Charles Pitts

• Project Controls Specialist 03/2023 - 05/2024

• Analyzes project performance data to identify improvement areas within the software development lifecycle (SDLC).

• Maintains and oversees project timelines, milestones, resource allocations, and risks to ensure timely completion using Primavera 6.

• Schedules and facilitates meetings with project stakeholders to address deliverables, schedules, and resolve conflicts.

• IT Project Manager 05/2024 - Present

• Leads cross-functional teams in Agile and hybrid delivery of large-scale Medicaid IT initiatives, ensuring alignment with business objectives and timelines.

• Collaborates with business owners, policy teams, and technical stakeholders to translate requirements into actionable project plans and prioritized Jira backlogs.

• Facilitates Scrum ceremonies and project meetings to drive progress, maintain alignment, and ensure continuous improvement. • Develops and maintained integrated project schedules, tracked dependencies, risks, and critical paths across Agile release cycles.

• Directs cross-functional teams, removed impediments, and maintained delivery velocity while providing regular status updates to leadership.

• Enhances team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Manages budgets effectively, ensuring resource allocation was optimized for maximum project success.
• Implemented Change Management processes ensuring smooth transitions and minimizing disruptions, resulting in a 15% improvement in project delivery timelines."
• Collaborates with stakeholders to define clear project goals in alignment with expectations through the SDLC.
• Led cross-functional teams to ensure project milestones and deliverables met organizational standards.

• Leads cross-functional Agile teams (8–12 members) supporting Medicaid system initiatives, improving sprint predictability and increasing on-time delivery from 75% to 92%.
• Coordinates software license renewals and vendor communications, ensuring 100% tool availability and zero service disruption.
• Collaborates with Product Owners to prioritize backlogs, aligning development efforts with business objectives and client needs.
• Fostered a culture of accountability and collaboration, increasing team engagement and reducing team attrition.
• Facilitates all Scrum ceremonies, improving team velocity by 20% within two quarters through impediment removal, capacity planning improvements, and stronger story refinement practices

• Orchestrates interactions with AMGEN representatives, personnel from collaborating organizations, and other stakeholders within the rare disease community.
• Oversees and administers a multi-million dollar budget, developing financial projections and recommending cost-reduction measures. Processes invoices and change order requests, identifying and rectifying discrepancies or errors.
• Provides oversight of stakeholder expectations and management of vendor relations.
• Delivers comprehensive administrative and logistical support to the Patient Advocacy Department, including formal correspondence with external partners, preparing meeting agendas and recording minutes, and coordinating domestic and international travel arrangements and preparations.
• Supported event planning efforts for up to 200 people by coordinating meeting room bookings and catering arrangements as needed.

• rProvides comprehensive analytical support to Department of Defense (D.O.D.)/division personnel and management across diverse business functions as required.
• Facilitates project activities and executes administrative tasks to support defined goals and initiatives, ensuring effective time and quality management.
• Evaluates project performance and reviews deliverables to confirm adherence to technical, programmatic, and financial objectives, and identifies potential program risks.
• Develops, maintains, and monitors project milestones, velocity metrics, and risk indicators.
• Conducted risk assessments, identifying potential issues and recommending mitigation strategies.

• Rerecords Project milestones using MS Project
• Serves as a point of contact for external vendor representatives, project managers and stakeholders
• Manages and distributes project information to key Stakeholders and Managers
• Supports Project Managers with deliverables schedule by organizing team meetings and using MS Project to update and track progress
• Reviews data creating reports, proof reading and editing materials, and preparing for presentations.
• Enhanced customer satisfaction by providing timely responses to inquiries and concerns related to project.

• Coordinated executive schedules and appointments to optimize time management and enhance operational efficiency.
• Coordinates workflow among other administrators to implement office procedures and best practices
• Arranges meetings, schedules conferences, facilities and services
• Reviews documents and correspondence for accuracy of weekly announcements to staff
• Assists with facilities-related matters, maintaining office supplies, breakroom inventory and other related task.
• Developed and maintained filing systems to ensure quick access to critical documents and information.
• Coordinated seamless onboarding experiences for new hires to ensure they were properly equipped with the necessary tools to succeed in their roles from day one.

• Manages the flow of all inbound and outbound calls
• Creates awareness and accountability of Call Center Agent performance
• Responsible for assisting customers with, placing new orders, providing status of existing orders, answering questions concerning availability of Comcast products
• Communicating with customers over the phone or via email
• Performs quality assurance and coaching of call center agents
• Reviewing customer orders and/or account information while resolving issues
• Assist with departments ongoing development by hosting bi-weekly training sessions.

• Manages team performance and identify areas of opportunity through shadowing and learning
• Effectively coach and develop team members to meet and exceed performance expectations
• Handles escalated calls and cases effectively and efficiently with empathy and compassion
• Builds strong working relationships with peers and other departments to help drive customer satisfaction
• Performs regular quality checks and coaching to agents.
• Trained and mentored team members on best practices for customer service excellence.