Christie Chapman
St.Catharines,ON
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager of PMO Governance Reporting and Process
Foundever
01.2024 - Current
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Ensured project alignment with organizational goals through regular synchronization meetings and strategy discussions.
- Facilitated workshops to collect project requirements and user feedback.
- Streamlined PMO processes by implementing standardized project management methodologies and tools.
Senior Program Manager
Foundever
01.2022 - 01.2024
- Responsible for leading integrations, acquisitions, special initiatives, collaborations, and programs through the comprehensive and innovative program and project management
- Completed thorough operational, as well as financial, due diligence, and analytics to assess sustainability, budget, and timeline of projects prior to initiation phase
- Developed proposal, project charter, and success metrics for all stakeholders, in alignment with organizational strategic vision
- Provided retrospective upon implementation of the project to measure execution success and better inform constitution of future projects
- Developed detailed project plans that strengthen integrity and feasibility of execution within the timeframe
- Identified risks, resource allocation, training needs, and recommend mitigation solutions that enable teams to reach goals within all phases
- Managed communication and facilitate collaborative meetings with external clients and stakeholders - serving as liaison to multiple parties with diplomacy, motivation, and enthusiasm to fortify project timeline.
Senior Project Manager
Sitel
04.2021 - 08.2022
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination
- Communicate project plans and progress to key stakeholders and project contributors
- Maintained schedules to meet key milestones in every project phase
- Kept projects on schedule and within budget while serving as project leader
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application design and planning sessions to validate requirements.
Project Manager
Sitel
08.2020 - 04.2021
- Modified and directed project plans to meet organizational needs
- Drove team success through shared vision and recognition of quality performance
- Identify plans and resources required to meet project goals and objectives
- Maintain open communication by presenting regular updates on project status to customers
- Managed New Business Ramps expanded to multiple countries with a hybrid management approach with a focus on agility, stakeholder engagement, risk mitigation, efficiency, and customer satisfaction for top clients
- Manage Ramp Downs with a focus on efficiency and cost
- Launch pilots towards success and expansion by collaborating with Account Management and Sales, and targeting an understanding of overall business expansion strategies
- Supported and executed the development of the 2020 Global BCP process for COVID that moved all AMERIPAC agents home
- Supported Organizational Initiative MAXInsiders as a regional leader and point of contact to drive results.
Associate Project Manager
Sitel
09.2019 - 08.2020
- Learn Sitel Project Management Processes
- Conduct client and internal calls
- Track deliverables for all work streams and stakeholders
- Monitor risk
- Support seasonal ramps of over 1000 agents for top clients.
Administrative Coach
SITEL
01.2016 - 09.2018
- Creating new logins for all new hires
- Handling Kronos for all Cox and Equifax agents
- Handling invoicing and bonus for COX
- Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day
- Monitor intra-day call volume to ensure call volume is compliance to forecast agreements.
Mentor
SITEL
08.2014 - 01.2016
- Provide a wealth of knowledge and support to agents
- Nurtured and assisted in the development of skills trainees required to perform their jobs effectively
- Evaluate and recommended improvements based on associates behavior in OCP
- Provide positive reinforcement and encouragement in the agent's success.
Workforce Real Time Analyst
SITEL
08.2008 - 08.2014
- Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day
- Monitor intra-day call volume to ensure call volume is compliance to forecast agreements.
Customer Service Representative
SITEL
03.2001 - 08.2008
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate manner.
Education
High School Diploma -
Holy Cross Secondary School
06.1995
Skills
- Data analysis
- Accuracy and efficiency
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Strategic Planning
Certification
Smart Sheet certified
Languages
English
Professional Working
Timeline
Manager of PMO Governance Reporting and Process
Foundever
01.2024 - Current
Senior Program Manager
Foundever
01.2022 - 01.2024
Senior Project Manager
Sitel
04.2021 - 08.2022
Project Manager
Sitel
08.2020 - 04.2021
Associate Project Manager
Sitel
09.2019 - 08.2020
Administrative Coach
SITEL
01.2016 - 09.2018
Mentor
SITEL
08.2014 - 01.2016
Workforce Real Time Analyst
SITEL
08.2008 - 08.2014
Customer Service Representative
SITEL
03.2001 - 08.2008
High School Diploma -
Holy Cross Secondary School
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