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Project Manager Management

San Antonio, Texas, United States
February 22, 2018

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Felicia A. Cantu, PMP, SSBB

**** ******

San Antonio, Texas 78245

(H) 210-***-**** (Cell) 210-***-****

An organized and detailed oriented Business Process Manager/Project Manager, able to see the “big picture” vision and convert complex requirements into actionable project plans. Strong ability to prioritize and delegate tasks, and proactively apply six sigma early in the project lifecycle to effectively ensure timely project completion and delivering the ultimate positive stakeholder experience. Solid training and experience in the Quality, Six Sigma and Project Management fields and ability to establish rapport with a wide variety of people. Professional skill sets include:

Six Sigma/Kaizen Applications

Change Management

Supply Chain Management

Project Management Skills

SAP ERP Implementation

SDLC/Agile methodology/RUP

Business Analysis Techniques

Business Process Management

Data Migration ETL Process

Quality & Risk Analysis Techniques

Customer Management

SAFe 4.0 Agile Methodologies

United Services Automobile Association (USAA), San Antonio, TX 02/2017 - Present

Senior Development Product Owner, Human Resources Operational Excellence

Lead and execute the HR Core Backlog that supports the improvement in employee experience for several HR Staff functions. Primary workstreams include: GSD, Core Absence, Core Benefits, Core CFO, Core Employees, Core Enterprise, Core Payroll, Core Security and Core Talent Management.

Work with project leadership and stakeholders to influence the HR Backlog roadmap (Big Rocks) considering technology changes, user experience concerns, and compliance risk.

Schedule and prioritize the work items (product) based on HR Staff Operations priorities, Enterprise priorities and HR People Strategy to deliver positive experiences to both members and employees.

Using quality tools and risk analysis, manage, prioritize, and assess the impact of all work items, such as new features, defects, etc., including providing the decision to create, fix or defer at the project and program level.

Built trust with stakeholders through routine stakeholder meetings to provide updates on work item progress and issues.

Partner with CFO HR Compliance to identify and document all CFO HR compliance items, targeting high risk items. Result: Identified 81 high risk items in August 2017, prioritized and scheduled the compliance issues through backlog management and within three months (11/2017) narrowed down the compliance issues to 41 compliance items.

Prepare the business for the product change, to include providing the tactics and metrics for benefits, adoption, and risk. Work with Learning & Development and Change Management to determine the best method to communicate and ensure an effective transition of Workday features being released. Examples include using Walk-ME’s, FAQ’s, and Banners.

United Services Automobile Association (USAA), San Antonio, TX 06/2016 to 02/2017

P&C Staff Operations, Program Project Manager (Non-IT) - Contractor

Supported project management and Enterprise Risk Management (ERM) for P&C Process Excellence (Disciplined Execution), Experience Ownership Training and Development and Claims Accuracy Realization (CAR) program.

Using Visio and process mapping techniques, initiate the process of base lining current Non-IT program and project management processes being utilized by the P&C organization.

Using SIPOC, VOC/CTQ, risk and document analysis, identify and recommend process changes that can be easily and quickly adopted by P&C Teams that establish early success and momentum with Waterfall methods (potential movement to Agile).

Facilitate Work Breakdown Structure and Planning project workshops and continuous project consulting during execution with the end goal to ensure delivering the right product to the stakeholders

Working with prioritized team leaders, help guide, build and prioritize a program of projects and business initiatives, applying various quality tools such as affinity, decision tree analysis and check sheets, that the team will execute on behalf of the appropriate Program Sponsor with the objective of both building quality and promoting the acquisition of mature program-project management skills and behaviors.

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Tesoro Corporation. San Antonio, TX 02/2016 to 05/2016

Randstad, Senior Project Manager - Contractor

Part of the Tesoro Project ONE SAP S4 Hanna implementation team using SAP Activate Methodology to replace legacy SAP Systems and outdated tools and infrastructure and improve overall Enterprise Risk Framework and performance with internal and external customers. Responsible for providing project management and Lean Six Sigma leadership in the successful development of the Data conversion and governance process, including master data, cleanup and data conversion to ensure compliance to risk and industry standards.

