EXECUTIVE SUMMARY

• 10+ years of experience in Ecommerce International Expansion to include Payment Instruments, Financial Systems and Customer Support Integrations.
• 10+ years of experience with Amazon’s Confidential Team.
• Payment Method Expertise: Launch, Operational and Reconciliation support of WW payment methods including; Credit Card, ACH, Direct Debit, COD, CVS, Transactional Foreign Exchange (TFX), GC, Stored Value, Shop with Points (SWP), Invoice, Paper Check, Wire Transfer, Mobile Payments. OTC integration support.
• Financial Expertise: 5+ years of experience managing GAAP and financial system mapping projects.
• Personnel & Team Leadership: Mentored team members and interdepartmental colleagues throughout career.
• Managed team of 14 SDE/Analysts located both on/offshore. SWAT Team leader.
• Retrieval, Navigation, Analyzation, and Effective Delivery of data from complex data sources (ETL).
• SQL, UNIX, PERL, PL/SQL, Cognos, Teradata, Hadoop, Essbase, Oracle Financials, MS Excel.
• Communication Skills: Effective collaboration with diverse stakeholders at all levels. Ability to both think big and roll up sleeves.
• Technical Program/Project Management: Diverse experience performing multiple functions such as Technical Program/Project Manager roles.
• 10+ years of experience managing programs and projects at a Fortune 500 level.
• Certified Scrum Master (CSM) with experience delivering projects utilizing both Agile and Waterfall methodologies, Scrum, SDLC, PDLC.
• Operations Expertise: Enterprise Wide Confidential |Six Sigma|Lean participation and proven subsequent implementation.
• Adaptability: Demonstrated ability to quickly learn and utilize new software and thrive in a fast - paced ambiguous environment.

PROFESSIONAL EXPERIENCE

Senior Business System Analyst III/Senior Program Manager

Confidential

• Quality Assurance (QA): Provided new launches with correct financial mapping while educating on importance of launching on new versus legacy platforms, perform UAT testing and work with QA to approve sign off for new launches with appropriate financial and customer controls in place.
• Confidential: Led a cross-departmental SWAT team of analysts, engineers, and developers to investigate an escalated Business Line variance flagged by Senior Management. Architected and created a database to collaborate disparate source system production data from 15 sources. In depth analysis against collaborated source system data in conjunction with business line source SDE’s and Accounting senior management ultimately resulted in identification of 5 systemic variances and allowed for further analysis to identify and analyze source vs SubLedger Data feeds.
• Call center training and presentation in India for payments support of India launch.
• Vendor negotiation and financial mapping in India.
• End to end delivery of STARFISH (a bad debt recovery and write off service), which improved Accounting imbalance by systemically writing off orphan transactions and increased Free Cash Flow by recovering failed settlements globally across multiple payment methods and geographies.
• Creation of project proposal document, represent at cross departmental teams’
• OP1 planning and weekly prioritization meetings resulting in acquisition of development resources out of cycle.
• Advise service design, gather requirements and create Business Requirement Documents (BRD) and Functional Requirements Documents (FRD).
• Provided project control by organizing, facilitating and administering the flow of communications which included project schedules, project requests, change requests, and milestones reporting between business owners by acting as the central point of contact.
• Coordinated and completed a one-time historical cleanup recovering and clearing $6MM in bad debt and year 1 yielded recovery of $5MM FCF and savings of manual work across departments equivalent to 15 FTE/year across departments.
• TPM of an enterprise wide MAPS UI project to allow controlled visibility into payment provisioning data and automated configuration for new payment processors and divisions. Payments Systems and data SME for a hi-priority project regarding Seller Payables. Inability to compare seller balances at a point in time between the GL and an authoritative source demanded creation of a proxy data source pulled from various Payment Systems.
• Conducted class on payments and financial systems and amazon data warehouse to 25 contractors hired to investigate and categorize millions of imbalance datasets. Improved research process by writing scripts to allow manipulation of large data sets and acted as liaison between contractors and source development resources driving root cause development fixes of over 30 findings throughout project lifeline. ngoing launch and operational support of Confidential methods, payment processors (vendor management as required), onboarding of new business lines and country expansions and integration with financial systems.
• New project OTC and Remittance integration support.
• Customer support and Accounting representation on deprecation of legacy services and onboarding to new service platforms.

