Exceptional Project Manager successful at directing change management initiatives requiring fast-paced execution. Dedicated team player skilled at mediation and conflict resolution. Desires the opportunity to revamp processes and procedures and increase efficiency and product quality.
Project planning and development
Agile Software Development
Dedicated team player
JIRA and Confluence Software
Project Manager, Scrum Master, Product Owner, 09/2015 to Current Rakuten.com – Aliso Viejo, CA
Manage project proposals from multiple business units.
Work with Product Owners and business units to gather business requirements.
Assess vendor products and maintain positive vendor relations.
Work with IT to scope upcoming projects.
Lead planning, review and retrospective sessions for Sprints and projects.
Direct all phases on Infrastructure projects from scoping to implementation.
Monitor timelines and flag potential issues to be addressed.
Coordinate design meetings and decisions across 5 internal departments and teams.
Implement a set of comprehensive tracking processes to monitor team performance.
Collaborate with the Quality Assurance and Operations departments to ensure product is tested and deployed on schedule.
Sr. Customer Service Analyst, Project Manager, 04/2015 to 09/2015 Rakuten.com – Aliso Viejo, CA
Analyzed and reported data regarding customer contacts.
Developed solutions to improve customer service when issues or trends arose.
Traveled internationally to provide onsite support at offshore call centers.
Customer Service point of contact on company and global projects.
Developed two executive presentations and reports to facilitate project evaluation and process improvement.
Supervised the work of 30 team members, offering constructive feedback on their work performance.
Customer Service Analyst, 04/2014 to 04/2015 Rakuten.com – Aliso Viejo, CA
Analyzed and improved policies and procedures to improve customer satisfaction.
Implemented and trained offshore call center on process updates.
Agile product management - product owner of Order Management system.
Developed project specifications.
Investigated trends in contacts.
Communicated with internal departments to make changes to improve customer experience.
Customer Escalation Specialist, 02/2012 to 04/2014 Rakuten.com – Aliso Viejo, CA
Resolved escalated customer contacts via email and phone.
Assisted call center agents in following policies and resolving customer contacts.
Collaborated with partners to improve services.
Assisted in development of policy documents.
Administrative Assistant/Patient Advocate, 01/2008 to 02/2012 Advanced Metabolic Care and Research – Escondido, CA
Communicated professionally with internal and external stakeholders
Performed tasks across job lines to improve efficiency, operations and customer service
Managed calendar and coordinated schedules for multiple doctors and offices
Screened, answered, and routed all communication in a clear, concise manner
Analyzed stakeholder concerns, conceptualized and implemented solutions to challenges
Lead team members on special projects for the medical practice.
MBA: Management, 2011 University of Phoenix - GPA: GPA: 3.91
Bachelor of Arts: Mass Communications, 1998 York College of Pennsylvania - York, PA GPA: GPA: 3.59
Minor in Marketing, Advertising, and Music Industry
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Companies Worked For:
Advanced Metabolic Care and Research
University of Phoenix
York College of Pennsylvania
Job Titles Held:
Project Manager, Scrum Master, Product Owner
Sr. Customer Service Analyst, Project Manager
Customer Service Analyst
Customer Escalation Specialist
Administrative Assistant/Patient Advocate
MBA : Management , 2011 Bachelor of Arts : Mass Communications , 1998
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