Melissa Erdman
Chicago,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Project Operations Manager
TTEC Digital (formerly Avtex Solutions)
04.2022 - Current
- Lead the Project Operations team supporting Digital project delivery across the Genesys and Microsoft practices within TTEC Digital.
- Collaborates with Project Management Leadership to ensure successful end-to-end support of project delivery systems and procedures.
- Maintain expert level understanding of the Professional Services industry and project management standards, including contract management and compliance support related to billing, revenue and forecast reconciliations.
- System Admin of the company’s existing Project Service Automation tool, ensuring access is managed properly, changes are made in accordance to company change management policy, user licenses procured as needed, and audit controls are managed with 100% accuracy.
- Key member of company’s new PSA Implementation project representing Project Operations and related activities, include strategic planning, documentation and testing.
- Ensures on-time execution of project setup, resource assignment, change order management, weekly/monthly CSAT surveys and recurring departmental reporting.
- Owns and manages the Project Operations Process and Procedure documentation, as well as Project Management documentation as called upon.
- Working with VP, Operations to identify team gaps and future team structure to support the company’s growth in recent acquisition.
- Project Operations liaison to Accounting, Sales Operations, Sales, Compliance, Procurement, and IT
- Mentor junior team members to gain stronger understanding business processes as it relates to all aspects of Project Operations.
Sr. PMO Operations Specialist
TTEC Digital (formerly Avtex Solutions)
02.2022 - 04.2022
- Worked alongside PMO Operations Specialist to provide internal support to Project Managers throughout the lifecycle of their projects.
- Provided change order management support to Project Managers and Project Management Leadership.
- Performed contract and project reconciliations as called upon.
- Scheduled, attended and took notes for various PMO team meetings.
- Promoted to Project Operations Manager within 3 months.
Assistant Director of Delivery Operations - PMO
HCL Tech (formerly PowerObjects)
03.2015 - 02.2022
- Managed North America Delivery Operations team providing support to larger Delivery organization through project management, resourcing, and strategy planning
- Provided support and training for other geo PMO’s as needed
- Primarily focused on internal Project Maintenance, supporting the PMO throughout the lifecycle of projects
- Owned project setup in Microsoft Dynamics 365 and SAP, task creation, budget management, change order processing and project closure
- Actively engaged with Delivery and Sales Leadership through meetings, report provisioning and ad hoc support
- Daily collaboration with finance team ensuring accuracy of project billing details
- Conceptualized and assisted in the build out of the Resource Request and Change Order CRM entities, completely overhauling the process and creating significant efficiencies
- Created and maintain team’s Playbook of documented processes of everything Delivery Ops owns
- Trained Delivery and Sales teams on process changes as needed
- Engaged with company’s Process and Knowledge team focused on scaling the business across multiple departments and increasing global process alignment
Director of Audience Development and General Mgr
10 Missions Media
01.2012 - 03.2015
- Maintained subscriber database for 2 monthly B2B publications mailed to 150,000 subscribers
- Managed end-to-end semi-annual circulation audits with USPS and BPA
- Managed company’s email communication tool to deliver daily/monthly email newsletters to 45,000+ email subscribers
- Managed team to ensure proper execution of all sales service duties to support 6 sales staff and 4 editors
- First point of contact for most all company administrative needs
- Oversaw monthly invoicing of 600+ customers and routine A/R and A/P duties
- Performed necessary data entry in company’s CRM database
- Regularly communicated with company’s key vendors while managing multiple company distribution lists
Sales Service Representative
10 Missions Media
05.2010 - 12.2011
- Performed general office administrative duties needed for the office
- Provided regular support to inside sales team including execution of marketing campaigns
- Facilitated routing of advertisements between sales and design team to ensure accuracy and on-time completion
- Worked with 3rd party co-op agencies ensuring ads were designed to the manufacturer’s requirement and approved for print
- Executed company’s monthly invoicing of 600+ advertisements along with regular A/R functions
- Learned company’s audience development requirements to improve subscriber engagement prior to audience development promotion.
Education
Bachelor of Arts - Broadcast Productions
Grand Valley State University
Grand Rapids, MI06.2004
Skills
- Microsoft Office Suite
- Microsoft Dynamics 365
- Project Management Operations
- Detail Oriented
- Strong multi-tasker
- Process Documentation
Timeline
Project Operations Manager
TTEC Digital (formerly Avtex Solutions)
04.2022 - Current
Sr. PMO Operations Specialist
TTEC Digital (formerly Avtex Solutions)
02.2022 - 04.2022
Assistant Director of Delivery Operations - PMO
HCL Tech (formerly PowerObjects)
03.2015 - 02.2022
Director of Audience Development and General Mgr
10 Missions Media
01.2012 - 03.2015
Sales Service Representative
10 Missions Media
05.2010 - 12.2011
Bachelor of Arts - Broadcast Productions
Grand Valley State University