Self-Identification: Indigenous / First Nations Individual

Email: dennis.r.williams@gmail.com

Location: Southwestern, Ontario, Canada

Professional Summary

Results-driven Program Manager with extensive experience in project management, process improvement, and cross-functional team leadership across global operations. Skilled in managing complex technical projects, meeting business objectives, and delivering measurable outcomes in high-stakes environments. Certified PMP with a proven record of leading multi-disciplinary teams, ensuring compliance, and driving strategic initiatives.

Key Achievements

  • Successfully established and led a PMO, delivering an annual average of over 100 high-impact projects with consistent on-time performance.
  • Led the successful merger and acquisition of a Berkshire Hathaway call center into the Percepta organization, operating under NDA.
  • Lead Project Manager for stand-up of a 650-seat call center in Houston as Ford’s main Truck Center.
  • Optimized global operations processes, achieving measurable gains in efficiency and cost savings.
  • Delivered client-focused solutions, maintaining a 98% satisfaction rate across multiple accounts.

Work Experience

Global Operations Program Manager

Percepta – Remote (Canada)
Aug 2021 – Nov 2024

  • Directed multiple simultaneous projects, supporting deployment and achievement of strategic goals.
  • Managed KPIs and communicated project statuses to stakeholders, including executive leadership.
  • Identified and mitigated risks during system implementations and upgrades.
  • Partnered with operations to identify business and system opportunities, driving project success.
  • Enhanced business processes and implemented functional solutions with cross-functional teams.
  • Conducted weekly operations committee meetings to prioritize opportunities and drive accountability.
  • Training workshops and learning programs were facilitated, reducing post-implementation support needs and increasing customer adoption.
  • Led best practice sharing across global teams to ensure consistent project execution.

Manager, Global Project Management Services

Percepta – Remote (Canada)
May 2017 – Aug 2021

  • Established and managed a PMO, overseeing project prioritization, resource allocation, and governance.
  • Established the RFP/RFI process from a PMO support perspective.
  • Directed end-to-end project delivery, ensuring alignment with client and internal stakeholder expectations.
  • Led a team of project managers, coaching them to deliver high-quality results.
  • Managed program budgets, tracked KPIs, and addressed deviations promptly.
  • Negotiated with vendors, facilitated post-project reviews, and drove continuous improvement initiatives.

Principal, Global Project Management Services

TeleTech – Remote (Canada)
Feb 2011 – Oct 2016

  • Managed engineering-focused projects from inception to completion, achieving on-time and within-budget delivery.
  • Supported RFP/RFI processes, contributing to solution design and client engagement strategies.
  • Served as the primary client liaison, ensuring effective communication and alignment on project deliverables.
  • Implemented change management strategies and facilitated post-project learning sessions to optimize outcomes.

Additional Leadership Roles

Prior to Feb 2011

  • Operations Manager, Online Support (OLS), Pembroke, ON
  • Business Manager, Transcom North America, Chatham, ON
  • Service Delivery Manager & Operations Supervisor, TeleTech, London & Renfrew, ON

Education

Lambton College of Applied Arts & Technology – Sarnia, Ontario

  • Diploma: Sports Facilities & Recreation Administration (3-Year Co-op Program)
  • Diploma: General Arts & Science (3-Year Program)

Certifications & Technical Skills

  • Project Management Professional (PMP®) – Current
  • Expertise in Smartsheet, Microsoft Project, and Microsoft Office Suite (Word, Excel, Visio, PowerPoint, Outlook).
  • Solid working knowledge of PowerBI, Microsoft Dynamics, and Salesforce.
  • Extensive experience with risk management, process improvement, and contract compliance.