Hyanna Hookoom

Collaboration

Collaborate with project managers to create detailed project plans, including scope, timelines, milestones, and deliverables.
Assist in development of project schedules, taking into account resource availability and dependencies.

Task Assignment:

Allocate tasks and responsibilities to team members based on their skills and expertise.
Ensure that project tasks are clearly defined, and team members understand their roles and responsibilities.

Timeline Management:

Monitor project timelines and milestones, identifying potential delays and taking proactive measures to keep projects on track.
Coordinate with project managers to adjust schedules as necessary, considering changes in project scope or resource availability.

Resource Allocation:

Work closely with project managers to allocate resources effectively, balancing workloads and ensuring that team members have necessary tools and support.
Optimize resource allocation to maximize efficiency and minimize bottlenecks.

Tracking Progress: Monitor progress of projects, track resource usage, and identify and address any issues or delays.

Communication Facilitation:

Facilitate regular communication within project teams, ensuring that team members are aware of project goals, timelines, and any changes.
Act as a liaison between project teams and stakeholders, providing updates and addressing concerns.

Risk Management:

Identify potential risks to project success and collaborate with project managers to develop risk mitigation strategies.
Monitor and assess risk throughout project lifecycle, adjusting plans as needed to address emerging issues.

Project Documentation:

Maintain accurate and up-to-date project documentation, including project plans, status reports, and change logs.
Ensure that project documentation is accessible to relevant stakeholders and team members.

Quality Assurance:

Collaborate with project teams to establish and maintain quality standards for project deliverables.
Implement quality control measures to ensure that project outputs meet established criteria.

Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance project efficiency and effectiveness.

In parallel, my duties as Service Delivery Consultant:

Establishing Support Procedures: Develop and implement procedures for the support team, detailing how to handle tickets, manage escalations, meet client expectations, write professional emails, and follow up on tickets until closure. Customizing ticketing platform to track down tickets.

Setting Up Communication Templates: Create templates for communication with clients and within the team to ensure consistency and professionalism in all interactions.

Team Follow-Up: Regularly follow up with team members to update on ticket statuses, set actions where applicable, and ensure that support processes are being followed.

Client Relationship Management: Meet with clients to discuss support contract renewals, address any issues or concerns, and maintain positive client relationships.

Contract Proposals: Work on proposals for new support contracts, including defining services, pricing, and terms to meet client needs and win new business.

Support Contract Optimization: Analyze support contract usage and identify opportunities to optimize services and resources to maximize value for both the client and the company.

Budget Management: Manage the yearly support contract budget, ensuring that resources are allocated effectively to meet client needs while staying within budgetary constraints.

In parallel, my duties at organization level:
Interdepartmental Collaboration: Refining and setting new procedures to facilitate effective collaboration between departments, ensuring that information and resources are shared efficiently.

Client Collaboration Platforms: Setting up new platforms for clients to collaborate with the organization as a cohesive unit, rather than interacting with individual departments, to enhance the overall client experience.

24/7 Support Services: Refining and setting new procedures to enable the organization to provide 24/7 support services, ensuring that support is available to clients at all times.

Project Management Procedures: Refining and setting new procedures for project managers to ensure that projects are planned, executed, and monitored effectively to meet client requirements and organizational goals.

Support Contract Management: Refining and setting new procedures to manage support contract services, including contract renewal, service level agreements, and client communications, to optimize service delivery and client satisfaction.

Forecasting: Assist department with forecasting by analyzing historical data and current trends to predict future outcomes and help make informed decisions.

• Define project scope and develop comprehensive project plans.
• Develop policies and procedures to support the achievement of project objectives.
• Identify, manage, and coordinate project stakeholders and team members.
• Manage communication, risks, and conflicts within the project team.
• Track project progress and ensure regular project status reporting.
• Determine and implement corrective actions when necessary.
• Ensure the proper delivery of projects in accordance with established timelines and quality standards.

• Delivering quality interfaces (Exports) as per targets set via technical services methodologies on a quarterly basis.
• Managing projects ranging from small to enterprise level over a quarter.
• Setting up conference calls for report script development
• Leading calls with clients and third parties
• Analyze situations, provide realistic estimates, and highlight risks when necessary.
• Gathering requirements, analyzing specifications
• Assessing the feasibility of requests and proposing alternate solutions.
• Development and scripting of solutions.
• Testing and process improvement.
• Provide post Go Live support.
• Sign-off procedures respected at each milestones
• Deliver training to new joiners on XML & XSLT, provide an overview of the Dayforce Product, set assessments, evaluate performance, and report feedback to upper management.
• Send weekly updates and reports to project managers onshore regarding the status of each process for each project.
• Mentor and coach a team of five new joiners.
• Review deliverables of mentees in parallel of my existing duties

• Ticket (issues logged) assignments- triage
• Solve tickets- Investigations, Step wise documentation of findings
• Provide assistance- Set up calls to walk through the process with Client/Consultants
• Prepare structured weekly reports on progress of each ticket to Partner Support Manager
• Coach and guide new North American consultants on the process.
• Monitor and manage ticket queues to ensure timely resolution of issues.
• Prioritize and escalate tickets as necessary.
• Conduct regular team meetings to review ticketing trends, share best practices, and address any team concerns.
• Develop and maintain knowledge base articles to assist in issue resolution and training.
• Collaborate with other teams to address complex technical issues.
• Provide on-call support outside of regular business hours as needed.
• Identify opportunities for process improvement and implement solutions to enhance efficiency and customer satisfaction.
• Mentor and coach team members to enhance their technical skills and customer service abilities.
• Conduct performance evaluations and provide feedback to team members.
• Coordinate onboarding, and training of new support team members.

• Troubleshoot hardware and software problems on personal computers.
• Troubleshoot peripherals such as printers, monitors, and projectors.
• Update website content.
• Design PowerPoint presentations.
• Design posters for various purposes.