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Work Background
SLB ConsultingSenior Program & Project Operations Consultant
Jul. 2024RemoteManage end-to-end programs/projects, focusing on business process implementation, resource allocation, risk mitigation, and supply chain efficiency improvements. Implement internal system enhancements to mitigate risks and enhance customer satisfaction. Utilize strong project management skills to drive successful outcomes and deliver results that positively impact the client’s bottom line. Employ large datasets to prepare analyses, anomaly detection reports, and dashboards using Tableau and Excel spreadsheets. •Lead digital technology strategy, including data migration projects, through restructuring, innovation, and system administration of Salesforce accounts and SharePoint online libraries utilized by Sales Engineers to help drive business growth.
•On behalf of the CEO and other C-level leadership, create and manage team-wide communication systems, corporate functions, and conferences.
CencoraSenior Program Manager, Strategic Partnerships
Apr. 2022 - Jun. 2024Houston, Texas, United StatesDirected a distributed global team with Agile program management techniques. Led the team in the intake, governance, and management of corporate pharmaceutical complex projects. Processes included following the operational change management practices, end-to-end project management, and documentation (wire-framing) to ensure that partner/programs were onboarded in healthcare compliance with internal policies and procedures. Researched, developed, and implemented internal audit protocols and quality assurance (QA) policies and processes to provide access control, operational support, and regulatory policy adherence to achieve network optimization. Functioned as liaison with Managed Care, Customer Success, Backend Engineers, and Senior Executives, ensuring adherence to organizational compliance requirements, risk management, contingency plans, protection of confidential information, patient satisfaction, resource coordination, and meeting deadlines. •Collaborated with the PMO to develop and deliver training materials, test plans, and technical system documentation for customer-facing communications as part of product strategy, marketing, driving customer success, improving client/customer satisfaction, improving client/customer experience, reducing churn, and increasing product adoption. •Used customer and product data to provide insights on ways to improve customer engagement models and operations. Created process documents, templates, and tools to accelerate the Customer Success teams’ impact. Built workflows and automation to help them leverage tools and technologies.
•Participated, in partnership with the Technical Team and strategic partners, in developing testing processes, system performance monitoring, and managing all system error investigations, including specific root cause analysis, and required corrective and preventative actions that needed to be implemented.
Blue Rocket, IncPrincipal Operations Program Manager
Jun. 2020 - Mar. 2022San Jose, California, United StatesManaged end-to-end programs and projects, focusing on business process implementation and resource allocation. Utilized strong project management skills to drive successful outcomes and deliver results that positively impacted the client’s bottom line. • Utilized large datasets to prepare analyses, anomaly detection reports, and dashboards using Tableau and Excel spreadsheets. • Analyzed market insights to develop fresh marketing materials, including visual designs and multimedia content (product brochures, flyers, and digital media to advertise), as preparation for Go-To-
Market (GTM) and drive brand awareness and customer engagement for upselling new product introduction and integration.
Kaiser PermanenteSenior Operations and Engagement Manager
Dec. 2017 - May. 2020Atlanta, Georgia, United States• Managed internal and external operational support remotely for 90+ person IT Shared Services team across 7 sites nationwide; established daily priorities and key performance indicators.
•Drafted Service Level Agreements (SLA) and Statement of Work (SOW) to respond to RFPs for client solutions and program delivery. •Reduced the on-boarding time by 3-5 days through communication and improved efficiencies in the Identity and Access Management (IAM) process. • Gathered information on the operations of business units consisting of multiple organizations to evaluate, troubleshoot and drive operational improvements to better measure clinical care outcomes and assess business drivers, Key Performance Indicators (KPIs), and integrating RoB (Rhythm of Business) during tactical execution to drive core business priorities.
•Facilitated change implementation processes and drafted Standard Operating Procedures (SOPs) for Salesforce, resulting in the streamlining of processes, integrating with other critical systems, enhanced workflow and reduced costs by $35k+ due to efficiency improvement.
•Co-managed the annual departmental budget of $2M, quarterly forecast, and monthly variance. •Collaborated with business partners on increasing project intakes from 200 to 300 projects per month for the Vendor Risk Management (VRM) process, streamlining the process needed; managing 40+ project and portfolio engagements concurrently.
•Created, managed, and facilitated the Employee Engagement Strategy, including virtual team discussions, All Hands meetings and monthly surveys for 90+ employees, to improve talent development, training, onboarding and employee relations.
•Led large-scale telecommuting initiatives from the SVP, including educating 500+ employees on classifications, compliance, and required software.
OneMedNetPrincipal Program & Project Operations Manager
Jul. 2013 - Nov. 2017Atlanta Metropolitan AreaManaged end-to-end programs and projects, focused on business process implementation and improvements. Implemented internal system enhancements to mitigate risks and enhance customer satisfaction. Utilized strong project management skills to drive successful outcomes and deliver results that positively impact the bottom line. Led B2B software program management of customer-service/multi-faceted projects. • Drove digital technology strategy, including data migration projects, through restructuring, innovation, and system administration of 5k Salesforce accounts and SharePoint online libraries utilized by 12+ Sales Engineers to help launch a new medical device business line, driving business growth of 40% in a highly regulated start-up (FDA). Built workflows and automation to leverage tools and technologies to drive customer success. • Established data entry and sales processes, trained B2B Sales SaaS Engineer Consultants, reduced incidents of error and operational issues by 28%. • Coordinated tradeshow business plans, including negotiating booth placement, event logistics, meetings, and travel arrangements, while optimizing lead generation through internal training programs and marketing materials, which resulted in a 20% increase YoY. Provided post-event reporting, including customer insights and feedback. • On behalf of the CEO and other C-level leadership, created and managed team-wide communication systems, corporate functions, and conferences.
FedExSenior Operations Manager
Apr. 2009 - Jun. 2013Atlanta Metropolitan AreaManaged operations reporting to the CEO. Responsible for annual budget management and procurement processes, vendor contract negotiation, invoicing, financial modeling, P&L management, gross margin calculation, workforce planning, team development, people management, payroll, and bonus recognition programs. Maintained delivery route management, adjusting to meet FedEx service delivery requirements 99% of the time. • Oversaw ambitious hiring plan, taking employee count from 12 to 50 over 1-year period, managing all aspects of Human Assets, including job postings, recruiting, on-boarding/off-boarding, driver safety, HR Policies and appraising performance.
• Prepared detailed RFP contract bids to FedEx, resulting in purchasing 6 additional delivery routes, and driving business revenue from $600k to $1.3 million in 4 years and generating cost-savings.
• Drafted a business case, calculated cost to profit ratios, and made recommendations to the company owner on feasibility and fleet management.
Jewish Federation of Greater AtlantaCustomer Success Coordinator
Apr. 2008 - Mar. 2009Atlanta Metropolitan Area• Built relationships and trust with donors/customers to ensure inquiries and requests were met in a timely manner, while meeting the privacy and discretion guidelines for financial donations. • Assisted in creation of new information collection program initiative and reorganized 10,000-person Customer Relationship Management (CRM) database. This allowed users to find in-depth information relating to the customer and tailor future engagement activities, strategies, and experiences.
• Assisted in the planning and execution of fundraising and celebration events.
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