Barbara Hernandez-Rivera
Worcester,MA
Summary
Lead Program Manager with a solid history in managing complex projects from concept to completion. Strengths include strategic planning, team leadership, and performance optimization. Notable for creating effective communication channels between different departments and teams, resulting in increased productivity and efficiency. Impacted previous roles by problem-solving swiftly under pressure while maintaining high standards of professionalism and integrity.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Lead Program Manager
National Grid Usa Service Company
Worcester, MA
10.2023 - Current
- Developed and maintained project plans, budgets, timelines and resources to ensure successful delivery of projects.
- Implemented process improvements to drive efficiencies in the program management team.
- Coordinated with stakeholders across multiple teams to plan, track and report on progress of projects.
- Worked alongside operation supervisors, schedulers and engineers to provide timely and efficient services to customers with strict deadlines.
- Served as the main contact person for resourcing decisions in a specific region.
- Effectively executed distribution work plan for designated region.
Lead Analyst
National Grid
Worcester, MA
01.2017 - 10.2023
- Assisted Program Managers in developing annual work and resource plans as well as managing projects within their jurisdictions on a daily basis.
- Cultivated strong partnerships with internal stakeholders to effectively meet ongoing workflow demands.
- Monitored financial records regularly and provided timely updates to management on potential discrepancies.
- Utilized Primavera P6 to manage and track several project schedules, maximizing resource allocation in alignment with yearly capital budget objectives.
- Enhanced reporting capabilities by integrating and evaluating data gathered across multiple work management platforms.
Connections Representative
01.2014 - 01.2017
- Acted as the primary point of contact for customer concerns and complaints in designated territories, ensuring timely resolution.
- Engaged in effective communication with electricians and customers to enhance understanding of job specifications.
- Maintained project timeline by promptly delivering necessary paperwork for engineers to progress to next stage.
- Evaluated the costs to be incurred by customers in accordance with the relevant tariffs, and promptly resolved any concerns.
Order Processing Representative
01.2011 - 01.2014
- Ensuring clear communication to transcribe accurate work orders for electricians.
- Designed demolition requests in the Company's GIS system.
- Optimized the performance of new employees through training sessions on current management practices.
- Handled daily volume of over 50 customer calls, providing prompt resolution to inquiries and concerns.
- Effectively managed various systems simultaneously, such as Outlook, Microsoft Office, GIS, Storms, and CSS.
- Coordinated service appointments by collaborating with customers, electricians, and field personnel.
Customer Service Representative
01.2006 - 01.2011
- Provided assistance and support to a multitude of customers while maintaining professionalism.
- Consistently achieved outstanding results in meeting Key Performance Indicators.
- Guided trainees by allowing them to shadow me during customer call interactions.
- Researched customer accounts to address and resolve complaints and concerns
Education
Bachelor of Science - Business Administration
Becker College
Worcester, MA05.2019
Skills
- Fluent in Spanish and English
- Consistent Professional Positivity
- Adaptable Learner
- Advanced Skills in Microsoft Office
- Portfolio Management
- Business Analysis
- Program budgeting
- Stakeholder Management
- Customer Engagement
- Training and mentoring
Certification
- Smith System Driver Improvement Institute Certification – Smith System.
- Human Resources Management Certificate – Becker College.
- Certificate in Law Enforcement - Quinsigamond Community College.
Timeline
Lead Program Manager
National Grid Usa Service Company
10.2023 - Current
Lead Analyst
National Grid
01.2017 - 10.2023
Connections Representative
01.2014 - 01.2017
Order Processing Representative
01.2011 - 01.2014
Customer Service Representative
01.2006 - 01.2011
- Smith System Driver Improvement Institute Certification – Smith System.
- Human Resources Management Certificate – Becker College.
- Certificate in Law Enforcement - Quinsigamond Community College.
Bachelor of Science - Business Administration
Becker College
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