Summary
Overview
Work History
Education
Skills
Websites
Certification
Tools Applications
Affiliations
Timeline
Generic

Cindy Couste

Vernon,CT

Summary

An accomplished results-oriented project manager who has developed a diverse, professional skill set from project planning through closeout. Experienced in process improvement, technical account management, change management, and transitions. Six Sigma Green Belt & ACP trained, well versed in PI tools, problem resolution, strategic planning, data analysis, and maintaining organized documentation. Effective communicator accustomed to working with internal and external stakeholders, leadership, clients, and vendors while remaining detail and quality-focused.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr Project Manager/Implementation Manager

TTEC
08.2022 - Current
  • Interface with cross-functional teams, internal leadership and client leadership to identify and ensure satisfaction of project requirements, and alignment of objectives
  • Identify, manage, and solve for risks, issues and blockers utilizing functional SMEs and various mitigation tools
  • Preparation and analysis of financial reporting as related to facility spend, and core team project hours to track against budgets
  • Interface with vendors on project needs, request requisitioning for costs, resolve scheduling and/or payment issues
  • Lead and facilitate multiple project meetings, including serving as Scrum Master on daily stand up, technology readiness sessions with new employees, general contractors, and vendors
  • Communicate ongoing project performance with Operations, project teams, client and leadership
  • Prepare and develop client facing materials & presentations with supporting tools & documentation.

Associate Consultant, Process Improvement

TTEC
06.2021 - 08.2022
  • Lead and manage globally spanned process improvement initiatives with cross-functional teams
  • Communicate ongoing project performance with Operations, PI & Functional leaders
  • Analyze data from multiple sources to monitor and understand metric performance for client projects
  • Participate in planning & development of client facing presentations with supporting tools & documentation.

Technical Account Manager

TTEC
07.2020 - 06.2021
  • Validated technology readiness & functionality to implement new and ongoing customer project deliverables
  • Coordinated between teams (NetSoc, DevOps, ASD, QA, Workforce Management, Data Warehousing, and others) for implementation and roll out of projects, IT changes, client requests, and outage situations
  • Created PCFs and worked with Sales Engineering to cost and implement client requested changes outside of existing SOW
  • Built strong relationships with key customer stakeholders, TTEC stakeholders and sponsors
  • Served as a liaison between TTEC & CVS to ensure client escalations were met and manage customer expectations to lead to satisfaction.

HAFS Transitions Lead, Project Manager (US)

Hilton Worldwide
09.2018 - 04.2020
  • Facilitated project meetings with stakeholders and cross-functional leads
  • Educated teams on new ways of working, in-person or using Zoom training sessions
  • Conducted quality audits to ensure compliance to project tollgate criteria
  • Interfaced with project stakeholders to make certain project priorities were aligned with business needs and expectations
  • Tracked, updated, and communicated project status proactively as related to project progress, issues, and risks
  • Ensured appropriate project documentation and deliverables were clearly defined and delivered timely
  • Composed and maintained SOPs and Playbooks for 3 work streams.

Global PMO Analyst/Project Control Coordinator

PWC, LLP
06.2017 - 09.2018
  • Collaborated with project Leadership team on project management processes and enforced governance standards across the program, including tracking, monitoring, and updating the status of program deliverables and project plan to roll out Workday HCM
  • Consulted with global work stream leaders to gather details for status updates on milestones, risks, issues, resourcing, actions log, status reporting, change request committee activities and the on-boarding/off-boarding of team members globally
  • Planned & oversaw multiple day, off-site workshops, and events, including identifying venues, vendors, for catering, entertainment, and technology adaptions
  • Reviewed contracts for requirements and ensured contracted obligations were satisfied
  • Continually examined PMO processes for on-going efficiency and implemented changes as necessary to maintain SLAs and improve performance
  • Prepared and disseminated program and project communications on behalf of leadership to stakeholders; developed content for internal communications.

Business Support Team Contractor

PWC, LLP
03.2015 - 06.2017
  • Provided business support to all lines of service and staff levels from interns to managing partners for reporting, financials, client and internal deliverables, procurement contracting, invoicing and payments as they related to multiple engagement portfolios using PwC standard procedures and systems
  • Led multiple projects relating to personnel updates, team initiatives and use of technology between the client and engagement teams for Ariba and Client Connect (SharePoint)
  • Served as point of contact for course preparation/materials, meeting space set up & configuration and submissions to NASBA for PwC and non-PwC participants to earn CPE credits for local Learning & Development courses
  • Delegated incoming assignments to other team members for completion.

Education

Computer Science -

Morse School of Business
Hartford, CT

Skills

  • Project Management
  • ACP Methodology
  • LSS/DMAIC Methodology
  • Agile Methodology
  • Leadership
  • Process Improvement
  • Task Management
  • Documentation
  • Problem Solving
  • Research
  • Effective Communication
  • Time Management
  • Account Management
  • Stakeholder Management
  • Process Mapping
  • KPI Development & Tracking
  • Budgeting
  • Risk Management
  • Coaching & Mentoring
  • Training
  • Adaptability
  • Collaboration
  • Team Player
  • Multi-tasking
  • Requirements Gathering
  • Project Planning
  • Client Relationship Management
  • Cross-Functional Communication
  • Documentation Management
  • Client Liaison
  • Project Plan Development
  • Scope Management
  • KPI Tracking
  • Client Relations
  • Quality Control
  • Meeting Facilitation
  • Cross-functional Coordination
  • Budget Management
  • Training and Mentoring
  • Team Leadership
  • Conflict Resolution
  • Agile Methodologies
  • Vendor Management
  • Stakeholder Engagement
  • Performance Metrics
  • Organizational Skills
  • Risk Assessment
  • Financial Analysis
  • Change Management
  • Documentation and Reporting
  • Stakeholder Relations
  • Vendor Selection
  • Detail Oriented
  • Work Planning and Prioritization
  • Customer Relationship Management
  • Relationship Building
  • Information Technology Management
  • Microsoft Visio
  • Quality Assurance
  • Schedule Coordination
  • Specification Review

Certification

  • Lean Six Sigma Green Belt, Morse School of Business, Hartford, CT
  • ACP
  • Project Management Professional, PMI, Memphis, TN, 12/01/20, 12/01/23

Tools Applications

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Visio
  • Microsoft Project
  • Teams
  • Planisware
  • AskNow
  • ServiceNow
  • Qualtrics
  • DMS
  • Google Slides
  • Docs Sheets
  • Forms

Affiliations

  • PMI Member

Timeline

Sr Project Manager/Implementation Manager

TTEC
08.2022 - Current

Associate Consultant, Process Improvement

TTEC
06.2021 - 08.2022

Technical Account Manager

TTEC
07.2020 - 06.2021

HAFS Transitions Lead, Project Manager (US)

Hilton Worldwide
09.2018 - 04.2020

Global PMO Analyst/Project Control Coordinator

PWC, LLP
06.2017 - 09.2018

Business Support Team Contractor

PWC, LLP
03.2015 - 06.2017

Computer Science -

Morse School of Business

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Cindy Couste