William Bernie McKeithan
Camp Springs,MD
Summary
As a Project Manager with the Lionel Henderson Company, Inc. Generated agility to achievement-driven Project Manager/Contact Center Expert with outstanding qualifications in all phases of managing projects in the corporate and government sectors. Over 20 years of experience in both Call Center and telecommunications operations. A skillful developer of strategic communications programs that continually surpass expectations. In-depth program management experience from conception to implementation through team development and leadership skills. At ease with budget development, deadlines, and high-pressure situations. Strong ability to influence thinking, forge strategic alliances, and build consensus. Talented professional considered knowledgeable leader and dedicated problem solver. Extremely proficient in all areas of the DSA Call Center Project solving complex insures for claims, underwriting, and agency services.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Project Manager
Lionel Henderson, Inc.
06.2020 - Current
- Manages operations for NFIP DSA Call Center, including sourcing equipment, effective resource planning, and implementing call center strategies and procedures
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring monthly DSA Call Center monthly SLAs are met.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Executes contingency plans as needed; escalates and directs activities during systems failures, outages, disasters, etc.; identifies potential problems, troubleshoots, and escalates issues to local and network management; participates in post-incident analysis of system/program malfunctions providing input for future process improvements
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Verifies daily monitoring of random calls is performed to meet contractual and organizational standards requirements, improve quality, minimize errors, and track operational performance
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
Deputy Project Manager
Lionel Henderson Company, Inc.
01.2014 - 01.2020
- Improved project efficiency by streamlining processes and implementing innovative solutions.
- Managed diverse teams, fostering collaboration and promoting a positive work environment to achieve project goals.
- Ensured timely completion of projects by effectively delegating tasks and prioritizing milestones.
- Enhanced communication among team members with regular meetings, progress reports, and status updates.
- Responsible for daily operations for the DSA/NFIP Call Center. This included managing monthly SLA expectations for our client. Ensuring excellent customer service was delivered to policyholders, insurance agents, and mortgage companies.
- Collaborated closely with the Project Manager on all aspects of planning, execution, managing KPIs, and monitoring of projects to ensure success.
Project Manager
TOT Solutions/Department of State, Visa Information Services
05.2008 - 07.2014
- Responsible for management of the Department of US State Department, Bureau of Consulate Affairs Visa Information Call Center for immigrant and non-immigrant Visa services.
- Managed expectations of customers that needed VISAS to enter the US from sixteen foreign countries
- Created, managed, and maintained monthly appointment slots for various US Embassy's within sixteen countries under my program.
- Collaborated with all areas affected by the project, both internal and external
- Developed detailed work plans, schedules, project estimates, and status report
- Conducted project meetings and is responsible for project tracking and analysis
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Ensured regulatory compliance by closely monitoring applicable laws and regulations within the industry sector throughout each stage of the project life cycle.
- Coordinated with my support staff to identify and monitor issues that would impact the efficiency of the program
- Coordinated meetings, as needed, to initiate working sessions, resolve project issues
- Displayed solid understanding of the project scope and applied knowledge to all stakeholders within the VIS Program.
- Established relationships within the Bureau of Consulate Affairs to facilitate functional areas and lead partner/client expectations.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
Education
MBA - Ecommerce/International Business
Jack Welch Management Institute
Herndon, VA12.2024
Bachelors of Business Administration - Project Management
Strayer University
Herndon, VA03.2022
Skills
- Workforce Management
- Productivity Improvement
- Project Tracking
- Data Analysis
- Technical Support
- Project Planning
- Contract Management
- Project Management
- Agile Methodology
- Forecasting
- Expert on several Q/A software and CRM Programs Above average on Pivot Rating Table and Risk Rating 20
Certification
- Association of Records Managers , CRM
- ICMI - Contact Center Manager Certification
Professional Titles
- Lionel Henderson Company, Inc., Project Manager, 2020, Present
- Lionel Henderson Company, Inc., Deputy Project Manager, 2014, 2020
- TOT Solutions, Director of Call Center, 2008, 2014
- Inphonic/Simplexity, Director of Customer Service, 2005, 2008
Timeline
Project Manager
Lionel Henderson, Inc.
06.2020 - Current
Deputy Project Manager
Lionel Henderson Company, Inc.
01.2014 - 01.2020
Project Manager
TOT Solutions/Department of State, Visa Information Services
05.2008 - 07.2014
MBA - Ecommerce/International Business
Jack Welch Management Institute
Bachelors of Business Administration - Project Management
Strayer University
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