Customer Success Project Manager

• Oct 2021 - Present

Project Leader

• May 2019 - Oct 2021

Serve as the lead on implementing strategic EDI projects on to True Commerce. Maintain project plan, schedule, risk log, and scope change.Host weekly status calls with key stakeholders (client and internal), to provide current status and review risks to the project timeline.Responsible for ensuring project schedule is on track and managing risks to the timeline.Utilizes tools such as AirTable and Mavenlink for project management. Serve as the lead on implementing strategic EDI projects on to True Commerce. Maintain project plan, schedule, risk log, and scope change.Host weekly status calls with key stakeholders (client and internal), to provide current status and review risks to the project timeline.Responsible for ensuring project schedule is on track and managing risks to the timeline.Utilizes tools such as AirTable and Mavenlink for project management.

Consultant/Acting Project Manager Digital Operations

• Jul 2018 - Dec 2018

Identify and prioritize defects within the digital space, working via the Agile methodology and Jira to manage defect and enhancement user stories.

Consultant - HQ CS Operations

• May 2015 - Jun 2018

Project Manager owning the Device Trade-in program for HQ Customer Service Operations as part of the Process Excellence team. Focus on customer and frontline experience, creating requirements for future enhancements utilizing Agile Methodology.

Sr. Analyst Product Execution Team (Sales Operations)

• Jul 2014 - May 2015

Analyst - Go To Market Cust Svc Projects

• Aug 2011 - Mar 2014

Directly responsible for tactical execution of national Go To Market initiatives at the area and center level. Consult on implementation plan, training materials, delivery methods during the Go To Market planning process.Assess and monitor marketing init to understand customer and employee impacts as well as impacts or risks to Customer Service efficiency targets.Inspect launch execution at center level including training delivery, training effectiveness, communication, resource utilization, customer and employee feedback through roundtables, leadership debriefs, and reporting reviews.Quantify area process improvement proposals and recommend implementation priority.Provide operational expertise and launch support as a subject matter expert on products, devices and pricing initiatives.Identify feedback, trends and recommendations to HQ.Recommend actions plans to mitigate any identified impacts or risks and support the implementation of actions plans at the center level.

National Account Liaison

• Mar 2007 - Aug 2011

National Account Coordinator

• Feb 2005 - Mar 2006

Account Coordinator

• Feb 2004 - Mar 2006

Sales Associate

• May 2000 - Mar 2005