Resume

MELANIE WILLIAMS, MBA, CSM, PMP

  • PMP-certified program & project manager with 10 years of experience planning and implementing global, company-wide, and client-facing projects that exceed expectations on time and on budget
  • Multi-faceted implementation leader skilled in managing system implementations, customer accounts, & product development life cycle projects. 
  • Certified Lean Six Sigma process improvement leader skilled in helping service & product organizations increase productivity and improve the customer experience. 
  • Industry experience includes managing technical, operational, marketing, quality, and product launch projects across global healthcare & medical equipment organizations, marketing agencies, small businesses, solopreneurs/content creators, & nonprofits.
  • Technical Skills include: Google Suite, Notion, Microsoft Office Suite, Salesforce, ServiceNow, JIRA, Asana, Monday, Trello, ClickUp

RELEVANT EMPLOYMENT EXPERIENCE

Freelance Project Manager & Process Improvement Consultant | August 2017 – Present 
  • Provides end to end launch project management support for new product and service launches/expansions, mergers & acquisitions, technical system implementations, event management, campaign management, and CRM or project management tool maintenance
  • Manages client accounts/projects, communications, deliverable deadlines, and task delegation for branding, marketing, and web design agencies
  • Helps growing businesses scale to increase profit and productivity by conducting operational audits, streamlining end-to-end client and team processes, setting up CRM and PM systems/tools, developing SOPs, and conducting project management training for employees/contractors.
  • Client base has included: brand consulting agencies, marketing/web design agencies, content creators/influencers, stationary companies, digital healthcare content development companies, and health & wellness businesses.
Mercy Health – Lead Enterprise Project Manager | October 2023 – February 2024 (Contract)
  • Served as a project management consultant for C-suite level stakeholders for the 5th largest health system in the US by executing enterprise-wide strategic projects which included scoping, planning, and managing projects from end to end, coordinating project teams, driving communication management, illustrating project progress through reporting, and providing PM advisory to ensure project success
  • Served as lead agile PM for EPIC Cheers implementation which included leading technical & informatics teams and utilizing Agile methodology to facilitate scrum meetings, manage stakeholder expectations around product delivery, and working with technical teams to complete EPIC build, two way Salesforce integration, Microsoft Dynamics AI integration, and employee training
Senior Technical Project Manager  | Northside Hospital | Atlanta, GA | February 2023 – October 2023 (Contract)
  • Led 11 system-wide IS Application implementations from start to finish across a 5-hospital health system impacting over 30K employees. Work included developing project charters, creating detailed project plans, ensuring resource availability/allocation, coordinating with third-party vendors, communicating weekly project status reports, maintaining project documentation, and delivering projects on time, within budget and scope
  • Led technical projects such as ServiceNow implementations, practice mergers & acquisitions, EMR data migrations, telecommunication migrations, vendor system selections, patient monitoring application implementations, Cerner dashboard builds, supply tracking tool implementations, HIM and scheduling system upgrades, and rounding tool implementations
Global Product/Program Manager | Philips – Behavioral Health Technology | Atlanta, GA | March 2022 – March 2023 
  • Accountable for the development, execution, and ongoing success and delivery of the business strategy for the Ambient Experience for Behavioral Health product valued at ~$4M in annual revenue. Work included growing the sales funnel by 78% within 5 months, developing strategic working relationships with ~60 clients, managing customer project scoping & design, managing vendor communications, keeping executive stakeholders informed on sales funnel progress, and serving as the subject matter expert for the behavioral health solution.
  • Supported product development, commercialization, and launch efforts in the market to support business strategy and growth. Worked with cross-functional teams and 3rd party suppliers on requirements gathering, risk assessments, and managing the overall PDLC process to ensure product deliverables aligned with market strategy, customer needs/wants, cost-benefit analyses, and safety requirements 
  • Drove a 30% improvement in project efficiency and a 30% decrease in project lags by defining project work streams, developing end-to-end processes for customer relationship management & execution of project deliverables, & developing process roadmaps for troubleshooting, service, and documentation to ensure streamlined program delivery. 
Service Excellence Project Manager | Philips – Service & Solutions Delivery | Atlanta, GA | March 2021 – March 2022
  • Executed 9 operational improvement projects across the North American market of over 20K employees to transform service-related end-to-end processes, optimize daily management data reporting, and increase user adoption of applications
  • Improved service response requests by 20% within 90 days by utilizing LEAN methodologies to identify opportunities to streamline cross-functional work, resulting in increased customer satisfaction
  • Led 5 quality projects to investigate root causes of noncompliance within service teams and collaborated with leadership to plan and implement corrections to ensure regulatory compliance
  • Drove 98% technical training compliance for service managers and engineers by organizing all employee onboarding & training programs to ensure employees were adequately trained to perform service
Lead Project Specialist | Piedmont Healthcare | Atlanta, GA | Jan 2019 – March 2021
  • Provided project management support for system-wide strategic, technical, quality, and performance improvement projects across a clinical integration network of 11 hospitals & 400 ambulatory practices — engaging C-suite leaders, 2500+ physicians, and operational leaders to integrate software applications, improve quality & patient outcomes, reduce costs, and ensure regulatory compliance. 
  • Served as integration champion & onboarding liaison for over 300 physicians by providing software & EMR documentation training in EPIC, implementing marketing and referral-building strategies, providing clinic workflow recommendations, and being a communication channel between physicians/staff and C-suite leaders
  • Leveraged Agile & Scrum methodologies for the 250-person quality & clinical integration team  to support clinical & quality dashboard builds & upgrades through facilitating sprint planning, daily stand-up calls, testing, and sprint reviews to increase functionality and use of daily quality and safety performance tracking
Marketing & Operations Program Coordinator | Emory Healthcare – Pulmonary | Atlanta, GA | Dec 2014 – Jan 2019
  • Led strategic marketing & operational projects to increase referrals by 50% through relationship management and improve operational efficiency by 40% through workflow optimization and employee training
  • Served as improvement lead for patient access & call center operations for the Internal Medicine Specialities department
    • Led initiatives to optimize phone triage processes, re-train call center employees on scheduling best practices, and redesign physician schedules to increase new patient access
    • Results included a 30% increase in patient access, a 20% decrease in appointment turnaround times, and a 25% increase in patient satisfaction scores
  • Managed daily operations, internal projects, and outreach efforts, which included collaborating with physicians, clinical research teams, & operational leaders to improve patient access, standardize processes, and build community influence through outreach programs

EDUCATION, CERTIFICATIONS, & SKILLS

Project Management Professional (PMP) Certification | Project Management Institute 

Certified Scrum Master (CSM) Certification | Scrum Alliance Organization

Master of Business Administration (MBA) Degree | Brenau University

Bachelor of Science Degree | Auburn University  | Major: Biomedical Sciences

Lean Six Sigma Certification Green Belt | Six Sigma Global Institute