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.

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

• 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 up to a $100M a year resulting in savings of over $29M globally within 2 years.
• 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

• 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

• 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

• 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.

Tools: & Technology: 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