Denise Quintard

Glasser, NJ ***** • 973-***-**** • actagr@r.postjobfree.com • www.linkedin.com/in/dquintard

QUALITY AND PROCESSS DRIVEN PROGRAM MANAGER

Program leader who consistently delivers strong outcomes across various projects in aggressive release cycles. Utilizes diverse Marketing, Quality Assurance (QA), Information Systems and User Acceptance Testing background to excel in identifying and streamlining business/IT processes to meet organizational goals throughout the Systems Development Life Cycle (SDLC). Effective in achieving consensus and maintaining long-term, productive relationships in multi-vendor environments. Adept in PMBOK guide project management and QA fundamentals. Lean Six Sigma Yellow Belt Certified and Green Belt trained including in process fundamentals. Fluent in Spanish – verbal and written.

CORE COMPETENCIES

Project Coordination • Quality Assurance • User Acceptance Testing • Test Case Creation • Program Management • Process Improvement • Business Case Analysis • Staff Training & Development • Change Management • Vendor Management

PROFESSIONAL EXPERIENCE

Sprint (acquired Virgin Mobile USA) Warren, NJ 2006-2015

Program Management (Marketing Communications Manager) 2012-2015

Led customer notifications project initiatives of no-contract and contract mobile products and services in alignment with organizational goals for 11 release cycles. Appraised and approved user test plans per release. Participated in user acceptance testing and defect resolution. Verified program compliance with internal Office of Privacy and legal organizations. Collaborated with project managers, IT stakeholders, and senior business managers to define project scope, clarify expectations and develop processes for program delivery. Planned and managed complex IT and marketing communications projects, including the implementation of real time messaging platforms. Tracked and investigated issues. Drove improvement of selected business operations processes and change requests. Worked in tandem with approved vendors to meet service performance requirements for assigned programs. Provided cross-team guidance for respective launches and programs, including impact assessments.

Launched over 200 new real-time mobile notifications embedded within custom applications during platform consolidation project that provided significant cost savings and enhanced performance.

Established unprecedented communications delivery rates to a standard daily average of over 98%.

Implemented communication aliases minimizing spam issues to less than 5%.

Conceived, illustrated and documented system process flows for the lifecycle of notification deliveries to the customer base in order to encourage continuous incremental improvements.

Project / Program Manager 2010-2012

Devised requirements, tested and drove the delivery of system-triggered notifications campaigns for prepaid business segment of up to 5 million customers for 14 release cycles. Set expectations and milestones per product release planning and delivery. Bridged relationships between assigned team, customer care, and IT on all issues, processes and subsequent resolutions. Coordinated User Acceptance Test (UAT) results and fixes for 6 releases.

Implemented 600+ prepaid customer triggered system notifications across 14 major product releases.

Improved the custom notification module tool directly impacting customer’s lifecycle.

Realized a $50K+ annual cost savings thus improving the notification implementation process by eliminating redundancies.

Implemented custom cataloging system that provided issues transparency to business owners to improve decision making capabilities.

Communications Delivery Manager 2008-2010

Guided test team and partnered with requirements development team in efficient daily problem solving and operational requirements for all base system-triggered notifications campaigns. Mentored staff and represented the team during business and functional requirements development activities. Prepared and executed prepaid systemic email notifications.

Implemented 100+ new prepaid systemic notifications across 6 major releases.

Implemented Master Public Safety Answering Point verification project that improved GPS caller location accuracy in collaboration with the New York City 911 services office.

QA Engineer 2006-2008

Tested both new and existing prepaid WEB and CRM platform features and programs in both Spanish and English per release cycle. Ensured adherence with quality assurance standards and IT processes via test plan creation and documentation.

Developed system and use cases for backend and frontend applications for 14 releases.

Improved testing and development cycle of all systemic notifications campaigns, and improved quality and speed of deliveries, by streamlining the UAT process exceeding management team expectations.

SER Solutions Norwalk, CT

Senior QA Analyst 2004-2006

Tested existing and new code per release cycle, and documented source per cycle. Worked in concert with documentation and review group to identify needs and deliver consistently and to the highest quality.

EDUCATION & PROFESSIONAL DEVELOPMENT

Master of Science – Information Systems Expected May 2016

Marist College Poughkeepsie, NY

Bachelor of Science – Engineering

New York Institute of Technology New York, NY

CERTIFICATES & LICENSES

Master Certificate in Applied Project Management, Villanova University, 2013

Lean Six Sigma Yellow Belt Certified, Vector International, 2015

Lean Six Sigma Green Belt Trained, Vector International, 2015

TECHNICAL COMPETENCIES

MS Excel 2013 • MS PowerPoint 2013 • MS Project 2013 • MS Visio 2013 • PMI & PMBOK Guide Project Management Fundamentals • Oracle SQL & Developer Data Modeler

INTERESTS & ACTIVITIES

Spanish interpreter and translator

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