Program Manager resume examples

Managed Services Program Director for CBL Bahamas Project (Aliv Operator).

Roles: PMO, Fields Operations & NOC (network operations manager). Scope: 270+ sites, 15+ direct reporters, +10 Business partners. Network & Technologies: SRAN,CS,PS, EPC, IP Multimedia Sub-system (IMS), Charging System (OCS) & SDM. 3G, 4G, LTE & VoLTE (including Verizon roaming feature). OSS & BSS. Achievements:

• Full stack implementation of the Managed Services for Aliv (newest operator at Bahamas). Value: $66 MUSD. 
• Telcel roll-out of 1500+ sites with monthly completion rate of 180%.

Innovation Program Director & Service Culture Program Manager

Designed and implemented the transformation initiatives of Innovation and Service Culture with impacts in more than 3000 employees across the GSC (Global Service Center).

Roles: PMO, Coach, Change Manager driver & Innovation Evangelist. Scope: +100 innovation projects portfolio, 25+ innovation PMs, 20+ implemented projects. Responsible for the programs governance, budget, procurement, corporate communications, milestones delivery and programs/projects schedules. Achievements:

• Cost reductions for 5 MUSD USD/year.
• Skill and competence value creation to enforce the systematic innovation process & customer service.

Responsible for all technical aspects to support the day-to-day operations. Scope: Call Center, field technical support, warehouse, logistics, HW repairs, SW development, SW testing and IT infrastructure. 30+ direct reporters, 140+ gaming rooms and 9000+ machines all over Mexico. Achievements:

• Developed the corporate offshore plans aimed to open new markets abroad.
• Warehouse optimization leaded to the recovering of more than 3000 m² and 120% time saving dispatch.

Responsible of the technical post-sales service for Samsung Mexico. Scope: Product Engineers team (Audio/Video, TVs, Domestic appliances, Air Conditioning, Computers, Photography and Mobiles phones), B2B, Call Center, repair service centres network, quality assurance and regulatory bodies compliance (NOM, FIDE, NYSE and customs clearance). 30+ direct reporters, +90 service partners. Technical liaison with the R&D teams in Korea. Achievements:

• Produced operational cost reductions in the range of $10 MUSD/year.
• By applying PMI & Lean Six Sigma methodologies, the Service KPIs were improved in up to 160%.

Project Manager in chief for LATAM IT projects and initiatives (ABIS solutions). Scope: INE (Mexico), TSD (Costarica) & RENIEC (Peru). Roles: PMO, technical consultant and contract management.  Responsible for the budget, procurement, customer support and programes governance committees. Technical liaison with the R&D teams in France. Achievements:

• Led the world's largest multi-biometric ID system (multi-biometric AFIS). Value: $22 MUSD.
• Led the largest IT infrastructure project in the history of Peru (biometric AFIS). Value: $11 MUSD.

• Led the development team of up to 15 engineers that created the web and mobile user interfaces on Azure and SharePoint.
• Developed and evolved the consumer-facing, desktop, mobile and web applications.
• Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer working sessions.
• Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
  
• Established criteria for each milestone within the product roadmap as a means to measure developmental progress.
  
• Led communication with stakeholders regarding product goals and progress made.
  

• Build Touch Screens for mobile device manufacturers like Texas Instruments, Panasonic Avionics, LifeSize Communications, Polycom.
• Own process design and manage project activities (design, supply chain, inventory, testing) to ensure deliverables are on target with planned deadlines.

• Develop and manage content of web pages on Rawls College of Business website at Texas Tech University.
• Work closely with Faculty to ensure latest publications and content associated with available programs is accurate.

• Manage and maintain executive's schedules.
• Make travel arrangements for executives.
• Prepare invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, or presentation software.
• Coordinate and direct office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives.
• Answer phone calls and direct calls to appropriate parties or take messages.

• Evaluate the work of staff and volunteers to ensure that programs are of appropriate quality and that resources are used effectively Provide direct service and support to individuals or clients, such as handling a referral for child advocacy issues, conducting a needs evaluation, or resolving complaints Establish and maintain relationships with other agencies and organizations in community to meet community needs and to ensure that services are not duplicated Plan and administer budgets for programs, equipment, and support services Act as consultants to agency staff and other community programs regarding the interpretation of program-related federal, state, and county regulations and policies.

