Michael J. Richards

Michael J. Richards Quality Management, Process Improvement, Senior Project/Program Management, Sales Enablement, Educational Content Creation- |-| https://linkedin.com/in/michaeljrichardspmp | Portsmouth, NH, USA SUMMARY Manage large projects and quality metrics to deliver significant value to organizations by reducing gaps and delays, increase revenue and desired outcomes, and improve processes and results across the board. Experienced critical thinker who provides tools and processes to achieve goals, analyze metrics and information to provide key takeaways, and EDUCATION develop and implement a plan to achieve maximum results. Manage large, complex projects to success. Achieve significant customer case tracking M.S., Applied Mathematics/ and quality improvements (root cause analysis, drastic reductions in Operations Research escalations, shorter time to revenue, process automation, better customer (College of William & Mary) NPS scores). Williamsburg, VA, USA Strengths B.A., Mathematics (Western Quality Management | Business Process Improvement | Project New England College) Management | Program Management | Change Management | Sales Springfield, MA, USA Enablement | Leadership | Strategic Planning | Business Storytelling Certificate, Project EXPERIENCE Management (University of Quality Assurance & Improvement Senior Specialist -) New Hampshire) Quality Assurance & Improvement Specialist -) Durham, NH, USA Amadeus Global Travel/Hospitality Solutions Portsmouth, NH ● ● Utilized experience with Hospitality products to establish and Graduate (Leadership manage a customer onboarding escalations case queue in Seacoast) Salesforce. Portsmouth, NH, USA Tracked and analyzed case metrics to reduce misses, improve processes, automate routine tasks, and update training content. ● Built and ran PowerBI reports to provide real-time metrics and presented to global teams to boost quality and consistency CERTIFICATIONS across products. ● Rolled out new communication and collaboration tools and ● processes across functions to improve the customer experience and reduce time to revenue. ● Professional (PMP) ● Led many successful internal projects with dozens of stakeholders from initiation through adoption, leading to better ● voice, reducing inconsistencies in message and tools. Certified Problem and Change Manager Led a Change Management community of practice to share knowledge and resources toward a harmonized approach and Salesforce Certified Administrator ways of working across teams. ● Project Management (CPCM) ● SAFe Scrum Master EXPERIENCE Enterprise Project Manager -) Amadeus Global Travel/Hospitality Solutions Portsmouth, NH ● The Enterprise PM role is responsible for aligning the Amadeus Hospitality Americas group with the needs of the customer. ● Role includes supporting the planning, managing and reporting for one or more corporate projects and is ultimately responsible for the overall success of a program of multiple projects. ● Projects are non-routine implementations of applications and products in the hospitality industry, and include strong customer management, change management, risk management, process development, documentation, planning and communication skills. Program Manager III -) Program Manager II -) Program Manager I -) Measured Progress Educational Assessment Solutions Dover, NH ● Managed several projects within Client Services, with the states of Massachusetts, Ohio, Michigan, and New York, as well as the Partnership for Assessment of Readiness for College and Careers (PARCC). ● Responsible for oversight of schedule, budget, and deliverables for all projects. Coordinated activity within all operational groups including item development, publications, production, scoring, research and data analysis, psychometrics, and reporting, as well as the executive leadership group and the client. ● Supervised and mentored five direct reports and several indirect reports. ● Recognized by upper management for employing efficiencies that saved hundreds of thousands of dollars annually, and establishing lasting ties with important clients. ● Served on the Client Services Best Practices committee and, as committee lead, to guide improved communication and standard operating procedures. Media Editor -) Pearson Education Educational Publisher Boston, MA International Fellow -) Ngee Ann Polytechnic Post-secondary Educational Institution Singapore Development Editor -) Houghton Mifflin Educational Publisher Boston, MA Michael J. Richards