Alicia Samms
Wayne,PA
Overview
34
34
years of professional experience
Work History
Project Administrator
Vanguard
Malvern, PA
02.2017 - 01.2022
- Coordinated project schedules and resources to ensure timely completion of tasks.
- Facilitated communication between team members and stakeholders to support project objectives.
- Maintained project documentation, ensuring accuracy and accessibility for all team members.
- Assisted in budget tracking and expense reporting to optimize resource allocation.
- Assisted in the preparation of final project reports and presentations through thorough analysis of quantitative data and qualitative feedback.
Project Manager
Vanguard
Malvern, PA
04.2012 - 01.2017
- Led and managed projects, owning end-to-end execution, timelines, dependencies and outcomes.
- Proactively managed milestones, risks and trade-offs to ensure timely and high-quality delivery.
- Communicated clearly and confidently on project status, progress, risks and recommendations to team members, tailoring messaging to the audience.
- Anticipated and mitigated risks by applying critical thinking, partnering with stakeholders to develop practical solutions.
Training Manager
Vanguard
Malvern, PA
12.2002 - 03.2012
- Designed and implemented comprehensive training programs to enhance employee performance and engagement.
- Collaborated with department leaders to assess training needs and align programs with organizational goals.
- Led cross-functional teams in delivering training sessions, fostering a collaborative learning environment.
- Evaluated training effectiveness through feedback, assessments, and performance metrics to drive continuous improvement.
- Mentored junior trainers, providing guidance on best practices and facilitating skill development within the team.
Trainer
Vanguard
Malvern, PA
05.1995 - 11.2002
- Developed training materials to enhance employee knowledge and skills.
- Facilitated interactive workshops to improve team collaboration and communication.
- Assessed training needs through surveys and performance evaluations.
- Analyzed training outcomes to measure effectiveness and inform future sessions.
Key Account Customer Service Representative
Vanguard
Malvern, PA
01.1991 - 04.1995
- Managed key account inquiries, ensuring timely resolution of client issues.
- Developed and maintained strong relationships with high-value clients to enhance satisfaction.
- Collaborated with cross-functional teams to streamline service delivery processes and improve efficiency.
- Trained junior staff on best practices in customer service and account management techniques.
Customer Service Representative
Vanguard
Malvern, PA
11.1987 - 12.1990
- Partnered with clients via inbound phone calls to assist them with a wide range of financial inquiries, from account maintenance to identifying and resolving issues.
- Lead with empathy and a problem-solving mindset to help uncover client needs and provide timely and accurate solutions.
- Collaborated with internal departments through various strategic initiatives to continually improve client experience.
Education
Ed.D - Leadership in Higher Education
Widener University
Chester, PA05-2007
Master of Science - Secondary Education
Cabrini College
Radnor, PA05-1991
Bachelor of Arts - Economics
Bryn Mawr College
Bryn Mawr, PA05-1987
Timeline
Project Administrator
Vanguard
02.2017 - 01.2022
Project Manager
Vanguard
04.2012 - 01.2017
Training Manager
Vanguard
12.2002 - 03.2012
Trainer
Vanguard
05.1995 - 11.2002
Key Account Customer Service Representative
Vanguard
01.1991 - 04.1995
Customer Service Representative
Vanguard
11.1987 - 12.1990
Ed.D - Leadership in Higher Education
Widener University
Master of Science - Secondary Education
Cabrini College
Bachelor of Arts - Economics
Bryn Mawr College