Summary
Overview
Work History
Education
Skills
Websites
Professional Highlights
Timeline
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Suzie Fourne

Metro Detoit Area

Summary

Experienced Project and Operations manager with a proven track record of successfully overseeing complex projects and ensuring timely delivery. Adept in strategic planning, budget management, and risk assessment to drive organizational success. Strong emphasis on fostering team collaboration and creating a results-driven environment that adapts to changing needs. Recognized for reliability, leadership, and effective communication skills contributing to the achievement of business objectives.

Overview

24
24
years of professional experience

Work History

Project Manager II

MMS Holdings
07.2023 - Current
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Led cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
  • Provided detailed project status updates to stakeholders and executive management.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Proved successful working within tight deadlines and a fast-paced environment.

Project Manager I

MMS Holdings
07.2022 - 07.2023
  • Create & manage project timelines, scope, resources according to the statement of work (SOW) & contract or master service agreement (MSA)
  • Ensure all project deliverables are completed according to the contract budget, timeline & quality standards
  • Proactively identify & manage project risks/issues & facilitate challenging conversations with customer leadership
  • Manage & mitigate team conflict and communication challenges
  • Report on key financial metrics monthly &/or quarterly
  • Continuously maintain a gross margin at or above company guidelines for all active projects
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.

Functional Service Solutions Manager II

MMS Holdings
02.2021 - 07.2022
  • Conducted internal audits for ISO 9001:2015 & ISO 27001:2013
  • Offered solutions & provided oversight to project/operations team to ensure full utilization of resources
  • Maintained strong relationships with key clients through regular communication and exceptional service delivery.
  • Championed the adoption of industry best practices within the organization, elevating overall performance standards.
  • Regularly reviewed project outcomes against initial objectives to ensure alignment with client expectations and deliver consistent results.
  • Improved customer retention rates by addressing concerns promptly and effectively resolving issues as they arose.
  • Helped customers choose solutions suited to specific business needs by offering insight into available product or service options.
  • Collaborated with cross-functional teams to develop innovative solutions for complex client problems.

Operations Manager

NSF-ISR, A Division of NSF International
01.2015 - 01.2020
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives, & service delivery management
  • Reviewed financial reports each day & investigated variance with accounting team to keep records accurate; resulted in more accurate projections to board of directors
  • Set, enforced & optimized internal policies & procedures to maintain efficiency & responsiveness to demands of accreditation requirements
  • Strengthened performance metrics tracking & analysis to enhance tactical & strategic company plans. Including decreased certificate issue times by over 14 days & an increased NPS (net promoter score) year over year
  • Created & implemented processes, policies & standard operating procedures for continuous improvement
  • Lead, hired, coached, mentored & developed a team of 20+ Sr. Account Managers, Account Managers & Operations Supervisors to provide post-sale on-boarding, operational excellence, service delivery & outstanding customer service
  • Designed & conducted trainings for all operational processes globally
  • Worked directly with customers to ensure success & satisfaction globally
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

Process Manager

NSF-ISR, A Division of NSF International
01.2013 - 01.2015
  • Key member of the LEAN initiative from inception through implementation.
  • Gathered & analyzed large amounts of data to determine improvement projections
  • Promoted change through positive promotion, benefits demonstration & interactive approach
  • Analyzed steps of activities to discern existence of business processes for formalization
  • Wrote & launched business procedures, including SOP’s, SSD’s & training materials
  • Worked directly with customers to ensure success, retention & satisfaction
  • Designed, developed & implemented customer retention program

Operations Analyst

NSF-ISR, A Division of NSF International
01.2010 - 01.2013
  • Successfully implemented a new homegrown, internal customer database globally.
  • Slashed number of clicks & screen changes required for Account Managers while adhering to accreditation requirements, processes, & customer requirements.
  • This resulted in the Account Managers being able to manage more work with improved efficiencies & less clicks; as well as reduced response time to customers.
  • Evaluated impact of process change on overall operation & determined return on investment.
  • Improved efficiency & effectiveness of performance & management of processes across departments.
  • Conducted focus groups, surveys & feedback sessions to gather input from stakeholders.

Team Supervisor - Operations

NSF-ISR, A Division of NSF International
01.2006 - 01.2010

Technical Specialist - Accreditation

NSF-ISR, A Division of NSF International
01.2001 - 01.2006

Education

Bachelor of Arts - Business Administration & Marketing

Cleary University
Ann Arbor, MI

Master of Science - Leadership & Administration

Central Michigan University
Mount Pleasant, MI

Skills

  • Resource allocation strategy
  • Global training development
  • Financial performance oversight
  • Strategic Planning & management
  • Creation and enforcement of SOPs
  • Comprehensive project oversight
  • Effective issue resolution
  • Client relationship management
  • Team leadership
  • Strategic project management
  • Effective stakeholder communication

Professional Highlights

  • A career path from sales assistant to operations manager over 20 years illustrates loyalty, a strong drive & dedicated team member
  • Ability to break down large projects & initiatives into palatable tasks & milestones to help lead both efficiently & positively
  • Reduced internal confusion & improved relationships by designing & implementing a global communication plan to ensure global communication in an efficient & effective manner
  • Successfully implemented a LEAN initiative for global operations while ensuring work was being completed & there was no dip in overall net promoter score
  • Stepped in as Project Lead for senior leadership's COVID-19 team, ensuring all projects were assigned, given priority, training created & completed
  • Decreased number of customers being sent to collections by designing & implementing a global process, training & improved communication to customers
  • Reduced number of clicks & screens needed on homegrown system by conducting 'sit & see' sessions with Account Managers globally
  • Created a global training program which resulted in regular training sessions & reduced corrective actions from operational processes

Timeline

Project Manager II

MMS Holdings
07.2023 - Current

Project Manager I

MMS Holdings
07.2022 - 07.2023

Functional Service Solutions Manager II

MMS Holdings
02.2021 - 07.2022

Operations Manager

NSF-ISR, A Division of NSF International
01.2015 - 01.2020

Process Manager

NSF-ISR, A Division of NSF International
01.2013 - 01.2015

Operations Analyst

NSF-ISR, A Division of NSF International
01.2010 - 01.2013

Team Supervisor - Operations

NSF-ISR, A Division of NSF International
01.2006 - 01.2010

Technical Specialist - Accreditation

NSF-ISR, A Division of NSF International
01.2001 - 01.2006

Bachelor of Arts - Business Administration & Marketing

Cleary University

Master of Science - Leadership & Administration

Central Michigan University

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Suzie Fourne