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Michael H

Highly driven Project/Program Manager with track record of achieving business results

Occupation:

Operations

Location:

Salinas, CA

Education Level:

Bachelor

Will Relocate:

No

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Actively seeking a highly challenging senior management position with direct impact on business growth, operational project success, business unit effectiveness and performance enhancement. Project management, operational analysis & effectiveness, systems integration and leadership development of mid to upper level leaders are my strengths.

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SCHOOL MAJOR YEAR DEGREE

DeVry University Technical Management 2010 Bachelor Degree
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TYPE TITLE URL DESCRIPTION

Website Project Management Institute media url PMI is the world’s leading not-for-profit membership association for the project management profession, with more than 600,000 members and credential holders in more than 185 countries.
Website Simple Truths - 212 Movie media url The message of 212° The Extra Degree is clear: It's your life: You are responsible for your results. It's time to turn up the heat!
Website BYOB - Be Your Own Brand media url "Speak volumes Without saying A Word"

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Highlights:

Project Management: - Selected to create project plan to deploy, and manage technical operations for 250 person Virtual Call Center. - Successfully managed performance and operations of first team through 12-month feasibility study resulting in average performance increase of 10% across all metrics - Developed/Implemented extensive project plan to add over 90 non-standard agents; included operational training, cross functional coordination and oversight resulting in retention of highly experienced agents after business unit reorganization. - Led project to increase system availability & tracking of technical issues reducing time to resolution more than 50%. - Led cross-functional process improvement team to identify operational strategies for virtual operations across Divisions. Performance Management: - Successfully managed first point of contact Help Desk through multiple operational and performance management system changes. - Deployed first 250 agents through extensive project management process reducing time to home by over 20%.

Companies I like:

DOD, DMDC, Government, Lockheed, Northrop Grumman, HSBC, Climber

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- Responsible for project management and technical operations for 400 person Virtual Call Center. - Manage operation of first point of contact Help Desk through multiple operational and performance management system changes. - Led multiple operational enhancement and performance management projects for Customer Care Agents working from home.
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