Colleen Luger

Chandler, AZ *****

E-Mail: aczflk@r.postjobfree.com

Leadership

High-energy Leader, successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Professional Experience

State of Arizona Department of Education 4/2011 – Current

Manager, AzEDS Solutions Support 11/2014 – Current

Collaborated with School Finance and Project Development to achieve successful launch of the

AzEDS application.

Developed methods to establish and clarify customer objectives. Establish and monitor specific service, quality and financial goals for the department within the parameters established by the organization. Drive decisions and participate in the development of data collection systems required to carry out department and organizational operations. Utilize metrics to ensure KPIs are attained and adhered to. Manage a $3M budget.

Special Assignment, Call Center Manager (12/2014 – 12/2015):

Filled-in as Call Center Manager during organizational realignment.

Identified and improved performance by balancing resources effectively. Ensured agents received training to provide resolutions quickly and effectively. Analyzed and identified appropriate information to track productivity and performance. Increased customer satisfaction score by 8% by implementing specific customer satisfaction initiatives.

Project Manager/Scrum Master 4/2011 – 11/2014

Project Management experience utilizing the Agile Scrum Methodology.

Managing iterations and releases; ensuring project documentation is accurate and up to date; coordinate timelines for builds and implementation; manage communication for the project team. Provide training and guidance for an Agile Development Team. Effectively implemented an Agile team, within one year customer satisfaction specifically for the SAIS application went from a 1.9 - 3.5.

Choice Hotels International 6/2010– 4/2011

Business Analyst (contract)

Business Analyst role doubled as Project Management (contract position).Project Management experience utilizing the Agile Scrum Methodology. Elicit requirements from business customers and convert into User Stories. Managed iterations and releases; ensuring accurate and up to date project documentation. Assisted in the coordination of timelines for builds and implementation. Managed communication for the project team. Provided training and guidance for an Agile Development Team.

Sabbatical 1/2009 – 6/2010

DHL Express 12/2002 – 1/2009

Project Manager (1/2008-1/2009)

Elicited requirements from end user customers.

Created Business Requirements documentation.

Participated on Global projects as the Americas Project Manager, ensuring accurate project documentation.

Coordinated timelines for builds and implementation.

Manage communication for the project team.

Controlling - Business Analyst ( 12/2002- 1/2008)

(Contract Position from 12/02 – 3/03) Managed relationship and invoicing for assigned vendors.

Single Point of Contact in USA for Purchase Requests.

Internal customer support for the Global eProcurement Tool.

Managed Contract Inventory, software inventory and compliance.

Managed vendor maintenance contracts

Managed and facilitated monthly Investment Council meeting Member of the Global Controlling team (Prague).

Verizon Wireless,

Formerly AirTouch Cellular, US WEST NewVector Group, Inc.1988-2001

Manager, Business Operations Analysis (1998-2001)

Managed team of Business Analysts and Quality Assurance Analysts.

Developed performance reviews, salary/compensation reviews. Provided coaching, mentoring, designed training plans for success, productivity analysis, and performance analysis. Managed the dynamic priorities of the team, leading the team in the most effective and efficient use of resources. Provided guidance for Quality Assurance, User Acceptance Testing, User documentation, and interfacing with development staff.

Business Operations Analyst (1988-1998)

Liaison between system programmers and end-users. Elicited, captured and documented business requirements.

Worked with project team to ensure business requirements were successfully developed into the final

system product. Developed user documentation and held training sessions for end-users. Created process flow documentation.

Team lead for Application Analysts. Managed User Acceptance Testing and interfaced with development staff on a daily basis.

Education and Training

Arizona State University, Tempe, AZ – May 2007

W.P. Carey School of Business

Master of Science, Information Management

Educational focus on training business and technology professionals to more effectively manage Information Technology (in support of business objectives) to deliver greater IT value.

Western Washington University, Bellingham Washington

Bachelor of Arts, Liberal Studies

Professional Courses

ITIL Training; CMMI Training; Prince II Foundations; Targeted Selection; and Total Quality Management; Agile Scrum.

Certification

Scrum Institute: License Number: 080***********

ITIL V3: 100321671

Epsilon Sigma Alpha, Member: A premier leadership and service organization volunteering more than 650,000 hours per year and raising more than $200 million for St. Jude Children's Research Hospital and other charities.

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