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Profile of Qualifications

Confident, focused Project/Program Manager and Customer Experience Expert with years of diverse experience. Solutions-oriented with proven success in spearheading high-profile project initiatives. Visionary leader with aptitudes needed to develop and execute tactics to bolster profitability, operational efficacy and client satisfaction. Able to balance business analytics, strategy and operational acumen to deliver value and fuel business excellence. Skilled as it relates to information technology, software deployment, compliance, quality and training functions. Regarded for keen ability to coordinate and lead impactful performance, which allows for effective liaising between business and technical functions to drive critical initiatives. Catalyst for innovative, positive change. In pursuance of a challenging new role Program/Project Management in the product space; also open to a leadership opportunity in a Call Center environment.


Skills & Core Competencies

Global Project Management | Call Center Operations | Client Service Delivery | Process Design & Improvement

Strategic Planning & Assessment | Global Operations | Customer Relationship Management | Visionary Leadership

Program Management | Key Partnership Development | Data Analysis & Reporting | Organization | Time Management

Project Discovery & Planning | IT & Operations Consulting | Client/Vendor Relations | Lifecycle Management


Professional Background

DUN & BRADSTREET, Senior Director-Program Management (2015 2017)

         Devised a global customer service vision and strategy across lines of business and Call Centers in order to develop a personalized experience for clients

         Founded and implemented a customer-centric strategy to bolster customer loyalty and retention within the Gold Customer population

         Instilled multi-channel support models to allow for offering tailored customer options

         Rebranded the customer loyalty program to offer white-glove service and allow for global consistency

         Partnered with key stakeholders to create and execute a customer service plan that aligned with strategic priorities

         Worked in conjunction with cross-functional teams comprised of customer experience, sales and business unit staff in developing long- and short-term service objectives

         Anticipated future business challenges by developing and implementing plans to evolve the service experience

         Established analytical insight and metrics in order to develop service standards to increase the scope, scale and overall impact across the organization

         Devised a strategy for self-service options that covered both digital and social media efforts

         Oversaw and deployed an issue management customer service portal for Gold Customers with total annual revenue in excess of $242M; also vital in deploying single sign-on technology to that same segment of clientele


Senior Project Management Director (2010 2015)

         Led the day-to-day operation and tactical functions of multiple large global initiatives

         Developed and introduced global software solutions for internal lines of business e.g. governance, best practices, license management, strategy, development and deployments for the Global CRM platform

         Led programs using both Agile and Waterfall SDLCs e.g. timelines, budget acceptance, resource requirements and service levels

         Implemented and deployed a Salesforce platform across varied partner markets worldwide

         Introduced an organizational time management project that proved to be instrumental as it related to resource allocation and the implementation of trigger-based task assignments

         Devised customer-facing scorecards that proactively provided insight into new business opportunities for the Sales and Customer Experience sectors


Director, Sales Operations and Global Customer Program (2009 2010)

         Served as the sole contact for the Canadian Sales Team in supporting compensation initiatives and sales metrics

         Managed the North America World Wide Network and acted as an effective intermediary with partner markets to ensure sales compliance with related global network protocols

         Prepared and validated quarterly revenue results for global customer accounts

         Supported compensation calculations specific to the global compensation plan

         Played a vital role in the development and execution of corporate business standards for international customers and cross-market deal alignments


Director, Sales Operations and Global Customer Program (Cont.)

         Developed a process to identify global business strategies that generated revenue growth for key customers while simultaneously fueling efficient operations and solution delivery

         Created and executed a plan to influence business partners to unite in using practices to improve customer experiences and expand upon worldwide revenue growth


KGB USA, Call Center Operations/Program Manager (2007 2009

         Managed domestic Call Centers across locations to ensure service levels were met and Key Performance Indicators (KPIs) were adhered to

         Supervised Directory Assistance, Operator Services, Pharmaceutical/Pharmacy Benefits and Centralized Ordering Operations; also guided, mentored and managed a team of driven Customer Service Representatives

         Delivered forecasting, capacity planning and staffing needs to a global workforce team

         Liaised effectively with all internal departments to resolve client issues with timeliness and attention to detail

         Prepared operational analysis reports for executive review that provided data regarding call processing times, quality percentages, cost per call and calls per paid hour

         Led a process improvement team in assessing pharmaceutical and central Ordering Operations to cut call processing times and enhance quality percentage levels notably

         Drove process improvements that saved the company s largest pharmaceutical client, cut call processing times by 20% and increased quality by 11 points

         Substantially boosted client servicing and satisfaction by effectively managing and spearheading expansion of a customer care call center in Philippines


Rainmaker Software, LLC, Vice President of Operations (2001 2007)

         Managed three U.S. locations comprised of 50 professional services team members, e.g. client support, custom programming, project management, training and e-learning lines of business; generated services in excess of $10.5M

         Headed projects with a focus on Financial Management, Practice Management, Business Intelligence, SharePoint Portal, DMS and CRM including execution, conversion, support, budgeting and timeline development

         Served in a crucial capacity to lead revenue-generating activities and cost controls to surpass monthly and annual revenue budgets, as well as gross margin contribution for each business line

         Proved pivotal in acquiring new business and successfully completing two company mergers

         Noted and removed the duplication of efforts across multiple lines of business in response to company acquisitions that led to more efficient processes and company cost savings in excess of $1M

         Directed the successful deployment of over 250 law firm product implementations; garnered over $28M in revenue


Earlier Roles

Director of Client Services, Rainmaker Software, LLC, 1999-2001

Implementation/Customer Programming Manager, Rainmaker Software, LLC, 1996

Project Manager, Rainmaker Software, LLC, 1995-1996


Education & Credentials

Bachelor of Science, Business Administration, Slippery Rock University

Certificate of Achievement, Six Sigma Black Belt, Villanova University

Certificate of Achievement, Customer Experience, Rutgers University

Board of Directors BikeWorks nonprofit, 2012-2013

Took all the required courses for a PMP credential













March 16, 2018



Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:


  • I am a driven project and program management professional with over 30 years of progressive experience in a variety of globally and domestically-geared environments with a focus on Customer Experience excellence.


  • In any role I take on, I ve been responsible for management of various operations including revenue generation, budgeting, client relations and cross-functional leadership, among others.


  • As an energetic leader and expert-level communicator, I develop trust and rapport amongst colleagues. I am often seen as a subject matter expert, sharing knowledge of the industry in a manner that is very well-received. I aim to motivate, mentor and inspire those around me to strive for their greatest potential.


  • I am determined and personable with a disciplined work ethic. I continually aim for success in fast-paced environments as an individual or team contributor. I find that I particularly thrive under pressure with tight deadlines.


  • Independent of my career, I also have a Bachelor of Science in Business Administration. I also have two earned Certificates of Achievement, one as a Six Sigma Black Belt, from Villanova University and another with a Customer Experience focus, earned from Rutgers University.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.



Donna Remaly

Enc. Resume



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