Flora Riley

• Lead complex Agile projects that improve business outcomes, strengthen stakeholder confidence, and support successful change adoption across enterprise environments.
• Align budgets, resources, scope, and timelines to maximize business value while maintaining project transparency and delivery quality.
• Implement and launch enterprise Service Desk, ITSM, AI, and CRM solutions that improve user adoption and operational efficiency.
• Partner with hiring managers and leadership to define role requirements, support workforce planning, and align staffing strategies with project delivery goals.
• Developed and delivered PMO training curriculum for new employees, incorporating updated processes and best practices to improve onboarding, consistency, and team readiness.
• Lead quarterly training workshops for new Project Managers and Business Analysts, strengthening PMO capability and preparing employees for successful project execution.
• Use proactive communication, documentation, and risk management to strengthen stakeholder alignment and support continuous process improvement.

• Directed day-to-day operations for 20-25 Tier I and Tier II service desk agents, strengthening team performance, accountability, and service quality.
• Improved productivity and customer satisfaction by enforcing SLA performance, prioritizing work effectively, and resolving escalated operational issues.
• Prepared employees for success through coaching, counseling, constructive feedback, and clear performance expectations that supported engagement and growth.
• Conducted employee performance evaluations, annual merit reviews, and key administrative processes that supported fair assessment and talent development.
• Collaborated with recruiting teams and hiring managers to define role requirements, screen candidates, conduct interviews, and support full-cycle hiring decisions.
• Supported quality assurance efforts, including live call evaluations, to reinforce performance standards and identify development opportunities.
• Built a cohesive, high-performance team culture by delegating according to strengths and reinforcing professional development through ongoing guidance.

• Managed, mentored, and developed a high-performing team of 25-30 CSRs and Case Managers, improving service delivery and supporting long-term employee growth.
• Used data-driven monitoring and real-time reporting to optimize high-volume call center operations while maintaining strong service levels and efficiency.
• Recruited, onboarded, and trained new team members, helping the organization scale while creating an inclusive and welcoming team culture.
• Strengthened employee readiness through hands-on coaching, communication, conflict resolution, and day-to-day support in a fast-paced service environment.
• Resolved escalated customer issues with professionalism and sound judgment, protecting service quality and customer trust.

• Drove store performance by setting ambitious sales goals, tracking results, and using targeted promotions and outreach to increase revenue.
• Recruited, trained, and developed a high-performing staff team, building capability through coaching, performance management, and daily leadership support.
• Strengthened employee accountability and customer experience by maintaining clear expectations, operational discipline, and a positive team culture.
• Protected profitability through cost controls, loss prevention practices, and strong operational oversight.
• Built community partnerships and maintained a polished store environment that supported customer retention and local visibility.

• Led, trained, and developed a team of 14-17 network technicians, building technical capability, accountability, and service excellence.
• Directed project coordination, capacity planning, and resource allocation to improve network scalability, reliability, and uptime.
• Established operating standards, policies, and best practices that strengthened compliance, performance, and team consistency.
• Managed field logistics and maintenance workflows to keep teams prepared, aligned, and operating efficiently.
• Served as project lead for major initiatives, including a multi-state Direct TV merger, delivering cross-functional integration work on time and within scope.
• Acted as Project Manager for major enterprise initiatives, translating customer needs into scalable technical solutions.
• Served as an escalation leader for high-impact customer and service issues, ensuring timely resolution and stakeholder alignment.

3.91 GPA

• 3.92 GPA

Coursework Completed 1998-2001

• Continuing education in Business Management