SUMMARY:

Results oriented professional with over 11+ years of experience in client services, analytics, sales operations, change management, policy implementation and process improvement across various industry segments such as high - tech, computer networking, financial services and network security. Proven ability to successfully lead and collaborate with highly cross-functional & geographically dispersed teams to enable strategic initiatives. Effective communicator who leverages an understanding of technology and business to bridge the gap between Business and IT to ensure alignment with business goals Strong analytical & leadership skills.

SKILLS:

• Agile & Waterfall Software Delivery
• Program, Project
• Use Case Modeling
• Data Analysis
• Fit Gap Analysis
• Business Process Re - engineering
• UI Prototyping Management
• Business Analysis
• Product Lifecycle Management
• Process Improvement
• Policies and Procedures
• Channel Sales and Marketing Analytics
• Salesforce Einstein Analytics
• Product Backlog Grooming
• KPIs and Metrics Formulation
• Change Management
• Training Strategies and Implementation
• Requirements Gathering
• User Acceptance Testing
• QA/Test Strategies
• Story-Boarding
• Release Management

TECHNICAL SKILLS:

Tools: MS Office applications including Project and Visio, Adobe Dreamweaver, Rational Reqpro, Cisco Quality Center, Asana, Harvest Time Tracking and Forecast, Jira, Rally, Balsamiq, Lucidchart, Salesforce Einstein Analytics, Siebel

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, CA

Responsibilities:

• Lead customer and Confidential teams in the definition, design & implementation of salesforce analytics solutions that solve customer business problems.
• Manage customer projects (scope, acceptance, deployment) and teams implementing solutions based on Salesforce analytical platforms & Confidential products.
• Understand the Sales process and develop user stories on sales team performance, quota attainment and forecasting.
• Work with Salesforce functional teams, administrators on data model changes, security and coordinate deployment.
• Manage backlog, prioritize user stories, conduct daily standup scrum calls and weekly project status updates in asana.
• Established and manage the Project Management Office (PMO) to improve program delivery.
• Develop front end reporting dashboards.
• Build mock - ups based on requirements from business.
• Analyze existing data and provide data-field mappings to the development team.
• Conduct and coordinate UAT, write test cases.
• Monitor all projects in collaboration with the delivery/management/finance teams to ensure projects are being delivered on time, within budget and scope.
• Present program roadmaps, status and details to senior leadership.

Project Manager

Confidential

Responsibilities:

• Led enablement efforts for sales and customer/partner impacting strategic initiatives in close collaboration with cross- functional teams and key stakeholders thus ensuring operational readiness.
• Created and led the execution of change management, communications and training strategies.
• Responsible for stakeholder analysis/management and impact assessment validations.
• Identified, tracked and managed potential risks, issues and provided and monitored mitigation plans as needed.
• Created training content and led training efforts across internal/external stakeholders. As the Americas Policy Implementation and Adoption Manager
• Reviewed and facilitated accurate assessment of policy impact and implementation to services sales and customers/partners.
• Led and developed policy operational infrastructure requirements.
• Developed implementation/ change management/gap closure plans and monitored compliance metrics.
• As the Operational Lead
• Planned and led operational efforts for a process improvement and policy compliant initiative relating to early service termination requests.
• Developed highly cross functional and comprehensive end to end business processes.
• Managed and resolved customer/partner escalations. Provided SME and user testing support to cross functional teams.
• Developed key metrics to be captured for compliance and ensure adoption.
• Participated in the training efforts to transfer transactional support of service terminations to offshore resources resulting in a 40% reduction in labor costs.
• Created training packages and co - trained offshore teams.
• Provided operational support for the activation of Latin America partners under a new services program by ensuring partner and customer data was resolved of any discrepancies for a smooth transition.
• Gathered, analyzed and reported program metrics around attach rate, renewal rate, bookings, on-boarding of partners in Latin America.
• Consolidated view of partner metrics for the partner sales development managers and Channel Teams in Latin America.

Project Manager/Business Analyst

Confidential

Responsibilities:

• Managed multiple projects within the Technical Services pertaining to internal and customer facing security and service management initiatives.
• Led efforts for a multi - year project identifying gaps/pain points to create optimized solutions involving cross functional teams while serving as a liaison between the business and development teams.
• Assessed and analyzed existing business processes to identify gaps/pain points and create optimized solutions involving cross functional teams.
• Created business process flows for the AS IS and TO BE processes, business requirements and functional Specifications.
• Created User Interface mock-ups based on Business requirements.
• Served as a liaison between business and development teams to ensure accuracy of requirements mapping to development and delivery of the solution.
• Led test strategy development and execution plans, also responsible for on-site quality assurance while ensuring issues are identified, tracked and resolved in Cisco s Quality Center.
• Coordinated and tracked User Acceptance Testing (UAT).
• Involved in internal/external requests for further enhancements of active initiatives.

Project Manager/Business Analyst

Confidential, CA

Responsibilities:

• Contributed in the creation and execution of project methodologies including building standardized templates.
• Partnered with project managers for project scoping and estimations for multiple projects.
• Created project proposals for potential project bids.
• Built a Siebel Analytics overview user - training package.

Project Manager/Business Analyst

Confidential

Responsibilities:

• Managed and coordinated the project activities on a day - to-day basis by working as a liaison between the business stakeholders and the development team.
• Maintained and communicated weekly status reports to impacted stakeholders, cross functional teams and executives.
• Responsible for Concept Commit and Execute Commit Presentations to key stakeholders and project sponsors.
• Created project estimations and project plans.
• Assessed, analyzed and documented requirements for new metric-centric data - product/service bookings, renewal rate, and attach rate.
• Created Business Requirements and Functional Specifications documents.
• Conducted data functionality and GUI testing.