Yukiko Mattfeld

About Yukiko Mattfeld

With over 14 years of experience in project management, I have successfully delivered…

Experience

1. Sr Project Manager

   Omni Interactions

   Mar 2024 — Present · Denver, CO, US

   Responsible for providing project management services on multiple North America regional projects including designing and planning activities required to deliver projects successfully. Managed multiple implementation projects per the defined standards, processes, tools and templates. Participate in RFP preparation Review the SOW with the objective of: Providing feedback or recommendations on how to address gaps in the SOW and clarify points to make it easier for the operations team to interpret the conditions; Understanding the contract conditions that will have an impact on the financials and operations performance; Understanding points in the contract that needs to be considered during the design stage that will contribute to a better performance in operations. Design ramp plans that will ensure a successful implementation. Interact with different functional groups to plan activities. Conduct due diligence to gather important information needed to design implementation plans and to aid the team in meeting performance metrics. Identify resources required for the project to ensure successful implementations. Coordinate activities between the different functional groups to ensure deliverables are met. Provide project status report to clients and Omni executives. Escalate issues that may potentially impact delivery of the project. Ensure that all support systems are in place before production: HR requirements, training processes, forecasting methods, invoicing, QA monitoring process and documentation of support processes. Ensure adequate documentation of project activities to allow benchmarking of best practices and learning from failures. Manage client relationship by setting expectations, providing regular updates on progress of projects. Develop and deliver Implementation Project Leadership Training. Identify process gaps and recommend corrective action. Mentor new Implementation Project Leaders.

Skills

• Customer Retention
• Customer Service
• Training
• Customer Satisfaction
• Call Center Development
• Iex
• Microsoft Office
• Process Improvement
• Customer Support
• Hiring
• Business Process Improvement
• Operations Management
• Telemarketing
• Management
• Team Building
• Program Management
• Software Documentation
• Customer Experience
• Performance Management
• Crm
• Employee Training
• Contact Center Management
• Contact Centers
• Employee Relations
• Vendor Management
• Project Management
• Account Management
• Change Management
• Service Delivery
• Technical Support
• Contact Center Operations
• Coaching
• Troubleshooting
• Call Centers
• System Administration
• Outsourcing
• Recruiting
• Team Leadership
• Bpo
• Time Management