Technical Program Management
Resume:
Angela Krisinger
**********@***.***
Technology and Customer Experience Professional
I have been deploying and supporting customer service solutions for the last 20 years. I have worked across both private and public sectors, in a variety of industries and with some of Washington state’s largest organizations. I provide strategic direction in addition to designing and delivering comprehensive customer experiences that provide quantifiable business benefits as well as outstanding and innovative customer experiences. I remove roadblocks for my teams to succeed and for individuals to grow.
Skills and Experience
Spoken Communications (2015 – 2016)
Product Owner / Technical Program Manager
Led the overall product strategy, design and development effort for a proprietary cloud-based solution.
Drove the addition of several critical features missing from the solution, resulting in the sale of the solution to one of the top three outsource providers in the world.
Managed the scope of each development sprint, accounting for technical debt efforts, customer requirements, defects, and new features using an Agile methodology.
Led a team of 6 developers and 8 testers, both remote and offshore to support build and product support.
Led CTI and API offerings for client integrations
Created and managed the strategy of a common suite of features, enabling development efforts to be optimized across all enterprise offerings.
Migrated the development and test teams from a quarterly waterfall cycle to a 6-week Agile sprint model
Led user experience improvements by engaging third party designers specializing in contact center solutions.
Transitioned product support to enterprise support services by providing process, training and documentation.
Authored all release notes and marketing documentation for the sales team.
Cerium Networks (2014-2015)
Consultant, Contact Center Technologies
Provided consultative services for northwest region contact center customers.
Drove standardized processes to align requirements gathering across applications.
Coordinated engineering resources and managed vendor escalations when needed.
Provided leadership, project management and end-to-end delivery of contact center solutions.
Responsible for designing customer experiences that delivered cost savings and enabled the desired business objectives.
Developed a sandbox environment for internal engineering resources to validate proposed integration points.
Technical depth in both Avaya and Cisco contact center solutions.
Snohomish County PUD (2012-2014)
Senior Application Analyst
Primary lead on 300-agent on-premise Avaya deployment
Authored business requirements to drive design
Responsible for functional design and system requirements
Designed data structure for Avaya objects
Facilitated solution integration with legacy applications
Owned all end-user and technical documentation and training materials
Created a lab environment for deployment team to validate builds on to onboard engineers
Microsoft (2007-2012)
Senior Program Manager
Accountable for reporting and softphone solutions supporting Microsoft Customer Service.
Managed deliver of business requirements using both vendor and internal resources.
Oversaw $1.6 million budget for both operational and development needs.
Let a team of project managers, developers and testers working in Waterfall SDLC methodology.
Built and sustained the reporting taxonomy that enabled data warehousing of ACD and IVR data.
Responsible for quarterly release cycle for two products using shared test resources.
Owned defect triage and monthly hot-fix initiatives using product development resources.
Authored all Business Requirement Documents, Functional Specifications and test scenarios.
Was awarded MSIT Achievement award for participation on the team that consolidated the Cisco ICM solutions for both Xbox and 1-800-MICROSOFT.
Expedia (2005-2007)
Senior Program Manager
Managed multiple operational/technology projects to support customer service team.
Facilitated requirements analysis for IT to optimize existing solutions and roadmap future tools.
Contributed to RFPs, including IVR, ICR and Telco consolidation and participated in the evaluation and scoring of responses.
Coordinated campaigns and processes across multiple sites.
Redesigned the 1(800) EXPEDIA IVR to enhance to customer experience and improve ROI.
Liaison with BPO vendors to ensure their network architecture aligned with business continuity standards across all lines of Expedia business.
Led the effort to create a Global Command Center to monitor all inbound contact center traffic and created processes and tools to mitigate issues real-time.
Certifications / Training
Six Sigma Green Belt
LEAN
Scenario-based Engineering
PMP (in progress)
Avaya Professional Design Specialist (Contact Centers)
Cisco UCCX (Unified Contact Center)
Technology
Avaya Aura Contact Center Solutions
Avaya IP Office
Avaya Session Border Controller
Call Management System
Avaya Control Manager
Proactive Outreach Manager
Aspect
Verint
Cisco Call Manager
Cisco UCCX
Cisco Jabber
Enghouse Interactive
Salesforce
MySQL
Microsoft Office Product Suite
Oracle
Volunteer / Personal
Mountaineers – Stevens Lodge Chairperson
Everett Blue and Gold – Board member, past president
Montana State University – Parent Leadership Council
Ski instructor
Contact this candidate