Hi, I’m
Jaclyn B. Showell
Atlanta,GA
Summary
A Big 4 Experienced Program Management Leader with a proven track record of aligning business, IT and financial interests to drive effective program operations and positive impact on company and client success.
Work History
Accenture
Enterprise Program Office Manager
06.2015 - 01.2024
Job overview
- Successfully managed budgets for multiple concurrent projects totaling more than $40M, ensuring accurate financial reporting throughout the engagement lifecycle.
- Supported internal Sales, Contracting, Procurement and Onboarding processes for multiple projects.
- Led process improvement initiatives to streamline operations for both internal teams and clients increasing efficiency program-wide.
- Oversaw the development of comprehensive project plans, ensuring timely completion of milestones.
- Facilitated collaboration and communication among project teams to ensure timely completion of deliverables.
- Established valued relationships with clients, fostering new business opportunities through exceptional service delivery.
- Conducted regular status meetings with key stakeholders to review progress, discuss risks and issues, and align priorities resulting in enhanced delivery satisfaction.
Accenture
Customer Support Lead
10.2008 - 04.2015
Job overview
- Managed a team of 15 Customer Service Representatives (both onshore and offshore) with contacts volume of over 250 calls/emails per day; coordinated team schedules to maximize coverage during peak hours, upgrades and maintenance.
- Served as liaison between the Customer Support Team and Development teams to report technical issues and formulate trouble-shooting procedures.
- Collaborated with Functional teams to address recurring customer issues and improve overall product quality.
- Improved customer satisfaction as indicated in satisfaction surveys by developing and implementing effective support policies and procedures.
- Fostered a positive work environment for the Customer Support team by encouraging open communication, boosting employee morale and supporting career progression opportunities.
Accenture
Technology Consultant
06.2000 - 09.2008
Job overview
- Developed and tested several custom software solutions to address unique client needs in Financial Service and Government industries.
- Delivered exceptional customer support by promptly troubleshooting technical issues and resolving concerns.
- Successfully led deployment activities of legacy systems to modern platforms at two major banking institutions ranked at the national and regional levels.
Skills
- Program Governance, Program Management and Implementation
- Engagement Economics Management
- Operational Excellence and Efficiency
- Cross-functional Coordination and Collaborative Integration
- Work Planning, Prioritization and Strategic Work Management
Education
University of North Carolina At CharlotteCharlotte, NC
Bachelor of Science from Management Information Systems
Certification
- Microsoft Azure Fundamentals
- SAFe Agilist
Overview
24
years of professional experience
2
Certificate
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