Business Systems Analyst

Confidential

Confidential

• Data Analysis: 50% of time allotted to Global Payments Analytics Team.
• Creation of an Analytics team responsible for reporting weekly key performance metrics(KPI’s); to include operational, cost of payments, customer contact impact, and financial variance metrics.
• Creation of a payments data mart to house the payment transactions and import the external partner and production data required for payments business analysis.
• Mentored new hires on amazon data warehouse navigation and taught SQL classes.
• Investigated Accounting variance escalations at period close by analyzing production and external data sources against financial system data and Ledger data. Dedicated resource to Internal Audit regarding payments pipeline data.
• Technical Program Manager: RetroTools Suite (A set of three tools designed to address the post order customer experience for transactions outside of the standard ordering pipeline).
• Drove a project to move from a highly error prone Unix command line script to a secure UI based tool integrated with appropriate Accounting, Financial and other platform services and incorporated Posix security groups to restrict permissions, enabling a select group of customer service agents access, resulting in decreasing the time required to assist customer.
• Educated and negotiated with business lines pushing to use the tool for specific test business cases; including facilitation of trial campaigns for Kindle, Wireless, Target, Confidential .
• Performed a cross departmental presentation on the technical and business aspects of the suite in the Payments Talk Series.
• Current transaction volume is $50MM/year.
• Technical Project Manager: Enterprise Wide project to deprecate acceptance of Paper Check Payment Method World Wide.
• Directed and coordinated project management activities as head project manager for all phases of the 7-month project and SDLC.
• Worked with Payments, CS, UI, Gift Certificate, Treasury, Accounting, Fraud, Tax, project managers and stakeholders to define business and create functional requirements.
• Successfully coordinated and delivered requirements resulting in removal of the payment method from website, issuance of gift certificates, and Escheatment of remaining account balance while maintaining seamless transition to customers.
• Program Manager: Go Ahead and Ship (GASI) (a payment processing event emergency service).
• Produced a GASI impact estimation scorecard which calculated average transaction volume, monetary volume and the expected cost of a GASI event in 7 currencies for the time zone specific peak and off-peak time frames.
• Coordinated technical new payment method and country expansions with Risk, Ordering and Payments Development Teams.
• Managed post event cleanup, including re-charging customers, grepping or running a Perl script against Ordering team log files, querying payments production data for impact results and producing financial impact reports to Payments, Finance, TRMS (Risk), and Accounting Senior Management.
• Worked with Engineering to build a tool to automate calculation of recovery metrics and required reporting for automation of delegation to non-technical colleagues.

Business Analyst

Confidential

Responsibilities:

• Managed the resolution of non-routine payment escalations, identified and drove root cause resolution.
• Advocated for customer needs in product development planning. Reduced customer contact volume by 30% and lead customer support improvement initiatives.
• Managed a project to build a global all-purpose disburse/refund tool for exception cases with support for Credit Card, Direct Debit, and Paper Check. Worked with Accounting and Finance to implement controls and financial reporting.
• Amazon Co-Brand Credit Card Launch.
• Creation, implementation and support of a data mart to house internal and 3 rd party data feeds.
• Learned Perl and Unix scripting to manipulate large datasets and service between Amazon and external partners.
• Became certified in Amazon market mailing service platform and facilitated targeted customer mailings, including identification of customers and analysis of post-campaign clickstream data.
• Customer Service visibility into customer payment issues through Confidential /Six Sigma initiatives, and performing payments 101 presentations in call centers worldwide.

Program Manager

Confidential, San Francisco, CA

Responsibilities:

• Ownership of Ethics portion of Academy’s website and Ethics department data; to include database management and case tracking.
• Architected, built, and implemented a secure relational database to house ethics case documentation.

Reporting Engineer

Confidential, San Francisco, CA

Responsibilities:

• Accountable for entire reporting process; to include obtaining business reporting requirements, translating into functional requirements and produced and distributed order/client related reports to senior management.
• Installed and built Cognos platform for reporting against Oracle and MS SQL Server Databases, created user friendly UI to sit on top of logistics system to allow for visibility into current order and supply chain state.

International Web Analyst

Confidential, Seattle, WA

Responsibilities:

• Consistently ranked as a top-performing employee.
• Ecommerce: Began interest in ecommerce in a startup environment right out of college.