1. Amber Dillard 1 7/27/2015
Amber Dillard
Sr. Project Controls Specialist
Mobile: (202) 679-1456
adillard@ppmsintl.com
Ms. Dillard has adaptive management qualities and customer service skills. She has
experience in regard to changing business goals. Ms. Dillard has demonstrated she is
innovative, motivated, hardworking, and productive, with a proven ability to deliver high
quality work and customer satisfaction. Ms. Dillard is a Project Controls Subject Matter
Expert for Project and Program Management Solutions, International (PPMS).
Ms. Dillard is a seasoned professional that has worked with both government and
commercial scopes of work. Highlights of career extend over a thirteen-year history in
various industries including: IT Services, Workforce Management, Program and Project
Management, Call Center Management and Services, Analytics and Training. Areas of
expertise are performance management, development and implementation of strategic and
operational initiatives, process development, forecasting, staffing, scheduling, training
development and delivery, budget management, customer service, project management and
database/tool maintenance. Ms. Dillard brings extensive experience in performance and
analytical methodologies as well as the development of interactive training for a multitude
of subjects. Ms. Dillard has a proven ability to effectively communicate and work with all
levels within an organization to achieve her goals.

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ProfessionalExperience
Project Position: Lead Instructional Designerand
QA Analyst
September 2013 to Present
Project Location: PPMS Int’l – Seoul, Korea
Yongsan Relocation Plan
Customer: Black Box Network Services
Ms. Dillard is charged with the development and delivery of training, analysis and
management of data, project deliverables and performance measures for the Yongsan
Relocation Plan in Seoul Korea. She is also responsible for the development and
maintenance of EVMS documentation.
Current Activities
 Development and delivery of Customer Account Management and Earned
Value Management Training.
 Supporting the client in preparation for the Integrated Baseline Reviews to be
delivered to the government.
 Assisting in the reporting and automation of data entry into various EVM
systems.
 Supporting the development and execution of a compliant EVM system. This
includes processes, applications, and training centered on providing
management and the respective client any and all artifacts necessary to best
manage the program.
Position: Performance Management Analyst December 2012 to August
2013
Company: URS
Location: Washington DC
Customer: US Army Information Technology
Agency
Ms. Dillard was hired to support the performance program for the US Army Information
Technology Agency (ITA) supporting 10 divisions and multiple locations including the
Pentagon and surrounding branches. Responsibilities were to conduct the day to day
operations of the Performance Management Program, support the development and
implementation of ITAs strategic and operational plans going forward and providing ITA
customers with their monthly, quarterly and annual performance of the services being
provided. Her accomplishments included:

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 Developed a fully automated performance dashboard provided on a monthly,
quarterly and annual basis. The dashboard was utilized by the ITA Executive
Leadership, customers supported within the Pentagon and the Office of the
Administrative Assistant to the Secretary of the Army.

 Supported the development of ITAs mission for the future to include Strategic
Lines of Effort and Operational Lines of Effort. All plans were coordinated
with the 4 main branches that made up the purview of the Office of the
Administrative Assistant to the Secretary of the Army.
 As ITAs strategic and operational plans were executed, responsible for the data
collection and reporting of the status as well as analysis of the performance of
the projects. This included an assessment of each of the projects to ensure they
were in line with the strategic and operational objectives laid out by the ITA
Executive Leadership.
 Developed the process to report on the security performance of all IT services
being provided as required by federal regulations. This process included a
traceability and quality assurance not previously deployed within the
organization. Responsible for providing the data and performance to the various
oversight committees including the Pentagon Area Council.
 Built effective relationships with team members to facilitate task assignment
and the identification of project timelines and deliverables.
Position: Performance Management Lead December 2010 to December
2012
Company: IBM
Customer: US Army Information Technology
Agency
Ms. Dillard managed the performance program for the US Army Information Technology
Agency (ITA) supporting 10 divisions and multiple locations including the Pentagon and
surrounding branches. Responsibilities were to mature the existing program in place, create
processes for all supporting performance metric analysts, data collection, automation and
briefing s to organizations Executive Leadership and customers being supported by ITA.
Her responsibilities included:
 Conducted a full assessment of the existing performance management program
which included 10 directorates and over 120 metrics being reported. Developed
and implemented a plan to streamline the performance measures to be utilized
by the organization in order to manage the IT services being provided to
multiple government agencies.

