SUMMARY:

Strategic PMP Certified Program Manager with over 9 years of experience delivering results in cross department organizations using both Agile and Waterfall methodologies. I established a strong reputation for my reporting and analytical expertise. Take - charge attitude, utilizing proactive measures to resolve challenges, meet deadlines and deliver projects on time and on budget. Proficient or experienced in numerous analytical and development software tools, systems and languages such as Business Objects, Crystal Reports, Tableau, Toad, SQL, MySQL, Python, Java, Linux, Windows and .NET.

PROFESSIONAL EXPERIENCE:

Confidential, Seattle,WA

SCRUM Master & Data Engineer

• Instructed and modeled core agile principles of collaboration, prioritization, team accountability and visibility; ensured consistent application of SCRUM methodologies across the enterprise.
• Develops project plans in coordination with business stakeholders, IT partners, vendors, and other departments. Tracks project progress and provide updates to impacted parties.
• AWS SysOps Admin for Loyalty Data Science Team.
• Directed development and release of machine learning algorithms that were deployed across multiple technologies including mobile (iOS/Android) and cloud (AWS/Azure).
• Experience in importing and exporting data using Sqoop from HDFS to Relational Database Systems and vice-versa.
• Hands on experience with Hadoop ecosystem components like Hadoop Map Reduce, Impala, HDFS, Hive, Pig, HBase, Flume, Storm, Sqoop, Oozie, Kafka, Spark, and Zookeeper.

Business Analysis Manager

Confidential

• Document business and functional requirements for Starbucks Loyalty Programs.
• Develops project plans in coordination with business stakeholders, IT partners, vendors, and other departments. Tracks project progress and provide updates to impacted parties.
• Communicate new system functionality to department and assists users in understanding implications while conducting gap and risk analysis.
• Works with cross-functional teams to set targets, develop plans, conduct analyses, measure results and improve processes. Consults with senior management to present data, propose solutions and identify opportunities for improvement.
• Analyze campaign results and customer behavior on all CRM campaigns to identify actionable opportunities for increased engagement and improve customer retention.
• Collaborate closely with CRM campaign managers to strengthen the effectiveness of campaign testing. Including the development of a robust test plan, improving the usability of reporting, and the management and integration of key learnings.

Confidential,Seattle, WA

Technical Program Manager

• Technical Program Manager on the Marketing Team of AWS, responsible for the development of new technology from design through delivery.
• SCRUM Master for back end development team. Instructed and modeled core agile principles of collaboration, prioritization, team accountability and visibility; ensured consistent application of SCRUM methodologies across the enterprise.
• Conduct weekly standups with Senior Leadership on Program status, risks and change control.
• Manage multiple large-scale programs focused on distributed software applications, systems, and platforms using Object Oriented (Java) coding and design throughout the complete software development lifecycle.
• Managed internal development team responsible for all AWS web based marketing announcements.
• Managed team GitHub repository.
• On boarded new team members, set up bastion access, Apollo services for dev. Pipelines and all internal dev. systems.

Confidential,San Antonio, TX

Lead BI Developer

• Analyzed the current business process of manually creating call center metric and dashboard reports. Created system design documents, programming specifications and develop a system replacing manual Microsoft Access and Excel Software with MS SQL as an interface between Oracle and Excel.
• Develop complex ad hoc SQL scripts to monitor various initiatives, analyze data, locate data infractions, and develop reports for tracking financial trends and transactions to maintain Sarbanes-Oxley (SOX) compliance.
• Perform complex Data Quality Analysis procedures and manual matching techniques to successfully correct data inaccuracies directly in CRM system via SQL scripts in the Staging Database.
• Set up all new hire BI Analysist on Windows / Linux systems, installed and managed all software on machines for the team.

Strategic Program Manager

• A leader in the Strategic Accounts team where I manage multiple complex programs from discovery to launch.
• Conduct detailed risk analysis on all projects within my department and present findings to Senior Leadership.
• Monitoring project risks and scope creep to identify potential problems and proactively identifying solutions to address issues.
• Create and maintain Project Information Management System that houses all project documents for stakeholders.
• Responsible for delivering projects against agreed scope, budget, schedule & customer satisfaction while directing & motivating teams of multi-discipline employees.
• Proactively managed systems development, implementation and risk via the use of SDLC.

Confidential,San Antonio, TX

Lead Business Information Analyst

• Analyze current processes and recommend improvements for Work Force Management teams.
• Analyzed IVR call routing via IEX, Genesys and InQuira routing systems. Managed reporting and analytics.
• Develop SQL reporting to streamline current reporting processes.
• Developed automated forecasting tool for the Work Force Management teams that enhanced their previous forecasting methods from a 10% accuracy variance down to a 2% accuracy variance thus reducing staffing issues and controlling costs.
• Developed and implemented a Skill Audit report that audited databases to ensure skill sets were correctly aligned so all call center employees were routed to the appropriate call types based off their skills. This helped decrease AHT for all business units an average of 3 seconds.
• Developed and implemented a reporting system to monitor agent behavior and schedule more accurately.
• Project Lead for staffing and training recommendations for call center employees.
• Utilizing forecasting tool I developed; I successfully implemented a training and promotion program based off of current and forecasted call volume.

Confidential,Fort Worth, TX

Business Analyst

• Analyzed current processes and recommend improvements.
• Conducted internal department Workforce Management Audits via One Source and PeopleSoft.
• Interfaced with other departments to drive process improvements and resolve high-level escalations such as retention, BCOM, Amdocs, IT, Billing, Pricing and Sales Operations.
• Developed automated reporting structures for QA department to calculate and track per hour production metrics using MS Access, SQL and VBA databases.
• Developed Crystal reporting that automated an agent level scorecard for the IT Analytics Team that trended and monitored their daily, monthly, quarterly and yearly performance.

Program Manager

• Planned and executed alignment for Project “Octopus”, developing the project charter, scheduled and facilitated all meetings with key stakeholders.
• Researched and developed automated approach to daily functions to be more cost effective.
• Directed cross department project to automate proactive reporting and customer account notifications, triggering overall cost reductions and more efficient account management.
• Directed incentive based strategies aimed at employee moral initiatives.
• Project managed a team of 8 where we developed a monthly incentive structure based on performance metrics for the dedicated care teams.
• Directed a team to develop a share point site where the teams could share best practices and team building activities.
• POC for Dedicated Care customer escalations.
• Partnered with all lines of business to ensure processes for Dedicated Care teams were in alignment with department goals.