Sue Gildea

About Sue Gildea

Passionate about unlocking human potential!I am passionate about unlocking human potential and possess extensive experience in guiding teams and enhancing customer experiences within contact centers and service operations. I deliver projects on time, on target, and on budget. My career progression naturally led me to focus on managing projects rather than personnel, driven by a desire for continuous growth and development. I successfully managed teams of helpdesk staff, Engineers, and Field Technicians, all committed to delivering exceptional support and innovative solutions. My contributions include: the development of comprehensive training materials and the enhancement of performance through the implementation of new Quality Assurance initiatives. Furthermore, I have closely collaborated with IT to effectively integrate new software solutions. In partnership with executive management, I played a pivotal role in the formation of strategic plans and change management policies, earning promotions and assuming significant responsibilities for key projects. My efforts are recognized through exceptional feedback on project delivery and customer service experiences from over twenty clients. I also utilize Lean and Six Sigma methodologies to streamline processes, simplify operations, and promote continuous process improvement

Experience

1. Senior Project Manager

   Dragonfly Health

   Jan 2026 — Present

Education

• Saint Joseph's University - Erivan K. Haub School of Business

  BS - Management

  2000 — 2004

• American Society of Training & Development (ASTD)

  Managing Learning Programs certificate, Workforce Development and Training

  2013 — 2013

• Cornell University School of Industrial and Labor Relations

  Certificate, Diversity, Equity, and Inclusion

• PROSCI

  Change Management Certification

  2008

• Humana

  Certification, Lean/Six Sigma

• GoLeanSixSigma.com

  Yellow Belt Certification, Business Management & Organization

  2020 — 2020

• Scrum Alliance

  Certified Scrum Product Owner (CSPO)

  2017

• American Water Works Association (AWWA)

  Management & Supervision Certificate Program

  2012 — 2012

• American Water Works Association (AWWA)

  Customer Service Certificate Program

  2008 — 2008

Skills

• Motivation
• Operations Management
• Crm
• Employee Training
• Vendor Management
• Project Planning
• Leadership Development
• Change Management
• Program Management
• Empathy
• Utility Industry
• People Skills
• Visio
• Budget Monitoring
• Recruiting
• Team Management
• Data Analysis
• Project Management
• Microsoft Office
• Continuous Improvement
• Resourceful Problem-Solving
• Cross-Functional Team Leadership
• Customer Relationship Management
• Software Documentation
• Business Process Improvement
• Educational Leadership
• Creative Writing
• Process Improvement
• Team Building
• Management
• Quality Assurance
• Employee Relations
• Public Speaking
• Training
• Customer Satisfaction
• Analytics
• Personnel & Team Development Strategies
• Customer Service
• Team Leadership
• Business Analysis