Project Manager
Melissa Jaramillo
Noblis
Gainesville,VA
1
Certification
35
years of professional experience
Professional manager in IT, contact center and telecommunications with significant expertise in overseeing complex projects and ensuring timely delivery. Skilled in strategic planning, budget management, and risk assessment. Strong focus on team collaboration, fostering results-driven environment, and adapting to changing needs. Known for reliability, leadership, and effective communication.
Work History
Project Manager
7 Years 5 Months- Overall Project manager for the CCE Customer Call Back (CCB) initiative since 2020
- Planned and developed the functional and technical requirements, the development of business measures, tracked issues and risks and statistics to measure project efficiency of the Call Back Messaging Technical Demo
- Implemented Enterprise Call Back that services 95% of taxpayer facing lines and 12 internal IRS lines; resulting in savings of over 18 million hours of taxpayer time not spent on hold as well as increased taxpayer satisfaction
- Live Assistance Program initiative which enabled taxpayers to choose their preferred method of communication with the Contact Centers (voice, chat, and voice/chat bots)
- Assisted with the development of the technology roadmap for the 5-year plan for the Contact Center
- Collaborated with workstream leads to gather data, validate information for presentations to executive leadership that provided accomplishments, milestones, business value and key objective alignment with the Inflation Reduction Act
- Led cross-functional teams to deliver complex projects on time and within budget.
- Developed project plans, timelines, and resource allocation strategies for multiple initiatives.
- Support IRS CCSD Infrastructure Planning and Support Branch to define strategic metrics for managing operations of its contact center infrastructure, and support for the development of the CCE Strategic Plan
- Performed research related to the feasibility of upgrade alternatives for the contact recording and contact analytics platform for the 35 IRS contact center locations which included an alternatives analysis with potential risks, impacts, and cost implications for the agency
- Developed different scheduling alternatives and deployment scenarios for senior management consideratio
Cost/Budget Analyst
6 Years 9 Months- Lead cost analyst on the TFCCEIS contract, provide independent invoice validation on Verizon invoicing, developed SOP’s for EIS ordering and invoice validation processes, developed cost model templates for a variety of O&M and Live Assistance projects
- Develop cost models based on Verizon price quotes for a variety of O&M and Live Assistance projects; provide annual estimates and budget coding for funding, shopping cart, and contract modification purposes.
- Support IRS program team in reporting on TFCCEIS actuals to budgeted forecast, which includes ad hoc budget support, task order billing validation, and preparation of program budget decks.
Acquisition Support
8 Years 5 Months- Drafted a variety of Acquisition artifacts including RFP sections, Fair Opportunity Plan, Technical and Business Management Evaluation Plans, Evaluation Reports, Independent Government Cost Estimate (IGCE), RFI development, Market Research, Acquisition Strategy and Plan
- Supported IRS program team with the development of multiple acquisition packages
Project Manager/Lead
2 Years 7 Months- Live Assistance Program initiative which enabled taxpayers to choose their preferred method of communication with the Contact Centers (voice, chat, and voice/chat bots)
- Assisted with the development of the technology roadmap for the 5-year plan for the Contact Center
- Led reporting on Live Assistance project deliveries, accomplishments, and milestones across multiple workstreams
- Collaborated with workstream leads to gather data, validate information for presentations to executive leadership that provided business value and key objective alignment with the Inflation Reduction Act
Project Management
1 Year 4 Months- Support IRS CCSD Infrastructure Planning and Support Branch to define strategic metrics for managing operations of its contact center infrastructure, and support for the development of the CCE Strategic Plan
- Performed research related to the feasibility of upgrade alternatives for the contact recording and contact analytics platform for the 35 IRS contact center locations which included an alternatives analysis with potential risks, impacts, and cost implications for the agency
- Developed different scheduling alternatives and deployment scenarios for senior management consideration
Project Manager
2 Years 10 Months- IRS CCSD Metrics Task
- Support the IRS Contact Center Support Division (CCSD) Infrastructure Planning and Support Branch to define strategic metrics for managing operations of its contact center infrastructure, and support for the development of the CCE Strategic Plan.
- Prepared a formal SOW for the ICCSS (Contact Center Support Services) re-compete; gathered requirements and prepared formal market research document
Project Manager/Task Lead
4 Years 8 Months- Infrastructure Upgrade Project (IUP)
- In a Project Manager Role, supported the IRS Contact Center Support Division (CCSD) Infrastructure Upgrade Project (IUP), in the acquisition of technology and services to replace and manage the aging IRS call center infrastructure. The IRS operates one of the largest call centers with 35 contact center locations throughout the US, 15,000 toll free numbers, over 45 automated call distributors, Cisco Intelligent Call Manager deployed at three data centers, and over 20,000 call center agents.
- Primary interface to prime (Tiverity) and CCSD Program and Project Managers, responsible for all project tasks and deliverables, project reporting, quality, schedule and risk management
- Prepare weekly updates for the ACIO on the status and progress of the IUP Program
- Support CCSD IP&S and Procurement in the development of Statement of Works for site orders
- Maintain, track and update IUP Program budget and allocations
- Updated and maintained the Work Breakdown Structure (WBS), risk log, and outstanding actions items for the project.
