Cortney Henderson, PMP
Round Rock,TX
Summary
Dynamic Senior Project Manager with a proven track record at Whole Foods Market, excelling in DEIB initiatives and event coordination. Expert in stakeholder management and KPI tracking, I drive cross-functional collaboration and enhance program efficiency, delivering impactful results that foster inclusivity and engagement across diverse teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Project Manager
Whole Foods Market Inc
Austin, Texas
05.2024 - Current
- Lead end-to-end project management of enterprise-wide DEIB initiatives, utilizing Loop and Smartsheet to develop detailed program plans, track deliverables, assign ownership, and maintain timelines across multiple concurrent programs.
- Spearheaded multi-city Pride Parade project across 3 cities, coordinating vendor management, onboarding, and payment processing for seamless event execution.
- Manage the DEIB Celebrations Calendar to support planning and activation of cultural celebrations and BOH activations, ensuring timely and accurate execution.
- Developed and implemented collaborative processes for affinity groups and Events and Communications teams, enhancing program consistency for campus-wide activations.
- Partner closely with the DEIB Program Director as a key message owner, drafting and coordinating approval of audience-targeted communications with clearly defined intent, sender, and delivery timelines.
- Effectively communicate and engage cross-functional stakeholders to drive collaboration, alignment, and visibility across DEIB programs.
- Maintained regular cadence with leadership through weekly check-ins and quarterly skip-level meetings with executive stakeholders, ensuring program alignment and visibility.
- Authored and maintained DEIB guidelines, standard operating procedures (SOPs), and playbooks for affinity groups, establishing scalable frameworks to support consistent and inclusive group operations.
E-COMMERCE CUSTOMER SERVICE SPECIALIST
Whole Foods Market
Austin, TX
06.2021 - 05.2025
- Oversee multiple E-commerce project launches simultaneously.
- Participate in project planning and execution demonstrating the ability to develop detailed program plans, identify risks and mitigate issues to achieve project goals.
- Effectively communicate and engage stakeholders to drive collaboration and alignment.
- Address inquiries, concerns and deliver high quality service to enhance customer satisfaction.
- Analytical mindset and problem-solving skills, adept at analyzing data, identifying trends and making informed decisions to drive program success. · Collaborate with cross-functional teams to improve the customer experience.
- Assisted customers with product inquiries and order issues.
- Managed customer account updates and returns efficiently.
- Provided support for online order processing and fulfillment.
ASSOCIATE CUSTOMER CARE SPECIALIST, RETAIL
Whole Foods Market
Austin, TX
04.2021 - 06.2021
- Resolved escalated customer inquiries and issues promptly to ensure customer satisfaction and loyalty.
- Collaborated with cross-functional teams to improve processes and streamline customer support operations.
- Implemented strategies to enhance the customer experience. Provided recommendations and assistance to customers based on their needs and preferences.
- Provided regular reporting to stakeholders highlighting customer trends to inform business decisions and monitor the success of program launches.
- Assisted customers with product selections and inquiries.
- Handled customer complaints with empathy and understanding.
- Processed transactions accurately at the register.
CUSTOMER SERVICE CONTRACTOR
Whole Foods Market
Austin, TX
01.2016 - 04.2017
- Managed high volume of customer inquiries with professionalism and efficiency.
- Utilized strong communication skills to resolve customer complaints and issues effectively.
- Demonstrated ability to adapt to diverse customer needs and provide personalized solutions.
- Worked cross-functionally with store and regional leadership to address customer concerns.
- Managed inventory levels to ensure product availability and freshness.
- Trained new team members on store procedures and customer service standards.
- Assisted customers with product selection and answered inquiries effectively.
CUSTOMER CARE REPRESENTATIVE
Legalzoom
Austin, TX
11.2014 - 12.2015
- Provided outstanding customer service by resolving inquiries and issues promptly and efficiently.
- Demonstrated effective communication skills in a fast-paced, high-volume call center environment.
- Provided order status and product information for business development and intellectual property.
- Built strong relationships with customers through empathetic listening and personalized attention.
- Assisted clients with legal document preparation and filing processes.
- Responded to customer inquiries via phone, email, and chat support.
- Educated customers on legal services and product offerings provided by the company.
Education
SOCIAL WORK -
UT Arlington
Arlington, TX03-2026
ASSOCIATES -
Greyson County College
Sherman, TX03-2026
DIPLOMA -
Hutto High School
Hutto, TX05-2009
Skills
- Project management
- Strategic planning
- KPI tracking
- Risk management
- Trend detection
- Continuous improvement mindset
- Client relationship management
- Effective communication
- Cross-functional communication
- Written communication
- Analytical mindset
- Problem-solving
- Teamwork and collaboration
- Detail-oriented
- Leadership
Languages
English, Native
Certification
Project Management Professional (PMP), Project Management Institute (PMI), 2026
Accomplishments
Global All-Star award recipient for outstanding contributions in 2021
Timeline
Senior Project Manager
Whole Foods Market Inc
05.2024 - Current
E-COMMERCE CUSTOMER SERVICE SPECIALIST
Whole Foods Market
06.2021 - 05.2025
ASSOCIATE CUSTOMER CARE SPECIALIST, RETAIL
Whole Foods Market
04.2021 - 06.2021
CUSTOMER SERVICE CONTRACTOR
Whole Foods Market
01.2016 - 04.2017
CUSTOMER CARE REPRESENTATIVE
Legalzoom
11.2014 - 12.2015
SOCIAL WORK -
UT Arlington
ASSOCIATES -
Greyson County College
DIPLOMA -
Hutto High School