Scoped and redesigned the Tesoro Short-Term and Long-Term Data Conversion and Data Governance Strategy, Vision, and Roadmap to ensure compliance to S4 Hanna technology, and industry guidelines. Outcome: Project One Data Conversion Strategy approved 4/29.

Developed the Data Governance SharePoint site as a Forum for data quality issues, open items, data standards, and policies. Outcome: Shorter response delays to team issues, increased team productivity.

Collaborated with Business and IT Architects to identify best practices, utilizing SIPOC, Affinity Diagrams, VOC/CTQ for data mapping and data quality through evaluating WRICEFs. Outcome: ETL Field mapping document.

Responsible for metrics and analysis of the Project ONE PMO dashboard reports and change order processes. Outcome: metrics of project performance trends that need immediate attention, reducing risk, quality and customer satisfaction.

Worked with core IT functions (e.g. architecture, infrastructure, and security) and managers to ensure proper project integration of security controls. Applied business process mapping to identify the key stakeholders, utilized impact analysis and VOC to uncover and close critical loopholes to maintain security network, managing the security of data access as well as privacy of data sharing in compliance with external regulations and internal policies, cyber security roadmap impact analysis.

Using Kaizen workshops, assisted Solution Architects to identify ProjectOne scope, pain points, enterprise risk and business benefits for Hydrocarbon (HSC), Procure to Pay (P2P), Record to Report (R2P), Order to cash (OTC), Hire to Retire (HTR) functional groups.

Wellmed Medical Management. San Antonio, TX 12/2015 to 02/2016

Teksystems, Senior Project Manager Contractor

Temporary Consulting assignment managing 9 Instructional Design Managers in the Clinical Education department at Wellmed Medical Management for an employee on maternity leave. Typical clinical training programs include DataRap, Insurance and Diabetes care.

Managed a large-scale program design utilizing DMAIC, engaged stake holders and clarified the case for change and expected outcome to ensure a positive impact to the Wellmed patient and physician network.

Collaborated with Instructional Designers and led process improvement workshops to research, design and develop informal and formal learning solutions in a variety of methods following the ADDIE model.

Managed the Clinical Education master project plan and ensured the Instructional Designers provided real-time updates on project status, resources, risk and budget.

Petco Animal Supplies, Inc. San Antonio, TX 09/2011 to 11/2015

Business Process Lead (2011-2013)

Business Project Manager (2013-2015)

Using Agile methodology, led internal, external and offshore teams in the development, design, analysis and execution of the online GUESTbook Scheduling tool solution (SAAS solution), which replaced the legacy scheduling systems across the service business lines (Grooming, Dog Training, Pooch, and vaccinations. Expected Outcome: Improve sales by $14.6M with one new appointment per store per service per day, 1400 stores. Centralized price management and improved customer data collection. Project size: Large, Team: 35, Complexity: High.

Provided process design expertise in the development and implementation of the Petco Supplier Program Management program. Outcome: A streamlined Indirect Procurement Petco Supplier Management Program with internal controls to identify cost reductions, risk and continuous improvements by challenging users and suppliers on demand, program design, cost effectiveness, process efficiency and risk by 25% within two years. Project size: Medium, Team: 25, Complexity: Medium.

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Managed a cross-functional team of Petco resources for upgrading and streamlining the Petco store hazardous waste process, ensuring compliance to regulatory audits. Expected outcome: Implementation of an automated software - WERCSMart for the management of hazardous waste information to avoid multi-million dollar regulatory and compliance fines. Project size: Large, Team: 25, Complexity: High.

Successfully implemented an HR business initiative to improve the HR Petco Onboarding Program. Outcome: a standardized, comprehensive and strategic onboarding program, rooted in the Petco vision and brand promise, across all Petco roles to facilitate strong engagement, better retention rate of 90%, and faster time to productivity by 2 days, and improved process efficiency.

Implemented best practices across the organization including end-to-end process mapping, ongoing process improvement initiatives, and conducting post mortem analysis and facilitating after action review. Outcome: Implementation of the Petco Move process, internal and external, for Petco partners. Outcome: Improved partner move experience for nearly 350 Petco Partners, reduced partner move downtime from 3 to one day. Project size: Medium, Team: 25, Complexity: High.

