Passionate Program Manager skilled in aligning business strategy and objectives with project and program management paradigms for optimal operational impact and resource efficiency. Results-focused team leader driving innovation, data analysis, and strategic planning.
Subject Matter Expert in optimizing business processes through workflow analysis, redesign, and technology solutions to streamline operations.
Notable Impacts:
• Leveraged Salesforce, Snowflake, SQL, and Alteryx to build reports and automate processes, reducing manual efforts for the Support Experience Team by 50%.
• Developed cost-effective processes with cross-functional collaboration, creating an SOP using Confluence and Lucid Chart, resulting in a 40% reduction in customer issue resolution time.
• Automated customer support case monitoring using Alteryx, Snowflake, and Salesforce, achieving 92% SLA compliance in Q3-Q4, compared to 79% in Q1-Q2.
Core Leadership Skills:
• Championing innovative solutions for increased efficiency and productivity.
• Streamlining customer onboarding and support experiences for higher satisfaction and retention.
• Developing cost-effective processes through collaboration and escalation procedures.
• Swiftly identifying and resolving underlying issues to maintain project success.
• Promoting knowledge exchange among teams for continuous improvement.
Core Program Management Competencies:
☀️ Reporting & Analytics
☀️ Tech Tools & Solutions
☀️ Program Administration
Strategies for Effective Program Management:
▪️ Clear Program Objectives
▪️ Stakeholder Engagement
▪️ Technology and Tools
▪️ Communication and Reporting
▪️ Risk Management
▪️ Training and Skill Development
Technical Tools:
▪️ Atlassian Cloud (Confluence, JIRA)
▪️ Smartsheet
▪️ Asana
▪️ Monday.com
▪️ Microsoft Excel
▪️ SharePoint
Experience with:
☀️ Agile Methodologies
☀️ Structured Query Language (SQL)
☀️ Salesforce (Service Cloud, Reports, Dashboards)
☀️ NetSuite
☀️ Data Analysis
☀️ Project Management Tools