- Prepared Independent Government Cost Estimate (IGCE) for RFP and support CCSD in maintaining and updating the Sustaining Infrastructure Budget
- Gathered business requirements and formulated into a formal SOW and RFP development
- Supported the Contracting Officer by compiling evaluation information and drafting using true selection decision documents and contractor briefings.
- Supported the technical and management evaluation team in proposal evaluations
Project Manager
1 Year 11 Months- US Patent and Trade Office (USPTO)
- Gathered business requirements and conducted interviews on the capabilities of the current contact center infrastructure with USPTO stakeholders for the development of a consolidated contact center solicitation
- Evaluated and performed an assessment of RFI responses for the Modernized USPTO contact center to aid USPTO in determining the best path forward for a new outsourced contact center services contractFacilitated stakeholder communication to align project objectives with organizational goals for the rollout of the American Inventors Act (AIA)
- Analyzed project performance metrics to drive continuous improvement in processes and outcomes relating to the implementation
- Developed AIA call center process flows and agent training
Project Manager/Task Lead
5 Years 11 Months- Supported transition support to the IRS in support of their Toll Free Contact Center (TFCC) transition from FTS2001 to Network Universal which included over 20,000 toll free numbers at 38 sites and three data centers
- Primary lead in the TFCC post-transition activities which include monitoring Verizon’s SLA performance and verifying the accuracy of SLA credits, invoice validation, budget and forecasting functions, process definition, development of lessons learned, and the facilitation of post-transition to steady state operations
- In a Task Lead role, provides support to the CCSD Toll Free Contact Center program office and procurement
- Primary interface to the customer and provided direction to other Noblis staff supporting the project. Responsible for monitoring Verizon’s SLA performance and verifying the accuracy of SLA credits, invoice validation, budget and forecasting functions, process definition, development of lessons learned, and the facilitation of post-transition to steady state operations
- Worked with client and vendors to establish and document new processes
- Managed and maintained the transition inventory
- Coordinate project team activities leading up to and during the cutover phase of the TFCC transition.
- The TFCC transition was completed successfully and on schedule, despite a project timeline that was compressed by 25% (from twelve months to eight) due to contract award delays and IRS “Filing Season” constraints. TFCC was one of six projects that won the 2011 CTO Exceptional Achievement Award!
- Identified cost savings/avoidance of over $13M in invoice errors which is approximately 40% of the agency’s spend for the IP toll free service.
- ICCSS (IRS Contact Center Support Services)
- Supported Contact Center Support Division (CCSD) initiative in acquiring a managed services provider to maintain and operate IRS’s multi-vendor, multi-system contact center technologies including Cisco CVP, Cisco ICM, Aspect ACD, and Workforce Management Systems, Intervoice IVRs
- Reviewed all existing CCSD contracts and prepared action plan for contractual impacts of expiring contracts
- Prepared Independent Government Cost Estimate (IGCE) for Automatic Call Distribution (ACD) Recompete Statement of Work (SOW)
- Participated in meetings with business units on needs for a managed services contractor and discussed implications
- Worked with IRS procurement and CCSD staff to prepare ACD Recompete PWS for CCSD
- Validated and compiled all inventory
- Worked on all phases of issuing IRS ACD Recompete Request for Proposal (RFP)
- Prepared technical evaluation forms for technical assessment team
- Acted as key member of technical evaluation team and assisted with Price evaluation team on Proposal review
- Worked with IRS security staff on Noblis security assessment
Technical Lead
3 Years 11 Months- Lead for the Modernized Contact Center Consolidation
- Gathered business requirements from USPTO stakeholders for the development of a consolidated contact center solicitation
- Evaluated and performed an assessment of RFI responses for the Modernized USPTO contact center to aid USPTO in determining the best path forward for a new outsourced contact center services contract
- Performed market research regarding the USPTO contact center infrastructure to determine requirements and vendor solutions for upgrading and modernizing the current system
Lead
2 Years 11 Months- ICCSS (IRS Contact Center Support Services)
- Supported Contact Center Support Division (CCSD) initiative in acquiring a managed services provider to maintain and operate IRS’s multi-vendor, multi-system contact center technologies including Cisco CVP, Cisco ICM, Aspect ACD, and Workforce Management Systems, Intervoice IVRs
- Reviewed all existing CCSD contracts and prepared action plan for contractual impacts of expiring contracts
- Prepared Independent Government Cost Estimate (IGCE) for Automatic Call Distribution (ACD) Recompete Statement of Work (SOW)
- Participated in meetings with business units on needs for a managed services contractor and discussed implications
- Worked with IRS procurement and CCSD staff to prepare ACD Recompete PWS for CCSD
- Validated and compiled all inventory
- Worked on all phases of issuing IRS ACD Recompete Request for Proposal (RFP)
- Prepared technical evaluation forms for technical assessment team
- Acted as key member of technical evaluation team and assisted with Price evaluation team on Proposal review
- Worked with IRS security staff on Noblis security assessment
Technical Lead
2 Years 8 Months- IRS Telecommunications Expense Management
- Worked on developing requirements to enhance the IRS Telecommunications Asset Tool for service ordering, reporting and archiving, during their transition from FTS2001 to Network
- Supported the assessment of IRS’ existing Telecommunications Expense Management (TEM) capabilities. Supported the development of a five-year life cycle model addressing infrastructure
