Project Manager Six Sigma
Resume:
Connie Hall - resume
Hello and thank you for reviewing my resume!
My name is Connie Hall. I am personable, flexible, and team oriented. I have a passion for process improvement and customer-oriented
solutions. As I look to balance family and professional life, I am searching for my next opportunity in executive support.
I have 15+ years of professional corporate experience and have great references. Read on to see some of my accomplishments in this
space.
KEY ROLES AND TECHNICAL SKILLS
Intuit Health Group Supportability manager focused on operations excellence
Certified Six Sigma Black Belt; awarded the eBusiness “Best introductory project to Six Sigma”.
Awarded Autonomy Interwoven’s iImpact Award as well as Consulting Services Star Award
Project manager for multiple initiatives using the Six Sigma methodology and change management tools while also managing
project resources in a matrix-management capacity.
Business analyst for 4 enterprise Oracle ERP implementations (Order Entry, Accts Receivable, Payables, Mfg and Engineering)
at Sun Microsystems, Cisco Systems and Syntex Corporation.
My recommendations are referenced on Linked In:
http://www.linkedin.com/profile?viewProfile=&key=655551&trk=tab_pro#recommendations
Please review my resume for more detail. I look forward to speaking with you soon.
Connie Hall
******.****@*******.***
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Connie Hall - resume
CONNIE HALL
******.****@*******.***
EXPERIENCE
Cisco Systems 2010 - present
Project Manager - Project Manager for Cisco Services responsible for defining and executing metrics for the Commerce Business
Analyst team; optimization of the customer experience and processes related to business process management
Intuit 2010
Technical Support Manager - Supportability Manager for Quicken Health responsible for defining and executing the support
experience across all delivery channels (assisted and self-service) that optimizes the customer experience and eliminates the need for
customers to have to contact Intuit.
Effectively partner with Product Development, Product Management, and Marketing to ensure that our support strategy and
solutions drive customer adoption, engagement and retention.
Drive closed-loop learning and implementation plans that contribute to year-over-year reduction in reasons customers require online
and assisted support.
Define the overall customer experience for self-service, including self-service channels, user interface, personalized self-service
experience, customer engagement and collaboration, seamless transition to assisted support.
Lead all Supportability and User Assistance engineers to :
o Bring detailed knowledge of, and solutions to, customer problems and opportunities based on both quantitative data
(contact drivers) and qualitative customer feedback data.
o Improve customers’ experiences by focusing on ease of use and delight, measuring how we’re doing, and driving priorities
to improve.
o Resolve escalated cases in the manner that creates delight and trust, and drive root cause elimination
Autonomy Interwoven 2005 - 2010
Program & Project Manager - Technical account management: interfaced directly with external customers, sales, consulting,
engineering, product management and partners to address multiple issues, dissatisfaction with Interwoven responsiveness or messaging,
items needing an internal Interwoven champion, Interwoven product expectation issues and short term feature needs.
Monitored customer maintenance SLAs to ensure obligations are met or exceeded
Business systems analysis & project management: Revamp of two customer facing tech support sites using the Six Sigma
methodology as a baseline for project deliverables.
Cisco Systems 2004 - 2005
Black Belt / Business Operations Manager
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Connie Hall - resume
Black Belt for Cisco’s Services organization. Lead projects through project lifecycle methodology, provided coaching and built
process expertise within the functional organizations. Drove change management to ensure success of the initiatives.
Project Manager
Project manager for multi-million dollar ERP Financial Oracle 11i project. Included meeting deadlines as they pertained to the
boundary systems integrated into Oracle, test management and creation/delivery of boundary related test metrics to core Oracle
project team.
Sun Microsystems, Inc. 1995 - 2004
2001 – 2004 Six Sigma Black Belt (Project Manager)
Created and implemented a Customer Advocacy portfolio management process which drives the ranking and development effort of
the CA business needs.
Delivered technical consulting for the CA Availability program as well as Process Excellence and Six Sigma Framework programs.
Developed delivery of hundreds of global Availability & Quality needs as input into Sun's #2 goal for managing customer
availability V resulted in a reframing of Customer Assets Intelligence program and a $15M savings to recurring program costs.
Business consultant and quality program manager in Customer Advocacy organization fostering partnerships between Customer
Advocacy and Sun IT
1999 / 2001 Tech Support Manager & Project Manager
Managed the Global Bug Czars to drive the backlog of bugs to closure. Managed the Incident Management process, bug resolution
escalations and served as the primary conduit of information between the test team and the Project development team managers.
Managed service ticket escalations between IT Development, Technical Support and the global Business organizations.
eBusiness (Sun’s online store) Technical Support- Managed a functionally and geographically aligned team of 50+ people
responsible for sustaining global ERP software (who in turn supported hundreds of users of Sales Operations and eBusiness
applications); responsible for program and operational management of Sun critical applications which included coordination of
activities across organizational units, successful code changes via release management and interfaced with Senior Business and
Development Directors to define strategic goals.
Project Lead for SunStore project - a global Sun Sigma project to improve customer-facing Technical Support. The project resulted
in the reorganization of two technical support groups and provided a 10x improvement of the time-to-relief spec. This ultimately
opened the window of opportunity in the Technical Support organization to transition the support of other applications.
1996 - 1999 / Business Systems Analyst
Prepared IT Tech Support for Project Go-live which involved staffing the Incident Management Center and creating a global issue
handoff process between all three geos. Created a triage process for the 25 Technical Support Analysts covering OM and ITC as well
as in-house financial/inventory reporting systems. Streamlined the error correction process to ensure that corrective action across
teams was seamless and expeditious. Maintained a high level of relationship building efforts between the IT and Business
organizations.
Designed 60 as-is and to-be process flows for Order Mgmt and Invoice/Collect functions. Implemented 50+ preliminary solution
designs. Test Lead for design and execution of 2 test phases. Created a methodology for test script content and hundreds of script
conditions, handled debugging processes and monitored the environment bug promotion process. Analyzed Oracle vanilla software
for gaps and suggested solutions. Gatekeeper for setups changes.
Education and Memberships:
B.S. Business Administration, University of Phoenix
Member: American Management Association (Six Sigma)
Member: Oracle Applications User Group
Webmaster for non-profit youth organizations: South Bay Kids & Milpitas P.A.L.
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Connie Hall - resume
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