internal and external communication relating to technology, operations and client services. • Created processes to maximize business value from technology, operational and client services assets. • Responsible for oversight of implementation efforts of several technical projects. • Established and provided oversight to committees dedicated to internal health, recognition and community awareness. • Monitored costs, timescales and resources used to achieve strategic goals. • Developed new analytics and reporting tools to allow Senior Management to understand the impact of each project Show less



West Corporation

• Türkiye
• Computer and Network Security

• Director Of Operations

  • Jul 2012 - Sep 2014

  • Global responsibility for internal and external communication relating to technology, operations and client services. • Created processes to maximize business value from technology, operational and client services assets. • Responsible for oversight of implementation efforts of several technical projects. • Established and provided oversight to committees dedicated to internal health, recognition and community awareness. • Monitored costs, timescales and resources used to achieve strategic goals. • Developed new analytics and reporting tools to allow Senior Management to understand the impact of each project Show less



DialAmerica Marketing

• United States
• Marketing Services
• 100 - 200 Employee

• Branch Manager

  • 1997 - 2002

  Oversaw multiple outbound sites dedicated to delivering promised revenue for media clients. Led project management, creating and implementing sales improvement initiatives, requirements gathering, quality control, employee training, employee and management development, sales presentations, operational planning, operational execution, financial planning, financial forecasting, contract review and client relationship management. Oversaw multiple outbound sites dedicated to delivering promised revenue for media clients. Led project management, creating and implementing sales improvement initiatives, requirements gathering, quality control, employee training, employee and management development, sales presentations, operational planning, operational execution, financial planning, financial forecasting, contract review and client relationship management.