Kenyarda Scott

Experience

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  IHEARTYOU Foundation

  Feb 2011 - Mar 2024

  Director

  Manage and Drive strategic product decisions.• Analyze key marketing strategies of social media content that drives in revenue and report data tostakeholders.• Collaborate across departmental lines to formeducational & public advocacy programs for state,local & national levels.• Provide visibility and transparency into company /project performance utilizing PM managementpolicies .• Direct the implementation of change programs bydefining the change, aligning to business goals and ensuring staff responsiveness. Show less

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  Dr. Takeover

  Sept 2011 - now

  Program Manager

  • Spearheaded project management and event coordination for DR Takeover, Inc., overseeing and optimizing all project and event management activities within the organization.• Implemented project management strategies aligned with organizational goals, ensuring projects are delivered efficiently, on time, and within budget while meeting quality standards and stakeholder expectations.• Managed the entire project lifecycle, from initiation to closure, ensuring projects are well-planned, executed efficiently, and meet established objectives, while also overseeing the planning and coordination of events and meetings from conception to execution.• Built and maintained a project management process that drove productivity in a cost-effective and results-driven manner, monitoring project progress, identifying risks and issues, and taking proactive measures to address them.• Oversaw the planning, budgeting, venue selection, vendor management, scheduling, and logistics for events and meetings, ensuring the usage of various marketing channels to increase event visibility and drive attendance.• Played a pivotal role in enhancing customer care and service by implementing customer-centric practices across projects and events. This included developing and implementing customer service standards, training staff members in customer service best practices, and ensuring that customer feedback was collected and acted upon to continuously improve service quality.• Drove continuous improvement initiatives within the project management function, leveraging feedback, data, and lessons learned to enhance processes, tools, and methodologies, and utilized feedback and analytics to continuously improve event and meeting execution.• Managed project and event budgets, tracking expenses, negotiating costs, and ensuring financial targets are met, providing regular updates to clients on budget status and making recommendations for cost-effective solutions, including a $50k budget allocation. Show less

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  Purdue University Global

  Oct 2012 - Jun 2020

  Senior Advisor/Project Manager

  • Led the creation and implementation of Standard Operating Procedures (SOPs) to ensure consistency in customer service practices across departments, resulting in enhanced service quality and student satisfaction.• Collaborated with cross-functional teams to identify student needs and preferences, facilitating the development of tailored services and programs to support academic success and career development.• Managed project timelines, budgets, and resources effectively to ensure successful project delivery and alignment with organizational objectives. • Orchestrated the revitalization and launch of Purdue University's CRM system utilizing Salesforce, resulting in a notable 30% increase in customer satisfaction ratings and a significant 20% reduction in customer conflict resolution time. Implemented and enforced business rules to ensure compliance and achieve key performance metrics, aligning with organizational goals and objectives.• Directed call centers and customer service centers, overseeing a dedicated team of Customer Service Representatives (CSRs) and Supervisors.• Set and monitored performance goals for CSRs and Supervisors, consistently driving them to meet or surpass performance targets and deliver outstanding customer service experiences.• Utilized Salesforce analytics and other data-driven approaches to track and analyze customer service metrics, resulting in a substantial 25% improvement in first-call resolution rates and a commendable 15% increase in customer retention.• Collaborated cross-functionally to design and execute tailored training programs for CSRs and Supervisors, emphasizing customer service best practices and conflict resolution techniques to ensure exceptional service delivery. • Actively participated in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, contributing to ongoing improvement efforts and team cohesion. Show less

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  Tetra Tech

  Oct 2020 - Mar 2022

  Project Manager

  • Led the creation and implementation of Standard Operating Procedures (SOPs) to streamline operations and ensure consistency in stakeholder engagement and customer service practices.• Developed and conducted comprehensive training sessions to educate team members on stakeholder engagement strategies and customer service best practices, fostering a culture of customer-centricity and leadership within the team.• Managed a program budget of $740.4 million dollars across various emergency management assistance programs, ensuring optimal resource allocation and financial accountability.• Implemented innovative initiatives resulting in the preservation of thousands of renters and homeowners, demonstrating a commitment to program success and community impact.• Orchestrated cross-functional collaboration, achieving a 25% improvement in project delivery efficiency and fostering project success.• Developed a robust change management process, enhancing documentation thoroughness by 50% and ensuring effective communication and alignment among stakeholders.• Led the development and execution of comprehensive project plans using industry-standard methodologies to ensure project success and deliverables. Ensured key performance metrics were met or exceeded, monitoring performance closely and implementing strategies for continuous improvement.• Reviewed encounters that required program manager service recovery and made contact with the customer if service recovery was appropriate, prioritizing customer satisfaction and loyalty.• Ensured supervisors entered all unscheduled leave requests into the WFM system for approval by designated WFM section members and approved exception requests appropriately, ensuring compliance with HR policies.• Actively participated in weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, contributing to ongoing improvement efforts and team cohesion. Show less

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  State of Maryland

  May 2021 - now

  • Directed the meticulous management of a program budget totaling $248 million dollars, ensuring optimal resource allocation and financial accountability.• Implemented innovative initiatives resulting in the preservation of 17,000 houses/homeowners, demonstrating a commitment to program success and community impact.• Established and maintained Quality Control (QC) and Quality Assurance (QA) processes, ensuring alignment with program objectives and regulatory standards.• Provided strategic oversight of program activities, driving a substantial 30% increase in operational efficiency and fostering enhanced collaboration among team members.• Conducted meticulous data reviews and financial analysis to evaluate risk factors associated with single-family home mortgage lending, resulting in a commendable 20% reduction in risk exposure.• Spearheaded the creation and implementation of Standard Operating Procedures (SOPs) to streamline operations and ensure consistency in stakeholder and vendor engagement and customer service practices.• Developed and delivered comprehensive training sessions to educate team members on stakeholder engagement strategies and customer service best practices, fostering a culture of customer-centricity and leadership within the team. Identified operational problems or trends and escalated them to the appropriate contact center operations section and/or leadership, ensuring prompt resolution and efficiency in service delivery.• Reinforced standards and utilized progressive discipline when compliance continued to be an issue, fostering accountability and adherence to established protocols.• Ensured key performance metrics were met or exceeded, monitoring performance closely and implementing strategies for continuous improvement.• Reviewed encounters that required program manager service recovery and made contact with the customer if service recovery was deemed appropriate, prioritizing customer satisfaction and retention. Show less

  • Deputy Director of Employer Services

    Aug 2024 - now

  • Program Manager/Senior Risk Management Analyst

    May 2021 - Aug 2024