Principal Project Manager, Professional Services

• Oct 2023 - Present

Project Manager, Technology

• Sep 2022 - Aug 2023

Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channels Enacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across… Show more Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channels Enacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across the business (ecommerce, customer care, operations, delivery, supply chain, etc.) Owned technology team’s request intake and triage process, routing requests across the spectrum from hardware/IT to internal tooling to feature requests on the website Managed major technology projects including a transition to zip-code based maps for Mother’s Day 2023, enabling UPS WorldEase labels for farm-direct shipping for Valentine’s Day 2023, and load-balancing subscription product sends based on current inventory Show less Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channels Enacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across… Show more Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channels Enacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across the business (ecommerce, customer care, operations, delivery, supply chain, etc.) Owned technology team’s request intake and triage process, routing requests across the spectrum from hardware/IT to internal tooling to feature requests on the website Managed major technology projects including a transition to zip-code based maps for Mother’s Day 2023, enabling UPS WorldEase labels for farm-direct shipping for Valentine’s Day 2023, and load-balancing subscription product sends based on current inventory Show less

Director of Consulting Services

• Feb 2022 - Sep 2022

Responsible for kicking off, staffing, and delivering over 100 unique client engagements per year (124 in 2021) Lead organizer for senior leadership meetings: developed agenda and cadence for Monthly Business Review meetings, identified and developed dashboards for key progress indicators across all departments, and revamped company-wide goals measurement and reporting approach for 2021 Created and administered ISE’s internal and external project management methodologies Developed the… Show more Responsible for kicking off, staffing, and delivering over 100 unique client engagements per year (124 in 2021) Lead organizer for senior leadership meetings: developed agenda and cadence for Monthly Business Review meetings, identified and developed dashboards for key progress indicators across all departments, and revamped company-wide goals measurement and reporting approach for 2021 Created and administered ISE’s internal and external project management methodologies Developed the Professional Services team’s capabilities and structure for varied internal and external projects Led multiple internal high-visibility projects from procurement through implementation and roll-out Crafted ISE’s internal change management team and process through education and executive coaching

Director, Project Management Office

• Mar 2020 - Apr 2022

Senior Manager, Service Delivery

• Jul 2018 - Mar 2020

Increased project efficiency from an average of 122% budget usage to 99% over four quarters via leadership of the project management and technical project lead teams Led transition of new incoming deals from recurring assessments to ongoing retainer services, allowing for more profitability and higher customer satisfaction but increased project management requirements Ongoing process creation and iteration to support new initiatives and company growth, including internal and external… Show more Increased project efficiency from an average of 122% budget usage to 99% over four quarters via leadership of the project management and technical project lead teams Led transition of new incoming deals from recurring assessments to ongoing retainer services, allowing for more profitability and higher customer satisfaction but increased project management requirements Ongoing process creation and iteration to support new initiatives and company growth, including internal and external Slack usage, project management methodologies, customer collection and contract cancellation SOPs, etc. Hire, train, and manage the Project Management and Resource Management teams (four direct reports, managing the work of a team of 20); mentor analyst team and corporate operations team Created company-wide bonus incentive plan and goal tracking process Oversee major events including execution of the IoT Village at DEF CON Champion of ISE’s grassroots company culture of inclusion, learning, excellence, and ridiculousness

Consulting Operations Manager

• May 2016 - Jun 2018

Implemented company’s first CRM (NetSuite OpenAir) to track project status, resource scheduling, and timesheets after a research and evaluation exercise. Successfully kicked off and wrapped over 300 projects since the system’s inception in January 2017 through present. Developed company project management best practices, processes and approach. Enacted internal project kickoffs and post-mortems to analyze project performance and scoping accuracy

Special Projects Manager, Product Management

• Dec 2015 - May 2016

Managed technology/development deliverables for company’s largest custom implementation to date Served as single point of contact representing developers and product managers in project scheduling and strategy planning Managed content and communication of code releases to keep the configuration team on schedule for delivery of completed project Prioritized defects for resolution based on contractual obligations and custom Service Level Agreement for the customer Advised other… Show more Managed technology/development deliverables for company’s largest custom implementation to date Served as single point of contact representing developers and product managers in project scheduling and strategy planning Managed content and communication of code releases to keep the configuration team on schedule for delivery of completed project Prioritized defects for resolution based on contractual obligations and custom Service Level Agreement for the customer Advised other projects for the Product Management team including a Business Objects upgrade, End-of-Life for a legacy reporting system, and managing and moderating the public Ideas Portal (customer submitted enhancement requests)

Support Manager

• Nov 2014 - Dec 2015

Oversaw the tier 1 support team in a period of high growth (inherited team of 7, left role with a team of 19) Managed team to exceed current metrics for efficiency, accuracy and customer satisfaction Processed all internal and external escalations Implemented a new phone and CRM system (SalesForce.com) Developed an ongoing Root Cause Analysis program Drove ongoing Customer Health and Net Promoter Score initiatives

