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Click here or scroll down to respond to this candidateCandidate's Name
Professional SummaryHighly skilled MIS professional with comprehensive technology and banking contact center experience. Outgoing partner and leader building strong relationships with project teams, stakeholders, direct reports, and senior leadership. Strong analytical and problem-solving skills which will bring tremendous value to your organization.Work HistorySenior Program Manager 06/2021 05/2022Medallia, Birmingham, AL(12-month contract through ITAC Solutions)Responsible for managing team of senior technicians implementing and supporting Customer Experience (CX) and Employee Experience (EX) solutions in the financial services industry. Customers supported were branches, contact centers, and internal employees.Worked with external clients to identify projects and change requests for prioritization.Gathered and documented business requirements for client requests.Monitored scope, requirements, timelines, and financials for each project assigned.Created test cases for Quality Assurance and User Acceptance Testing (UAT).Performed Quality Assurance testing to ensure quality of work prior to client testing.Maintained archive of project documentation and specs.Managed implementation of Ideation Management Solution for clients team members.Managed integration of Digital Experience Monitoring (DXI) solution with CX platform.Managed implementation of Text Analytics (TA) solution for complaint management.Senior Technical Project Manager (TPM) 04/2019 06/2020Wells Fargo, Birmingham, AL(12-month contract directly with Wells Fargo)Responsible for managing project to transition Midwest investment and mortgage branches to new security model for HP printing, copy, scan, and faxing capabilities. These changes ensured improved information security through network connectivity and new device placements.Led team of TPMs providing leadership and guidance for our assigned project.Collaborated with internal clients to review new HP device placement designs and project plans.Acted as liaison between client and technology teams.Gathered client requirements for device placement and created design specifications.Maintained archive of project documentation and specs through SharePoint.Provided informational presentations to internal clients to share changing device model.Monitored scope, requirements, timeline, and quality for each branch location.Transitioned 200+ branches increasing transition rate from 6 (when I joined) to 13 per month.Technical Manager 11/2012 01/2019Wells Fargo, Birmingham, ALResponsible for managing a team of Technical Project Managers (TPM), Engineers, Systems Analysts, and Business Analysts. Primary team functions included managing infrastructure implementation projects, performing change management review, asset management, audit and compliance remediation, and other projects as assigned.Built and managed a new team of infrastructure Technical Project Managers (TPM).Collaborated with stakeholders and senior leadership to ensure all projects are on-track.Collaborated with internal and external technology teams (Verizon, Genesys) to provide delivery of call routing and telephony solutions for contact centers around the world.Create and maintained project documentation through SharePoint.Performed twice yearly capacity planning exercises with our technology partners.Managed Pipeline Management function ensuring alignment with resource availability.Designed and documented new Agile project request process reducing large project requests by 40%.Performed data analysis on department budget to ensure compliance with company benchmarks.Designed and documented updated version of infrastructure implementation process reducing time to market by 33%.Designed and documented update Change Management process improving compliance and soundness to technology changes.Routinely provided presentations to executive leadership, senior leadership, and our organization of 130 team members.Technical Project Manager (TPM) Business Analyst 01/2006 10/2012Wells Fargo Wachovia, Birmingham, AL (Merged in 2010)Responsible for managing implementation of technology solutions for contact centers around the world. This was achieved through Technical Project Management and Business Analysis. This included installation and updates of Cisco Voice Over IP (VOIP) and analog telephony (Aspect, Avaya, etc.). Also included was transition and changes for intelligent call routing (Genesys, Cisco).Collaborated with internal and external technology teams (Verizon, Cisco) to provide delivery of call routing and telephony solutions for contact centers around the world.Managed call routing rules for intelligent call routing model between carrier (Verizon) and platform owners (Cisco, Genesys).Managed project documentation through SharePoint.Monitored scope, requirements, and timelines for each project assigned.Documented design of new Cisco VOIP platform on behalf of TPM team.Created team overview and ongoing mentoring for new VOIP platform to our TPM team.Created and documented new change request process supporting VOIP platform.Managed implementation of companys first On-Hold Call Back platform.Performed several analysis assignments using Excel (expert), database exports, and many other tools.EducationManagement of Information Systems Finance 01/2004 06/2011University of Alabama at Birmingham (UAB)Two years of course work completed toward B.S.GPA: 3.95Relevant Professional DevelopmentProject Management Body of Knowledge (PMBOK)LinkedIn Learning, 6 hours, 15 minutesAgile FoundationsLinkedIn Learning, 1 hour, 35 minutesMicrosoft Project Essential TrainingLinkedIn Learning, 5 hours, 21 minutesSkillsBusiness Analyst Technical Project Manager PMBOK Business RequirementsWaterfall Agile SDLC People Management Team Development Problem SolvingRoot Cause Analysis Data Analytics Customer Experience (CX) Contact Center SolutionsIntelligent Call Routing Voice Over IP (VOIP) IVR Workforce Management (WFM)Infrastructure Management Implementation Management Change ControlRelationship Building Conflict ResolutionToolsMS Office Excel (Expert) MS Project MS Visio MS Access MS Teams SharePoint SmartsheetGoogle Slides Google Sheets Google Docs Remedy FinHub Mavenlink SalesforceBirmingham, AL 35124 PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLE |
