Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle LeBlanc

North Andover,MA

Summary

Dynamic Professional Services Resource Manager with extensive experience in customer service and administration, recognized for exceptional attention to detail and a proven ability to thrive in fast-paced, team-oriented environments. Adept at fostering strong relationships with clients and colleagues, ensuring seamless operations and enhanced service delivery. Committed to driving efficiency and effectiveness through strategic resource management and collaborative problem-solving. Results-driven approach consistently leads to improved processes and heightened customer satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Associate-Resource Manager

WTW
11.2022 - 10.2025
  • Established the first RMO within the LOB
  • Integrated a new PSA software for all to use, removing spreadsheets to track schedules
  • Led cross-functional teams to enhance operational efficiency and streamline workflows.
  • Developed and implemented strategic initiatives to align departmental goals with organizational objectives.
  • Analyzed performance metrics, identifying key areas for process improvement and cost reduction.
  • Collaborated with stakeholders to drive project success and ensure alignment with business strategies.
  • Facilitated training sessions, enhancing staff capabilities in utilizing advanced systems and tools.


Resource Manager

Hyland Software
01.2018 - 10.2022
  • Established weekly Staffing meetings with each practice team Delivery Managers
  • Reviewing all new projects, resource coverage and their team’s resource availability
  • Completing monthly Capacity Reports for each practice team, per resource role going out 6 months
  • Deliver timely Welcome Email and Questionnaires to Customers to establish expectations for project start and resource assignment
  • Post weekly Global Staffing Notification
  • Providing visibility for all Sales and Services for Project Lead Time
  • Actively participate as team member of RMO to collaborate on cross departmental resource needs
  • Verify Resource Requests are accurate against new contract for project hours and billing
  • Facilitate weekly Project Manager meetings to review Project Task accuracy for Capacity purposes
  • Maintain Utilization and Capacity reports for accurate resourcing
  • Assist Project Managers with any Financial Force/ Salesforce issues for their Resource assignments, timecards, or Resource Planner
  • Determine need and facilitate onboarding for any Subcontractors or Contractors.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.

Department Coordinator III

Hyland Software
11.2012 - 01.2018
  • Company Overview: Andover, MA
  • Managing Andover, MA office including mail, kitchen items and property management relationship, as well as being point of contact for any emergency
  • Coordinated with HR to keep Hyland Culture active within Andover remote office
  • Including events such as Welcome to workday, Release week, and organizing yearly Christmas party
  • Entered and Maintained resource Allocations in OpenAir
  • Provided accurate Allocation reports to management
  • Entered Travel and Expenses for Andover team members in Concur
  • Maintained and Uploaded Staffing documentation for Delivery Managers
  • Participated within UAT Sandbox testing 2017

Education

Certification - Resource Management

Resource Management Institute
Cincinnati, OH
04-2019

Some College (No Degree) - Criminal Justice and Sociology

University of Massachusetts - Boston
Boston, MA
01.2007

Some College (No Degree) - undefined

Northern Essex Community College
Haverhill, MA
01.2006

Skills

  • Proficient in OpenAir, SalesForce, Financial Force, Kantata OX
  • MS Office
  • Works extremely well in a high stress environment
  • Maintains valuable multitasking capabilities
  • Outstanding work ethic and dedication
  • Organized communicator and coordinator
  • Data analytics

Certification

  • RMCP, Resource Management Insitute - 2019-current

Timeline

Senior Associate-Resource Manager

WTW
11.2022 - 10.2025

Resource Manager

Hyland Software
01.2018 - 10.2022

Department Coordinator III

Hyland Software
11.2012 - 01.2018

Some College (No Degree) - Criminal Justice and Sociology

University of Massachusetts - Boston

Some College (No Degree) - undefined

Northern Essex Community College

Certification - Resource Management

Resource Management Institute

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Michelle LeBlanc