Program / Project Manager

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••••• PROFESSIONAL

Results-driven, energetic management professional successful at leading diverse international teams in the delivery and deployment of air traffic management solutions. Skilled at managing multiple, complex projects simultaneously. An engaging communicator who can interact with internal and external customers. Highly productive in rapid business environments with demonstrated understanding of key business objectives and goals, changing priorities, and risk management to maintain a high level of customer confidence and trust. A team builder with strong management skills.
Key qualifications include:

International & Domestic Program Management
Risk Management
Operations & Process Analysis and Improvement
Forecasting & Budgeting
Contracts Administration and Delivery
Customer Relationship Management (CRM)
Portfolio Management & Customer Retention
Product Introduction & Market Share Growth

EDUCATION

Bachelor of Science
LeMoyne College
Syracuse, New York
May •••••

EXPERIENCE

SENSIS CORPORATION - Syracuse, NY

AUSTRALIA PROGRAMS MANAGER •••••
••••• Present
Promoted to direct the program and engineering activities for the design and delivery of the National Tower Technology Project, an initial $••••• million contract to upgrade air traffic control tower management systems and to lead the deployment of $••••• million in contracts for six turn-key air traffic management and surveillance systems in Australia. Implemented PMBOK and CMMI processes and methodologies to organize and complete the development of program plans and processes to support each system for projected life-cycles. Established a regional hardware depot and operational processes for product hardware support in Australia. Direct the daily activities and tasks for thirteen team members and six international subcontractors. Responsible for achieving all program objectives profitability; risk management; cost management; budgeting; manpower forecasts; and, customer satisfaction. Led the proposal writing and capture of an additional $6 million system in Perth. Regularly liaise with the proposal writing teams as a program management and costing subject matter expert.

PROGRAM MANAGER - INTERNATIONAL•••••
••••• •••••
Directly managed the delivery of air traffic management solutions to various international customers. Responsible for P&L, cost, and schedule management for each contract. Managed the successful implementation of a test and evaluation radar system to Montreal Airport, which led to the development and enhancement of a long-term B2B relationship with NAV Canada. Managed hardware and software delivery, installation, and testing of $•••••,••••• ADS-B tracking system to the Icelandic Civil Aviation Administration on time and under budget. Assumed the delivery of a management service software and hardware solution to NWA at Minneapolis-St. Paul Airport. Achieved operational readiness for service in time for the peak winter travel season.

FORD MOTOR CREDIT COMPANY

DEALER ACCOUNT MANAGER, Syracuse, NY•••••
••••• - •••••
Managed an assigned region. Developed B2B relationships leading to the capture of five new wholesale and capital loan accounts generating $••••• million in new business. Created and initiated sales, marketing, and service strategies that increased extended service contract market share •••••% annually for three consecutive years. Achieved overall dealer satisfaction ratings of •••••% for 3 consecutive years, ••••• - •••••

PROJECT MANAGER, Nashville, TN•••••
••••• - •••••
Appointed as a project manager to the Operations Services group to direct the design, development, and launch of the CRM-based Lease Owner Loyalty Department for Jaguar Cars, N.A. Delivered the project within 6 months of charter approval and under budget. Developed customer contact strategies, processes, and scripts. Managed the development of a SQL database for call management and the capture of customer feedback. Negotiated a memorandum of understanding with Jaguar Cars for payment terms which generated over $1 million revenue annually for Ford Credit.

OPERATIONS ANALYST / METHODS AND SYSTEMS ANALYST, Dearborn, MI
••••• - •••••
Promoted to the Resource Management Group for corporate projects and initiatives. Completed time and motion studies on existing business processes. Re-engineered processes to recommend forecasted FTE needs. Member of the Global Organization Team (GOT) responsible for process engineering and development and headcount forecast modeling. Developed a headcount forecast model to project service center headcount needs. Participated in the development of ••••• core process flows that reduced FTE needs by •••••%. Completed a time and motion study at the National Bankruptcy Service Center which led me to develop a headcount forecasting prediction model for that organization. Promoted to Operations Analyst within 9 months of accepting assignment in Resource Management Group.

BRANCH OPERATIONS MANAGER, Columbia, MD•••••
••••• - •••••
Managed a ••••• member team that serviced a $••••• million account portfolio. Achieved #1 national ranking for loss-to-receivable ratio. Chaired an employee team whose initiatives improved internal satisfaction ratings within the team, increasing from •••••% completely or very satisfied to •••••% completely or very satisfied YOY. Promoted 8 employees in 8 months to supervisory and team lead positions. Implemented collection strategies that lead to significant reductions in delinquency and loss ratios to beat budget forecasts.

REGIONAL TRAINER & SUPPORT MANAGER, Columbia, MD•••••
••••• - •••••
Promoted to this position to develop and deliver a comprehensive customer service training curriculum. Redesigned and updated the training curriculum for full-time and part-time employees. Regional diversity training lead trainer.

DEALER SERVICES SUPERVISOR, Harrisburg, PA•••••
••••• - •••••
Promoted to supervise an •••••employee credit department. Directed a purchase policy that achieved a •••••% growth in the auto loan portfolio. Prepared credit review files on all dealerships to assess risk, financial stability, and prepare recommendations to dealerships to improve performance and profitability. Recommended lines of credit.

DEALER ACCOUNT MANAGER, Syracuse, NY•••••
••••• - •••••
Managed the Southern-tier region. Visited dealers to improve relationships, market share, and complete wholesale inventory audits. Prepared assigned credit files and reviewed recommendations with dealers.

CREDIT ANALYST, Syracuse, NY•••••
••••• - •••••
Reviewed, analyzed, approved and rejected customer credit applications. Regularly approved up to $1 million in new auto loans each week. Prepared assigned credit files and recommended lines of credit. Responsible for portfolio management, monitoring and controlling high risk margin for prime and subprime loans.

CUSTOMER SERVICES SUPERVISOR, Syracuse, NY•••••
••••• - •••••
Supervised fifteen specialists responsible for the collection and servicing of a $••••• million loan portfolio.

CUSTOMER SERVICES REPRESENTATIVE, Syracuse, NY•••••
••••• - •••••
Responsible for collecting delinquent auto loans. Processed loan extensions and transfer agreements.


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CERTIFICATIONS

Project Management Certification
Master Certificate in Applied Program Management
Villanova University, Philadelphia, PA

Six Sigma
Greenbelt Certification