Stephanie Ward
Garland,Texas
Summary
Adept at learning new tasks quickly to maximize project contributions. Solid track record of consistently exceeding targets in productivity and work quality. Always exploring ways to go above and beyond expected performance to support team.
Overview
10
10
years of professional experience
3
3
Certification
Work History
PROJECT MANAGER TEAM LEADER
Virtusa Consulting Services
08.2022 - 06.2023
- Trained new employees regarding procedures and systems related to job position.
- Assigned tasks to subordinates, providing regular status updates on progress to management.
- Identified potential risks to develop contingency plans.
- Created project status presentations for delivery to customers and project personnel.
- Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.
- Modeled management and organizational skills and multi-tasked and prioritized in deadline-driven environment.
OPERATIONS MANAGER
Genpact
01.2018 - 08.2022
- Led a team of 90 contact center representatives as a operations manager, overseeing day-to-day operations and maintaining service levels
- Monitoring individual and team performance, provided feedback, and implemented performance improvement plans as necessary, which led to 60% of team being promoted with in a year
- Assisted in developing training programs and materials to enhance customer service skills, product knowledge, and content handling techniques, which led to decreasing average handle time by 45 seconds, making site AHT 90 seconds exceeding the Client target of less than 120 seconds
- Mentored employees for Lean Six Sigma programs
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
SENIOR PROJECT MANAGER
Willis Towers Watson One Exchange
06.2013 - 01.2018
- Demonstrated leadership skills to manage project resources and cultivate strong customer relationships.
- Documented all project activities, deliverables, and reports for future reference.
- Led cross-functional teams to achieve project goals and provided guidance and training.
- Understood project requirements from both business and technical standpoints, liaising between business users and project team.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
Education
Bachelor of Science -
The University of Texas At Arlington
Arlington, TX2010
Skills
- Operational Efficiency Project Milestones Project Documentation Project Leadership
- Team Development Process Improvement Initiatives Effective Communication Customer Satisfaction
- Employee Coaching Data Reports Information Technology Management
- Agile Methodology
- Managing Multiple Projects
- Change Management Process
- Customer Experience
- Team Management
- Cross-Function Collaboration
- Stakeholder Relations
- Customer Relationship Management
- Coaching and Mentoring
- Project Requirements
- Training Junior Team Members
- Customer Needs Assessments
- Project Support
- Employee Performance Evaluations
- Strategy Implementation
- Customer Accounts Management
- Service Level Agreements
- Strategic Decision-Making
- Risk Analysis
- Reporting Tools
- ROI Analysis
- Status Updates
- Methodology Improvements
- Change Implementation
Certification
- PMP - Project Management Professional
- Lean Six Sigma Green Belt
- Scrum Master
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
PROJECT MANAGER TEAM LEADER
Virtusa Consulting Services
08.2022 - 06.2023
OPERATIONS MANAGER
Genpact
01.2018 - 08.2022
SENIOR PROJECT MANAGER
Willis Towers Watson One Exchange
06.2013 - 01.2018
Bachelor of Science -
The University of Texas At Arlington
- PMP - Project Management Professional
- Lean Six Sigma Green Belt
- Scrum Master
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