Advanced Support Consultant

• Aug 2013 - Nov 2014

Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management. Built strong working relationships with contacts at all levels of each assigned account to ensure ROI of the ETO software product. Provided proactive and reactive support for questions, enhancements and issues with ETO software and add-on products and escalated issues internally as needed. Created custom manuals and documentation, training… Show more Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management. Built strong working relationships with contacts at all levels of each assigned account to ensure ROI of the ETO software product. Provided proactive and reactive support for questions, enhancements and issues with ETO software and add-on products and escalated issues internally as needed. Created custom manuals and documentation, training curricula, and any auxiliary collateral required for the client. Provided feedback on process development and improvement. Developed dynamic reports for users at all levels of organizational hierarchy, including key performance indicators, dashboard reports, regression analysis, data quality, risk metrics, and executive score cards. Contributed to internal cross-functional teams to improve product offerings, documentation, client hand-offs, etc. Advanced expertise with ETO software and all elements of the ETO suite of products. Comfort with MS Office (including advanced knowledge of Excel), SAP's Business Objects Web Intelligence, NetSuite, Google Sites, Google Docs, Groupsite, Bugzilla and Articulate.

Social Media Manager

• May 2013 - Aug 2013

Developed and managed communications and social media content and metrics for seven separate companies in the Foreman Wolf portfolio. Expertise with Constant Contact, Facebook Pages, Twitter, Instagram, SEO, Google+, and WordPress. Developed and managed communications and social media content and metrics for seven separate companies in the Foreman Wolf portfolio. Expertise with Constant Contact, Facebook Pages, Twitter, Instagram, SEO, Google+, and WordPress.

ASC Manager, Customer Support

• Sep 2012 - May 2013

At the direction of the CEO, developed a new department to serve key client accounts' unique needs. Provided proactive and reactive support for questions, enhancements and issues with ETO software and associated add-on products and escalate issues internally as needed. Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management. Managed five accounts personally, grew the team from one resource to six… Show more At the direction of the CEO, developed a new department to serve key client accounts' unique needs. Provided proactive and reactive support for questions, enhancements and issues with ETO software and associated add-on products and escalate issues internally as needed. Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management. Managed five accounts personally, grew the team from one resource to six full time resources to support 30 key accounts. Reported on entire team's account status to the executive team. Provided guidance to product team regarding the unique needs of larger clients with broad data sets. Managed staff both in office and staff working remotely.

Tier 2 Manager

• Jan 2012 - Sep 2012

Hired, trained and oversaw the Tier 2 Support team of product specialists (between two and three direct reports throughout my time in this position) to ensure availability for Advanced Support, an outstanding customer experience, and key performance metrics were met. Developed Tier 2 team resources (HMIS Analyst, Reporting Analyst, ETO Money Analyst) into effective customer resources and subject matter experts. Oversaw the Tier 1 Manager and her completion of all duties associated with… Show more Hired, trained and oversaw the Tier 2 Support team of product specialists (between two and three direct reports throughout my time in this position) to ensure availability for Advanced Support, an outstanding customer experience, and key performance metrics were met. Developed Tier 2 team resources (HMIS Analyst, Reporting Analyst, ETO Money Analyst) into effective customer resources and subject matter experts. Oversaw the Tier 1 Manager and her completion of all duties associated with that position (below).

Tier 1 Customer Support Manager

• Mar 2011 - Jan 2012

Hired, trained and oversaw the Tier 1 Support team (between four and nine direct reports throughout my time in this position) to ensure complete coverage and an outstanding customer experience Provided weekly reports to show key performance metrics were met (missed calls, first contact resolution, average call time, etc.) Developed standardized training for new hires. Implemented process changes for more thorough and efficient case resolution, ensured team adhered to established… Show more Hired, trained and oversaw the Tier 1 Support team (between four and nine direct reports throughout my time in this position) to ensure complete coverage and an outstanding customer experience Provided weekly reports to show key performance metrics were met (missed calls, first contact resolution, average call time, etc.) Developed standardized training for new hires. Implemented process changes for more thorough and efficient case resolution, ensured team adhered to established procedures. Enacted performance plans as needed for lower-performing staff.

Customer Advocate

• May 2010 - Mar 2011

Reviewed all incoming customer surveys. Provided feedback on common themes and issues to product team and senior management. Responded to individual surveys (if identifiable) with suggestions and feedback to help the respondent towards a more positive experience with the product. Continued previous duties of Customer Support Associate.

Customer Support Associate

• Nov 2008 - May 2010

Provided high quality customer service to non-profit and government clients via phone, email and chat. Logged issues for developer review. Contributed to online documentation and training materials. Mentored new hires.

Program Assistant

• Jun 2008 - Aug 2008

Managed day-to-day administrative duties of the program; orchestrated outings and events; dispensed medication to students. Managed day-to-day administrative duties of the program; orchestrated outings and events; dispensed medication to students.

Cashier

• Jul 2001 - Jan 2008

Corn-fest faithful. Corn-fest faithful.