Edsel Mitchell

Company Overview: Developing safe and beneficial AI across all disciplines, Outlier is a platform that connects subject matter experts to help build the world's most advanced Generative AI.

• Training AI Bots to respond to prompts effectively and with factual information.
• Contributed, on average, five (5) approved prompts daily to the customer's database.
• Reviewing and providing feedback on the quality of other contributors' work.
• Providing feedback to help other contributors improve performance.
• Making the final decisions on prompt approval and rejection.
• Managing competing deadlines with efficiency.
• Editing and proofreading drafts of articles and other documents.
• Generated 90% of prompts that were deemed accurate and approved on first-touch.

• Company Overview: Provided restaurant managers with a consolidated order management platform to streamline online food ordering.
• Managed Channel Partnership accounts which consisted of over 600 restaurants in the US and Canada.
• Ensured Point-of-Sale Integrations were technically and operationally healthy.
• Collaborated with developers and engineers to design solutions for clients.
• Applied project management methodologies to establish objectives, allocate resources, and reduce risks.
• Worked closely with clients' Point-of-Sale (POS) vendors to configure order management systems and imported menus, and ensured the accuracy of converted legacy data.
• Developed strong relationships with key clients, leading to increased account retention and growth.
• Delivered comprehensive technical support, resulting in reduced downtime for customers.
• Established clear lines of communication between technical teams and clients, resulting in faster issue resolution times.
• Streamlined internal processes for improved team productivity and collaboration.
• Managed complex customer accounts, ensuring timely resolution of issues and effective communication.
• Identified potential risks within customer accounts early on, implementing mitigation strategies as needed.
• Maintained an order injection rate of 98% daily, exceeding the key performance indicators (KPI) target.
• Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
• Collaborated with cross-functional teams to develop tailored solutions for unique client challenges.

• Company Overview: International Legal Accounting Practice Management software company servicing mid-size law firms.
• Managed multiple 9 successful end-to-end implementations over an 18-month period with minimal supervision, demonstrating strong organizational skills and adaptability.
• Managed simultaneous projects in 2 Canadian provinces (Ontario and British Columbia) and implemented the software to 362 end-users.
• Planned and facilitated kickoff meetings, and conducted gap analysis.
• Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
• Worked closely with subject matter experts (SMEs) and developers to influence design and validate solutions.
• Managed simultaneous projects, prioritizing tasks, and making quick decisions.
• Provided weekly written and verbal status reports to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team's efforts.
• Led a diverse team of professionals in successfully completing complex implementations (scoping, building, testing, tailoring, and implementing) on time and within budget constraints.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
• Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
• Troubleshooted technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
• Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
• Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
• Traveled to client sites for Go-live implementations and served as the point of contact after launch.
• Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
• Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
• Optimized resource allocation by accurately forecasting workload demands based on historical data analysis and current trends.
• Mentored junior staff members through hands-on training sessions and regular performance reviews to enhance their professional growth opportunities.
• Ensured the security, confidentiality, and proper disposal of clients' data.
• Closed out project with a seamless transition to the Support team and facilitated lessons-learned sessions.
• Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.

• Company Overview: Clothing retailer offering customers great shopping experiences at approximately 1000 locations in Canada and US.
• Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
• Championed change management initiatives by creating buy-in from stakeholders through clear communication of benefits and strategies, fostering a supportive environment for successful implementation outcomes.
• Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team's efforts.
• Led projects implementing productivity software and hardware upgrades.
• Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
• Oversaw implementation lifecycle processes based on organizational needs.
• Planned and executed end-to-end projects using hybrid project management methodology.
• Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
• Implemented initiatives that resulted in a reduction of telecom expenditure by more than 50%.
• Collaborated with third-party vendors and stakeholders to ensure timely completion of project deliverables.
• Collected requirements, created Statement of Works (SOW), and executed implementations.
• Planned activity sequence, schedules, and timelines.
• Negotiated contract terms with vendors and suppliers to secure favorable pricing for clients while maintaining high-quality service delivery standards.
• Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
• Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
• Organized and coordinated hardware storage and shipping logistics with vendors in the US and Canada.
• Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
• Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
• Utilized analytical tools to evaluate post-implementation success metrics, identifying areas for further optimization or refinement as needed.
• Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often.

• Company Overview: Clothing retailer offering customers great shopping experiences at approximately 1000 locations in Canada and the US.
• Fostered positive relationships with clients by addressing concerns promptly and professionally.
• Ensured compliance with industry regulations as well as internal policies and procedures throughout projects' lifecycles.
• Improved stakeholder satisfaction by proactively addressing concerns and implementing feedback-driven changes.
• Directed and managed end-to-end project deliverables.
• Coordinated project logistics by managing schedules, assigning tasks, and tracking deadlines.
• Conducted smoke screen testing and process reviews and created install guides for implementations.
• Staged POS registers, tablets, and laptops; configured payment terminals.
• Visited implementation sites, observed pilot activities, and updated process documents in preparation for project roll-out.
• Prepared presentations for executive-level updates, clearly demonstrating project progress and outcomes.
• Conducted thorough quality assurance checks to ensure deliverables met or exceeded client expectations.
• Provided administrative support to Project Managers, alleviating workload pressures during peak periods.
• Monitored project progress, identified risks and took corrective action as needed.
• Established effective collaboration between cross-functional teams, fostering a cohesive working environment.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Participated in training initiatives to continuously enhance personal skills and contribute positively to the PMO''s overall performance.

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Used ticketing systems to manage and process support actions and requests.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Managed high call volume efficiently, addressing customer concerns promptly and professionally.
• Tested new software and hardware prior to deployment.
• Installed and configured hardware, devices, and software to set up work stations for employees.
• Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
• Collaborated with cross-functional teams to resolve escalated issues effectively.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
• Resolved on average 25 technical support inquiries per day.
• Documented support interactions for future reference.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
• Supported new team members during their onboarding process, sharing best practices and tools for success in the role.

Acquired valuable project knowledge and leadership skills strategically aligned with the foundational standards and practice frameworks prescribed by the Project Management Institute (PMI).

• 3.6 GPA