Cassandre Fye
Crete,NE
Summary
Dynamic and team-oriented Project Manager with 9 years of experience in asset management, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization, delighting customers and identifying opportunities for process improvements.
Overview
13
13
years of professional experience
Work History
IT Project Manager
Infinite Computer Solutions
Lincoln, NE
10.2021 - Current
- Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
- Reduced software development timeframes by identifying bottlenecks and optimizing the development process.
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Provided detailed project status updates to stakeholders and executive management.
- Created and implemented contingency plans to address potential risks.
- Established and enforced project timelines and deadlines.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
- Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
- Led system integration efforts, working closely with vendors and internal teams to ensure seamless transitions.
- Led and managed staff of Number team members engaged in administering complex IT infrastructure.
Project Manager
IBM
Lincoln, NE
08.2015 - 10.2021
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Customer Support Manager
IBM
Lincoln, NE
05.2011 - 08.2015
- Streamlined service planning processes by implementing efficient scheduling tools and techniques.
- Improved customer satisfaction by promptly addressing service requests and ensuring timely completion of tasks.
- Enhanced team productivity by providing ongoing training and support for service technicians.
- Developed strong relationships with clients, resulting in increased retention rates and repeat business.
- Optimized resource allocation by accurately forecasting demand and adjusting staffing levels accordingly.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Optimized staffing levels by analyzing call volume data, ensuring adequate coverage during peak periods while minimizing costs.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
- Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
- Mentored new hires through onboarding processes, setting clear expectations for their role as Customer Support Managers within the organization.
- Launched employee recognition programs that motivated staff members to consistently deliver exceptional service standards.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Education
Bachelor Of Science - Human Relations
Doane College
Crete, NEAssociate Of Science - Criminal Justice
Iowa Western Community College
Council Bluffs, IASkills
- Client Relations
- Risk Management
- Agile Methodologies
- Cross-functional Team Leadership
- Procedure Development
- Client Rapport
- Cross-Functional Collaboration
- Project Tracking
Timeline
IT Project Manager
Infinite Computer Solutions
10.2021 - Current
Project Manager
IBM
08.2015 - 10.2021
Customer Support Manager
IBM
05.2011 - 08.2015
Bachelor Of Science - Human Relations
Doane College
Associate Of Science - Criminal Justice
Iowa Western Community College