Summary

Accomplished Program Director and Customer Experience leader known and respected for leading successful programs from idea generation through post implementation. Exhibits the innate ability to breathe life into an idea, see it become reality through innovation, hard work, hands on leadership, with a stellar ability to bring form to chaos. Detail-oriented Senior Program Manager and strategic solutions provider with outstanding project management, conflict management, and risk mitigation skills.  An active Accessibility champion with the ability to bridge the gap between business and technology with proven expertise documenting WCAG specific requirements, evaluating risks, creating wireframes, and key fix documentation. Directed PMO team members, and accessibility champions, to solve business problems and provided tangible results for Verizon Wireless. A self-motivated leader with a proven track record of setting goals, establishing challenging yet realistic deadlines, in collaboration with team, and achieving optimal results on a daily basis.

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Professional Experience

Insight Global - for Verizon

Moxie USA Akron Ohio 2017 

Sr. Program Manager Process Improvement, Accessibility SME

• Accessibility Strategy consultant to Verizon

• Manage company specificity within WCAG Guidelines 2.0 AA

• Provide accessibility training and development

• Lead strategic projects from ideation-to-post-production

• Manage World Space Deque product strategy-to-implementation

• Recruit, Interview, and provide hiring recommendations to client

 

Verizon Basking Ridge New Jersey 2005 - 2017

SMTS QA, Sr. Program Manager

• PMO Strategist, process, procedure, template creator.

• Evaluated program impacts, assign PM, and provide mentor-ship

• Manage strategic projects from ideation-to-post-production

• Recruit, Hire, and Manage Quality Assurance Testing Team

• Hand-picked by Executive team to manage high profile projects ($205 M - $435M+)

• Manage Sales, Marketing, and Technology projects ($1M - $14M)

• M&A (Merger & Acquisition) Program Manager ($28.1B)

• Achieved success by implementing process improvement and reducing costs by $4.4B

• VZ Leadership Program Leading for Results

• Documented SDLC: current situation, defined happy path, defined SLA

• Develop wireframes and prototypes for VOC recommendations

• Translated analytics and data into helpful marketing insights 

• Omni Channel Kaizen lead

• Influenced lifetime value through higher product adoption and net promoter score Effectively mapped product roadmap and customer journeys

• Defined operational metrics for team and set ROI validated by finance

• Established Executive Dashboard for tracking metrics and identifying improvement

 

DMG World Media Akron Ohio 2004 – 2005

New Media Consultant and Customer Experience

• Set Business Development strategy

• Recruited, Hired, and Managed Sales Team

• Management & Process Improvement consultant for show organizers

• Food Network Great Big Food Show® Product development & Consumer Sales ($10M)

• Developed Access based CRM to manage all Vendor & Consumer communications

• Created and managed HTML forms, newsletters, and show related email communications

• Website & Program Strategist

• Created consumer and vendor registration websites. ($1M)

• Achieved 20% gross margin increase for B2B site

• Provided Product development consulting

• Conducted Focus Groups and Market Research for B2B and B2C brick mortar & web feedback. Conducted Customer Experience & Usability web design achieving 3.2 customer rating (out of 4)

 

Wheroware division of DMG World Media McLean VA 2000 – 2004

VP Operations and Client Services

• Set Strategy, developed process and procedures, aided CEO and President in formulating long-range company goals and objectives ($28.7M)

• Recruit, Hire, and Manage Account Management Team, Development Teams, and Services Teams

• Directed and coordinated activities of Customer Care and Technical Operations

• Created New Business Development Accounts with revenue generating services Marketing Research, Focus Groups, Surveys (online, direct mail, telephone) Assisted clients in Industry Best Practices

• Technical subject matter expert for new media technologies

• Effective translation of client’s business requirements into systems design and project milestones.  Received customer award for simplifying complex solutions into easy-to-follow processes.

• Provided customer experience improvement recommendations, provided usability wins with proven NPS improvements. 

 

This End Up Furniture Richmond VA 1991 -2000

Internal Strategy Consultant & Project Manager

• Provided PMO strategy

• Managed all corporate projects from inception to completion. $22M

• Process Improvement consultant for Retail, B2B, Catalog, Direct Mail Sales & Ops

• Developed technical solutions for ERP, DRP, SO, and CC

• Developed detailed baseline process maps for business support functions, process review of current business practices, and identified improvement opportunities. Worked in partnership with cross-functional teams to implement improvements

• Conducted due diligence on company acquisitions, diagrammed system & process flows, in addition to documenting overlap and interface opportunities

• Developed, implemented and managed strategic store-within-a-store concept with the following retailers: Army & Air Force Exchange Service, Aaron’s Rental Purchase, and Linens’ n Things. AWARD HIGHLIGHT: First approved SWIS within AAFES

• Created triage results team for non-interfaced systems as alternative plan for COO and President

• Conducted System and operational reviews for POS, ERP, Mainframe AS400, DRP, and MRP. Created user manuals, training sessions

• Conducted Needs Assessment, RFP preparation, response analysis, vendor short listing, coordinated vendor demonstrations, vendor and software selection. Highlight: RFP comprehensive enough to allow vendors to guarantee their estimates

• Implemented Change Management System

• Provided strategy, developed and managed New Store Opening and Closing Program

• Provided approach, managed, and executed West Coast exit strategy

• Regional Sales Manager for Los Angeles and New Jersey Regions (largest in the company) until moved to Corporate Office in 1994. Highlights: Increased sales in New Jersey district by 35%. Decreased expenses in Los Angeles by 10% and increased sales by 15%.

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Education, Certifications, & Awards

• High School Diploma Firestone High School 1979

• Attended University of Akron 1979-1982, 2012 -2014

• University of Mgmt. & Technology 2008 – 2011 Executive Certification Project Mgmt.

• PMP, Six Sigma Green Belt. Agile Project Management

• VP of Excellence Award: 2013 & 2014

• SVP Excellence Challenge Award: 2015

• Tireless Wireless Award winner: 2012, 2013, 2014, 2015

• Spotlight Awards of Excellence: 2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017

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Additional Information

• Highly skilled in all Microsoft Products including Excel, Access, and SharePoint

• Administrative level experience with Clarity, ALM, Remedy, JIRA, Confluence, Instanstis and other technologies

• Experience within Oracle, BCC, Endeca, Peoplesoft, SAP, ERP, DRP, POS, ACSS, Salesforce.com, IBM Accelerator

• Assistive Technology experience with Talkbalk, Voiceover, VOX, JAWS, and NVDA

• Quality Assurance Accessibility Testing with Wave, HTML Sniffer, Google Accessibility Audits, Deque Comply/Amaze/Attest/Fire eyes/AXE, Color Contrast Analyzer, WCAG Contrast Checker, Web Developer Toolbar, AC Checker,

• Veterans Advisory Board of Verizon  ERP member (VABVZ) 

• Women’s Association of Verizon Employees member-at-large

• Adobe Test & Target (Targeter), Site Catalyst, and Digital Debugger