acpcz5@r.postjobfree.com ? San Jose, California ***23

Project Manager Project Director Program Manager

Specializing in User Experience Design and Support

Vision-driven, highly accomplished project management and relationship

management professional with a track record of success in customer

usability, delivery, team management and release planning. Proven manager

with extensive experience directing projects from inception to completion.

Hands-on leadership experience with proven success in the development of

policies and practices. Resourceful team leader with the capacity to

multitask in a fast-paced environment while achieving organizational and

customer objectives. Additional core competencies include:

( Project Management ( Strategic Planning ( Product

Management

( Process Analysis ( Leadership/Team Building (

Training Development

( Customer Relations ( Incident Management (

Business Consulting

( User Research ( User Testing ( Workflow Design

( Quality Assurance ( User Centered Design ( Agile /

Scrum

Career Overview

General Assembly, SF, CA

Project Manager / UX Designer (Dec. 2014 - Feb. 2015)

Immersion program that combined both a classroom and professional

environment to deep dive in to everything needed to deliver and awesome UX

experience. Went through key objectives in lectures, discussions, and

activities with industry insiders during talks and panel discussions.

Leveraged daily workshop time to reinforce both skills and techniques

covered in class.

. Project to create a mobile app to notify family members of Life

Alert's users. Also redesigned website to expand their current market

in conjunction with the new features included in the mobile app.

Conducted user research and testing during development to ensure the

app's functionality would remain viable for both new and existing

customers.

. Developed a marketplace for the automotive platform Motorso.com.

Leveraged their visual search functionality to let customers shop by

objectives such as speed and performance. Created end to end-shopping

experience from product layout to customer checkout. Worked with

industry professionals as well as customers passionate about online

shopping to build out the optimum ecommerce experience.

Intuit, Inc. Mt View, CA

Project Manager - Usability (2013-2014)

Managed a team of seven professionals supporting three SaaS products.

Ensured the timely identification of unexpected behavior. Communicated

issues found to cross-functional teams for timely resolution. Established

and steered high quality user experiences based on customer feedback.

Partnered with internal resources to design testing gathered from customer

usability insights. Guaranteed new features and products did not negatively

impact users' experiences. Managed project timelines to facilitate on-time

delivery. Acted as the 'voice of user' while prioritizing work to be

completed on each release.

. Orchestrated the redesign of project team following reorganization,

resulting in combining two different teams into one cohesive unit to

ensure client deliverables were met.

. Lead team in daily scrums to ensure projects were on schedule for time

monthly releases, but engaged as needed when projects were in danger

of missing their deadlines.

. Trained new team members to lead scrum as well as actively participate

in scrums outside of the Usability team.

. Forged relationships with customers to rapidly resolve and enhance

usability issues to ensure continual client satisfaction.

. Created dashboard used to report out issues to leadership to facilitate

with prioritizing issues.

. Provide detailed assessment of customer feedback used to prioritize

issues being seen in production.

. Created roadmap of features to develop or improve based product on

customer insights working with in business requirements.

. Significantly improved workflow by collaborating with product management

during review of customer feedback to achieve a better understanding of

the issues they were encountering during migration to the new user

interface.

Senior Usability Specialist (2010-2013)

Utilized customer insights to develop and direct high quality user

experiences for QuickBooks and Payroll clients. Collaborated with internal

teams to design and execute testing on customer usability to grow ecosystem

for new and existing product features. Ensured new features positively

impacted user experience. Communicated and engaged clients in product

planning process. Created innovative test for new features to guarantee

product was delivered on time. Analyzed features to determine if feature

should be deployed with new release. Spearheaded discussions with product

development and project management to enhance workflows using data gathered

from users.

. Drove the growth of team from two to six top-notch software professionals

by constructing and presenting a compelling business case for growth.

. Recognized for reviewing 500% more cases than peers while simultaneously

delivering rapid turnaround times.

. Filled a critical role during UI refresh, working with QA each sprint to

identify and prioritize issues found during testing.

. Gathered feedback from new customers experiencing problems when using the

new UI and built use cases for improvements.

. Actively participated in scrums outside of the Usability team depending

on projects BU needed customer insight

. Made significant improvements in both process and functionality by

conducting a post-busy season survey of every agent in BU to find out

what worked or could be done differently next year and sharing findings

with leadership.

Supportability Specialist (PayCycle)(2009-2010)

Worked hand-in-hand with product development and product management to

rapidly verify and resolve customer-identified issues. Planned and executed

cross-functional team meetings to discuss issues. Gathered detailed data

from clients. Constructed a comprehensive reporting process to record the

number of issues reported by users. Prioritized issues for resolution.

. Pioneered the creation of a formal process to engage product

development teams when issues were identified during production; acted

as point of contact to liaise between teams.

. Collaborated with internal teams to design and revamp user interfaces

to ensure client satisfaction.

. Implemented daily scrum to match development practices with new

organizational structure after acquisition.

Advanced Support Representative (PayCycle) (2004 to 2009)

Communicated with customers via telephone or internet chat to resolve

advanced product issues. Rectified complex client payroll issues to ensure

compliance with state and federal tax agencies. Added and managed

knowledgebase articles for Advanced Support Representatives. Mentored newly

hired Tier 1 Agents to guarantee familiarity with proper product and

customer support protocols.

. Streamlined account corrections through development of innovative

procedures and processes.

. Delivered support to tier 1 support agents by filling in knowledge

gaps to resolve customer issues in real time.

Credentials

Bachelor of Science - Business and Management Information Systems 2004, San

Jose State University

General Assembly - User Experience Design Immersion, San Francisco February

2015

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