SUMMARY

Solution-focused Product Managerand Account Manager with record of achieving business results by employing a pragmatic and consultative approach to product management and understanding of the software development life cycle from concept through product launch. Partnered with clients and cross-functional stakeholders to achieve business objectives related to product development and digital marketing services.Experience with multiple domains including Enterprise Governance Risk and Compliance eGRC and Customer Relationship Management CRM across several industries, including financial services, health care, insurance, retail, security management, and public sector.Core competencies:

PROFESSIONAL EXPERIENCE

Confidential

Account Manager

Managed all day-to-day operations related to delivering digital and database marketing services for manufacturing and health care clients. Drove service delivery roadmap by engaging account service, digital marketing, software development, and response services teams throughout the project life cycle.Developed Statements of Work for over 7 million of business in an 18 month period. Managed financial performance of accounts and owned day-to-day relationship with clients.

• Served as relationship manager during an 8 month large-scale database marketing platform implementation, ensuring that project was developed with an eye towards ongoing operations as well as fulfillment of software and campaign requirements. Project was delivered on time and with minimal go-live issues.
• Drove delivery of e-Newsletter and product launch campaigns for Trade, Consumer, and Commercial business lines, improving quality and turnaround time for project delivery through improved project management and QA processes.
• Delivered semi-annual reporting and analysis demonstrating performance of all campaigns against client strategy. This reporting is used by the client's Global Direct Marketing steering committee in the development of strategic plans and budget.
• Managed financial performance of accounts during a period where monthly margins increased 16 .

Confidential

Product Manager

Developed and managed product roadmap and requirements for RSA Archer eGRC Platform components. Drove product delivery by engaging user experience, engineering, QA, technical publications, and program management throughout development life cycle. Created sales and marketing collateral for product, including data sheets, talk tracks, and training materials. Conducted sales and technical training for new products and enhancements in conjunction with product launches.

• Owned all product management activitiesforhosted service offering, used by over 1/3 of RSA Archer clients. Developed new pricing and packaging by partnering with sales and finance and conducting market research. Increased hosted client base by over 100 in 2 years.
• Piloted the use of Agile User Stories as the means of communicating product requirements. Leader in driving adoption of User Stories as standard for product development.
• Created processes for prioritizing incoming enhancement requests and assessing product defect backlog and launched processes to entire product organization.
• Facilitated sessions and presented product and solutions roadmaps at regional and national user groups to audiences in excess of 100 GRC practitioners and business executives.
• Participated in sales calls and successful contract negotiations for deals in excess of 1 million.

Confidential

Confidential a web application with some client-server components used by 10 insurance companies who write Flood Insurance via the National Flood Insurance Program NFIP .

Business Analysis and Quality Assurance Manager

Led a team of 4 Business Analysts and 7 Quality Assurance Analysts.Managed client change control process, collaborated with Product Director to prioritize system changes and develop product release packaging, forecasted resource capacity, coordinatedresources and activities for regulatory and product enhancement projects, managed team member performance, and hired new team members. Elicited and documented business requirements.Partnered with architects and developers to ensure technical design fulfilled business requirements. Directed all QA activities for over 40 releases.

• Led implementation activities for 2 new client conversion projects that more than doubled the policy base while continuing to manage BA and QA activities for existing client base.
• Created and implemented a Project Discovery process that involved gathering high-level business requirements and creating a business case for continuing a project based on client and market needs and compatibility with overall product direction.
• Created BA processes from the ground up during a period when policy base grew by more than 100 and BA team grew from 3 to 5 members.
• Created and implemented software development and change management processes, allowing company to attain SAS70 Type II certification necessary to compete for new business.
• Collaborated with business analysis, engineering, QA, and customer support teams to improve end to end product delivery processes and move the team to a new issue tracking platform.
• Created and refined QA processes from the ground up during a period when policy base grew by more than 100 and the QA team grew from 2 to 7 members.

Confidential

• Collaborated with IT Department to improve communication and resolution of service requests for sales application, resulting in a 65 reduction in average service request backlog.
• Approved requirements and release scheduling. Created process documentation and training materials for new process tools.
• Automated manual processes in contract management office using existing Siebel system functionality, saving over 1,000 hours of IT development and testing time.

Quality Assurance Manager

Led a team of 5 Quality Assurance Analysts, planning and executing QA activities for over 150 projects in 8 months.Reviewed and approved functional design documentation, createdtest scripts, coordinatedimplementations to QA environment, and approved projects to be deployed into production, managed team member performance, and hired new team members.

• Drove creation and implementation of an ISO-compliant software development methodology. Collaborated with over 20 members of the IT department, including the CIO, on process change, creation of process flows, SOP, and deliverables templates. Coordinated with the Regulatory Affairs department to gain approval for the new process.

Business Analyst

Led all business requirements and functional design efforts for the Siebel Sales application. Gathered business requirements for sales and marketing processes to be automated within Siebel. Translated business requirements to functional design. Managed business analysis activities for up to 3 team members, mentoring them through the design process. Served as liaison to technical teams to ensure technical feasibility of requested functional enhancements. Collaborated with QA team on test strategies.

• Ensured requirements documentation for Siebel Sales applications were kept up-to-date, resulting in the lowest rate of requirements related issues during QA in the department.
• Drove project to move requirements tracking from excel spreadsheets to the Change Request module within increasing visibility of status requested system changes for technical team members and business owners.
• Received award for Outstanding Achievement for serving as lead business analyst on Quote to Contract project. This project involved implementing 4 new Siebel modules and creating integration between Siebel and PeopleSoft Contracts.

Software Engineer

Owned all phases of Siebel and Actuate report development projects, including requirements, design, development, and testing. Employed Cerner standard change control processes to drive deployment of reports projects to production.

• Collaborated with business analysts and mainframe programmers to design, develop, and test 25 reports using budget, and with high quality.

Business Analyst/QA Analyst

• Developed business requirements, test plans, and test scripts for data warehousing and marketing applications. Determined test strategies and impact on project schedule. Executed testing for applications and managed resolution of defects.

Staff Consultant

• Designed, developed and tested Siebel CRM report customizations for multiple clients, completing assignments on time and on budget. Attained Siebel version 99 certification.

Associate Consultant

• Developed business continuity plans BCPs to address potential Y2K interruptions of up to 5 days for a leading mutual fund company by partnering with business owners to analyze current state business processes, establish workarounds, and conduct rehearsal tests of BCPs documented by the team.
• Reduced past due customer orders for a telecommunications manufacturer from 6 million to 2.5 million in 3 months by identifying process breakdowns between US and Mexican plans and facilitating training and communications to resolve the breakdowns.