Technology Leader

Jacqui Erickson

Email: *********@********.***

Address: *** ********* *****

City: Los Angeles

State: CA

Zip: 90069

Country: USA

Phone: 323-***-****

Skill Level: Management

Salary Range: 125

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jacqueline M. Erickson, CSM

816 Westmount Drive, Apt 202

Los Angeles, CA 90069

mobile: 323-***-****

email: *********@********.***

Management & Technology Leader

Proactive and results-driven professional with extensive

account management, project management and relationship

building experience. Highly adaptable and able to perform at

high levels regardless of the specific technology or

environment. Quick to grasp new ideas, concepts and

technologies. Proven leader and team player who utilizes an

energized, creative and entrepreneurial approach to

transform goals and forecasts into an achieved reality.

Consistently provides total client satisfaction while

maintaining a track record of on budget and on time project

completion. Employs exceptional communication skills to

optimize team performance and analytical abilities to

understand, master and troubleshoot technological solutions.

Key liaison between multifunctional internal groups,

executive staff and external partners.

Areas Of Expertise

i Agile Methodologies

i Project Management

i Change Management

i Performance Improvement

i Strategic Planning

i Mobile Marketing SaaS

i SMB and Enterprise Sales

i Broadband Cable Services

i New Product Roll Outs

i Client Relations & Services

i Vendor Relationships

i X-Functional Team Building

i Strategic Planning

i Technical Translation

i Functional Testing

Professional Experience

MobileStorm Inc. Los Angeles, CA -- 2007 - 2012

Director of Project Management and Technology Team Leader

11/10 - 03/12

i Scrum Master of Agile offshore development teams for new

and existing SaaS platforms.

i Tech Team Leader responsible for team productivity;

including 3rd party DBA and System Administrator.

i Prepared $1+ million Technology Department budgets;

including product and organizational changes.

i Ensured existing and new SaaS platforms maintained a

minimum 99.55 uptime.

i Orchestrated HIPAA compliance requirements being met on

monthly, quarterly and yearly basis.

i Directed the completion of enterprise client RFI's, RFP's

and Information Security Questionnaires.

i Managed vendor and client risk management; including

HIPAA, ISO9001 and SAS70 compliance.

i Provided expert domain knowledge on email and SMS platform

functionality and client usage.

i Participated in existing platform enhancements and new

product road map strategizing and planning.

i Directed Sales, Client Services and Marketing major

projects; incl. large scale tiered pricing program.

i Acted as Healthcare and Enterprise client advocate to

Technology and Product Teams.

i Member of Product Stakeholders Team, Healthcare Client

Committee and Executive Leadership Team.

Senior Account Manager -- 09/09 - 10/10

i Managed a monthly average of 10 enterprise clients and 15

SMB clients with a 0% client churn rate.

i Maintained a 100% success rate on prospective enterprise

clients' Pilot and Proof of Concept Programs.

i On boarded and managed the first health care clients;

leading to the creation of a new Sales vertical.

i Created and instituted new Strategic Account Management

processes and documentation.

i Became SMS provisioning and compliance guru - saved dept.

$5000 a month when given the position.

i Proposed CEO approved commissioned Account Management

Upsell and Renewal Sales program.

i Built synergistic Client Services Team structure

supporting Legendary Customer Services core value.

i Created SMS message work flows and SMS use cases for

client, Sales Team and Support Team usage.

i Member of Core Values Development Team and ThoughtWorks

Agile Test Team.

Senior Digital Sales Executive -- 12/07 - 09/09

i Achieved highest performing sales manager status within 6

months.

i Maintained client retention rate of 76% with an average

client lifecycle is 22 months

i Consistently met or exceeded monthly recurring and non-

recurring new sales goals.

i Generated over 30 long term multi-services contracts with

yearly renewals

i Identified new SMB and enterprise prospect opportunities

and existing client up sells.

EarthLink Inc., Pasadena, CA -- 1998 - 2007

Broadband Vendor Relations Manager -- 09/01 - 11/07

i Served as the cable vendor expert to internal teams and

as product expert to external service providers.

i Wrote and maintained original cable product documents;

i.e. Cable Product Definition and SOP's.

i Rolled out cable product to 40 TWC markets; led onsite

product and process training sessions.

i Monitored all vendor cable vendor performance metrics to

ensure compliance with established SLA's.

i Managed 22 TWC markets; all consistently met or exceeded

year-end goals for 4 consecutive years.

Broadband Executive Relations Manager -- 11/00 - 09/01

i Developed tools to identify, measure and resolve key

service deficiencies; i.e. escalation trend analysis.

i Created key team and vendor performance metrics for

monthly, quarterly and annual escalation reports.

i Executed confidential special projects for Broadband EVP,

Legal and Corporate Communications teams.

i Educated Customer Service and Support Teams on Broadband

standard and value-added products.

i Member of the Broadband Customer Experience Task Force.

Facilities Integration Coordinator, Operations

06/00 - 11/00

i Interfaced with EVP and VP's regarding scope of team

projects and proposed space efficiency solutions.

i Analyzed the department total and individual teams

staffing needs and site requirements.

i Consulted with product vendors, design firms and

contractors onsite in Pasadena, CA and Atlanta, GA.

i Facilitated space redesign, build out or relocations at

five locations in Pasadena, CA and Atlanta, GA.

Executive Assistant to Senior Vice President

09/98 - 02/00

i Managed proactive working relationship with the Executive

Team, the company Founder and Board.

i Coordinated Senior VP's Sales and Business Development

projects to ensure optimal productivity.

i Monitored Sales and Business Development department

budgets and staff allocations.

i Performed a large range of administrative duties and

discreetly handled confidential business matters.

Professional & Education Development

PROFESSIONAL DEVELOPMENT:

i World Wide Who's Who Member

i Agile Scrum Master Certification, Scrum Alliance

i Performance Management: The Leadership Bridge, EarthLink

Certificate

i Stepping up to Management, EarthLink Certificate

i PLC Pzzazz, The Project Life Cycle, EarthLink Certificate

i Fast Start in Project Management, Systamation Certificate

Education: A.A. in Business Administration,

Bay State College, Boston, MA 1985

References and Recommendations

References: Available upon request.

Recommendations: Please see LinkedIn profile

http://www.linkedin.com/in/ericksonjacqueline

Microsoft Word Resume Available on Request

Contact this candidate