Summary
Overview
Work History
Education
Skills
Languages
Websites
Certification
Timeline
Generic

Angelo Lima

Austin,TX

Summary

Experienced Sr. Project manager with top-notch implementation and project management abilities. Highly organized, methodical, and skilled at overseeing daily milestones across high-performance teams. Well-versed in data analysis, planning and deployment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Project Manager

ASG - Archipelago Strategies Group
08.2021 - Current
  • Managed the development and launch of a 22-operator contact center for public housing claims, overseeing all operational and implementation aspects
  • Collaborated with contractors to integrate Salesforce as the case management system, enhancing operational efficiency
  • Oversaw comprehensive training programs for contact center staff in application processing and inbound/outbound call handling techniques
  • Collaborated with stakeholders to facilitate the integration of Salesforce with the state's Common Housing Application for Massachusetts Programs (CHAMP) software via an API
  • Led quality assurance processes to maintain high standards in contact center operations
  • Collaborated with the contact center team to develop standard operating procedures and operator checkpoints
  • Supervised the monitoring and reporting of key performance indicators to clients
  • Collaborated with the data team to deploy a Tableau-based dashboard, providing the client with deeper operational insights and the ability to more accurately allocate resources
  • Developed internal processes for team communication and collaboration, successfully reducing redundancies and increasing project margins by 15%
  • Provide direct supervision and mentorship to staff, enhancing professional development and achieving a 5% improvement in staff retention.

Project Manager, Latin America & Europe Regions

The Institute for Healthcare Improvement
10.2018 - 08.2021
  • Oversaw logistics, planning, and budgets for capacity-building programs in Brazil and Greece, resulting in a 10% increase in customer satisfaction
  • Acted as a key liaison between project teams, IHI Management, and international clients, leading to increased revenue and new customer acquisition.

Member Relations Associate, Economic Mobility Exchange

Economic Mobility Pathways
10.2017 - 10.2018
  • Developed and cultivated relationships with 25 network member organizations and managed the CRM database
  • Facilitated in-person training on the Mobility Mentoring Model to groups of up to 60 people.

Senior Health Navigator - Multilingual

Fenway Health
08.2015 - 10.2018
  • Provided direct service, risk assessment, and STI screening services in English, Spanish, and Portuguese
  • Managed community outreach efforts.

Youth Organizer

Student Immigrant Movement (SIM) of Massachusetts
02.2015 - 06.2017
  • Led efforts to increase youth involvement in community advocacy, resulting in heightened awareness and participation among young people
  • Organized and conducted workshops on leadership, civic engagement, and social justice, empowering youth to drive change in their communities
  • Collaborated with local groups to amplify youth voices and enhance the impact of youth-led initiatives.

Research Assistant, Department of Humanities

Massachusetts Bay Community College - Professor Brian T. Jones
10.2013 - 01.2014
  • Conducted research and analyzed research data.

Education

Bachelor of Arts in Sociology - Human Rights and Gender Studies

University of Massachusetts
Boston, MA
05.2017

Graduate Certificate - Data Analytics and Visualization

University of Texas at Austin
Austin, TX
11.2023

Skills

  • SQL/PostgreSQL/pgAdmin
  • APIs
  • JavaScript
  • Machine Learning
  • Cross-Functional Communication
  • Scope Management
  • Stakeholder Relations
  • Quality Control
  • Client liaison
  • Training and mentoring
  • Conflict Resolution
  • Project Management Software: Asana, Monday, Jira, Smartsheet, Airtable, others

Languages

Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Professional Working

Certification

  • Data Analytics and Visualization Certification - University of Texas at Austin
  • Facilitative Leadership for Social Change - Interaction Institute for Social Change
  • Quality Improvement 101: Introduction to Health Care Improvement - The Institute for Healthcare Improvement
  • Quality Improvement 102: How to Improve with the Model for Improvement - The Institute for Healthcare Improvement
  • Quality Improvement 103: Testing and Measuring Changes with PDSA Cycles - The Institute for Healthcare Improvement
  • Quality Improvement 104: Interpreting Data: Run Charts, Control Charts, and Other Measurement Tools - The Institute for Healthcare Improvement

Timeline

Senior Project Manager

ASG - Archipelago Strategies Group
08.2021 - Current

Project Manager, Latin America & Europe Regions

The Institute for Healthcare Improvement
10.2018 - 08.2021

Member Relations Associate, Economic Mobility Exchange

Economic Mobility Pathways
10.2017 - 10.2018

Senior Health Navigator - Multilingual

Fenway Health
08.2015 - 10.2018

Youth Organizer

Student Immigrant Movement (SIM) of Massachusetts
02.2015 - 06.2017

Research Assistant, Department of Humanities

Massachusetts Bay Community College - Professor Brian T. Jones
10.2013 - 01.2014

Bachelor of Arts in Sociology - Human Rights and Gender Studies

University of Massachusetts

Graduate Certificate - Data Analytics and Visualization

University of Texas at Austin

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Angelo Lima