PROFESSIONAL SUMMARY:

Dynamic, motivated, and highly passionate Entrepreneur, Project Manager, Business Analyst with well over two decades of Professional Services focused in: Sales & Marketing; Customer Service; Program Management & Development; e - Commerce; Account Management; Business Intelligence; Compliance; Resource & Requirements Gathering; Analysis & Reporting; Email Marketing; Social Media Management; SEO; and Affiliate Marketing. Recognized for Excellence in Leadership, Operational Efficiency & Effectiveness, Process Improvement, Communication & Community Engagement, and Consensus Building.

CAREER SKILLS AND KNOWLEDGE:

• Extensive experience interpreting customer needs and distilling into the best-in­class business process and technology solutions.
• Thorough and practical knowledge of product and service lifecycle including tools and principles and multiple project management methodologies.
• Deadline drove with a deep respect for quality and delivery.
• Broad understanding of financial management, budget coordination and regulatory compliance.
• Highly organized and an excellent communicator. Able to position communications appropriately to the desired audience.
• Exceptional leadership in a matrix-management, cross-functional team environment where multiple competing priorities are the norm.
• Ability to provide clear vision and motivate towards success.

PROFESSIONAL EXPERIENCE:

Project Coordinator | Test Lead | Business Analyst

Confidential

Responsibilities:

• Project Coordinator updating team members on minute to minute project status (Iteration testing I)
• Test lead to manage daily stand-up meetings during Iteration 1validation testing. Build out UAT schedule and work towards complete cutoff plan.
• Collaborate with IT Support to understand and build out manageable project list to accommodate business needs and to assist Program Managers with reporting and analytics via SharePoint lists.
• Assist with the Group Health transition to Confidential (KP) brand properties (emails, domains, print and media resources, etc.)
• Provide weekly project summary reporting to management team

Confidential

Business Analyst

Responsibilities:

• Collaborate with IT Support teams to understand the business impacts regarding project releases, system updates, system health, system outages, and leverage findings through SharePoint lists, dashboards, blogs, and reports.
• Communicate notifications/alerts for outages and maintenance windows gauged for the BI Community via System Health & Data Availability SharePoint Dashboards, Usage & Alerts SharePoint sites, Blog sites available online, in reports and viewable on various video monitors across offices throughout campus.
• Confidential (Site Collection Administrator) and K2 Appit Developer
• Responsible for team site/subsite creations, site access permissions, SharePoint support and K2 Workflow development.

Program Manager | Project Manager

Confidential

Responsibilities:

• Participated in the kickoff and launch of the World's First Social E-commerce Company.
• Program Manager of Social Member Program and Member Support Manager, Execution of Onboard/Outreach Programs and Member Marketing Events
• Research, analysis, and resolution of complex member issues and concerns; Tier 3 escalation, management of online community forums (Directly Community, Live Chats and phone contact).
• Responsible for managing Executive (C-level) email alias, Voice of CEO.
• Facilitate service excellence training to vendor support teams and internal teams.
• Instrumental in the development and documentation of company's services and program offerings.
• Setup, configuration, and support of Android, iOS, and Windows GSM mobile devices.
• Resolution of complex GSM mobile challenges... IMEI, Network Operators & OSPs, MSISDN Porting, APN, SMS/MMS, Edge, 2G, 3G, HSPA/HSPA+, LTE, Wi-Fi, and GSM protocols.
• Comprehension and understanding of GSM network, billing systems (Enabil), and tools (WCSM)
• Administrator of Salesforce (SFDC) and RightNow CRM
• LER (Law Enforcement Records) Support Lead managing CDR legal request
• Proficiency in Sitecore CMS and Jive Communication and Collaboration System
• J.D.Power Insight Composer (Brand Analysis) and Google Analytics Administrator
• Official Directly Mobile Expert (Directly.com CrowdSource Support Community)
• Preparation and analysis of Net Sentiment report, Support Center metrics and CSR Case Audits.

