Nancy Gonzalez

As a Delivery Manager, I specialize in End User Computing and Cloud services, leading a team of over 100 associates to drive digital transformation for clients. I manage a $50M+ annual revenue portfolio, ensuring high performance and customer satisfaction through effective stakeholder engagement and process optimization.

As Delivery Lead, I guided a 5-person team through agile transformation, facilitating Scrum ceremonies and collaborating with stakeholders to ensure timely delivery aligned with business objectives.

In this role, I led Scrum ceremonies and facilitated team self-organization, driving a culture of continuous learning and process optimization. I managed stakeholder communications to ensure alignment with business objectives.

I led agile adoption for the client ICBC, facilitating Scrum ceremonies and driving team efficiency through continuous monitoring and feedback, ensuring alignment with strategic goals.

Managed multiple projects by coordinating cross-functional teams, implementing Agile methodologies, and leading continuous improvement efforts to optimize project execution and deliver high-quality results.

Analyzed business workflows to identify improvement areas and implemented quality enhancement projects, designing risk remediation strategies to mitigate operational risks.

Developed and implemented training programs to ensure quality adherence and customer satisfaction, contributing to reduced customer complaints through process improvements.

Developed key performance metrics and led quality teams to promote continuous improvement and adherence to quality standards, enhancing overall process efficiency.

Provided specialized billing and refund support for customers in the USA and Canada, resolving inquiries through bilingual call center services.

Completed a Bachelor of Business Administration, focusing on various aspects of business management and administration.

Earned a Technical Degree in Business Administration, gaining foundational knowledge in business practices and management.