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Ebony
ebonydaley@gmail.com
773-824-7706
5885 Edenfield Rd
Jacksonville, FL 32277
Project Manager
13 years experience W2
0
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Summary

Reliable project manager offering proven history of successfully supervising, planning, and managing one or more multifaceted projects with multiple deliverables and complex dependencies for financial institutions, software implementation, government services, automotive and internal initiatives, primarily working within an Agile or Waterfall methodology environment.

Experience
Project Manager
Information Technology
Sep 2015 - Apr 2016
  • Managed multiple projects from initial implementation to go live and then handing off operations to the life cycle team.
  • Developed and managed project plans, work flows and status logs for individual projects.
  • Lead group project status meetings.
  • Facilitated project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications.
  • Identified and mitigated risks; escalated and managed change as required.
  • Communicated/documented key program requirements and status team members and other key stakeholders including an executive audience.
  • Partnered with internal teams and to support the pursuit of new business initiatives through deployment strategy design, core operational component input build, and contractual documentation build/review support.
  • Worked with retail, customer services and business channel associates to develop operational procedures.
  • Supported Senior Managers/Directors in operational assessment and/or business requirements for initiatives.
  • Redefined Operations Handoff process.
  • Redefined internal SharePoint site.

Selected Projects Overview

  • Healthcare: Implementation of SaaS AP system.
  • Non Profit Organization: Transition to SaaS AP system.
  • Major Integrated Oil and Gas Company: Moving to SVG (Scan and Capture of invoices) for multiple countries.
Project Management SaaS Business Requirements MS SharePoint Project Planning Stakeholder Engagement
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Operations Development and Implementation Manager/Project Manager
Telecommunications
Apr 2014 - May 2015
  • Managed multiple projects from initial implementation to go live and then handing off operations to the life cycle team.
  • Developed and managed project plans, work flows and status logs for individual projects.
  • Lead group project status meetings.
  • Facilitated project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications.
  • Identified and mitigated risks; escalated and managed change as required.
  • Communicated/documented key program requirements and status team members and other key stakeholders including an executive audience.
  • Partnered with internal teams and to support the pursuit of new business initiatives through deployment strategy design, core operational component input build, and contractual documentation build/review support.
  • Worked with retail, customer services and business channel associates to develop operational procedures.
  • Supported Senior Managers/Directors in operational assessment and/or business requirements for initiatives.

Selected Projects Overview

  • Afterhours Support Initiative: Lead initiative to develop 24-hour support for business customers with 21-line plus accounts.
  • Enterprise Messaging and Machine-to-Machine Initiative: Developed procedure for business channel sales associates and technical support team.
  • Wireless Priority Servicing Initiative: Developed frontline operational procedures and implementation to the business channel.
  • OnLook Home Security System Initiative: Implementation of home security systems via CDMA network and developed frontline operational procedures.
Business Requirements Documentation Project Management Project Planning Stakeholder Engagement
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Senior Project Manager
Telecommunications
Nov 2011 - Mar 2014
  • Managed multiple projects for the Global PMO from initial implementation to go live and then handing off operations to the life cycle team.
  • Developed and managed project plans, work flows and status logs for individual projects.
  • Developed and maintain great relationships with clients to understand their needs to ensure the implementation process was satisfactory.
  • Lead group project status meetings.
  • Facilitated project execution through establishing deadlines, assigning responsibilities, leading and directing the work of others and monitoring project progress to ensure a quality deployment is completed on time, according to specifications and within budget.
  • Identified and mitigated risks; escalated and managed change as required.
  • Communicated/documented key program requirements and status to clients, internal team members and other key stakeholders including an executive audience.
  • Tracked, managed and assessed hours and expenses for project resources to ensure accuracy and the project is within budget guidelines.
  • Partnered with internal teams and clients to support the pursuit of new business opportunities through deployment strategy design, core operational component input build, launch cost estimation, client presentation and contractual documentation build/review support.
  • Supported Senior Managers/Directors in operational assessment and/or business requirement gathering engagements.

Selected Projects Overview

  • Salesforce CRM Upgrade: Managed a group of 15 people to change over the CRM system for an automotive client to more streamlined CRM to allow for better operations reporting and agent experience
  • Credit Card Consumer Service Implementation and Site Build: Lead a group of 35 people, managing site build out and setup. Confirming with the client based on forecasts that the appropriate headcount is recruited to meet FTE count needs.
  • Government Solution: Led several teams to implement a Federal information line providing callers with information regarding communicable diseases and travel alerts.
Business Requirements Project Management Requirements Gathering Documentation Salesforce CRM PMO Project Planning Stakeholder Engagement
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Channel Services Specialist
Information Technology
Sep 2008 - Nov 2011
  • Managed daily operations of the outsourced call center (two supervisors & 20 - 30 agents) ensuring SLAs are met.
  • Completed weekly call/agent monitoring to maintain the highest quality customer experience.
  • Realigned global call/email monitoring standards and implemented stricter guidelines to ensure the 90% SLA is met.
  • Developed the project plan, implemented and executed Dealer Sales Channels into the customer contact center.
  • Resolved customer escalations from Account Executives and the CEO.
  • Developed workflows for major projects and changes that affect any standard operation procedures of the contact center.
  • Developed and implemented web based Customer Satisfaction Survey globally in seven languages.
  • Analyzed customer feedback to determine trends and points of improvement to submit to senior management.
  • Coordinated with Channel Sales to developing OEM's specific satisfaction survey to better understand each business segment.
  • Provided weekly sales report analysis outlining phone and web sales conversion rates and product trending.
  • Created quarterly sales report presentations for Account Executives and the OEM's highlighting sales, sources of sales, phone volumes and conversion rates.
  • Developed and executed End of Life marketing releases for all OEM are as the lead point of contact.
  • Wrote training manuals for navigation technical support as required by the OEM.
  • Created escalation templates to streamline process across all supported OEM's.
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Non-cloudteam Skill
Education
Master's in Business Administration
Nova Southeastern University Orlando Campus Ft. Lauderdale, FL 2007
Bachelor's in Business Administration Management
Bethune-Cookman College 2004
Skills
Project Planning
2016
5
Stakeholder Engagement
2016
5
Business Requirements
2016
3
CRM
2014
3
Documentation
2015
3
PMO
2014
3
Project Management
2016
3
Requirements Gathering
2014
2
Salesforce
2014
2
MS SharePoint
2016
1
Agile Methodology
0
1
SaaS
2016
1
Waterfall
0
1