PROFILE:

• An accomplished senior project manager with 25 years of success in developing solutions involving customer experience enhancement, business process improvement, technical process re - engineering, and website redesign. Skilled at managing high performing teams using leadership and managerial competencies as well as strong communication and negotiation skills.
• My success in working with cross-functional teams in multiple locations/time zones hinges on a strong attention to detail and the ability to problem-solve on the fly. My work approach is one of inclusion to ensure all voices are heard and all perspectives are considered but the final decision rests on me as does the responsibility.
• Specialties: Client Relationship Building, Strategic Planning, Team Leadership, Business Analysis, Change Management, Agile Scrum Framework, Certified Scrum Master, Certified Product Owner, E-Commerce Strategies.

EMPLOYMENT & ACCOMPLISHMENTS:

Boston, MA

Project Manager/Product Owner

• Project Management: Managed Business team comprised of 4-5 Directors and Vice Presidents to create entirely new approach for Representatives to work with customers.
• Business Analysis: Conducted extensive interviews with Customer representatives and leaders from all branches that support Retirement customers.
• Project Management: Developed matrix to organize, identify and prioritize existing gaps in customer approach and highlight Rep wish list.
• Change Management: Facilitated the team during rewrite of existing content for the online resource website providing sample language and graphics to support Reps during customer calls.
• Led the Lead Process Architecture initiative with a team of 4 business partners (Directors, VP, Sr VP) and 10 team members utilizing a budget of approximately $800K. New processes increased quality and quantity of prospect and customer leads for Representatives.
• Business Analysis: Created business requirements to ensure final product met expectations.
• Project Management: Managed cross-functional team utilizing 8 distinct technical systems to create new technical architecture for delivering prospect leads to Retirement Representatives.
• Project Management: Held weekly status meetings as well as weekly meeting with Tech Lead and ad-hoc team meetings.
• Project Management: Provided weekly report out to VP and Sr VP using the ThinkCell application to create flexible progress charts.
• Project Management: Created business test cases and conducted business testing to ensure accuracy of delivered leads.
• Change Management: Managed writing 3 experts to develop custom content directed at informing Business groups and Customer Representatives of new lead delivery process.

Fidelity-wide Cross-Product:

• This effort was comprised of approximately 3 business partners and 6 team members in multiple locations (RI, TX, NH, India) with a budget of approximately $900k.
• Led an FI effort to align with Fidelity-wide paper elimination via the Shareholders Reports.
• Managed cross-functional team of 3 distinct systems teams to create new processes to reduce/eliminate paper mailings of Shareholder reports.
• Scheduled multiple weekly meetings to review status, review open questions, achieve business signoff.
• Provide monthly report-out meetings with VP overseeing effort.

Fidelity-wide Cross-Product:

• Project/Publishing Manager on Fidelity.com site redesign of 700 marketing/educational content pages. This project held a budget of approximately $8M. Program increased conversion, search engine traffic, website customer satisfaction and supported firm’s overall brand.
• Project Management: Directed 5-person cross-functional working team.
• Project Management: Managed publishing experts to utilize new standardized design templates to migrate content into world class content management system.
• Change Management: Created multiple presentations for multiple business product groups, highlighting benefits and status of migration.
• Change Management: Organized rollout of each product group content using calendar of presentations to Customer reps and Branch leaders.

529 College Portfolio

• Responsible for College portfolio working with 3-4 Business partners (Directors, VP, Sr VP) and 7 technical team members in RI, NC and India. The portfolio’s budget was approximately $1.3M. Agile operates on cost to support a given team full-time.
• Led the business migration from a Waterfall to an Agile methodology.
• Conducted multiple meetings with business partners to work through work-flow process in Agile.
• Merged role of Project Manager to Product Owner - acted as Proxy for Business partner, responsibilities included:
• Creating user stories on an “as needed” basis for multiple concurrent projects.
• Met with business and legal/risk teams to ensure business ask was supported from a legal/risk perspective.
• Leading weekly backlog refinement meetings.
• Managing JIRA backlog and creating sprints.
• Attending all Agile ceremonies; daily standups, sprint retrospectives, sprint planning as well as team-morale events.
• Provided Product Owner input to various initiatives including:
• Alignment with Fidelity-wide paper elimination efforts via a new eDelivery process
• Rolldown of College Savings 2015 portfolio and Rollout of College Savings 2036 portfolio.
• Alignment of College Trade Date pricing with Brokerage.

