SUMMARY

• 5+ years of professional experience with multiple roles in Operations Management, Systems Integration, Project Management, QA, Implementation, Support, Analytics/Reporting, and Documentation in the US and international enterprises.
• Customer focused, Quick learner, Self - Starter and Detail-oriented functional-technical professional with a demonstrated history of working in the IT delivery and account management industry.

TECHNICAL SKILLS

Methodologies: Agile/Scrum, Waterfall, Activity Diagrams, Business Process Flows, Data Flow Diagrams

Operating Systems: Windows, Unix, Linux, iOS

Tools: ADP

Ticketing/Collaboration: JIRA, Confluence, Google Apps, Office 365, Outlook

Project Management: MS Project, Smartsheet, Salesforce

BI/Reporting Tools: Tableau

Modelling Tools: Advanced MS Office Suite including MS Visio, Office 365, Smartsheet, Lucid Chart, Snagit, DB Modelers, Postman (API Tool)

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Operations Manager

Responsibilities:

• Recruit, select, train, assign, schedule, coach, counsel and discipline employees
• Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
• Plan and review compensation actions; enforcing policies and procedures
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
• Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions
• Develop operations systems by determining product handling; develop, implement, enforce and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management and shipping
• Analyze process workflow, employee and space requirements and equipment layout; implement changes
• Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplish operations and organization mission by completing related results as needed
• Meet or exceed operations labor budget expectations
• Manage staff levels, wages, hours, contract labor to revenues
• Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees
• Review and approve all operational invoices and ensure they are submitted for payment
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
• Work closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.
• Communicate all operating policies and/or issues at department meetings

Confidential, Atlanta, GA

Client Success Manager

Responsibilities:

• Drive on-boarding, deployment, and successful Implementation projects on schedule and with high customer satisfaction.
• Manage integrations with SIS, Learning Management systems (Canvas, Blackboard, D2L), Housing applications and/or home-grown applications via Rest web services.
• Develop and maintain visualizations for Overall Projects, Revenue, Employee KPIs, Time and Expenses.
• Be the SME of Illuminate to deliver training to customers and provide credible guidance on how best to use the tool to their specific operational processes and business challenges.
• Collaborate with the client and the project manager to develop the work plan, deliverable timelines for the implementations including outlining phases and identifying resources while eliciting requirements.
• Maintain accurate reference documentation for internal management and Provide weekly status reports to the clients.
• Manage and Close Illuminate production support issues reported by the clients.
• Responsible for requirement gathering, create functional requirement, use case and test case documents.
• Participate in continuous functional improvement initiatives, change management and interact continuously with functional and end users to meet the project scope.
• Design and develop ad-hoc reports, dashboards for student life cycle for 30 Georgia Institutions from data warehouse using aggregated layers and business logic.
• Develop, design prototype and oversee the development of Banner Workflow for Registrar and Professional Development areas.
• Responsible for Production support while moving the applications from TEST to PROD environment.

Confidential

Curriculum Designer

Responsibilities:

• Manage and Lead Tableau visualization projects with partners to help institution make data-driven decisions for student enrollment using regression data modeling and predictive analysis.
• Serve as a liaison between cross functional teams and advise developers on ETL of data.
• Responsible for requirements gathering, prototype creation, planning, executing UAT