Heather Treharn Souter

Experienced IT project manager for healthcare projects, IT Infrastructure upgrades, medical device integration, and PMO strategic support. My experience includes managing: vendor relationships and contracts; matrix project teams; client communication and partnership skills, software implementation, and large projects greater than $5 million

• Manage IT projects for all facilities and clinic in NM market
• This includes Telecom upgrades, Clinic Acquisitions and build outs, HL7 Integrations, and HL7 interfaces with EPIC.
• Communicated regularly with stakeholders about project objectives, scope changes, timeline updates, resource allocation adjustments.
• Managed large-scale IT projects from conception to completion, ensuring all deadlines were met.
• Documented all processes involved in implementing IT projects according to industry standards.
• Monitored progress of the project by tracking activities and resolving issues that arose during execution phase.
• Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage multiple project teams.
• Created status reports detailing progress against timeline milestones and budget constraints.
• Conducted meetings with team members to discuss project goals and objectives as well as assign tasks and responsibilities accordingly.
• Coordinated with stakeholders, customers, vendors, and team members to ensure successful implementation of projects.
• Provided technical guidance and support on software development lifecycle processes such as requirements gathering, design, coding, testing and deployment.
• Identified opportunities for automation within existing processes in order to improve efficiency.
• Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
• Outlined work plans, assessed resources and determined timelines for projects.
• Developed project plans that included timelines and deliverables, identified resources needed, and estimated costs for each project.
• Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
• Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
• Modified project plans when needed to better align with organizational objectives.
• Led meetings with internal team members, consultants and contractors.
• Kept project teams on-task with proactive control of budgets, schedules and scopes.
• Maintained close connection with project personnel to quickly identify and resolve problems.
• Defined scopes, managed resources, and oversaw schedules in line with stakeholder and project owner specifications.

Highly skilled Executive Assistant with 4 years of experience in managing high-profile projects, developing efficient filing systems, and maintaining key stakeholder relationships

• Scheduled appointments for executives with external parties such as vendors or suppliers.
• Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
• Managed and tracked expenses to meet company budget requirements.
• Oversaw inventory control processes ensuring availability of supplies at all times.
• Collaborated with internal teams to support long-term research, marketing and ad hoc projects.
• Prepared presentations for executive level audiences regarding project updates or accomplishments.
• Exceptional skills in administrative support, event planning, and project management, with a strong commitment to optimizing processes
• Managing complex calendars, arranging travel plans, and acting as a liaison between internal and external contacts
• Skilled in providing administrative support to executive teams and handling confidential information with discretion and professionalism.
• Assisted with the review and reconciliation of payroll data, including timesheets, deductions, and other related information.

Managed a team of 15 Customer Service Representatives while monitoring staff performance and addressed issues.

• Enforced customer service standards and resolved customer problems to uphold quality service.
• Coached, mentored and trained team members in order to improve their job performance.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Maintained up-to-date records of employee attendance, payroll information, vacation requests.
• Entered time and attendance logs in preparation for payroll.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
• Recruited and hired qualified candidates to fill open positions.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Created monthly reports for senior management summarizing operational performance metrics.
• Conducted quality, timely performance feedback and performance appraisals.

Provided training to groups of 10-25 adults using excellent facilitator skills and adult learning models in both new hire and continuing education training.

• Conducted assessments of team members to identify areas for improvement in customer service skills.
• Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
• Maintained detailed records of employee performance during customer service training sessions.
• Assisted new hires in understanding the company's products and services as well as its mission statement and vision.
• Researched best practices in customer service training methods and developed innovative strategies accordingly.
• Evaluated existing processes related to customer service operations and identified potential opportunities for improvement.
• Collaborated with managers to ensure that all staff members are up-to-date on changes in policies or procedures related to customer service.
• Delivered presentations on topics such as conflict resolution, communication skills, and active listening, tailored according to the needs of each department.
• Monitored team performance during daily operations to ensure adherence to established standards of quality in customer relations.