Candidates About

William Middleton

Project Manager

An accomplished project manager with proven experience overseeing high-value projects, programs, and initiatives, with expertise partnering cross-functionally with multiple business units to ensure on schedule and within budget completion. Adds value to an organization with a strong technology and web background, as well as a strong focus on the customer with awareness of Key Performance Indicators (KPI) and client Service Level Agreements (SLA).

Core Competencies

● Internal & External Communication                     ● Policy & Process Improvement                        ● Cross-Functional Collaboration

● Project & Program Management                         ● Key Performance Indicators (KPI)                    ● Team Leadership & Management

● Strategic Planning & Execution                             ● Project Performance Monitoring                     ● Coaching, Training & Mentoring

Professional Experience                                                                                                                            

INVESTOR’S BUSINESS DAILY – Los Angeles, CA                                                                                                                                02/00 – 05/16

Web Project Manager (11/07 – 05/16)

Partnered cross-functionally with numerous business units and departments to implement changes to websites and supporting systems. Gathered requirements and wrote business specifications for developers to build new products and tools for the website. Maintained and administered web analytics systems and provided reporting and analysis to management. Created and added content to the website, in addition to managing and maintaining RSS feeds for partnership engagements.

·         Ensured projects stayed on schedule and within budget by planning and leading kickoff meetings, preparing status reports, leading requirements definition, meeting with developers, using PM software for project tracking, and seeing the project through from start to finish.

·         Played a major role in a complete website redesign project, increasing monthly page views from about 10 to 30 million.

·         Led the highly successful project to switch stock quotes from the standard 20-minute delayed quotes to an industry-leading website with real-time quote capability.

·         Provided hands-on training on systems, products, and tools to appropriate internal and external stakeholder groups.

·         Maintained relationships with vendors and ensured 100% alignment with partner contracts and Service Level Agreements (SLA).

·         Maintained and distributed web analytics dashboards to help key stakeholders and business unit leadership to make appropriate decisions to meet Key Performance Indicators (KPI).

·         Reviewed reports of website issues, and led troubleshooting efforts to determine if each was universal or isolated. Wrote bug reports and change request tickets to ensure a swift resolution.

Customer Service Manager (02/00 – 11/07)

Managed day-to-day operations for a customer service call center, including floor operations, support, staffing, scheduling, performance analysis, KPI monitoring, training, and development.

·         Ensured 100% floor coverage during high-volume periods, monitoring ACD and reassigning associates as necessary.

·         Improved performance at the individual, team, and call center level by monitoring incoming calls to ensure quality, analyzing performance measures, and communicating to associates and management.

·         Generated leads and sold subscriptions to new and existing customers by building relationships and capitalizing upon cross-selling opportunities.

·         Led the large-scale integration and implementation of the Responsys B2C customer contact system, increasing customer satisfaction while reducing call times 66%.

·         Represented the company at financial seminars nationwide as a Subject Matter Expert (SME) on company services, products, and industry best practices.

Education & Training                                                                                                                                  

California State University, Los Angeles

Bachelor of Science (BS) in Business Administration, Concentration in Marketing Management

JIRA, Visual Studio Team System (VSTS), Team Foundation Server (TFS), Adobe Analytics, Google Analytics, Parsely, Photoshop, WordPress, In-house CMS, Slack, Responsys (prior to Oracle acquisition), MS Word, Excel, Outlook, PowerPoint, Access, and more