PAUL DEE
La Grange,IL
Summary
Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
Overview
34
34
years of professional experience
Work History
Senior Project/Delivery Manager (Contract)
Conduent
08.2023 - Current
- Management of client projects, operations and ongoing support for various transit agencies across (US and globally)
- Subject Matter Expert for large transit systems providing support to new client opportunities and RFP responses.
Principal Project Engineer
Cubic
11.2016 - 08.2023
- Technical Delivery Manager responsible for the planning, development, testing, deployment and ongoing support for Cubic programs in Chicago (Ventra) and Brisbane, Australia (GO Card)
- Lead the successful deployment of the heavy rail phase of the Next Generation Ticketing System as part of Cubic’s $371 million program supporting the Queensland Department of Transport and Main Roads deployment of enhanced transit services to Brisbane
- Technical Delivery Manager overseeing the development, testing, deployment and ongoing operation of the Ventra mobile app utilized by transit patrons in the greater Chicago area, including: Technical lead for the virtualization of the Ventra card to the Apple and Google wallets Coordinating fare changes and mobile application releases for the visual-ticketing service for Metra regional rail Issue tracking and release planning for defects and enhancements to the Ventra mobile application Technical Delivery Manager for the development and on-time deployment of an Open Transit Token for the Ventra program in Chicago, replacing legacy Master-card branded Ventra cards with Desfire EV1 cards
- Planning and managing the development of ongoing enhancements to the Verifone retail devices use for Ventra sales across 1300 retail locations.
Senior Project Manager
Abbvie
11.2011 - 11.2016
- Management of the development and operations of mission-critical Business Intelligence applications for AbbVie’s Commercial Operations group
- Leadership of the development and enhancement of business analytics dashboards to display actionable data for AbbVie’s C-suite and area business leaders
- Identification of requirements for business intelligence solutions and visualizations to display key data used by AbbVie executives to manage AbbVie's $20B+annual business.
Senior Project Manager (Contract)
Accenture
Melbourne, Australia
08.2010 - 07.2011
- Established and managed a new project team for the development and deployment of 36 training courses, supporting 5 curricula, to build world-class offshore customer support capability for a major Australian telecommunications company
- Management of Accenture's strategic 'business interlock' function for a major telecommunications client, mapping strategic initiatives to drive $20million+ in annual development and operational budget
- Planned, managed and successfully executed all aspects of the transition phase of this key function from Accenture outsourced service model to a newly established client organization within 3 months as part of a strategic transformation program
- Managing implementation phase and transition to steady state operations for global BPO clients
- Responsible for planning offshore and onshore operational processes and procedures to deliver to contracted service levels
- Supported business development process for a $50Million+ outsourcing deal to a major Australian bank
- Analyzed requirements, provided subject matter expertise for global delivery center operations, and coordinated production of Accenture deal response documentation.
Director Business Process Outsourcing
Accenture
11.2007 - 12.2009
- Leadership of the global shared services support organization providing services to Accenture's Business Process Outsourcing (BPO) clients
- Operated global customer service centers, managing the highest risk and most complex customer relationships
- Leadership and career development of the global team of 145 resources and control of an annual operating budget in excess of $15million
- Developed and managed the execution of remediation and communications program to rectify previously incurred service penalties resulting in an earned-back credit of $100,000
- Developed a new model to improve the utilization of global teams, resulting in a decrease in support center request backlog by 60% within 2 months
- Implemented a comprehensive operational excellence program for a major financial services client to raise customer satisfaction by 30% within 3 months.
Mobilization Lead BPO
Accenture
Chicago USA, Melbourne Australia, Bangalore India
12.2005 - 11.2007
- Overall leadership and project management for the mobilization phase and transformation efforts for large, global outsourcing programs
- Project Management of the transition and change management activities for Telstra, an Australian telecommunications client
- Successfully accelerated the implementation of the shared-services model leading to the solution being deployed to additional business units and increasing the deal size from $50 million to $95 million and subsequently to $120 million
- Developed and managed the communications plan and PMO functions to support the successful transition of six business units to the outsourced model
- Quick-started the commencement of services to an Australian telecommunications client for the delivery of new training programs achieving $20 million in annual savings for the client
- Managed key relationships with client Program Director, Transition Manager and Business Unit Leads
- Developed communications and change plans and implemented Accenture's Operational Excellence and Quality Assurance checkpoints for on-boarding of services for clients in Australia and USA, to ensure quality of deliverables and seamless delivery of outsourcing services.
Customer Service Manager - BPO
Accenture
08.1996 - 11.2005
- Leadership of the US and Asia-Pacific BPO support organization
- Developed support center processes and procedures to deliver consistent, high-quality services capable of scaling to meet aggressive growth plans
- Responsible for career development of resources in USA, Australia and India
- Established the first Accenture BPO offshore support center in Bangalore, India in 2003, managing all aspects of the transformation from an on-shore to off-shore support model
- Advised senior leadership in the development and implementation of Accenture's offshore strategy
- Managed the growth of the Bangalore team from 9 resources supporting 1 client in 2003 to a team of 85 supporting 20 clients by 2005
- Developed processes and procedures to scale the global team efficiently across multiple clients, allowing the addition of 15 new Accenture BPO clients with no additional onshore resources
- Directed communications to support new client outsourcing contracts and resolution of highest priority issues.
Consultant
Accenture
01.1990 - 01.1996
- Performed a variety of roles on consulting engagements within the Australian practice of Andersen Consulting (now Accenture)
- Directed implementation of Computer Aided Software Engineering (CASE) tools at a major Australian bank
- Led programming of applications and system integration projects for several financial services clients
- Directed teams through the software development life-cycle from system design to deployment and maintenance.
Education
Bachelor of Engineering - Chemical Engineering -
University of New South Wales
Sydney, AustraliaSkills
- Program Management
- Project Management
- Mobilization/Transition Planning and Execution
- Issue Tracking/Risk Management
- Technical Integration, Delivery and Support
- Account-based Transit Systems
Timeline
Senior Project/Delivery Manager (Contract)
Conduent
08.2023 - Current
Principal Project Engineer
Cubic
11.2016 - 08.2023
Senior Project Manager
Abbvie
11.2011 - 11.2016
Senior Project Manager (Contract)
Accenture
08.2010 - 07.2011
Director Business Process Outsourcing
Accenture
11.2007 - 12.2009
Mobilization Lead BPO
Accenture
12.2005 - 11.2007
Customer Service Manager - BPO
Accenture
08.1996 - 11.2005
Consultant
Accenture
01.1990 - 01.1996
Bachelor of Engineering - Chemical Engineering -
University of New South Wales