Government

Number of contracts: 25

Approximate value: $85M

Role: Senior Director, Program Management

Led a virtual team of high-performing program managers in the delivery of large-scale, mission-critical statewide assessment contracts. Engaged with cross-functional leaders to support the development of product strategy and related delivery solutions. Provided strategic support for bid and proposal and contract renewal efforts; provided guidance to program managers and oversight for contract delivery; collaborated with cross-functional leaders to resolve problems; retained a portfolio of contracts for more than 25 strategic clients.

• Achieved team client satisfaction results of >90 percent over 5 years. Clients indicated “extreme satisfaction” with their program manager.
• Brought the voice of the customer to internal cross-functional meetings to inform key stakeholders of customer needs, expectations, and contractual commitments to meet business unit and organizational objectives.
• Served as the subject matter expert for state and federal contracts and program management processes.
• Provided program management expertise and support for state and federal proposal efforts by actively participating in solution design meetings, requirements definition, cost and proposal text development, and editorial reviews.

Number of contracts: 25

Approximate value: $82M

Role: Director, Program Management

Experience:

Newly created role to form a program management team and implement industry-aligned processes and methodologies to mitigate risk and achieve consistency in program planning, delivery, and ongoing management.

• Curated a team of in-person and virtual program managers with diverse backgrounds, introducing industry-aligned methodologies to ensure consistency in work efforts and delivery results.
• Achieved 100 percent year over year contract renewal rate.
• >99 percent year over year on-time delivery of contracted products and services.
• Introduced annual customer satisfaction surveys to measure and analyze program manager performance to support client retention efforts.
• Collaborated with cross-functional teams to support proposal development activities.

Number of state contracts: 2

Approximate value: $9M

Role: Principal Program Manager

Experience:

Led the most complex and challenging contracts by leading cross-functional teams, managing customer relationships, and bringing the voice of the customer into internal discussions.

• Led the successful planning, implementation, and ongoing delivery of large-scale, mission-critical contracts.
• Successfully delivered 100 percent of contracted products and services.
• Developed and maintained relationships with key customers and cross-functional internal stakeholders to successfully deliver on contractual commitments and ensure contract renewals.
• Collaborated with cross-functional teams to support proposal development activities.

Number of state contracts: 3

Role: Senior Program Manager

Approximate value: $25M

Experience:

Led a portfolio of complex, multi-location, cross-functional teams with multiple organizational interfaces to successfully plan, implement, and deliver large-scale, high-stakes programs. Managed P&L, including planning, monthly cost analyses, and forecasting with an annual revenue stream of $25M+.

• Led the capture and successful execution of a three-year, sole-source contract extension valued at $52M.
• Led the capture and successful delivery of over $8.5M in contract scope changes in the same fiscal year.
• Exceeded planned revenue by $9M and planned margin by $12M.
• Led the team to support a key customer in achieving its annual goals.
• Actively participated in organizational excellence cross-functional work teams to drive efficiencies and improve processes.
• Collaborated with cross-functional teams to support proposal development activities.

Agency: Transportation Security Administration

Role: Program Manager (fixed duration)

• In support of a contract with the Transportation Security Administration (TSA), led the implementation of the largest screening facility in the Midwest and, within three weeks, the screening of 15,000 TSA job candidates in the nation’s largest peacetime mobilization effort.

Agency: U.S. Department of Education

Approximate value: $6M

Role: Program Manager

Experience:

• Achieved annual revenues up to $2 million over target with up to $1 million margin overachievement.
• Drove FSA Conference and Event contract support to new highs in attendee popularity and client satisfaction by continuously improving support processes.
• Achieved all service level agreement commitments over six consecutive years, including successful management of timely responses to a mass-marketing outreach campaign to 7.1 million U.S. households.
• Maintained a 99% staff retention rate, far better than the 80% call center industry average.
• Collaborated with cross-functional teams to support proposal development activities.

Agency: U.S. Department of Education

Approximate value: $25M

Role: Deputy Program Manager

Experience:

• Managed start-up and ongoing correspondence operations with a staff of 60 technical writers and information specialists.
• Managed a cost center and collaborated in annual volume planning and monthly forecast development.
• Coached and mentored staff members.

• Led the design, development, and implementation of a proprietary text management application, saving $1 million in first year labor.
• Authored Reinventing Service, the final report documenting the efforts and conclusions of an ED Customer Service Task Force, accepted by the Secretary of Education for distribution to 10,000 ED employees, all post-secondary institutions, and members of the business community.
• Collaborated with cross-functional teams to support proposal development activities.

Agency: U.S. Department of Education

Approximate value: $10M

Role: Senior Project Manager

Experience:

• Led a three-person team supporting postsecondary institutions with internet transmission of electronic information.
• Developed and implemented a growth action plan to increase the number of project telecommunications users.
• Developed user guides and training materials. Interacted daily with representatives of post-secondary institutions, third-party software suppliers, stakeholders, and DoE personnel.
• Attended conferences and events and staffed a booth to educate financial aid administrators and promote the benefits of transmitting data electronically.
• Led the growth of postsecondary institution enrollment into the GES by processing applications and supporting financial aid administrators with startup operations.

• Planned, coordinated, and developed the first-ever electronic application end-user conference on utilization of unfamiliar and rapidly evolving Internet communication capabilities.
• Opened the door for $30 million on-going conference management revenues from the DoE.

Agency: U.S. Department of Education

Role and experience: Project Manager

• Provided technical support to financial aid administrators from postsecondary institutions for the transmission of electronic student financial aid data from their organizations to the processing system.
• Developed and maintained user documentation.
• Attended conferences and events and staffed a booth to educate financial aid administrators and promote the benefits of transmitting data electronically.

• Led and managed telephone and correspondence team leaders to provide supervisory support to call center agents.
• Served as liaison with prime contractor in the delivery of ancillary services.

• Led a team that responded to written inquiries about federal student aid.
• Developed training materials and trained customer service agents on how to respond to Spanish-speaking callers.

• Bi-lingual (English/Spanish) customer service representative – helped the public with inquiries related to their financial aid applications.