Harvard Medical School

Project Specialist (Contract)

Cisco

• Assist Cisco Sales teams in handling critical post-sales escalations
• Align internal resources to drive resolution of customer issues with a focus placed on customer experience
• Collaboratively create action plans for escalations and ensure action items enacted 
• Champion both Sales teams and their customers to ensure resolution and increased customer confidence
• Participate in operational projects to improve team functions including but not limited to:
- Assist in operationalizing the case transfer process
- Collaborate in the effort to revamp future team onboarding, create training, and documentation
- Mentor Escalation Specialists

Global Field Escalation Manager and Team Lead

My role is as an Escalation Specialist on the Global Field Escalation Program (GFEP). GFEP supports post-sales on escalations with internal entities to drive resolution for customers and to achieve other positive outcomes. As an Escalation Specialist, I strive to help my other colleagues and to offer excellent customer service in the spirit of the CX (customer experience) approach.

Global Field Escalation Specialist (Consultant)

RR Donnelley

Work on site for client Morgan Stanley to oversee the project management of two teams, Content Strategy and Proofreading, in order to ensure projects are appropriately assigned, accurately estimated and delivered on time.

* Responsible for the daily Proofreading work queue and monitoring team mailboxes/intake consoles.
* Ensures appropriate estimate is communicated to clients and tracks projects against estimates.
* Run reports and make adjustments as needed using time tracking software.
* Communicate with clients in terms of deadline time and negotiations as needed.
* Ensures all internal team manuals and marketing about the team are accurate and up to date.
* Ensures all follow-up/close-out procedures are followed for projects.
* Ensures all project data is up to date and consistent for all projects.
* Make suggestions to manager for improved process and procedures as needed.

Project Manager

JPMorgan Chase

• Track, monitor and manage projects on the Global Technology Infrastructure team 
• Prepare status reports and track the scope of ongoing projects
• Gathered and maintained project data in multiple, complex spreadsheets
• Created PowerPoint presentations for senior management
• Assisted senior management in creating technical documentation

Project Coordinator

Rethink Productivity

My roles:

• Institute an analytics model to evaluate effective marketing and design strategies
• Manage social media, marketing and SEO,  including the use of Google AdWords
• Maintain company website and blog
• Perform background research and edit blog content

BlackRock

Contract position to work on project to complete data clean-up project of company CRM.  Responsibilities include information analysis, research of data sets and recommending updates based on analysis.

Data Specialist

Garden City Group

• Supervised a team of 80 people to process claims resulting from a high-visibility class action lawsuit
• Provided top-notch support to my team and solved problems in a fast-paced environment
• Closely tracked claims processing progress, met time sensitive benchmarks and successfully motivated my team
• Worked with project managers and external stakeholders to accomplish project goals

Team Lead, Quality Assurance

Wells Fargo Home Mortgage

• Reviewed loan modifications, calculating fees and ensuring file completeness
• Balanced accounts and completed transactions, improving procedures
• Filed claims while meeting strict investor guidelines, regulations and deadlines
• Monitored and updated databases to ensure accuracy of acquired information
• Promoted after three weeks

Loan Servicing Specialist

UNC-Chapel Hill School of Nursing

• Answered massive amount of telephone calls and emails promptly and professionally
• Organized materials of graduate and undergraduate applicants 
• Ensured all applications were complete and properly recorded 
• Utilized Oracle's PeopleSoft to process applications while meeting strict deadlines

Admission Data Specialist

University of North Carolina at Chapel Hill

• Scheduled events and coordinated with other departments in daily operations
• Managed wide range of job fronts efficiently with minimal supervision

Desk Attendant at Carolina Student Union

I'm a project manager who excels in fast-paced and intricate work environments that are communications oriented and teamwork driven. I'm also a metrics junkie, with experience in authoring procedures, formulating data, and preparing QBRs. I’m a leader by nature who strives to be both easygoing and approachable but a fierce defender of quality and improvement. My style is direct and professional. I like to have fun at work. 

ITIL V4 Foundation certified. 

I earned a Master of Science in Project Management from Boston University and I'm a proud alum of the University of North Carolina at Chapel Hill.

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