Roberta Gibson
Raleigh,North Carolina
Summary
Focused Project Manager bringing 30 years of developing continuous improvements throughout planning and implementation phases of projects. Demonstrated history of establishing and enforcing adherence to standards of excellence. Well-versed in mentoring and guiding associates to exceed client and stakeholder expectations. Accustomed to cultivating innovative ideas and encouraging new ideas that drive company growth.
Overview
20
20
years of professional experience
Work History
Project Manager (Chief Service Delivery Manager)
EXELA Technologies at Cisco
RTP, NC
03.2020 - 11.2023
- Coordinate all aspects of training for the cross functioning Customer Support Staff throughout the United States and Canada
- Conduct Quarterly Business Reviews (QBR) with Contract Holder, and facilitate All Hands Meeting with the Customer Support Staff and Management Team
- Develop and maintain the Global SharePoint for training materials, and documentation for the ISO Compliance External Audits
- Create objectives and roles with specific goals outlined for each job description
- Actively seek feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Collaborate closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Manage multiple projects with competing deadlines simultaneously.
- Participate in cross-functional teams responsible for developing innovative solutions for complex problems.
- Advise other departments on best practices related to managing large-scale projects.
- Present findings from data analysis in a clear, concise manner that is easily understood by stakeholders at all levels of the organization.
- Provided excellent service and attention to customers face-to-face or through phone conversations, and WebEx Meetings
- Collaborate with cross-functional team to define features and build powerful and easy-to-use customer-facing workflow tools
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborate with others to discuss new opportunities.
- Identify risks associated with each project and develop strategies for mitigating those risks
Service Delivery Manager II
Novitex/Pitney Bowes at Cisco
RTP
06.2003 - 03.2020
- Oversee recruiting, interviewing, hiring, and onboarding lobby services new hire staff
- Training and development, employee record management and performance reviews
- Quarterly Site Visit to communicate directly with clients about what they need to succeed.
Education
Psychology Bachelor of Arts Degree -
Post University
Undergraduate Certificate in Human Resource Management -
Post University
Cisco WebEx University
Wainwright Global Institute of Professional Coaching
Raleigh Neighbor Hood College
CLC Institute for Paralegal Studies
Durham Technical Institute
Skills
- Process ,Procedure Development and Lifecycle
- Work Flow and Project Planning
- Data Analysis, Project Tracking
- Root Cause Analysis, Conflict Management
- Safety Coordinator
- Document, and Logistics Management
- Risk Management, Compliance Monitoring
- Workforce Training, Staff Retention and Coaching
- Microsoft Office Suite Expert and Technical Support
- Multi-Unit Operations Management
- Client Relations and Stakeholder Communications
- Agile Methodology and Data Review
- Travel Budget Preparation
- International Business
- Performance Evaluations and Improvement
- Presentations
- Baseline Schedules Creation
- Cross-Functional Collaboration and Motivation
- Customer Relations Specialist
- Mergers and Acquisitions Knowledge
Accomplishments
- 2023 Modern Free Order of Eastern Star (OES) Secretary of the Year for the State of North Carolina
- 2022 New Star Award Reward of Excellence to a New Sister (in the first year of joining the organization)
- 2022 Cisco Star Spotlight Award for Global Program Design, and Maintaining the Global SharePoint
- 2022 EXELA Global Award of Excellence "EXELA Values in Action"
Affiliations
Founder of Women of Purpose, the community visionary team. We as individuals look beyond the confines of our normal responsibilities and contribute time and service to assist in the accomplishment of our mission
Timeline
Project Manager (Chief Service Delivery Manager)
EXELA Technologies at Cisco
03.2020 - 11.2023
Service Delivery Manager II
Novitex/Pitney Bowes at Cisco
06.2003 - 03.2020
Psychology Bachelor of Arts Degree -
Post University
Undergraduate Certificate in Human Resource Management -
Post University
Cisco WebEx University
Wainwright Global Institute of Professional Coaching
Raleigh Neighbor Hood College
CLC Institute for Paralegal Studies
Durham Technical Institute