World Wide Technology

Senior Manager, Technical & Product Delivery

Senior Delivery Lead, Application Services

Sr. Consulting Program Manager

InMoment

Effectively manages all sold business by overseeing the teams responsible for delivery.  Ensures consistent support and delivery across the organization.  Works across other teams to set scope and budget, and then is responsible for ensuring accuracy in forecasting.  Oversees professional development and career growth across the program teams.  Oversees project operations, ensuring teams are following necessary quality process procedures, and monitors efficiencies across programs.

Operations Team Oversight

- Responsible for all project teams that oversee sold work
- Promotes teamwork and acts as business unit leader
- Works collaboratively across functional areas outside of direct team to ensure consistent delivery across the organization 
- Drives performance improvement and program efficiency efforts across teams 

People Development

- Onboards new team members
- Provides coaching and performance feedback for team members, responsible for 20+ direct reports
- Develops and promotes career pathing for individuals
- Ensures team accountability for QA and processes 

Sales Support

- Supports sales process by helping scope project costs and support team  
- Reviews new proposals when necessary to ensure scope is defined properly
- Works with BU Operations lead to identify and assign resources as new projects are developed

Financial Management

- Ensures all renewals are accurate and up to date in SalesForce
- Works with teams to monitor programs and make sure they are coming in as resourced via Kimble
- Stays up to date on resource needs based on pipeline

Service Delivery Lead

MaritzCX

Led engineering sprint teams to iteratively produce shippable product by doing the following:

-Organize and lead multiple sprint teams to iteratively produce shippable product 
-Run sprint planning, sprint backlog grooming, sprint retrospectives and daily stand ups
-Calculate and report sprint metrics (velocity, acceptance rates, etc.)
-Coordinate release activities
-Facilitate team success and remove impediments
-Educate internal stakeholders on scrum development process
-Provide input to improve product development process within the framework of an agile methodology

ScrumMaster

- Oversee large programs, focusing on launch activities such as documenting and defining requirements, managing to a signed Statement of Work, and development and implementation
- Collaborate with IT leads on creating Work Breakdown Structures for program development
- Communicate program requirements to the project team
- Manage change with clients through a change management process ensuring project remains on target, on time, and on budget
- Oversee quality management processes ensuring client deliverables are delivered accurately
- Document project plan for thorough transition from the program launch team to ongoing support team
- Manage budget and forecast for launch activities on a new program
- Contribute to internal initiatives around process streamlining, improvement and efficiency
- Manage up to six direct reports, completing evaluations and performance appraisals
- Participate in the interviewing and screening process of new hires
- Involved in resource planning to ensure projects are properly staffed and staff talent are aligned with project needs
- Provide training on tasks related to the operations of managing and launching research projects
- Serve as a quality auditor ensuring projects are following quality management system procedures
- Continually receives accolades from clients, internal team members and management 
- Known for building positive and powerful teams
- Participated on an Internal Maritz MPrize Process Innovation Challenge Team, contributing best practice ideas for managing programs utilizing the phone methodology

Senior Manager, Program Operations

- Launched and led an ongoing tracking program for a large wealth management provider
- Managed the launch of a tracking program utilizing the phone methodology for a large insurance provider, including data collection being completed out of seven individual survey centers
- Led project team through all aspects of project execution, including client management, process design and execution
- Communicated project requirements to project team, including IT and data collection staff
- Worked directly with clients to define program requirements for data collection and online reporting
- Ensured proper process and controls were in place to properly execute project according to design
- Managed three direct reports, completing evaluations and performance appraisals
- Participated in the interviewing and screening process of new hires
- Involved in resource planning to ensure projects are properly staffed and staff talent are aligned with project needs
- Provided training on tasks related to the operations of managing research projects
- Served as a quality auditor ensuring projects were following quality management system procedures
- Assisted in writing and reviewing components of proposals, including methodology/approach, operational design, schedule, and costing

Manager, Program Operations

- Managed day-to-day project execution ensuring quality, timing and productivity
- Created and maintained project schedules for ongoing tasks, coordinating with the internal team
- Managed program changes by coordinating with the external client and internal project team
- Served as main client contact for an online channel tracking study where I assisted in study design, conducted field management and produced client deliverables
- Assisted management with cost balancing and invoicing the project to the client
- Served as subject matter expert for internal quality assurance procedures
- Led quality assurance activities for verification of online reporting sites for a large program 
- Assisted in the bidding of large research projects, and prepared smaller bids for manager review
- Monitored project costs and forecast to initial budget 
- Served as a quality auditor ensuring projects were following quality management system procedures

Senior Project Director

- Executed various aspects of research operations on programs, including field production, quota cell management and sample management for ad hoc studies, utilizing the online and phone methodologies
- Provided updates on field production to internal and external program stakeholders
- Coordinated team efforts for interviewing, coding and data processing
- Led internal initiatives throughout organization with a focus on quality improvement
- Coordinated tasks across the different functions of a project team, including IT
- Monitored project schedules and costs to ensure actual costs were within reasonable limits of estimated costs
- Maintained field-ready questionnaires and conducted briefings and trainings with field teams
- Verified reports for accuracy and quality by checking data tabulations and other inputs to final client deliverables, online and offline
- Developed ongoing process improvements for specific job-related tasks
- Contributed to project documentation following Quality Management Procedures set forth by Maritz Research, an ISO compliant company
- Communicated and documented project specifications

Project Director

- Assisted in the execution of various aspects of research operations with a focus on monitoring and auditing data collection activities for programs utilizing the online methodology
- Completed established quality assurance procedures to ensure online surveys were correctly and accurately set up according to the project plan
- Coordinated and communicated to internal team members across IT, Fieldwork Services, and Research Operations
- Monitored project schedules for tasks across project teams
- Reviewed reports for accuracy by checking tabulations and reports

Project Coordinator

I am passionate about leading projects, teams and people to solve complex problems. I also love exploring creative ways to deliver experiences that connect with the consumer and drive behavior change. My past experience has been in Market Research, Customer Experience, Project Management, and People Management within the Customer Experience and Software industry, supporting Financial Institutions. The results of my work have been successful for many organizations across the country. 

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