Lloyd’s Register North Americas, Houston, TX 02/2008 to 09/2011

Senior Business Assurance Specialist (Sr. Program Manager)

Implemented numerous Lloyd’s Register insurance services programs to vendors to ensure adoption and compliance to company insurance and supplier management program standards.

Managed multiple programs while working with Merger and Acquisition team to successfully integrate acquired companies into the Lloyd's Register management system. This involved several process improvement workshops to understand business requirements of the acquired companies, determining trade-offs and business process reengineering and applying change management. Key business processes include human resources, payroll, invoicing, engineering, marketing and training and development. Key technology includes JDE, HRIS, and risk based inspection. Outcome: Obtained ISO 9001 Certification for Lloyd's Register Capstone Engineering. Project size: Large, Team: 55, Complexity: High

Acted as both an Internal and External Lean Six Sigma Consultant by leading projects and initiatives with the customer and internal Lloyd's Register organization, using Lean Six Sigma tools and tactics to improve quality of deliverables and enhance customer satisfaction. Outcome: Acted as external consultant for a customer complaint (BP Oil) due to the billing process, which resulted in the client, extending a 1.1 M contract.

SNC Lavalin - GDS, Inc. Houston, TX 08/2007 to 02/2008

Project Quality Manager

Facilitated and coached cross-functional team members in implementation of lean Six Sigma strategy and usage of Lean Six Sigma tools. Outcome: Played key role in contract review project which resulted in a 35% reduction in contract review process. Resulted in positive supplier management feedback.

Monitored and controlled the Engineering Project Audit Program. Conducted project audits in all areas of the project management life cycle to ensure compliance to client and regulatory requirements. 99% pass rate by Regulatory and ISO 9000 Quality and Safety audits.

Vetco-Gray Controls, Inc. Houston, TX 02/2006 to 08/2007

Quality Engineer II

Managed the development and implementation of the Vetco-Gray Quality Steering Committee. Analyzed quality problems using numerous quality engineering techniques to identify root causes and implement corrective actions for internal and external customers. Outcome: Reduction of opportunities of risk to projects by 10%.

Performed and supported internal and supplier audits in accordance with the company’s internal audit program and advised leadership of compliance risk. Outcome: Increased awareness and compliance of company standards and processes and production throughput by 25%.

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Air Liquide America LLC, Houston, TX 08/2001 to 02/2006

Quality Systems Specialist/Regulatory Compliance Auditor

Developed quality systems training program that complied with FDA cGMP guidelines to control potential FDA audit failure and compliance fines.

Worked in conjunction with the Validation department and executed IQ, OQ, PQ for medical gas facilities. This involved ensuring continuing operational quality by documenting bug fixes and enhancements; assigning tasks to developers, testing and releasing updates.

Validated the Pilgrim Smart Solve Audit and Corrective and Preventive Action (CAPA) modules to ensure Part 11 FDA compliance for medical records. Designed and executed the test scripts and test scenarios. Tested, validated and evaluated new applications and functions to the Smart Solve software.

Provided risk and control consultation on new and/or changed processes and requirements for the Medical Gas Facilities.

Defined, developed and implemented quality assurance practices and procedures, end user test plans and other QA assessments for the Smart Solve Audit and Corrective and Preventive Action modules.

Functioned as corporate liaison to the FDA during FDA inspections, submitted letters and progress reports to avoid FDA violations and ensure adherence to the FDA Risk Framework.


Bachelor Degree, University of Michigan, Ann Arbor, MI (April 1988)

Healthcare MBA Degree University of Phoenix, Houston, TX (July 2006)

Six Sigma Master Black Belt Certificate, Villanova, Philadelphia, PA (Dec. 2007)

PMI Certified Project Manager (PMP), (Mar. 2011)

Accelerated Implementation Methodology (Change Management) 2-Day course (Feb. 2011)

Certified Supply Chain Management Specialist (CSCMS), Business Training Institute Mar 2013

Scaled Agile, Inc. - SAFe 4.0 Scaled Agilist – 2017

Scaled Agile, Inc. – SAFe 4.0 Product Manager/Product Owner - 2017

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