SUMMARY:

• Tactical problem - solver with more than six years of experience working on key digital strategic initiatives for large and small organizations, significantly improving cycle-time and throughput while reducing variation in a wide variety of business, sales and technical processes.
• Leverage my business analysis skills to analyze data, map out processes, find root causes, uncover waste and improve quality with results that ranged from increased revenue/profit, to improvements in customer satisfaction and retention.
• Adept in managing ambiguous multichannel initiatives, quickly establishing rapport at all levels, creating efficiencies, improving the customer experience, and leading-executing-successfully implementing global strategic programs.

CORE COMPETENCIES:

• Data Analysis
• Customer Care/Experience
• Project Testing, Rollout, and Support
• Stakeholder Management
• Lean and Six Sigma
• Process Mapping and Tuning
• Process Optimization and Restructuring
• Leading ambiguous projects
• Scaled Processes/Services
• Risk and Change Management
• Technology Integration
• Life-long Learner

EXPERIENCE:

Confidential

Project Manager, Seattle

Responsibilities:

• Worked with client teams to solve problems and determine solutions in the digital space regarding messenger platforms, chat bots, omnichannel initiatives, and customer care, performing retrospectives and designing new processes to work more intelligently.

Special Projects Manager

Confidential, Redmond

Responsibilities:

• Organize, manage, and launch a portfolio of strategic programs for 800-person Commercial Software Engineering Organization ( Confidential ), constructing user stories, eliciting requirements, and designing lean processes, tools, and content:
• Global Onboarding Program: Develop the strategy, implement and launch global 3-day, quarterly boot camp (ramping key account engineers who interface with Disney and Starbucks, etc.) to get them to productivity and customer satisfaction faster than before
• Awards Program: Designing and driving development of data-driven awards program, motivating engineers to align to FY18 Confidential leadership goals
• Mentorship Program: Create and implement mentorship program structure aligned with Learning, D&I, and Collaboration

Senior Project Manager

Confidential, Bellevue, WA

Responsibilities:

• Result: Launched a new MVP payment option for Malaysia and Thailand points of sale for eCP ( Confidential Commerce Platform) Test and Learn with estimated $20 million in profit by end of Q4 2017 while exploring solutions for additional EMEA and APAC countries, working with vendors to design and implement a process that cut cycle time from 30 days to 7
• Achieved significant cost savings by leaning processes and centralizing global call center ops in Kuala Lumpur.

Confidential

Responsibilities:

• Led a team of 60 to define, design, and deliver a brand-new consolidated digital customer service strategy that guided the global rollout social media for all brands and regions
• Identified areas of improvement and then consolidated, defined, and implemented the people, process, and technology needed to manage social media customer service efficiently
• Used Design for Six Sigma process to perform market research on the state of social media and customer service at Confidential and similar companies and utilized that information in the design of the new strategy
• Analyzed KPIs and risks, altering the project plan accordingly and providing leadership with data on social drivers
• Aligned brands on the definition of social media customer service and create a single process in which all brands adhere
• Presented quarterly results of project to Confidential Global Customer Organization Senior Leadership

Confidential

Responsibilities:

• Result: Led lucrative insurance expansion into APAC and EMEA resulting in $20 million in additional revenue

Confidential

Responsibilities:

• Resolved data quality issues and a migration of data sources to enable the Market Managers (who deal directly with hotels) to have access to their business-critical information just-in-time
• Result: Data source and data cleanliness project completed successfully

Confidential

Responsibilities:

• Migrated Global Supplier Org ( Confidential ) relocation operations to Confidential, improving service and Confidential -Supplier relationship through increased communication and relationship-building with Confidential Directors and Market Managers
• Created an agile and responsive Relocations Operations Service Delivery team that quickly addresses customer-service issues

Confidential

Responsibilities:

• Black Confidential Employee Professionals ( Confidential ) Director of Professional Development and Mentorship 2017
• Confidential Professionals Board Member, 2016-2017
• Led a team of 8 to spearhead and develop a successful Confidential mentorship pilot program, 2016-2017
• Led several mentorship and leadership development workshops on mentorship at Confidential 2016-2017

Project Manager

Confidential, Redmond, WA

Responsibilities:

• Mapped 50+ processes to provide visibility to the work we were doing and identify areas of improvement
• Designed a process to identify fraud, introducing fraud mitigation practices involving significant data analysis
• Improved efficiencies to enable the management of a heavy workload and equal attention to each of the 200 rewards
• Introduced data reporting, organization, and documentation (templates, SOWs, processes) to a team that previously possessed none, identifying pain points to provide standardization and faster cycle times
• Wrote business requirements and scenarios using VSO and TFS that directed engineering teams through sprints

Quality and Business Analyst

Confidential, Redmond, WA

Responsibilities:

• Key contributor and driver for DC2015 Asset Management Meetings, preparing slides for executive level presentations, driving facilitated sessions and action items, and digitizing outputs
• Co-led Confidential mapping of current and future state processes prioritizing pain points, business reqs, and key stakeholders
• Digitized notes, action items, and key outputs from facilitated sessions, Kaizens, and other meetings, translating them into BMPN, Visio diagrams, process maps, Excel and Word documents, and PowerPoint presentations
• Planned and executed Six Sigma Confidential Improvement Process Series Brown Bags “Improve” and “Control” sessions for staff
• Built, implemented, and maintained SharePoint project, milestone, status, facilitated sessions, and prioritization reports