 Data collection and analysis of performance measures on a monthly, quarterly
and annual basis. Provided results and mitigation plans to each division within

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ITA, Executive Leadership, and multiple contractors including Lockheed
Martin and Booz Allen, customers supported by ITA such as the US Air Force,
the Pentagon and the Office of the Administrative Assistant to the Secretary of
the Army.
 Directly supported the Operational Requirements and Performance Board for
the Pentagon as well as the Pentagon Area Council. Delivered briefings and
responsible for actions items concerning the IT services provided within the
Pentagon to all branches of the government.
 Automated the data collection for multiple divisions, applicable analysis
methodologies that were previously not utilized, auditability of the collection
process as well as a data repository of all historical data. This involved the
integration of 3 databases and multiple tools used throughout the ITA
organization including Remedy, Crystal Reports and MS Project Management.
 Developed and delivered training to the performance metric analysts supporting
each of the areas within the ITA organization and Leadership. This training
included an overview of performance management, tools, process
implementation and analysis methodologies.
 Managed 4 direct reports providing direct training, performance feedback and
growth opportunities.
Position: Workforce Management Manager October 2009 to September
2010
Company: IBM
Customer: DRIS 2010 Census
Ms. Dillard was responsible for the management and development of Central and Site
WFM personnel. Responsible for the monitoring and reporting of forecasting, staffing and
scheduling for all outsource partners. She was also responsible for creating and
maintaining requirements to budget parameters. Her responsibilities included:
 Managed 11 Central WFM Analysts providing direct training, performance
feedback and growth opportunities.

 Directly monitored implementation of business directives to 11 call centers
nationally with +100 WFM Site Analysts.
 Provided weekly updates to IBM Leadership and Census Bureau regarding
performance metrics, current status of staffing and projected needs.
 Developed and delivered recommendations to ensure business goals were met
within the required time frame.
 Implemented changes of strategy based on workload and staffing in order to
ensure the accomplishment of business goals.

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 Coordinated with IBM finance team to ensure accuracy and determine overall
compliance to budget parameters, provided weekly reports of 11 outsource call
center billable hours for agents and support staff.
 Performed dual duties as Dialer Administrator monitoring and implementing
business strategy changes for +25 outbound campaigns including multiple
languages.
Position: Workforce Management Analyst May 2009 to October 2010
Company: IBM
Customer: DRIS 2010 Census
Ms. Dillard was responsible for the creation of Workforce Management operating
procedures and managing forecasting, staffing and scheduling for all outsource partners.
Developed and delivered training/maintenance on multiple systems and processes. Her
responsibilities included:
 Creation and development of methods, procedures and reporting for workforce
operational functions for Central and Site Operations.

 Creation of Training for Central and Site Operations, and Tools (Aspect
eWFM/Aspect RTA/OnQ Outbound Dialer).
 Delivery and coordination of Training for Central and Site WFM.
 Creation and implementation of 2 dynamic models to track workload and
staffing historically. Both models were also utilized for future workload
predictions and staffing needs based on real-time data and business strategy.
 Coordinated with multiple departments to staff 11 call centers for agents and
support staff within the parameters provided by the Census Bureau.
 Forecasting and staffing analysis for both inbound and outbound census follow
up calls.
 Created, maintained and administered schedules for +6K outsourced call center
agents throughout 11 sites nationally.
 Monitoring of call center agents using the Aspect eWFM scheduling software
and Cisco ACD system daily inbound and outbound.
 Provided support for Workforce Management groups at 11 call center sites
nationally as well as providing performance metrics.
Position: Sr. Workforce Management Analyst April 2008 to May 2009
Company: Sirius XM Satellite Radio
Customer: Sirius XM Satellite Radio Washington
DC
Ms. Dillard was responsible for managing forecasting, staffing and scheduling for all
outsource partners. She was Responsible for creating and maintaining requirements to

