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Maria Erland

Maria Erland

Project Manager


El Segundo, CA

I make sure that doesn’t happen to you!






Program Director, Customer Experience Optimization

Led team comprised of key contributors from all functions of Genesys (Finance/Accounting, Product Management, IT, Customer Service, HR & Professional Services) to build integrated technical systems, business processes and measurable metrics, based on the Net Promoter System (NPS), which improved Customer Experiences for their direct and indirect customers, globally (improving their NPS Score 15.3% to 25.8% in six months).

Materially shaped the program to get the maximum positive outcome for the organization

1. Listen to and engage customers throughout the entire customer life-cycle,
2. Quickly identify issues, especially those with significant impact to the broader customer base, (involving relationship, revenue and customer support costs) resolve them, and measure the results (revising as needed)

Changes impacted all core departments and implementing new transactional systems (ie. ERP & CRM).

Career medium 04
Career medium 05


Solutions Program Management, Rovi Entertainment Store

Created a Solutions Program Management team that is responsible for delivering complete customer solutions from the development of the statement of work (SOW) to steady state operations. Our team takes discrete products from the Rovi Entertainment Store product line and facilitates any customization as a starting point. Identifying all supporting requirements (marketing plans, devices to be supported, third party legal agreements, customer services tools and processes and most importantly planning the delivery movie & TV titles) the solutions team builds plans with a wide variety cross functional, globally located teams. Our business and product development cycles are fast-paced, challenging and always shifting, responding to the dynamic marketplace as well as our consumers’ needs. The Solutions Program Management Team responds and ensures successful customer launches.


Director, Project Management Office

Transformed IT project coordination team into Enterprise Project Management team responsible for projects that created new consumer facing products, new lines of business and enhancements to Implemented iterative project management process with associated KPI’s and metrics to measure benefits to the business. Developed PriceGrabber’s first project roadmap and delivered all planned projects first quarter roadmap was used. Defined the scope of, prioritized and delivered multiple concurrent projects in a fast paced environment with very limited creative and technical resources.

■ Effectively managed project portfolio, with evolving priorities, while planning and managing individual projects and programs. Projects included a consumer facing website redesign, a new daily deal aggregation online product and the creation of a new business venture, P3 Digital Media, while simultaneously governing 15+ other smaller but important initiatives being managed by other project managers.
■ Increased effectiveness and availability of QA testing 100% by systematically identifying process issues and collaborating with Product, Software Engineering & QA to resolve.
■ Delivered new business venture, P3 Digital Media, and its proprietary ad networking platform in less than five months. Focused on obtaining expected results as quickly as possible, new venture booked revenue of $418,000 two months before platform was completed.
■ Built new project management team & processes, including organizational consensus on new iterative, lean project management methodology. Documented project business process.

Career medium 01
Career medium 01

ING Advisors Network

Project Management Director

Prioritized, governed and managed the delivery of $10M+ project portfolios negotiating for limited resources and resolving competing priorities from Project Advisory Board. Managed geographically dispersed team of 14 Project Managers and Release Managers.

■ Reduced project expenses 25% by establishing cross function steering committees for each project and training project managers on forecasting techniques. Worked closely with finance to ensure forecasts and actuals were booked correctly with an emphasis on ensuring reductions were called out and noted.
■ Increased adoption of project management tools, processes & methodology and as a result was requested to represent Advisors Network’s CIO in an project management forum created to increase effectiveness of project management throughout the enterprise.
■ Used CA’s Clarity for resource management, time tracking and surfacing risks, project status and portfolio status to the enterprise PMO.
■ Coached project managers on the effective use of MS Project to build project schedules based on dependencies and work effort estimates exclusively. Utilized project slack time in a way that minimized padding from individual contributors.
■ Successfully planned & delivered 34 high priority projects in 18 months under budget. Portfolio continually evolved, requiring the start of new projects and suspending others, as priorities changed due to market changes.


120 VC

Sr. Program Manager, Vice President of Consulting Operations

Responsible for client business relationship management and project success. Sold & managed high profile website projects while directing 13 project managers and business analysts in the completion of customer engagements.