Tax-Exempt Market

• Led the Fidelity Online Reservation Tool redesign with team of 2 business partners (Director, VP) and 6 team members in multiple locations (RI, NC, NH) utilizing a budget of approximately $875K. New site increased Customer appointments with Representatives while also increasing customer leads.
• Project Management: Took up lead of project after weak introduction - this required a refocus of the business need.
• Business Analysis: Created new business requirements and shared with groups outside project team to ensure alignment with other efforts.
• Project Management: Managed cross-functional team including business analyst, design, content, technical, risk and legal to create state of the art reservation tool.
• Project Management: Held weekly status meetings in addition to legal/risk meetings and weekly meeting with Tech lead.
• Project Management: Created test cases and conducted business testing to confirm product viability.

Confidential

Boston, MA

Project Manager

• Focus on delivering integrated solutions for clients, specifically in the online space. Head up teams in developing and launching website initiatives to support both TV and print campaigns, while managing resources to deliver projects on-time and within budget.
• Project-led the development and delivery of an integrated campaign comprised of various print advertisements, print collateral materials and ecommerce website.
• Directed the creation and delivery of new ecommerce website to support paid search campaign to increase conversion and ultimately replace current website.

West Bridgewater, MA

E-Commerce Manager

• In charge of handling all aspects of positive customer experience management through 3 website properties with a team of 3 professionals for this catalog/online retailer of specialty consumer products. Coordinate site merchandising, release facilitation and daily maintenance. Track and monitor a variety of mission-critical performance metrics. Work closely with sales, technical support and customer service entities.
• Spearheaded the entire redesign of 2 properties from initial RFP and agency negotiations to final release and greater market penetration.
• Acquired executive buy-in for a CAAS vendor of choice to supervise off-site back-end hosting; forecasted to increase in revenue savings, improved functionality and a lift in visitor conversion of up to 12%.
• Instituted a new site release strategy that encompassed all required technical tasks and a strategic plan for product merchandising, decreasing site errors and customer complaints.
• Introduced a basic PMP function to the web development group that greatly streamlined and stabilized website design & maintenance, while decreasing rework and release timeframes.

Framingham, MA

Online E-Commerce Business Strategist

• Tasked with partnering with internal clients to roll-out a wide array of products into the online space for this industry-leading provider of high-end electronic products. Created strategic product plans that connected with off-site branding initiatives.
• Designed an online execution plan that helped to integrate Bose sound systems into the vehicles of several leading car manufacturers, while supporting their own promotional strategies.
• Effectively educated different internal business units in the benefits of online marketing through the company website to drive revenue growth and expand market penetration.

Project Manager

• Headed up various teams in launching and supporting aggressive website initiatives, while focusing resources to streamline operations and delivery complex projects on-time and within budget.
• Revamped and enhanced all customer interface points, ensuring optimal integration between Siebel & SAP, meeting all legal requirements and maintaining optimal customer satisfaction.
• Opened a new revenue channel for Bose products on Amazon.com, generating 35% of total revenue for these lines within 2 years.
• Project-led the online division in a company-wide upgrade of the SAP platform, resulting in extensive savings, higher work efficiencies and support for rapid growth.

Confidential

Marlboro, MA

Team Leader

• Trained, oriented and managed a group of 4 program consultants in providing and advising merchants on tracking performance metrics and highlighting new business opportunities. Acted as representative of the Client Services unit on several interactive task forces.
• Reached an 85% merchant referral rate and 60% increase in transactional revenue.
• Worked closely with key clients, including AOL, Verisign, About.com, Monster, Lending Tree, Sprint, Double Day and others.

Boston, MA

Account Manager

Responsibilities:

• Responsible for overseeing 3 account executives in targeting smaller core accounts after previously managing such major clients as IBM, Hartford Life, John Hancock and Fidelity. Coordinated all aspects of contract negotiations, executive presentations and creative market strategies.
• Prepared a portfolio of value-add website properties for JHRS, generating 1st year billings of $100,000.
• Expanded the project volume with IBM from 1 to 5 and billings from $100,000 to $400,000 after completing a technical audit of its outside vendor email capabilities and selecting best-of-breed for integration with IBM’s parameters.