6. Amber Dillard 6 7/27/2015
budget parameters. Developed and delivered training on multiple systems and processes.
Her responsibilities included:
 Creation Responsible for forecasting all call volume by the half hour for 9+
departments.
 Responsible for creating and allocating staffing requirements to 9+ call centers
with multiple departments by month.
 Partnered with finance department to create and track required hours delivered
to each call center.
 Responsible for analyzing future scheduling by sites to their requirements and
providing feedback to optimize efficiency.
 Tracked historical call volume, average handle time and service levels to ensure
call arrival patterns were up to date with current trends in order to deliver
accurate requirements.
 Created and maintained multiple databases to track forecasting, actual call
volumes, and site performance data.
 Maintained databases to track daily, weekly, monthly, quarterly performance
and productive hours by site and department.
 Created multiple training manuals on tools and instructions on internal
processes.
Position: Sr. Staffing and Scheduling Analyst March 2007 to October 2007
Company: America Online
Customer: America Online Dulles VA
Ms. Dillard was responsible for managing staffing and scheduling for all internal call
centers and outsource partners. She was responsible for maintaining staff to budget
requirements. Ms. Dillard also trained multiple sites in use of scheduling tools and
practices. Her responsibilities included:
 Managed staffing and scheduling requirements for 16+ call centers and
departments.
 Responsible for all performance tracking and delivery daily to call centers.
 Tracked historical call volume and service levels for 15+ departments, updated
and delivered call patterns and staffing requirements accordingly.
 Created and maintained multiple databases to track forecasting, actual call
volumes, and site performance data.
 Maintained databases to track daily, weekly, monthly, quarterly performance
and productive hours by site and department.
 Responsible for forecasting call volume by the half hour for multiple
departments.
 Responsible for assessment of call centers and department staffing requirements
on a rolling 12 month based on budget requirements.

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 Partnered with finance department to track required hours and productive hours
delivered by each call center.
 Trained multiple sites, domestic and international, to use scheduling aspect
within the eWFM tool and concept analysis of schedules.
Position: Staffing and Scheduling Analyst June 2006 to February 2007
Company: America Online
Customer: America Online Dulles VA
Ms. Dillard was responsible for multiple department staffing and schedule analysis.
Maintained performance of multiple call centers including partner outsourcers. She was
also responsible for long term adjustments to maintain service level goals as well as for
call pattern analysis for multiple departments. Her responsibilities included:
 Determined needed staffing and schedule requirements for multiple centers and
departments.
 Responsible for delivering 16 week rolling view of staffing and scheduling
requirements to multiple sites and departments.
 Maintained performance data by call center and department daily.
 Maintained historical data of call volumes and service levels.
 Utilized historical data to update call patterns and staffing requirements for call
centers.
 Partnered with call centers to adjust staffing requirements and schedules to
ensure service level needs were maintained.
Position: Workforce Management Sr. Specialist August 2004 to June 2006
Company: America Online
Customer: America Online Jacksonville Fl
Ms. Dillard was responsible for the management and training of the Control Desk
specialists on all functions and policies. Assisted and trained multiple sites in Workforce
Management practices. Responsible for managing Service Level targets for multiple
departments and making real time decisions to ensure business needs were met on a daily
basis. Her responsibilities included:
 In charge of bi-weekly accurate adjustments to paid time off based on worked
hours saving more than $590K for 3000+ adjustments.
 Training and Development of Specialists on all Control Desk functions.
 Leadership Interactions to improve site productivity and maintaining an
accurate record of time spent off the phones.

