RESUME

ASSOCIATE MANAGER, SUTHERLAND

December 2018 - June 2020

Dynamic Technical Project Manager with a documented ability to lead all phases of diverse IT & BPO projects. Leverages strong business, financial and technical acumen to drive continuous process improvements, increase competitive advantage, and bolster bottom-line revenue growth. Detailed and organized with proven strength in $MM project leadership and business strategy to align business goals with technology solutions. An expert in Agile and Waterfall with outstanding communication skills to produce high-quality deliverables within timeline and budgetary constraints.

TECHNICAL MANAGER, NICE GLOBAL

March 2017- December 2018

Developed and provided technical solutions for day-to-day operations and long-range strategic planning of scheduling and finance systems for users. Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution. Organized system infrastructure documentation and operating procedures, strengthening controls, and enhancing overall performance. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

ACCOUNT MANAGER, NICE GLOBAL

August 2014 - March 2017

Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals. Exceeded team goals and collaborated with staff members to implement customer service initiatives. Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results. Devised and published metrics to measure the organization's success in delivering world-class customer service.