■ Led multi-year initiatiave that transformed from stale html site to robust sales channel (118% sales increase year 1, 18% year 2 & 15% year 3) and customer support hub in multiple phases. Full end to end site redesign and eCommerce implementation including infrastructure refesh and utilizing ATG Commerce Suite with Teamsite content management under new security mandates i.e. PPI protection. Led 100+ person team and successfully managed $7M project budget. Included improving financial transaction authenticity, controls and visibility.
■ Modeled & implemented detailed monthly project financial forecasting that ensured costs were accrued and tracked correctly for client’s finance director. Responsible for detailed forecasts of multiple projects with $10M+ aggregated budgets.
■ Led effort to resolve SOX audit deficiencies including making necessary SAP changes, defining roles and eliminating segregation of duty conflicts, streamlining SAP reporting and distribution.
■ Skillful in communicating status, technical concepts, issues and recommendations to senior management. Lauded by CAO, CIO and COO’s for providing meaningful status on projects and bringing issues to light with all relevant information needed for the executive team to make an informed decision, quickly and efficiently.

Career medium 01
Career medium 03

Warner Home Video

Sr. Project Manager (Consultant)

Hired to plan & implement global CRM application with B2B interface in 12 countries. Retained to plan and launch SAP FI/CO international interfaces for North American and global Warner Home Video companies and establish By Title reporting in SAP using legacy financial data.

■ Reduced collateral distribution costs $1M in first year by launching 16 B2B sites. Resulting application was easier to support, allowed territory customization (including translation into 23 dialects) while maintaining strict control over data management including the interfaces to the B2B site, financial data warehouse and accounting/participation/residual systems.
■ Collaborated with North American & International head of finance to define their post SAP implementation requirements in regards to monthly close cycles, financial statements and reporting. Evangelized those requirements to SAP FI/CO & BW project teams. As their advocate, resolved numerous technical issues and designed a translation engine to facilitate summarization of film franchise reporting.


Sony Pictures Entertainment

Sr. Project Manager (Consultant)

Planned and managed multiple systems projects using PMI and PPM tools & methodologies, focusing on meeting defined business objectives and resolving competing customer requirements.

■ Analyzed existing financial applications, processes and resources. Using analysis, developed specific recommendations for reducing business risk associated with poorly managed business critical applications. Recommendations to CFO & CIO included product selection, migration strategy, risks, costs and timelines.
■ Additional projects included negotiating contract with third party reseller and deploying RIM’s Blackberry devices to the executive and senior leadership teams, establishing a secure digital content pipeline & planning the migration of all applications to the Sony corporate data center which sped implementation of new initiatives and decreased operational costs.

Career medium 02
Career medium 06

Vivendi Universal

Business Relationship Manager, Director

Forecasted and delivered all technology services to assigned Universal Music Group group while directly managing a team of Project Managers and Business Analysts. Administration and first line approval for $90M annual technology and services budget.

■ Improved performance of global infrastructure organization to Universal Music Group through analysis and documentation of critical business needs and negotiating changes to services and their associated expenses.
■ Successfully improved perception of IT organization and its services through timely resolution of specific issues and presenting results via scorecards monthly to the CFOs of Universal Music Group’s labels (13 different labels).
■ Negotiated services contract between newly divested TV division and service bureau including defining both services and support models and negotiating costs. Contract became model for all future relationships of a similar nature.



Project Manager

Project Manager & Consultant

• Participated in the sales cycle ensuring that proposals were comprehensive and viable while ensuring we would meet customer expectations

Career medium 02

The George Washington University - School of Business

Master's Certificate, Project Management

Pragmatic Marketing

Pragmatic Marketing Certified (PMC-II), Pragmatic Marketing Framework

Courses Taken: Practical Product Management & Requirements That Work

Pragmatic Marketing changed their curriculum and at the same time changed course names and certification names after I was certified, so I included both names for reference. As a side note, I only missed one question on the certification exam.

Education medium 02