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 Provided daily and weekly site performance data for Sr. Leadership to review.
 Acting Supervisor for over 6 months during transition of Workforce
Management Supervisor.
 Traveled to Orlando to assist in transition of the Supervisor of Workforce
Management Staff.
 Traveled to Orlando and Tampa to train and evaluate Workforce Management
Staff.
 Trained Workforce Management Staff from Jerusalem in programs and
processes for AOL.
 Maintained support for multiple international sites including Bangalore, India
and Jerusalem, Israel.
Position: Workforce Management Specialist April 2003 to July 2004
Company: America Online
Customer: America Online Jacksonville Fl
Ms. Dillard was responsible for maintaining and updating multiple databases in an accurate
and timely manner. She maintained and updated accurate schedules for a staff of +1000.
She also adjusted schedules as needed due to business needs through relationships with
Leadership and staff. Scheduled weekly training and team meetings based on compiled
historical data and projected staffing deficits. Her responsibilities included:
 Control Desk day to day Operations.
 Maintained a historical analysis of previous call patterns and handle rates by
day.
 Implemented a daily check with floor leadership to analyze and review previous
day data to bring down overall site Lost Time below 2% for over 2 years.
 Evaluation of LMS tool that was to be introduced and utilized by all sites to
track training by each employee.
 Trained multiple domestic sites on use of LMS tool.
 Customer Service for 1000+ Consultants and Leadership.
 Scheduled off the phone activities for 1000+ Consultants with minimal impact
to Service Levels.
 Leadership Training for Support functions.
 Business Planning Excellence Award in 2003 for 20,000+ hours of scheduled
Training for the Call Center with minimal impact to handling calls.
Position: Customer Service Representative January 2000 to April 2003
Company: America Online
Customer: America Online Jacksonville Fl
Ms. Dillard was in technical support in different systems including Macintosh and
Windows machines. Demonstrated valued leadership qualities as a Point of Contact for
supervisor and mentor for previous teams. Her responsibilities included:

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 Direct information input for customers.
 Handled Account details.
 Adapted with different tools within the workplace.
 Proven abilities as a leader.
 Experienced with multiple Online Programs including different versions
America Online and Compuserve.
 Valued member of the AOL Street Team to give feedback and development to
leadership from a Consultant perspective.
Position: Administrative Assistant
Company: Navy Family Service Center
Customer: Navy Family Service Center Sasebo
Japan
Ms. Dillard aided recently transferred families to Naval Base. She handled multiple data
base entries for personnel within Navy Family Service Center including volunteer
documentation and recognition. She assisted in planning reward and recognition events for
volunteers. Created lesson plans for language lessons for Japanese and English speakers.
Her responsibilities included:
 Provided detailed information to recently transferred families including
financial data, living conditions, children activities and locations.
 Project Events Coordinator for 3 Award ceremonies for Volunteers of the
Month, Quarter, and Year for the Navy Family Service Center.
 Kept updated accurate records of all Volunteer hours.
 Created Lesson Plans to introduce Navy Personnel and Families to learn
general Japanese and created English lesson plans for Japanese Nationals.

10. Amber Dillard 10 7/27/2015
Education
 Graduate of Camden County High School with College Preparatory Diploma.
Attended Coastal Georgia Community Collegefull time during last 2 years of
High School
Clearances
 Department of Defense, Secret Clearance
Software
Programs: Primavera Suite, Microsoft Office Suite applications, HTML
Experience with use and maintaining of RTA – Real Time Adherence, ASA – Avaya Site
Administration, CMS – Call Management System, eWFM – Aspect’s eWFM series, eSP –
eSchedule Planner, LMS – Learning Management System, C2C – Envision Telephony
Click to Coach Administration, OnQ – Outbound Dialer, CUIS – Call Monitoring System,
CCMP – Reskilling Tool, Remedy, Crystal Reports, SMS Dashboard
Awards
 Recognition of multiple Outstanding Services and Volunteer duties by Commander
of US Fleet Services in Sasebo Japan.