Christi Huling

Provided comprehensive Project Management support for a the Transformation Solutions Customer Support Group (TSCSG), a multi-faceted customer support operation at CACI. Products that the TSCSG provides support for include the Procurement System (SPS), Comprizon, Web Based Supply Chain Management (WBSCM) system, and the Global Combat Support System-Marine Corps (GCSS-MC). TSCSG project work under a ISO 9001 and 20K Quality Management System which includes a support model that provides exception support to the user community.

In this role I performed the following tasks:

• Prioritized tasks effectively to efficiently manage multiple customer support and deployment teams, ensuring alignment with organizational goals while considering factors like urgency and resource availability.
• Demonstrated a strong ability to meet project deadlines while ensuring top-notch quality for both internal and external tasks.
• Established effective and open communication channels to optimize team collaboration and project success
• Delivered outstanding customer satisfaction by promptly addressing client feedback, including both complaints and positive accolades, ensuring expectations were consistently exceeded.
• Managed task performance by closely tracking progress against objectives and modifying schedules and resources as required.
• Enhanced stakeholder confidence in the team's performance by establishing effective communication channels and delivering regular updates.
• Worked closely with senior management, ensuring project objectives were aligned with strategic company initiatives and contributing to overall business growth.
• Ensured seamless collaboration across departments for effective risk management and timely resolution of project challenges.
• Continuously assessed project performance, making adjustments as needed to optimize outcomes.
• Kept stakeholders and executive management informed by consistently providing comprehensive project status updates.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Led the complete lifecycle of SPS Deployment projects, handling everything from procurement to commissioning.
• Provided detailed updates on project progress to stakeholders, promoting transparency and ensuring alignment with objectives.
• Negotiated contracts to acquire quality materials at competitive prices and optimize resource utilization.
• Maintained project alignment with original objectives and budgets by effectively managing scope creep through the establishment of clear boundaries for requested changes.
• Cultivated innovation and creativity within the project team, resulting in enhanced problem-solving capabilities and outcomes.
• Maintained close supervision of project progress, proactively identifying risks and implementing appropriate corrective measures.
• Maintained close oversight of project and team member performance, facilitating prompt resolution of errors or delays.
• Kept customers informed about project status through regular updates, promoting open communication.
• Ensured continuous progress by reallocating resources in optimized project schedules, based on the identification of critical path tasks.
• Fostered an environment of creativity and forward-thinking within project teams, resulting in the utilization of new tools and methodologies to optimize project outcomes.
• Identified lessons learned and best practices through conducting post-project reviews, fostering a culture of continuous improvement.
• Promoted collaboration and inclusivity to achieve high levels of team engagement and morale.
• Developed strong client relationships through consistent delivery of exceptional results, exceeding project expectations while effectively communicating throughout the process.
• Increased stakeholder satisfaction through the delivery of detailed project updates and proactive resolution of issues.
• Boosted team productivity by providing tailored training programs that addressed specific skill gaps and fostered professional development.
• Demonstrated strong project management skills by completing multiple projects within specified deadlines through effective coordination of team efforts and task prioritization.
• Developed and executed project plans and budgets for successful implementation.
• Recruited and managed a team of professionals to exceed performance and quality goals.
• Ensured deliverables met quality standards and specifications prior to client submission.
• Utilized project performance data to pinpoint opportunities for enhancement.
• Provided frequent updates to managers regarding project budget, progress, and technical challenges.
• Led productive meetings with project stakeholders to review and address deliverables, schedules, and conflicts.

• Developed measurable objectives and guided employees on effective strategies to meet them.
• Employed detailed analysis and troubleshooting techniques to identify and resolve technical issues, resulting in improved system performance.
• Implemented IT best practices to overcome new challenges and drive knowledgeable decision-making.
• Trained new hires on company-specific tools, systems, and best practices to ensure smooth integration into the team.
• Analyzed data trends and patterns to identify process optimization opportunities, leading to informed decision-making.
• Effectively communicated project status to stakeholders by creating up-to-date project summaries.
• Delivered outstanding technical assistance to end-users resulting in increased productivity and enhanced user satisfaction.
• Diagnosed and resolved software issues using troubleshooting techniques.
• Enabled successful project delivery by actively participating in cross-functional team collaboration, facilitating timely completion while satisfying clients' needs and accomplishing business objectives.
• Conducted root cause analysis to create long-term resolutions and prevent recurring incidents.
• Promptly resolved staff technical issues to minimize downtime.
• Effectively supervised technology services delivery, offering guidance for migration and troubleshooting.
• Offered recommendations according to project requirements.
• Measured, reported, and streamlined IT assessment through service-level metric analysis.
• Carried out troubleshooting activities and performed software tests to resolve system abnormalities.
• Troubleshot end-user reported incidents, scheduled system changes, and identified permanent solutions.

• Enhanced efficiency by developing comprehensive agent scripts and troubleshooting guides, resulting in reduced average handling time.
• Aided customer service agents by offering immediate coaching, guidance, and feedback to help them meet their development goals.
• Resolved customer concerns effectively and professionally to ensure high levels of satisfaction achieved.
• Organized regular team gatherings for evaluating progress, setting goals, and encouraging employees.
• Set and supervised performance objectives for call center associates.
• Established positive workplace culture promoting enthusiasm, dedication, and commitment among call center staff.
• Evaluated data trends to determine optimal customer service needs.
• Encouraged open communication and created a supportive work environment, fostering a strong sense of teamwork among agents.
• Analyzed customer feedback, identifying areas for improvement and creating action plans.
• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Streamlined data entry processes with new CRM software tools, resulting in improved information accessibility for agents.
• Nurtured the growth of call center employees, preparing them for future leadership opportunities.
• Implemented streamlined processes to optimize scheduling, staffing, and performance tracking in the call center resulting in increased efficiency.
• Maintained exceptional service standards through the recruitment, training and onboarding of new agents.
• Resolved escalated customer complaints proactively, resulting in higher client satisfaction scores.
• Implemented effective policies to streamline employee performance and enhance customer experience.
• Administered performance appraisals for employees, leading to improved resolution times and increased customer satisfaction ratings.
• Provided ongoing coaching and feedback to enhance team performance.
• Facilitated cross-functional coordination to ensure consistent service delivery throughout customer touchpoints.
• Scheduled call center staff within budget to meet operational needs.
• Equipped team members with the knowledge of performance metrics and consumer behavior identification through training.
• Implemented effective staff training to improve efficiency and productivity, focusing on customer service protocols and call resolution techniques.
• Supervised and managed a team of [Number] customer service representatives, ensuring excellent support for callers seeking assistance with [Type] and [Type] concerns.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Developed effective team rotations for efficient staffing during peak hours.
• Developed measurable objectives and guided employees on effective strategies to meet them.