Susan Moya
Canton,GA
Summary
Project management professional with track record of delivering high-impact projects in diverse environments. Adept at driving project timelines and ensuring quality outcomes through strategic planning and execution. Highly collaborative, adaptable, and committed to team success and client satisfaction.
Overview
34
34
years of professional experience
Work History
Senior Manager, Technical Business Analysts
ResultsCX
01.2022 - 08.2024
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
Senior Manager, Technical Project Managers
ResultsCX
01.2020 - 01.2022
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored junior staff members for skill development and career progression within the organization.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Presented at a major, national technical conference on behalf of ResultsCX and a third party vendor to advocate for acceptance of automation in a production and operational environment.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Project Manager
ResultsCX
01.2004 - 01.2020
- Led technical and operations teams in onboarding and integrating new clients
- Managed technical projects such as integrating new internal & external technical platforms and tools
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Account Operations Manager
ResultsCX
03.1990 - 01.2003
- Worked as Agent, Supervisor, Manager, Operations Director, Trainer, Training Supervisor, and Director of Training
- Client Support and Operational Management
- Managed and exceeded operational KPIs & financial goals
- Reviewed quality of customer interactions
- Made recommendations and overhauled customer interaction scripts to enhance customer experience and agent success
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
Skills
- Over 30 years of BPO industry experience
- Customer facing and internal team management
- Experience collaborating with and leading international, multicultural teams
- Project Management
- Project planning and development
- Strategic Planning
Timeline
Senior Manager, Technical Business Analysts
ResultsCX
01.2022 - 08.2024
Senior Manager, Technical Project Managers
ResultsCX
01.2020 - 01.2022
Project Manager
ResultsCX
01.2004 - 01.2020
Account Operations Manager
ResultsCX
03.1990 - 01.2003
Similar Profiles
Farhan Yar KhanFarhan Yar Khan
Call Center Associate at ResultsCXCall Center Associate at ResultsCX
Cecile RiveraCecile Rivera
Results Associate at ResultsCXResults Associate at ResultsCX
A’Delia GoldenA’Delia Golden
Results Associate at ResultsCXResults Associate at ResultsCX
Alexandria BlanchardAlexandria Blanchard
Customer Service Representative at resultsCXCustomer Service Representative at resultsCX
Lena Baker BSN, RNLena Baker BSN, RN
RN- Travel Medicine at Passport HealthRN- Travel Medicine at Passport Health