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Work Background
TalkdeskSr Project Manager & PMO Lead
Feb. 2024United States• Implement complex, multiphase CCaaS projects for customers using a traditional and agile methodologies
• Provide PMO oversight on partnered implemented projects, serving as a liaison and internal point of escalation for both customers and partners
• Perform quality checks on implementation partner project documentation to ensure Talkdesk standards are adhered to
• Assist in developing and updating internal processes for project execution
• Work collaboratively with customer stakeholders and internal stakeholders to ensure projects are delivered on time and within budget
RingCentralMentoring Team Lead
Apr. 2023 - Feb. 2024Denver, Colorado, United States• Revamped Professional Services new hire onboarding program in alignment with PMO requirements and processes. I have successfully onboarded 26 new hires within two quarters and have streamlined training programs to ensure onboarding occurred within 4 weeks or less.
• Supporting training, upskilling, and transition into the professional services department ensuring that new hires have completed all onboarding activities and become eligible for billable utilization on time
• Works in collaboration with PM leadership to develop additional training and enablement programs
RingCentralSenior Project Manager
Aug. 2022 - Feb. 2024•Implement complex, multiphase projects for customers across multiple segments and industries
•Develop project plans, create project documentation, and track and monitor project hours to maintain clear communication utilizing project management software
•Analyze and identify risks and challenges, to come up with mitigation efforts and solutions to keep projects on track
•Assist customers with developing workflow processes and documentation incorporating RingCentral products and procedures
•Lead cross-functional teams to drive project initiatives while adhering to a predefined SOW
•Manage multiple projects concurrently ensuring that deadlines are met, and expectations are managed
•Serves as the primary point of contact between the customer and technical teams
•Conducting weekly status calls, planning and design sessions, maintaining RAID logs, and organizing project artifacts to sustain stakeholder engagement and transparency
•Consistently received NPS and CSAT scores of 9 or higher
RingCentralProject Manager II
Apr. 2022 - Feb. 2024Denver, Colorado, United States
RingCentralProject Manager
Apr. 2020 - Feb. 2024
RingCentralOn-Site Deployment Specialist & UCAAS Engineer
Apr. 2019 - Apr. 2020Colorado, United States• Provided on-site leadership and training to customer admins and end users ensuring they had a thorough understanding of product usage and capabilities • Conducted customer data gathering calls and interviews to ensure completion of customer business requirements • Provided consultative insight into workflow and best practices with using UCaaS/CCaaS products • Worked with customer teams to endure successful deployment of product and services within a defined SOW • Visited customer sites and assisted with setup and configuration of physical hardware • Conducted on-site end user and admin trainings with customer staff, including creating custom training decks for specific training needs • Provided one on one support to end users
USAA INVESTMENT MANAGEMENT COMPANYSpecialized Investments Representative
Sep. 2017 - Apr. 2019Colorado, United States● Successfully handled services brokerage and mutual fund accounts ● Eye for detail - follows policy and ensures accuracy with money movement transactions ● Strict adherence to all compliance guidelines within the company, FINRA, and state ● Accurately places orders for securities within Wealthscape per member requests ● Ensures that all member needs are met within the scope of USAA’s products and services
USAA INSURANCE AGENCY, INC.Member Solutions Specialist
Sep. 2016 - Sep. 2017• Completes member requests received over the phone in a timely and accurate manner ● Maintains and issues property and casualty policies in compliance with state regulations ● Assesses needs and recommends relevant USAA products and services ● Supports business goals and meets metric goals through product acquisition, quality adherence, and service referrals ● Provides first call resolution and world class customer service skills
Hammersmith®Client Services Manager
Jul. 2015 - Jun. 2016Colorado, United States● Manage day to day activities and operations of client service coordinators in multiple offices ● Responsible for training new hires and continuous training of existing employees; performance reviews ● Responsible for ensuring adherence to company and departmental policies and procedures ● Support with incoming calls and escalations ● 95% of incoming requests are completed within scheduled time frames and direct reports meet departmental QA goals of 90% or higher
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