Business Analyst

Confidential

Responsibilities:

• Assisted with developing strategy for long-range staff forecasting.
• Provided ad-hoc reporting of staff forecasting and business optimization across the entire organization and multiple lines of business.
• Coordinated and presented data analysis on business opportunity and success.
• Created deliverables to support quarterly forecasting and yearly budgeting needs.
• Analyzed trends in short term volume fluctuation and extrapolating for long- range forecasts.
• Worked with Release Management team to support agent tool launches.
• Appointed as Tools SME for all applicable projects.
• Managed the American Express for Canadian Currency project.
• Reviewed documentation (BRDs, Visio Flows, Functional Specs and Technical Specs for our Partners) to ensure accurate regional representation on agent tool processes are covered through to final UAT.
• Managed regional Change Control Requests for new features or enhancements through Change Management Services.
• Responsible for daily operational tasks (user administration, tools escalations, provides tools expertise, tools setup for new product launches or for products at the end of support lifecycle).

Associate Producer | Project Manager

Confidential

Responsibilities:

• Pre-production / Post-production film work including and not limited to: interviewing and hiring of film cast and crew.
• Scope to include identifying location shoots, including pre-production interview and hiring of design and fashion clothing professionals.
• Managed overall sound design process as stated in Statement of Work.
• Ad-hoc post-production including the hiring of professional candidates for sound design, music composition, color-correction, video and audio editing.
• Manage overall post-production time schedule.
• Collaborated with Executive Producer to define project requirements, managing budgets, schedules, and identifying process and requirement gaps.
• Management and support of online properties; Facebook, YouTube, Withoutabox, and IMDB.
• Coordination and management of film submission process to film festivals.
• Brand definition perspective focusing on Marketing and Advertising efforts.

Program Manager / Project Manager

Confidential

Responsibilities:

• Project managed and partnered with Engineering team to understand the requirements for the creation and management of the Confidential pubCenter beta support infrastructure.
• Collaborated with team stakeholders to develop issue escalation strategy, executed and transitioned from Engineering to a Tiered Support solution.
• Managed pubCenter beta new customer acquisition process.
• Facilitated implementation of team SharePoint site enabling pubCenter beta team and stakeholder access to business and program data.
• Collaborated on pubCenter beta users guide designed to educate users about the product.
• Contributed and managed resources for internal Virtual Knowledge Base (VKB) consisting of support and troubleshooting resources.
• Participated in Marketing Strategy discussions to increase publisher activity and revenue.
• Engaged with the Publisher community as a leader and representing the Voice of the Customer (VOC).
• Initiated new CSR onboarding and training documentation to increase program knowledge and efficiency.
• Organized and managed pubCenter beta focus groups to influence program development.
• Completed documentation and delivery of the pubCenter beta User Survey designed to inform Confidential on the efficacy and health of program based on customer input.
• Participated in the planning process for Product Engineering feature requests.
• Collaborated with Fraud team to define publisher rights and policies.

Program Manager / Project Manager

Confidential

Responsibilities:

• Promoted safe online experience to increase online trust and confidence when conducting personal and e-Commerce activities.
• Managed SharePoint and InfoWeb sites.
• Created and supported external SharePoint for EWIP (Executive Women in Privacy) group.
• Partnered with vendor and project managed the annual offsite event hosted by the OTA (Online Trust Alliance). From vendor SOWs, travel and accommodations, the logistics and final post-mortem wrap-up.
• Supported Fortune 500 companies specifically e-Commerce Brands leveraging the importance and business value of implementing the Sender ID Framework solution.
• Coordinated cross-team collaboration on all-up holistic view of security, public policy, governance and regulation.
• Responsible for content repository management and assisted with group's monthly budget reporting.
• Managed the monthly activity list of Fortune 500 organizations that have Sender ID and support onboarding those who want to implement.
• Created Webtrends Web Analytics Reports for Trustworthy Computing supported websites.