• Addressed month-end closing functions for detailed reporting.
• Traveled to remotes offices to train new personnel on Accounts Payable policies and procedures; eased the integration process. 
• Completed payroll processing from start to finish for more than 500 employees with 100% accuracy rating. 
• Liaised with vendors and remote managers to confirm information and resolve issues.
• Reduced financial discrepancies by accurately processing invoices and journal entries with zero discrepancies.
• Supported senior leadership by producing month-end closing reports and advising on remittance for quick resolution.
• Passed the daily transactions goal by 25% and end-of-month goals by 30%.
• Processed and reconciled 400+ purchase parts, raw materials, and freight invoices weekly.

• Assisted the Human Resource Director with the entrance and exit process. 
• Explained human resources policies and procedures to operational and field personnel. 
• Maintained confidentiality of 500 personnel files according to policy and federal and state law and regulations. 
• Assisted Human Resource Director with orientation, work placement, and evaluations. 
• Drafted department-specific employee announcements regarding company policies and procedures. 
• Designed new employee packages and sent them via mail and e-mail.
• Collected and documented drug screen and background reports during on-boarding process.
  
  
  

• Served as the liaison between the Human Resource Manager, applicants, and managers; answered applicants questions regarding applications, administered testing materials, explained employee benefits. 
• Tracked the daily attendance register maintained by the organization and issued bi-weekly paychecks of 250+ employees.
• Assisted Human Resource Manager by filing and retaining confidential personnel files.
• Keep a record of the leaves taken and unpaid dues of the employees and report them on monthly to the team head.

• Oversees development of the regional management plan strategic and business plan and operations manual.
• Oversees agency operations, including personal, benefits, space and training, etc.
• Implements a budget tracking and risk managements plan to assure that annual expenditures remain within the annual budget.
• Accountable for the region\'s compliance with all state requirements, including performance targets.
• Develops regional administrative staffing plan and job descriptions.
• Hires, supervises and evaluates the performance of regional administrative staff
• Oversees development and maintenance of effective working relationships and memoranda of agreement with all regional partners ( various schools, H.R., Education Services, Compliance, Vendor Relations, Accounting, Strategic Partners)
• Assures that all financial, program, service, client and performance data are collected and reported in a timely and accurate basis.
• Over sees regional appeals and grievances processes.
  

• Initiated rollout of new after school care and CACFP/ SFSP Meal Sites.
• Partnered successfully with all departments at Be A Champion, Inc.to produce a successful launch at nine sites at the begging of the academic school year.
• Strengthened company\'s business by leading implementation of program support specialists with-in my region.
• Trained, coached and mentored staff to ensure smooth adoption of new program duties and conflict resolutions at different schools.
• Developed and rolled out new policies.
• Exceeded company objectives with CACFP Meal program claims percentages and After School Care policies and programming.
• Hired and trained staff, along with other Human Resources Duties.

• Politely assisted customers in person and via telephone.
• Answered an average of 80 - 100 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Greeted customers entering the agency to ascertain what each customer wanted or needed.
• Described product to customers and accurately explained details and care of merchandise.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Assisted attorneys with reviewing and organizing witness reports.
• Filed all legal documents on behalf of the attorneys.
• Translated Investigated facts of cases from Spanish to English, using pertinent sources to determine causes of action and to prepare cases.

• Developed program strategies, work plans and timelines for Sustainable FERC Project and Energy & Transportation Program.
• Coordinated technical reviews and coalition comments on utility load forecasting, market design issues, and utility resource planning.
• Successfully advocated for adjustments to load forecasting methodologies, improvement of data inputs and assumptions by regional transmission planners and development of local clean energy plans.
• Represented NRDC in regional transmission planning meetings in the Southeast and Southwest Power Pool.
• Worked with distributed energy resource providers to evaluate non-transmission alternatives and non-wires solutions.
• Conducted load flow analysis and transmission project evaluation assessments. Supported development of energy storage pilot project technical and economic assessment tool for resource providers.
• Designed and implemented public-facing strategies. Hosted workshops, organized regional conferences and co-chaired a coalition of nearly 200 climate and energy organizations and resource providers.
  

• Managed State Energy Program, Volunteer State Solar Initiative, Tennessee Energy Education Initiative and Qualified Energy Conservation Bond Program.
• Coordinated program reports, budget oversight and collection of performance data.

• Supervised program management and monitoring staff.
• Conducted policy and technical research.
• Supported business development and recruitment.
• Successfully led competitive grant project teams. Non-formula project funds awarded exceeded cumulative funding raised in office history.

• Provided technical support to US Department of Energy Weatherization Assistance Program.
• Researched utility program evaluation methodologies.
  

• Researched barriers to energy technology deployment.
• Published independent research on corporate voluntary measures to mitigate greenhouse gases.