Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

THOMAS GEORGE

Houston,TX

Summary

Proven delivery leader in Portfolio Quality & Excellence, adept in cross-functional collaboration and quality management. Spearheaded initiatives improving process efficiency and customer satisfaction, showcasing adaptability and critical thinking. Excelled in mentoring and driving teams towards excellence, with significant achievements in portfolio delivery and financial management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Portfolio Quality & Excellence Lead

IBM, Global Business Services
01.2018 - Current
  • Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
  • Championed a culture of excellence within the organization by setting high expectations for performance and holding employees accountable for results-driven outcomes.
  • Conducted thorough risk assessments and mitigated potential hazards, ensuring a safe working environment for all employees.
  • Established clear performance metrics to monitor progress and drive continuous improvement in service quality.
  • Managed multiple projects simultaneously, ensuring timely delivery of all tasks and milestones.
  • Enhanced customer satisfaction with timely deliveries, clear communication, and proactive issue resolution.
  • Collaborated with sales teams to ensure smooth handover of projects from pre-sales to delivery phase.
  • Improved delivery efficiency by streamlining processes and implementing best practices.
  • Led cross-functional teams for successful project completion within deadlines and budget constraints.
  • Developed detailed project plans that clearly outlined goals, timelines, responsibilities, resources needed.
  • Conducted regular reviews of ongoing projects to identify potential risks and implement mitigation strategies accordingly.
  • Managed large, transformative initiatives impacting multiple delivery channels.
  • Mentored junior team members to improve their skills and productivity in delivery roles.
  • Oversaw delivery portfolio encompassing Americas (Distribution & Industrial Sectors) with 70+ active projects
  • Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
  • Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.

Senior Program Manager

Bluewolf (acquired by IBM)
09.2012 - 12.2017
  • Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.
  • Managed cross-functional teams to deliver high-quality products within scope and budget constraints.
  • Cultivated strong relationships with external partners, ensuring effective collaboration on joint projects and initiatives.
  • Delivered engaging presentations to stakeholders at all levels, effectively communicating complex information in a clear and concise manner.
  • Tracked and reported program results to customers and stakeholders to facilitate change management activities.
  • Enhanced team collaboration by implementing agile methodologies for better project execution and adaptability.
  • Increased customer satisfaction rates by implementing robust feedback mechanisms and incorporating client input into future program planning efforts.
  • Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships.
  • Resolved conflicts among team members to maintain a cohesive working environment focused on achieving shared goals.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Mentored and supported peer and junior department employees to create strong workplace culture.

Education

MBA - General Manager Program (EMBA)

Lake Forest Graduate School of Management
Lake Forest, IL
08.2006

Bachelor of Science - Electrical Engineering

University of Kerala
Kerala, INDIA
05.1987

Skills

  • Portfolio Delivery Excellence
  • Quality Management
  • Portfolio Financial Management
  • Cross-Functional Teamwork and Collaboration
  • Continuous Quality Improvement
  • Excellent Communication
  • Critical Thinking
  • Effective Communication
  • Adaptability and Flexibility

Certification

  • Certified Salesforce.com Platform Administrator, 2012-Present
  • Certified Service Cloud Consultant, 2014-Present

Timeline

Portfolio Quality & Excellence Lead

IBM, Global Business Services
01.2018 - Current

Senior Program Manager

Bluewolf (acquired by IBM)
09.2012 - 12.2017

MBA - General Manager Program (EMBA)

Lake Forest Graduate School of Management

Bachelor of Science - Electrical Engineering

University of Kerala

Similar Profiles

CREATE PROFILE
THOMAS GEORGE