SUMMARY:

• Experienced in Agile & Scrum methodology (sprint definition, backlog grooming and identification Minimum Viable Product (MVP)).
• Certified Project Management with extensive experience managing external and internal clients.
• Successfully managed complex projects from contract negotiations, installation, deployment, lifecycle management and contract close out.
• Proficient in budget planning and management, P&L statements Actual vs. Est reports, Fiscal Year (including business plans, executive summaries and stakeholder presentations).
• Maintained project plans, schedules, contract compliance matrix, change requests and release schedules.
• Excellent communication and people skills with strong supervisory and coaching ability.
• Able to multi - task and manage teams including contractors and subcontractors.
• Experienced in milestone management, decision gate management, risk analysis and issue resolution.
• Proficient in Microsoft Project, Word, Excel, PowerPoint and other Microsoft products, SalesForce system
• (Classic & Console); StrongView email campaign management; OpenText CC Professional (CMS system).
• Accomplished in Google products (Doc, Slides, Sheets, etc.) JIRA and other tracking/reporting systems.
• George Washington University Project Management Master Certification

PROFESSIONAL EXPERIENCE:

Confidential, Holmdel, NJ

Manager/Business Analyst

Responsibilities:

• Product Owner/Champion for the building of the Chat channels for Confidential ’s Business (Essentials).
• Using agile methodology, provided stories for creating chat queue, including record layout for
• Cases, Live Chat Transcripts and agent view for the Salesforce console.
• Managed and conducted UAT for all chat capabilities; created JIRA tickets for bugs and ensured they were re- tested before and after production
• Partnered with Care Learning & Development to create Chat courses and supporting training material
• Completed development, testing, training and launched into production ahead of schedule with no issues
• Exceeded estimated deflection by 25% in first week and 35% in second week.
• Lead the migration of Residential and BasicTalk Chat from RightNow to Salesforce system.
• Overall savings to Confidential by migrating to Salesforce from RightNow was $700K annually
• Partnered with internal and external development teams (Magnet 360 & SalesForce) on requirements and deliverables.
• Created test cases and conducted testing in all environments (Dev, Pre-production and Production)
• Key responsibilities included ensuring all functionality in RightNow system was maintained or improved once migrated onto the SalesForce platform.
• Created and managed the Residential and BasicTalk Chat channels using the RightNow system.
• Instrumental in getting contract reviewed and signed that reduced Care costs from $15.00 hourly rate for Voice agent to $2.75 flat rate per chat.
• Improved efficiencies by working to drive agents to two (2) concurrent chats; deflected 11.3% of contacts from more expensive voice queues.
• Created chat strategy, developed plans for identifying and prioritizing categories and articles for chat as well as selection of team members.
• Identified reporting requirements necessary for Operations to manage to Key Performance Indicators (KPI)

Product Manager

Confidential

Responsibilities:

• Managed all aspects of Confidential, from Vendor Management (Performance metrics, contract compliance, financials and forecasting) and ensuring agent understanding and compliance with policy.
• Key responsibilities include forecasting and management of Confidential budget (key accomplishment was taking $4.5M budget in 2007 and reducing it to $1.0M within 5 years).
• Responsible for all business case development, business planning, analysis of metrics, execution of projects from beginning to end, assembling and leading the project team, identifying, managing and negotiating for both internal and external resources.

Confidential

Senior Division Project Manager

Responsibilities:

• Implemented process improvement projects within the MBU, by utilizing process redesign, reengineering, and ther tools and techniques
• Business case development, business planning, developing time-lines and project schedules to ensure timely completion of projects
• End to end execution of projects, from concept to production
• Supported the Enterprise Project Management Office (EPMO) initiatives and mandates.

Confidential, Piscataway, NJ

Senior Project Manager

Responsibilities:

• Participating in contract negotiations, preparing P&L objectives and statements
• Maintaining project plans, project scheduling, contract compliance, WBS, team identification and formation, creating budget, resource tracking, managing financials, product delivery, identifying and managing customer expectations.
• Manage NMA, INTAS, and SurvMgr products financials from weekly time charging, monthly cost reports, executive summary and FY business planning.
• All contracts were delivered on schedule, within budget and exceeded customer expectations (Contract revenues ranged from $1.0M to $9.6M, some with penalty clauses of 2.5 times the value of the contract).
• Managed the NMA product maintenance budget of $118.1M per year with directs and earned revenue within 4.2 - 4.6% of forecast.

Confidential, New Jersey, New York

Project Manager

Responsibilities:

• Interfacing with power company management and technical teams to identify trial requirements, implementation strategy and deployment schedule and testing.
• Coordinating the analysis of data required for marketing strategy and pricing structure for product rollout.
• Project management, trial scope definition, resource allocation, creating reports and analysis of trial data, and
• Executive summary presentations
• Facilitated cross-organizational teams from various organizations, external teams