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Penny Pitts

Penny Pitts

Project Manager, Product Development, Emergency Cardiovascular Care

American Heart Association | American Stroke Association

McKinney, TX

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American Heart Association | American Stroke Association

Project Manager, Product Development, Emergency Cardiovascular Care

Responsible for driving the successful completion of projects by assisting teams in initiating, planning, executing, monitoring, controlling and closing assigned projects. In cooperation with colleagues and staff, prepare project plans to include: defined scope, deliverables, schedules, status reports and other documentation needs. Work collaboratively with the Product Manager, Market Leader, and other assigned team members to drive deliverables so that the product is delivered on time, to the specified cost, quality and performance as proposed.

Career medium 01
Career
Career medium 02

American Heart Association

Manager, CEO Operations

Handle presentations and creative projects for the Chief Executive Officer, Chief Mission Officer and Chief Administrative Officer. Provide support to Chiefs in their efforts to strengthen relationships with staff, volunteers and external constituencies on an ongoing basis. Oversee CEO Office staff and assure sound office management. Initiate and follow through to completion the implementation process with client, vendors, and internal staff to meet client and company requirements, in a timely and efficient manner. Provide meeting facilitation and project management for the Executive Leadership Cabinet, New Board Orientation, New Officer Orientation and assign follow up for AHA staff and volunteer senior management teams. Maintain status reports as well as provide project assistance to the Association’s strategic planning and knowledge management functions. Project Support for mission-strategic projects as needed.

Career

American Heart Association

Special Projects Coordinator

Work closely with internal customers providing custom reporting and feedback on Center Operations as requested. In charge of National Service Center Quarterly Billing. Work closely with Operations Manager on National Service Center Budget Operations/Management. Daily contact with members of management providing tracking, process implementations, and service level agreement information to meet the Company’s requirements. Created Operational Reporting to monitor center’s performance. In change of all center analytics for the purpose of better customer service practices. Oversee all statistical and real time reporting for the National Service Center. Work on special projects as assigned by National Service Center Director and Operations Manager.

Career medium 06
Career
Career medium 01

American Heart Association

Customer Service Supervisor

Daily evaluation of customer care specialists’ performance to meet company’s expectations for maintaining quality customer service by using custom reporting and monitoring CMS. Oversee a team of up to 25 customer care specialists and work closely with other members of management to meet performance goals. Service Spanish calls when needed. Extensive data entry in Siebel as well as Internet research regarding medical conditions. Work closely with BSA assisting with Scheduling and any other special projects. Have proven track record of achieving National Contact Center Service Levels of 90% or more. Played a key role in the National Service Center conversion to 24/7. Created reports that have been implemented to the daily operations of the center.

Career

ADR

Internet Manager

Create and maintain all Customer Internet accounts. Oversee multiple agents in the retail department. Generate presentations regarding business demographics, company numbers etc. and present to key clients in important business meetings. In charge of company website on Front page. Generate sales reports for CEO, coordinate business meetings, heavy customer service. In charge of merchandise rack designs for stores like Calico Corners and The Great Indoors.

Career medium 03
Career
Career medium 05

Rexel

IS Documentation Specialist (Consultant)

Maintain system up to date including employee information and products in all states, answer heavy phones. Lead monthly classes on the proper way to use the implemented warehouse systems. Design and update company intranet site through Front Page. Work on helpdesk, customer service, providing help to user problems and questions.

Career

Matria Healthcare

Implementation Manager

Act as the primary liaison between company and client to set client expectations throughout the implementation process. Initiate and follow through to completion the implementation process with client, vendors, and internal staff to meet client and company requirements. Establish and document client specific objectives, operational procedures and processes, and structures to effectively develop a program implementation plan. Effectively lead on-site and phone launch meetings with the client and identified internal staff. Conduct and document pre-implementation and post kick-off meetings with clients to address each operational issue identified for action and successful implementation. Build online web system to meet company quality assurance standards. Conduct job function in a manner that promotes a high level of customer service to both internal and external customers. Conduct post-launch meetings that include the client, and Matria operations personnel to assess program effectiveness of implementation.

Career medium 06
Career
Career medium 01

American Heart Association

Project Director, CEO Operations

Provide meeting and project management for various Taskforces and Committees by managing agendas, meeting minutes and assigning follow up for AHA staff and volunteer senior management teams. Maintain status reports on the Board of Directors top priorities, Coordinating Committees, Cultural Competence Key Work Processes and Strategic Initiatives Fund. Provide project management to the Association’s strategic planning and knowledge management functions. Implementation and completion of special projects as assigned.

Career