Summary

Senior level, solution-oriented, project manager with over 12 years of experience utilizing project management techniques for software development and deployments. Proven ability to direct full project management life cycle, from scope to scheduling to final implementation and uses this knowledge to ensure customer and sponsor satisfaction. Excellent track record in coordinating the analysis and integration of emerging technologies, and coordinating enterprise-wide IT migrations. Passionate about improving the customer experience by providing the highest level of service and support to domestic and international clients. Areas of expertise:

Professional Experience

Confidential

Senior Project Manager/Scrum Master

• Senior Agile practitioner who actively guides the planning, tracking and other day-to-day activities within the Agile project delivery framework. Promote Agile development values, principles and best practices in all phases from grooming through quality assurance. Manage delivery of web, mobile and tablet applications for the Inventory Solutions Group U.S. and Canada . I utilize my leadership talents to increase the quality and profitability of technical project solutions. Monitor multiple work streams within teams to ensure on time delivery. Provided risk assessment and risk mitigation. Lead solution sessions within the design/post implementation phases. Manage to project budget and capitalization expenditures. Two week sprint length, occasionally switching to one week sprints to unify deliveries across multiple teams. Work was moved to production at the end of each two week sprint. Directed a team of onshore and offshore technical professionals co-located and distributed teams .
• Currently leading five development teams in the creation of mobile and web based applications. These software applications provide an end-to-end solution for dealerships to help them acquire, market and sell vehicles as part of their used and new vehicle operations. Applications are utilized by new car dealers in locating a particular car with specific features and track the transport of their shipments.

Confidential

Project Manager/Scrum Master

• Responsible for oversight of full application development life cycle utilizing Agile methodology for delivering technical project initiatives. Build and manage globally distributed teams of as many as 20 IT professionals. Cultivate strong relationships, both internally and externally with all strategic partners and business leaders. Determine project scope, create schedules, and track progress to ensure timely completion. I utilize my leadership talents to increase the quality and profitability of technical project solutions.
• Directed a team of onshore and offshore technical professionals in the creation and deployment of a new infrastructure to support external customers and ensure customer satisfaction.
• Currently leading two development teams in the creation of a new, more intuitive interface that will allow direct communication between customers and field technicians across multiple communication platforms. This will allow a quicker response time for service and support calls, increasing customer satisfaction with company's services and products.

Confidential

Scrum Master/Project Manager

Held a senior level role working with technical support representatives, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty. Primary technical contact for key customers and responsible for the technical success of their project delivery. Identified software defects and reports them to engineering while providing interim solutions and workarounds. Utilized extensive experience and judgment to plan and accomplish goals. Engaged engineering support to resolve escalated issues.

Project Manager

Agile Projects - Create and oversee iteration planning sessions and drive scrum team members to achieve release goals and sprint goals. Responsible for coaching teams on Agile practices and Scrum execution. Creation of dashboards, status reports, roadmaps, burn down and velocity charts. Facilitate discussions, decision making and conflict resolution across the teams as well as with stakeholders. Keep the team focused on delivering potentially shippable increments of capability in short, regular intervals.

Waterfall Projects - Spearheaded development and implementation of infrastructure migration to new infrastructure platform saving the company over 500K per month. Responsible for oversight of full application development life cycle using JIRA issue tracking tool. Build and manage teams of as many as 20 IT professionals. Select and negotiate contracts with vendors and manage vendors relations. Create service level agreements and product maintenance plans. Spearheaded development and implementation of innovative new quality measurement program that lead to a 20 increase in customer satisfaction.

Key Achievements:

• Provides Product Management insight and expertise into enhancing the product to meet customer expectations and improve customer loyalty.
• Designed new account management reports for customers and internal key contacts.
• Directed a team of technical professionals in the creation and deployment of a new infrastructure concept and new processing engine, thereby tripling the processing capacity which supports the company's strategic growth goals.

Confidential

Manager of Command Center/Project Manager

Led efforts to improve performance and productivity of inbound and outbound call centers by managing technology experts in using routing technology to monitor call volume to 15,000 agents in both domestic and international locations. Partnered with senior leadership and technical support teams in diagnosing and quickly resolving system issues. Provided project management leadership using proven Waterfall methods in the evaluation of quality assurance programs and tools. Lead project team in the implementation of technology enhancements to improve quality assurance programs, which optimized the utilization of the suite of customer support products. Interacted extensively with all levels of client business infrastructure, from contract center agents to executive level management.

Key Achievements:

• Expertly allocated call volume to significantly improve performance metrics related to efficiency, productivity and call outcomes.
• Raised the quality of customer service by managing and reporting on time-sensitive system issues as well as agent schedules and progress in achieving productivity goals.
• Coordinated delivery of excellent technical support of both domestic and international call center locations.
• Consistently maintained a 99 customer satisfaction rating and a 98 success rate of a resolution of customer issues within a 24/7 environment.
• Key in increasing customer service overall satisfaction ratings from 68 to 87 for both domestic and international support call centers.

Confidential

Technical Account Manager/Project Manager

Hand-selected to manage platinum-level accounts for global, Fortune 100 customers and partners. Provided unsurpassed service and support while responding to technical service requests and processing contract renewals. Managed service queues for field/in-house technicians. Collaborated with legal teams in executing contracts. Enforced Service Level Agreements SLAs . Educated colleagues on corporate policies.

Selected Contributions:

• Defined action plan agreements that assisted all levels of support staff in resolving customer issues.
• Successfully managed caseload of 100 active accounts, including 40 from Fortune 100 to 500 customer and partner organizations.
• Substantially improved productivity by establishing open lines of communication with senior leadership and technical support groups to rapidly address technical problems in all locations.
• Earned a reputation and received commendations from customers and internal leadership for dedication, commitment and knowledge in tackling customer issues and concerns.

Confidential

Call Center Manager

• Supervised, trained and motivated call center associates in assisting customers with digital systems. Warned technical team members of potential SLAs and customer satisfaction issues. Worked with staff and customers over the phone and Internet to resolve complex technical problems and the use of knowledge base and diagnostic tools. Monitored queues and delegated responsibilities to field technicians.
• Selected Contributions:
• Consistently maintained near-perfect customer satisfaction rating 98 or above for exceptional quality of service and customer relations.
• Prioritized projects and allocated technical support teams to meet customer needs in a timely, thorough and professional manner.
• Skillfully diagnosed and resolved escalated technical issues.