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Skills

  • Client onboarding and account maintenance
  • Effective negotiation skills
  • Operational improvement
  • Problem resolution
  • DOT Regulatory Compliance
  • Operations support
  • Budgets
  • First Aid/CPR
  • Continuous Improvement Initiatives
  • Conflict resolution

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Had an excellent attendance record and was always on time for work.
  • Oversaw the delivery of process project by category team, which resulted in method.
  • Achieved Excellence Award.
  • Contributed to a revenue increase of $18.
  • Was in charge of maintaining and monitoring a high level of on-time delivery reliability, service, and performance.
  • Achieved a 60%-higher delivery speed.
  • Collaborated with engineering and operations on a large-scale product deployment for Tableau, resulting in a successful go-live in three years.
  • Consistently exceeded scope management KPIs.
  • Consistently exceeded time management KPIs.

Summaries

  • Boosted team performance.
  • Award-winning project leader with a strong focus on driving quantifiable results, including improving on-time delivery by 52% and reducing overall project risk.
  • Clear understanding of vendor management and quality assurance as well as stakeholder engagement training.
  • Dedicated to learning, growing, and succeeding in Transportation.
  • Delivered key feature releases.
  • Delivered key operational and business transformation projects, influencing a 23% process improvement using Agile practices and consistent KPI tracking.
  • Program Transportation Supervisor with a track record of cutting costs while maintaining quality and efficiency.
  • Customer-focused leader with 3 years of experience partnering with internal teams and clients to ensure that project objectives are met within set timelines and performance metrics.
  • Aligned projects with business goals.
  • Boosted project documentation accuracy.

Accomplishments

  • Contributed to strategic planning sessions and identified 10 potential areas for service improvement, directly affecting client satisfaction.
  • Optimized client onboarding process that reduced overall implementation time by 72%, enhancing scalability and customer experience.
  • Implemented a metrics-driven approach that increased on-time delivery rates to 46%, specifically targeting high-priority clients.
  • Developed and enforced SLAs that optimized project timelines, resulting in 57% reduction in service-level breaches.
  • Designed and implemented a client feedback loop, improving the delivery team’s performance evaluation metric by 74%.
  • Resolved product issue through consumer testing.
  • Improved post-delivery client engagement strategies, leading to a 62% increase in repeat business.
  • Reduced post-launch issues by 21% through enhanced quality assurance practices and post-deployment audits.
  • Orchestrated multiple concurrent projects across Austin, leading to project completion rates improving by 36%.
  • Managed project portfolio worth over $12 delivering consistent results on time and within budget over 6 months.

Affiliations

  • CIO Executive Council
  • Jaycees
  • Certified ScrumMaster (CSM) Certification Holder
  • Association for Computing Machinery
  • Agile Alliance
  • Society of Human Resource Management
  • PMI Agile Certified Practitioner (PMI-ACP)
  • American Management Association (AMA)
  • Certified Agile Leader (CAL I or CAL II) – Scrum Alliance
  • George Washington University School of Business – Project Management Program

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Diploma in Project, Program & Portfolio Management (P3M), Northwind, 2024
  • Lean Six Sigma Black Belt - Vantage, 2015
  • Certified SAFe® 5 Agilist, Scaled Agile Framework, 2017
  • Certified Business Analysis Professional (CBAP)
  • Certified Enterprise Coach (CEC), Meridian, 2019
  • Google Certified Professional Cloud Architect
  • Certified Agile Coach (ICP-ACC), Vantage, 2019
  • Harvard Online Certificate in Leadership Principles, 2016
  • Chartered IT Professional (CITP) - Lakeside Partners, 2022

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