Ilana Lorelli Lee
Lake Oswego,OR
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 20+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
24
24
years of professional experience
Work History
Program Manager
Dynamic Language
11.2023 - 03.2024
- Supervision of 7 Project Managers and 5 In-House Services Members (Desktop Publishing, QA and Engineering)
- Train team members on appropriate software and processes
- Develop and document processes and procedures directly or oversee the documentation process
- Delegate projects and maintain balanced workload of the team members
- Oversee day-to-day production work and provide PM and production support
- Work closely with Sales and Account Management team on new accounts/projects, attend onboarding meetings, and ensure project set up and pricing are complete and accurate
- Review and consult on large quotes and projects
- Attend and consult during project kick off meetings and post-mortem meetings both internally and with the client
- Ensure project and vendor invoicing is done timely and accurately
- Responsible for hiring, mentoring and evaluating direct reports
- Monitor and ensure team Key Performance Indicators are met or exceeded. KPIs include, but are not limited to on-time delivery and profitability.
Senior Project Manager
Welocalize
04.2022 - 10.2023
- Supervision and leadership of global teams (including internal and external, direct and indirect reports)
- Preparation, analysis and implementation of project plans following Welocalize standards
- Creation and Management of project schedules
- Creating project estimates and proposals for customer approval
- Risk assessment and strategic planning of activities to minimize potential issues
- Working collaboratively on project and client objectives with other involved stakeholders
- Development and preparation of process documents where required
- Working with the production team in the continuous improvement of project delivery and profitability
- Establishing strong relationships with both internal and external stakeholders, including colleagues in other departments, vendors, etc
- Building and maintaining strong relationships with customer contacts at the project level, with measurable success in customer ratings
- Effective and timely communication with all stakeholders involved in the project(s), including clients, production business units, etc
- Ensuring all finance systems data is accurate and kept up to date
- Reporting, including Weekly Project Status reports, Budget to Actual, Time Management, and Client/Vendor related issues to other involved stakeholders
- Ensuring profit of the project is maintained through the management of margin
- Planning, preparing & running quarterly business reviews with clients face-to-face.
Operations Program Manager
Welocalize
02.2021 - 03.2022
- Responsible for the delivery of localization services for a portfolio of customers and team of project managers.
- Hiring, mentoring, coaching and professional development of direct Project Manager and/or Senior Project Manager report(s)
- Lead team in adoption of new innovative tools to improve delivery efficiency, operational leverage and increase employee and client satisfaction
- Assessing capacity utilization and constraints and presenting a business case to the Senior/Delivery Director for hiring approval
- Oversee the day-to-day production department needs and provide support to the production team
- Identify and implement production process improvements resulting in operational leverage, project profitability and increased resource productivity
- Lead the rollout and adoption of existing and new production tools
- Ensure that planned team Key Performance Indicators are met or exceeded. KPIs include, but are not limited to, client satisfaction, on-time delivery, and profitability
- Actively seeking ways to optimize delivery, client satisfaction, quality, and profitability
- Responsible for driving key initiatives and/or company policies
- Facilitate effective interaction between project management and business development departments, to ensure revenue growth and operations support
- Managing complex projects and/or assisting during peaks.
Operations Manager
PTIGlobal
02.2020 - 02.2021
- Direct company operations relating to localization services
- Oversee Quarterly Business Reviews with strategic clients
- Meet with new and existing high-profile clients
- Manage production staff and assign tasks as necessary
- Evaluate employee performance and motivate employees to achieve peak productivity
- Determine staffing requirements for production, and interview, hire, and train new employees, or oversee these processes
- Monitor production staff and subcontractors to ensure they efficiently and effectively provide needed services while staying within budgetary limits
- Oversee production progress for on-time deliveries
- Work closely with the Sales team regarding sales activity, sales pipeline, RFP's, quotes, pricing, and attend client onboarding meetings as necessary
- Develop and update operations procedure documentation or oversee those documentation processes
- Establish and implement operations policies, goals, objectives, procedures; conferring with Management Team and staff members as necessary.
Program Manager
PTIGlobal
06.2015 - 01.2020
- Program Manager for key accounts
- Key point person for all client communication including emails, weekly phone conferences, bi-weekly face-to-face meetings, and Quarterly Business Reviews
- Handle client escalations as needed
- Manage Enterprise Linguistic Quality Assurance (LQA) program
- Analyze quality trends, average quality scores, and identify any quality concerns
- Ensure linguistic reviews are conducted within client timeframe (typically 24 hours or less) in over 24 locales
- Direct over 50 in-country team members to ensure overall quality and client satisfaction is met
- Onboard new team members and provide training
- Develop and maintain quality program guidelines and reports
- Maintain client Glossary and Style Guides, updating on a bi-weekly basis
- Ensure projects run smoothly, from project kick-off to delivery
- Responsible for monitoring and maintaining internal profitability
- Work closely with the sales and marketing team to provide client estimates and respond to proposals.
