Kim McCabe

• Direct and manage a team of 100+ remote and on-site workers for the Small Business Administration to include the OCA Support Services and ITSC Support Help Desk.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
• Monitored project performance to identify areas of improvement and make adjustments.

Directed and managed a team of 20+ remote workers for the Small Business Administration servicing location, ensuring top-notch performance and productivity.

Facilitated collaboration with SBA supervisors on a daily basis through stand-up meetings, project updates, and meeting daily servicing center requirements for remote staff.

Managed timesheets, team time tracker, and produced monthly production reports while analyzing trends associated with a call center environment.

Assisted the Project Manager by providing program support and developing a unique reporting

system to measure employee’s daily input.

Compiled and submitted all On-site supervisor’s team metrics and progress, ensuring timely and accurate reporting.

Successfully managed project resources and oversaw the processing of Small Business Administration (SBA) loan applications.

Led and supervised a diverse team of 115+ loan officers and 11 Team Leads to ensure adherence to SBA guidelines during the loan application process.

Effectively managed staffing resources, including project hour estimates, schedules, time off, guideline adherence, and timecard approvals.

Proactively identified and mitigated staffing issues, such as low production and attendance, to ensure maximum productivity.

Spearheaded the transformation of the Professional Services department into a profit center, utilizing standard costs for engineer resources and creating KPI reports in Salesforce to track utilization and project billable milestones.

Collaborated daily with Project Managers to monitor and control project costs, scope, and schedule, while creating and maintaining all Professional Services projects within Salesforce.

Developed revenue and vendor budgets, milestones, and assignments, as well as reconciling timecard reconciliation on T&M projects based on bill rates and ensuring smooth project closure. Maintained dashboards and reports for effective project management.

Coordinated with Project Managers and Technical Engineers to develop multiple Statement of Work and Deal sheets, while attending customer kick-off meetings and weekly meetings with customers such as State Street Global Advisors and the State of NC to evaluate risk and take corrective actions.

Conducted month-end revenue reconciliation with finance for invoicing of Fixed Price and Time and Material projects, while submitting a comprehensive cost report for each project to ensure accuracy and efficiency.

Delivered exceptional first-touch customer service by handling technical support requests from Federal, SLED, and Commercial customers.

Analyzed the severity level of hardware/software issues through receiving incoming technical customer calls.

Created Salesforce tickets and dispatched them to field engineers based on the issue.

Maintained weekly support center reports in Salesforce for weekly staff calls and developed and sustained QBR reporting on behalf of the support center.

Successfully managed and oversaw daily operations of regional office, providing comprehensive Human Resource support, effectively onboarding new employees, and meticulously reviewing “Welcome Packages” to ensure compliance with company policies.

Demonstrated exceptional contract administration skills, including preparing and submitting accurate monthly government invoices for T&M projects to Contracting Officers.