Experience

ACLIVITI

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Manager - Transformation Services

  • Oct 2022 - Present



Eventus Solutions Group

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Engagement Manager

  • Sep 2021 - Oct 2022

• Senior Consultant / Project Manager

  • Mar 2019 - Oct 2022

  • Proven leadership to develop and guide contact center engineers and architects to maximize client deliverables and expectations• Manage a team of contact center project managers, engineers and architects delivering Contact Center as a Service (CCaaS) projects• Primary liaison between our Enterprise Communications team and Managed Services Departments to review client issues, new project opportunities, scoping new engagements• Execute department initiatives on new partner engagements, revenue forecasting, resource utilization goals• Proven expertise in design and requirement gathering of complex contact center solutions for both SMB and Enterprise level projects with a focus on call recording, IVR, call routing, OB dialer and integrations.• Involved in scoping, resource planning and pricing for contact center solutions. This includes the creation of statements of work, change requests and business requirement documentation to secure new and continued work.• Responsible for delivering industry leading best practices, concepts and technologies throughout the implementation process.• Responsible and accountable for the coordinated management of cloud based contact center implementations directed toward strategic business objectives as well as provide consultation to clients on system implementation and key performance indicators.• Build credibility, establish rapport, and maintain communication with partners and stakeholders at multiple levels, including Executives.• Develop and maintain vendor / partner relationships and identify new growth opportunities for the department.• Responsible for managing a team of up to 9 Solution Architects and Platform Engineers across multiple projects.



Condado Group

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Manager

  • Feb 2016 - Mar 2019

  • Responsible and accountable for the coordinated management of all cloud based contact center implementations and CRM solutions directed toward strategic business objectives as well as provide consultation to clients on system implementation and key performance indicators.• Execute and maintain program management processes in the areas of program schedule, quality management, communications management, cost management, risk/issue management and change management.• Increased company’s growth by securing new partners, consulting engagements and by delivering new projects resulting in an 800% increase in implementations from the previous year. • Created company standard for documentation and implementation of call center solutions.• Manage an average of 35 call center/CRM implementations concurrently.• Build credibility, establish rapport, and maintain communication with partners and stakeholders at multiple levels, including Executives.• Foster customer loyalty by ensuring that our customers fully utilize the value of our solutions and services.• Provide project expertise to the customer with the emphasis on regaining customer confidence.• Responsible for the development of new services and business opportunities.• Define and initiate projects, assign resources to manage cost and schedule and scope for the project, while working to ensure the ultimate success and acceptance of the program.• Manage /perform the process of contract creation and statement of work to secure new and continued work.• Responsible for recruiting and mentoring lead personnel within a technical team environment.• Mentor staff in methodology and consulting excellence while encouraging best practices in project management and project planning.• Manage the budget for the organization to influence profitability. Conduct exercises to restructure pricing model to improve profitability and cash flow.



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Senior Analyst

  • May 2014 - Jan 2016

  Project Management Office (PMO):• Instantly established trust/accountability with clients.• Prepared weekly productivity reports and submitted test metrics to project/client management.System Design Lead:• Lead Design sessions with client for a $135 million custom solution application.• Experienced and skilled in requirement analysis and gathering functional requirements, documentation and analysis design.• Preformed weekly risk analysis for project deadlines, which resulted in increased project accuracy.System Test Lead:• Lead Functional, System and Regression testing of a $135 million web based application.• Managed team that consisted of onshore resources, client resources and offshore resources.• Strong knowledge of the QA Best Practices, Software Development Life Cycle, Methodology, Testing Standards, Test Processes, Test Methods and Test Execution to validate and ensure the quality of software through testing. • Facilitated the resolution of issues/defects found during the testing cycles.• Knowledge of Defect Tracking systems including ClearQuest and Rational Quality Manager.Application Lead:• Lead sessions to document the current “As-Is” processes and “To-Be” processes for large Telecom Company.• Outlined/Documented the Ticket, Change, Event and Configuration Management processes using Microsoft Visio.• Data compiling/data analysis for projects “Time in Motion” study.Demand Planning:• Lead sessions with the client to document the established “As-Is “processes and operations of the client.• Documented the client’s current Demand Planning activities.• Lead sessions to document functional design on the Logility inventory system.Sales Pipeline Analyst:• Appointed to the Operating Group weekly Sales Pipeline Call. Currently the pipeline has over $64M in potential opportunities for the group.• Manage the SharePoint site for the Operating Group and have created several Web Part tools to manage the Sales Opportunities.

• Analyst

  • Oct 2011 - Apr 2014

  Coordinate and document the design efforts to create custom solutions for the client. Analyze the business and system requirements to reduce work and increase efficiency. Communicate with the client and subject matter experts to maximize all design solutions within the project scope and timeline.Strong knowledge of QA best practices, software development life cycle, methodology, testing standards, test processes and test methods to validate and ensure the quality of the software through testing.



Walgreens

• United States
• Retail
• 700 & Above Employee

• Executive Assistant Manager

  • Jul 2004 - Oct 2011

  Execute and manage comprehensive business plan encompassing integrated marketing initiatives designed to increase sales and profit for specified stores. Analyze business' key performance indicators on daily, weekly and monthly intervals to enhance store operations. Communicate with customers, management and vendors to coordinate overall marketing effort in accordance with corporate goals.• Execute and manage comprehensive business plan encompassing integrated marketing initiatives designed to increase sales and profit for specified stores.• Analyze business’ key performance indicators on daily, weekly and monthly intervals to enhance stores operations.• Communicate with customers, management, internal departments, and vendors to coordinate overall marketing effort in accordance with corporate goals. • Maintained accurate inventory counts for entire store. Implemented cross team accountability for inventory in all departments.• Highly focused and results-oriented in supporting deadline-driven operations; able to identify goals and priorities and resolves issues in initial stages.• Established instant accountability upon hire and excelled into Executive Assistant Program.• Proven track record of accurately completing tasks, information management, merchandising, and business development within budget requirements.• Oversee a wide variety of administration function, supporting store-level and district-level projects and information processes.• Manage accounts payable, accounts receivable, payroll and inventory.