Carrie Tom
Pittsburgh
Summary
Project manager with expertise in coordinating cross-functional teams and overseeing multiple projects to drive client satisfaction. Demonstrated success in developing detailed project plans, analyzing risks, and executing effective communication strategies. Proven track record of delivering successful project outcomes that contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Project Manager
WTW
Pittsburgh
04.2024 - 04.2026
- Managed project timelines and resources for key client initiatives at WTW.
- Coordinated cross-functional teams to enhance project alignment and streamline communication.
- Developed project plans using industry-standard tools to track progress.
- Analyzed risks and developed mitigation strategies for ongoing projects.
- Supported budget management by monitoring expenses throughout project lifecycle.
- Collaborated with external vendors to enhance service delivery and quality standards.
- Managed multiple projects with competing deadlines simultaneously.
- Developed and maintained comprehensive project plans, timelines, and budgets to support successful project execution.
- Built and established strong partnerships with teams, vendors and contractors.
- Monitored progress of each project to ensure timely delivery of deliverables in accordance with established quality standards.
- Led meetings with internal team members, consultants and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Prepared cost estimates for projects of varying sizes.
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Created team objectives and roles with specific goals outlined for each individual.
- Determined project staffing needs and led resource management.
- Led initiatives for continuous improvement in project delivery processes to optimize outcomes.
- Generated and tracked change orders and other contractual modifications affecting budget and schedule.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Conferred with project personnel to identify and resolve problems.
Business Analyst
WTW
Pittsburgh
09.2019 - 04.2024
- Supported project management activities by tracking progress and ensuring adherence to timelines.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Analyzed systems and processes to uncover improvement opportunities and enhance functionality.
- Documented findings from stakeholder meetings and workshops to inform project direction.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Developed detailed process flows and user stories to clarify system requirements and guide solution design.
- Created, analyzed, and validated detailed functional specifications.
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
- Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
- Assessed customer needs during interactions to provide tailored solutions.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Maintained library of model documents, templates or other reusable knowledge assets.
Benefits Representative
WTW
Pittsburgh
11.2016 - 09.2019
- Managed employee benefit inquiries and provided timely assistance.
- Explained complex benefits options to employees clearly and concisely.
- Facilitated open enrollment sessions and guided employees through processes.
- Maintained up-to-date knowledge of industry trends and regulations.
- Supported employees in resolving claims issues with insurance providers.
- Ensured compliance with applicable laws such as HIPAA, COBRA, FMLA, ERISA.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Coordinated benefits processing, including enrollments, terminations and claims.
Team Lead
WTW
Pittsburgh
08.2015 - 07.2016
- Led team in delivering operational excellence and client-focused solutions.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Mentored junior team members, enhancing their skills and knowledge in best practices.
- Conducted one-on-one coaching sessions with staff members to foster personal development.
- Monitored team progress and enforced deadlines.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Analyzed client feedback to identify areas for service enhancement and innovation.
- Identified process improvement opportunities and implemented effective changes.
- Oversaw compliance with industry standards and internal policies during project execution.
- Collaborated with management team to implement new work procedures or policies.
- Trained new staff in relevant processes and procedures.
- Delegated tasks appropriately according to individual skill sets.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Reviewed completed work to verify consistency, quality, and conformance.
- Earned leadership role by consistently demonstrating strong work ethic and delivering exceptional customer service.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
Education
Diploma -
Oliver High School
Pittsburgh, PA06-2004
Skills
- Analytical thinking
- Attention to detail
- Collaborative teamwork
- Critical thinking
- Effective communication
- Dependability
- Flexibility
- Innovative solutions
- Leadership abilities
- Project planning
Accomplishments
- Colleague of the Year (2024)
Timeline
Project Manager
WTW
04.2024 - 04.2026
Business Analyst
WTW
09.2019 - 04.2024
Benefits Representative
WTW
11.2016 - 09.2019
Team Lead
WTW
08.2015 - 07.2016
Diploma -
Oliver High School