Technical Staff
8 Years 4 Months- Conducted market analysis to identify potential vendors and assess competitive pricing models.
- Developed a Statement of Work (SOW) for NSOF—responsible for sections on workspace cabling, external connections, communications room cross-connects and home runs and prepared document for distribution
- Developed cost document for SOW—prepared charts from database queries, verified product list and prices, and prepared document for distribution
- Acted as central point of contact for NOAA for all dedicated circuits, provided reconciliation, inventory validation, service order execution and coordination between all vendors and NOAA personnel
- Tracked orders and coordinated installation of circuits for operational centers
- Provided feedback to vendors and NOAA on progress via comprehensive spreadsheet
- Evaluated list of potential 8(a)’s for SOW
- Evaluated SOW’s and Best and Final Offers (BAFO’s) with vendor
- NOAA/World Weather Building (WWB)
- Led the development on a cost estimate for WWB move to College Park, MD, in 2008
- Gathered requirements from centers for mission-critical systems move including: mission statement, equipment inventory, move strategies and inter dependencies
- Developed costs for equipment, telecommunications infrastructure, dedicated circuits, re-engineering, and systems cost
Project Manager
5 Years 8 Months- Served as a key technical resource and co Project manager for the centralization of the Kaiser Permanente contact centers
- Coordinated with external vendors to ensure compliance with contractual obligations and quality standards.
Contact Center System Administrator
5 Years- Established and maintained work and leave schedules for 80+ employees
- Provided Managers, Directors, and Supervisors call center information that is pertinent for successful operation of the call center; coordinated and assisted in restoration efforts during major outages; verified communication and system information was accurate and complete
- Provided real-time, daily, and historical reports; designed and prepared statistical and graphical reports for performance measurements about the center as a whole and individual center employees
- Updated and maintained all Rockwell and TCS (workforce management system) equipment; administered and updated firmware authorizations for call center employees
- One of the top call centers in utility industry; helped increase service level 84 percent
Management Trainee
1 Year- Sold rental service to existing and potential customers, explaining rates, policies, and services.
- Settled customer complaints or disputes about charges or car’s performance.
- Verified proper billing charges and accounting procedures; reviewed accounts receivable, arranged payment dates, and prepare write-offs if uncollectible.
- Maintained a daily spreadsheet to balance petty cash, and finalize cash receipt summaries.
- Developed and prepared 15 day, end of the month, and sales call reports.
1 Year
Education
Bachelor of Science - Marketing
Skills
Program and Project Management
Federal Acquisitions
Lifecycle acquisition support
Requirements analysis and development
Proposal Evaluation
Business Process Re-engineering
Budgeting and Forecasting
Schedule management
Contact Center Technologies and Operations
Cost / Price Analysis
Information Technologies
Telecommunications
Process and Performance Improvement
Strategic Analysis
Planning and Implementation
Applications: MS Office
MS Project
MS Visio
BCP
SharePoint
Affiliations
Project Management Institute (PMI), Washington, DC Chapter 2012 - Present
Certification
- Project Mgmt Prof (PMP) 2012 - 2027
- ITIL V3 2012 - 2099
AWARDS AND HONORS
IRS, Chief Technology Officer Award, Toll-Free Contact Center Project 2011
Timeline
Project Manager/Lead
Noblis
02.2023 - 09.2025Read More
Project Management
Noblis
01.2020 - 05.2021Read More
Cost/Budget Analyst
Noblis
09.2019 - CurrentRead More
Project Manager
Noblis
01.2019 - CurrentRead More
Acquisition Support
Noblis
01.2018 - CurrentRead More
Project Manager
Noblis
03.2015 - 01.2018Read More
Project Manager/Task Lead
Noblis
01.2011 - 09.2015Read More
Project Manager
Noblis
01.2011 - 12.2012Read More
Technical Lead
Noblis
01.2009 - 12.2012Read More
Project Manager/Task Lead
Noblis
01.2007 - 12.2012Read More
Lead
Noblis
01.2007 - 12.2009Read More
Technical Lead
Noblis
01.2007 - 09.2009Read More
Technical Staff
National Satellite Operations Facility (NSOF)
01.2001 - 05.2009Read More
Project Manager
Kaiser Permanente
01.1999 - 09.2004Read More
Contact Center System Administrator
Virginia Power
01.1993 - 01.1998Read More
Management Trainee
Enterprise Leasing Company
01.1992 - 01.1993Read More
Management Systems Laboratories
01.1991 - 01.1992Read More
Virginia Polytechnic Inst. & State University
Bachelor of Science from Marketing
Read More