Account Services Manager
Language Link (formerly CTS LanguageLink)
04.2015 - 06.2015
- Responsible for increasing retention and growth of existing customers
- Communicating customer trends and future requirements with internal teams to drive innovation and value-add capabilities for CTS LanguageLink
- Establishing productive, professional relationships with key personnel in assigned customer accounts by acting as the key interface between the customer and all relevant internal business units
- Building and maintaining strong, long-lasting customer relationships with existing customers
- Ensuring the timely and successful delivery of solutions according to customer needs and objectives.
Quality Assurance Manager
Language Link (formerly CTS LanguageLink)
10.2014 - 04.2015
- Responsible for ensuring that project deliverables met CTS LanguageLink's standard of quality
- Planned, directed and coordinated quality assurance programs and formulated quality control policies
- Supervised the Quality Assurance team who carry out the detailed assessment of project deliverables and their components at different stages of production
- Monitored staff performance and provided feedback in meetings, one-on-ones and annual reviews
- Enforced highest quality of production output in Quality Assurance and actively mitigated quality issues
- Managed interdepartmental communications with continuous improvement of communications on all levels; communicated clearly and effectively with engineers, project managers, quality analysts, and key stakeholders
- Managed overall department budget, profitability, costs.
Translation Services Manager
Language Link (formerly CTS LanguageLink)
06.2008 - 10.2014
- Managed and oversaw the activities of the Project Managers, Quality Assurance and Linguists in the Translation Division
- Coordinated and implemented training for all Translation Services staff
- Oversaw Translation Department workflow
- Assisted staff to ensure that all translation projects were completed on time and within budget
- Assisted project personnel in troubleshooting and complaint resolution
- Monitored and evaluated the activities of all Translation Services staff
- Responsible for departmental productivity and profitability
- Reviewed departmental financial statements and labor analysis reports, analyzed cost/revenue ratios, identified areas for cost cutting and took steps, as necessary
- Worked cooperatively with the Sales/Marketing department to establish project turnaround times and to discuss upcoming sales opportunities
- Collaborated with the Proposal Writer by reviewing proposals, ensuring questions were answered satisfactorily, and providing pricing as needed.
Project Manager Director
Language Link (formerly CTS LanguageLink)
02.2007 - 06.2008
- Planned, directed, and coordinated activities of all Project Managers
- Quoted projects as needed
- Reviewed projects to determine time frames, potential profitability, and procedures for accomplishing project staffing requirements, and allotment of available resources to various phases of projects
- Worked with department managers to develop and implement interdepartmental workflow systems
- Consulted and communicated with staff to maintain employee productivity, efficiency and morale
- In conjunction with the Translation Services Division Manager, developed and implemented the department budget
- Met with customers to discuss initial project plans and CTS LanguageLink policies and procedures
- Trained employees; appraised performance; rewarded and disciplined employees; addressed complaints and resolved problems.
Project Manager
Language Link (formerly CTS LanguageLink)
10.1999 - 02.2007
- Managed multiple translation projects, including high volume projects for our largest client, LA County Registrar Recorder/County Clerk, in which we translated/edited and formatted over 100,000 words in six languages over a period of six weeks
- Coordinated and scheduled project workflow with appropriate departments/personnel to ensure completion of the project within quoted time and budget
- Selected translators and editors with the correct subject matter expertise for each project
- Conducted end of project analysis and submitted profitability reports
- Served as Project Manager mentor
- Directed and guided the Project Manager during training stages of employment to ensure successful development
- Interacted extensively with clients
- Educated clients about the translation process
- Provided project cost/time estimates: worked with linguists, production staff and others to develop appropriate timeline, costs, and resources necessary to successfully implement and complete the project
- Reviewed and approved quotes developed by Quote Manager and Project Managers.
Education
Bachelor of Arts - Psychology
Lewis And Clark College
Portland, OR05.1999
Skills
- Translation Management Systems: MemoQ, Phrase, XTM, SDL TMS
- Project Management Systems: Plunet, JIRA, Pantheon
- MS Office
- Workday
- Slack
- Confluence
- Teamwork and Collaboration
- Problem-Solving
Accomplishments
- CTS LanguageLink Employee of the Year, 2002
Timeline
Program Manager
Dynamic Language
11.2023 - 03.2024
Senior Project Manager
Welocalize
04.2022 - 10.2023
Operations Program Manager
Welocalize
02.2021 - 03.2022
Operations Manager
PTIGlobal
02.2020 - 02.2021
Program Manager
PTIGlobal
06.2015 - 01.2020
Account Services Manager
Language Link (formerly CTS LanguageLink)
04.2015 - 06.2015
Quality Assurance Manager
Language Link (formerly CTS LanguageLink)
10.2014 - 04.2015
Translation Services Manager
Language Link (formerly CTS LanguageLink)
06.2008 - 10.2014
Project Manager Director
Language Link (formerly CTS LanguageLink)
02.2007 - 06.2008
Project Manager
Language Link (formerly CTS LanguageLink)
10.1999 - 02.2007
Bachelor of Arts - Psychology
Lewis And Clark College
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