Annual contact center program I lead at Verizon
Leading multi-vendor technology programs
Saved at Fidelity by eliminating overtime
I lead program and portfolio delivery for contact center and customer experience technology: program financials and business cases, scope and change control, risk and dependency management, vendor partnerships, and building and mentoring project management teams.
Lead delivery for the largest contact center program in Verizon Professional Services, valued at about $40M a year
Led a team of 10 project managers on a $14M healthcare account
Saved $12M at Fidelity Investments through scheduling and flexibility changes that eliminated overtime
First PM to run Verizon's Pindrop project, building its delivery process from scratch
Created a repeatable deployment checklist and knowledge-transfer playbook that standardized rollouts
Rated #1 team member since 2019
Verizon Business - Program Manager / Delivery Lead, Professional Services (2021 - present)
Verizon - Senior Engagement & Project Manager, Professional Services (2019 - 2021)
Global Technology Solutions - Senior Project Manager, Genesys practice (2018)
Fidelity Investments - Senior Planning Analyst (2016 - 2018)
TTEC Digital / Aria Solutions - Senior Project Manager, Professional Services (2016)
ADP - Workforce Planning Manager (2013 - 2016)
Charles Schwab - Senior Technical Project Manager (2010 - 2013)
TIAA - Application Analyst and Contact Center Analyst (2005 - 2010)
Platforms: Genesys, NICE, Aspect, IVR / WFM / QM, VoIP / SIP, Smartsheet, MS Project, Visio
Certifications: PMP, PMI-ACP, Certified ScrumMaster (CSM)
Education: B.S. Business Technology Management, Regis University
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