Amy Feilen
Indianapolis,In.
Summary
Accomplished professional with 20 + years of Operational Leadership along with a proven background in Program and Project Management. Exceled at building and managing Operational Teams. Proven background in the successful delivery of complex, high visibility, multi-site projects on a national basis. Committed to maintaining integrity, adaptability, and cohesive teamwork to ensure exemplary customer satisfaction while driving execution and profitability. Proficient with P&L, Budgets, Forecasting, Reporting, Process Improvement and Account Management.
Overview
21
21
years of professional experience
Work History
Program Director of Strategic Accounts
New Era Technologies
2021.01 - Current
- Program Director over top strategic financial accounts to include JP Morgan Chase ($32M), Wells Fargo ($6M) and US Bank ($2M). Managed a team of 40 associates to include Project Mangers, Project Coordinators and Engineers to implement data structured cabling and digital systems.
- Exceeded yearly Revenue Goals while maintaining over 35% margin.
- Responsible for all aspects of the customer programs including project rollouts, installations, quoting and billing.
- Consistently identified and implemented process improvements with internal and external customers and vendor partners.
- Reported and maintained key departmental project metrics and KPI’s.
- Developed process to lower DTI from 42 days to 30 days.
- Completed 5,000 site Chase upgrade project early and within budget.
- Negotiated changes for Chase contract that created an additional $3.2M in billable revenue.
- Established quarterly business review meetings with all financial accounts.
- Optimized resource allocation, ensuring the successful completion of multiple concurrent projects.
Director of Operations
Comm-Works
2017.01 - 2021.01
- Managed Operations Team to include Program and Project Managers, Coordinators, Engineers, Service Call Center and Billing Team (Approximately 100 employees and $120M in Revenue)
- Managed $74M Revenue yearly budget
- Utilization management- Budgeting/Forecasting/Quoting
- Provided matrix leadership to cross-functional teams for planning, preparation of project artifacts, solution delivery, issue management, and communication
- Evaluated project size, scope, impacts, risks, budget to formulate a plan of implementation
- Vetting of project requirements from Sales and Engineering Teams
- Negotiate contracts and manage sub-contractor vendor network
- Operationally completed over 5,000 Work Orders per month
- Established and maintained KPI’s and monthly reporting
- Created and managed Operations budget, which included monthly forecasting and accrual activities
Program Manager
Comm-Works
2013.01 - 2016.01
- Managed team of 25 personnel to include Project Managers, Coordinators, Engineers and Billing for strategic National Financial customers such as JP Morgan Chase, Wells Fargo, Bank One, Fifth Third Bank
- Prepared project schedules, project plans, invoicing and closeout documents
- Established Quarterly KPI reports and meetings with key accounts
- Process improvement development & implementation for efficiency and profitability improvement
- Personnel staffing hiring and training
- Direct client interaction / issue resolution
- Successfully lead team that completed over $12M in projects and $4M in Staff Augmented Project Management services
- Managed Operations budget for assigned accounts, which included monthly forecasting, and accrual activities
- Main point of customer contact for projects and interactions for assigned accounts.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
Project Manager, Team Lead
Comm-Works
2010.01 - 2013.01
- Managed team of 24 personnel to include Project Managers, Coordinators and Billing Admin
- Responsible for large-scale deployments, projects and customer service for key accounts such as Michael’s, JP Morgan Chase, Huntington Bank, Walgreen’s, National Vision, Weight Watchers, Verizon, Aldi, Vital and McDonalds
- Managed all facets of Project Management and Deployment Teams
- Directed quoting, planning, coordination and execution of all assigned projects and deployments
- Successfully lead team that completed over $10M in projects in 2010
- Averaged completion of over 1,200 Work Orders per month (highest of any team)
- Improved overall Team DTI (days to invoice) from 37 days to 15 days through process and team improvement.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Project Manager
Comm-Works
2003.01 - 2009.01
- Responsible for large-scale deployments, projects and customer service for key accounts such as Guess, Michael’s, JP Morgan Chase, 7-11, Walgreen’s, Sony, Weight Watchers, Verizon, Aldi, Yellow Freight, and ADTRAN
- Managed the top revenue generating customers and large-scale deployments
- Responsible for quoting, planning, coordination and execution of all assigned customer projects and deployments
- Created and managed KPI’s that included DTI, Margin, SLAs, and customer retention to identify ways to improve customer satisfaction
- Developed and maintained project-tracking data and reporting
- Managed Project deliverables within approved timelines.and budget
- Exceeded margin goals by finding project delivery efficiencies and improving deployment
- Established effective communication among team members for enhanced collaboration and successful project completion.
Education
Anoka Ramsey Community College
Anoka, MN11.1998
Skills
- Team building
- Excellent Communication
- Customer Relations
- Project Planning
- Strategic Planning
- Resource Allocation
- Productivity Improvement
- Project tracking
- Contract Management
- Budgeting and forecasting
- Project scope analysis
- Project planning and development
Affiliations
Accomplished professional with 20 + years of Operational Leadership along with a proven background in Program and Project Management. Exceled at building and managing Operational Teams. Proven background in the successful delivery of complex, high visibility, multi-site projects on a national basis. Committed to maintaining integrity, adaptability, and cohesive teamwork to ensure exemplary customer satisfaction while driving execution and profitability. Proficient with P&L, Budgets, Forecasting, Reporting, Process Improvement and Account Management.
Interests
- 2006, 2009, 2011, 2012, 2014, 2015, 2016, 2017, 2018, 2020, 2021
- Career References
- Pierre Kormann
- Chief Operating Officer
Additional Information
- Awards , President’s Club / Ring of Excellence Yearly Award Winner for Operational Excellence:
Timeline
Program Director of Strategic Accounts
New Era Technologies
2021.01 - Current
Director of Operations
Comm-Works
2017.01 - 2021.01
Program Manager
Comm-Works
2013.01 - 2016.01
Project Manager, Team Lead
Comm-Works
2010.01 - 2013.01
Project Manager
Comm-Works
2003.01 - 2009.01
Anoka Ramsey Community College
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