SHERYLL LYN LAI
SENIOR MANAGER, SOLUTIONS ARCHITECT
Pasig
Summary
Results-driven Implementation Project Manager committed to reengineering and delivering consistent and strategic end-to-end business process solutions. Analytical professional well-versed in coordinating and prioritizing project tasks, managing timelines and maintaining project plans to communicate status to clients and senior management. Offering 6 years of vast experience overhauling call center processes. Communicative leader with proven track record of proactively identifying and resolving problems with creative solutions.
Overview
20
20
years of professional experience
2005
2005
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Senior Implementation Project Manager
Premier NX
10.2022 - Current
- Led and managed complex enterprise client implementations across various industries, exceeding client expectations and achieving high customer satisfaction rates.
- Successfully implemented 8 major projects, delivering solutions that improved client operational efficiency by an average of 25 - 40% and reduced costs by 20%.
- Built and mentored high-performing implementation teams, fostering a collaborative and results-oriented environment that consistently exceeded project deadlines and budget targets.
- Developed and implemented best practices for project management methodologies, including Agile and Waterfall, resulting in improved project predictability and reduced risk.
- Proactively identified and mitigated potential implementation challenges, ensuring smooth project transitions and minimizing client disruption.
- Cultivated strong client relationships through proactive communication, regular project updates, and a consultative approach to problem-solving.
- Collaborated closely with cross-functional teams, including sales, product development, and customer support, to ensure seamless project delivery and ongoing client success.
- Developed project plans identifying key issues, approaches and performance metrics.
- Led and managed staff of 15 team members engaged in administering complex new client Implementation.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
Training and Quality Manager
Premier NX, Libis
07.2019 - 09.2022
- Improved quality processes for increased efficiency and effectiveness.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Conducted regular training sessions for staff on quality standards and compliance requirements, bolstering overall quality awareness.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
Assistant Language Teacher
Borderlink, Inc
11.2017 - 01.2019
English Second Language Teacher
Minerva English School
04.2014 - 08.2017
Operations Manager
Convergys, Metro
10.2012 - 03.2014
Training Delivery Manager
Convergys, Metro
09.2011 - 10.2012
Product Specific Trainer
Convergys
10.2007 - 08.2011
Senior Technical Support Specialist
Convergys
03.2007 - 12.2007
Technical Support Specialist
Convergys
10.2005 - 03.2007
Education
Bachelor of Information Technology - Information Technology
University of The East
05-2005
Skills
Business processes
Business analysis
Project management
Project planning
Project implementation
Leadership Development
Generative AI
Strategic Negotiation
Operations Optimization
Business Development
Solutions Architecture
Certification
Project Management Professional
Affiliations
- Project Management Institute
- IT & Business Process Association of the Philippines
Timeline
Agile Awareness Training
02-2025
Master in End-to-End Solution Design & Development
01-2024
Project Management Professional
12-2022
Senior Implementation Project Manager
Premier NX
10.2022 - Current
Training and Quality Manager
Premier NX, Libis
07.2019 - 09.2022
Assistant Language Teacher
Borderlink, Inc
11.2017 - 01.2019
English Second Language Teacher
Minerva English School
04.2014 - 08.2017
Operations Manager
Convergys, Metro
10.2012 - 03.2014
Training Delivery Manager
Convergys, Metro
09.2011 - 10.2012
Product Specific Trainer
Convergys
10.2007 - 08.2011
Senior Technical Support Specialist
Convergys
03.2007 - 12.2007
Technical Support Specialist
Convergys
10.2005 - 03.2007
Bachelor of Information Technology - Information Technology
University of The East
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