JUDY L. JOHNSON-KINLAW, MA, PMP, PMI-ACP, CPM, RTE, CCP

Cell: 210-***-**** 18434 Rogers Pike, San Antonio, Texas 78258

Email: ad20qu@r.postjobfree.com www.linkedin.com/in/judy-johnson-kinlaw-523293/

CUSTOMER SUCCESS BUSINESS DEVELOPMENT ORGANIZATIONAL MANAGEMENT

EXECUTIVE SUMMARY

Certified Management Professional with a Master of Arts in Organizational Communication and a proven successful background directing enterprise level programs for cross-functional line of business and technical capability teams. Expert knowledge in the business development, customer service, complex problem resolution, and corporate communications from more than twenty years of in-depth, hands-on experience strategically assisting a variety of corporations with cost effective revenue generation in sales, marketing, and customer relationship management.

COLLABORATIVE RESULTS-ORIENTED TEAM LEADER

Leads a matrixed project team of operations, human resource, finance and senior managers toward a strategic vision. Works collaboratively to achieve common goals while maintaining individual responsibilities and commitments. Well versed in the art of leading complex client implementations while using proven consultative methodologies to define client requirements, fulfill expectations and cultivate lasting client relationships.

●Certified Product Manager (CPM) and SAFe Certified 4.5 Release Train Engineer (RTE) – Uses broad subject matter expertise and industry experience with Aviation, Automotive, Healthcare, Retail, Pharmaceutical, Government, Manufacturing, Finance, Banking, Insurance and Investing to prepare business recommendations on customer buying behavior, demographic trends and market alignment best practices to deliver exceptional user experiences, increase solution effectiveness, and support the prioritization and funding of new, innovative ideas designed to enhance operating efficiency, customer engagement and profitability

●Design Sprint + Innovation Workshop Facilitator – Facilitates the development, design, analysis and execution of innovation programs and solutions. Leverages design thinking strategy to define customer requirements, build best of breed solution roadmaps and architect minimum viable products (MVPs) that accelerate business priorities, end-to-end digital transformation and IT modernization and integration.

●Excellent Speaker and Communicator –Able to engage stakeholders effectively at all levels and play an active technical stewardship role to resolve problems for solution teams, processes and/or systems in highly complex, operational emergencies and recoveries.

●Strong business acumen – Detail oriented and proficient at follow up and follow through with a high level of analytical ability, hands-on experience leading multi-million-dollar projects, and a proven track record for orchestrating all technical aspects and business processes to bring value.

●People Manager – History of successful team leadership that fosters professional growth through mentoring relationships and a focus on ongoing skills development, team building, coaching, problem analysis and conflict resolution. Consistently exceeds performance review expectations and coaches others to attain their personal development objectives.

●Certified Project Management Professional (PMP) and Agile Certified Practitioner (PMI-ACP) with Proven Lean-Agile tactical delivery skills – Leads business operations and technical development teams through the full solution lifecycle (ideation, design, development, testing and deployment) with an emphasis on Lean processes and Agile methodologies (e.g. SAFe, Scrum, Kanban, DevOps) that eliminate inefficiencies, continually improve solutions delivery and optimize work flows and team performance for better quality, consistency and outcomes.

●Extensive Program Management and Process Implementation Consulting background – Has held senior leadership, management consulting, and technical advisory positions at Amazon Web Services, USAA Insurance, Home Depot Retail, and Fairchild Dornier Aviation. Led health plan process improvement and managed care services delivery experiences with UnitedHealth Group, Aetna, BCBS, Humana, Medtronic, Molina Healthcare, LifeMasters, and several other health plans. Thorough understanding of Medicare, Medicaid, CHIP, Pharmacy, Mental health, and value-added insurance plan benefits.

●Digital Strategist – Proactively monitors digital transformation related product families and services domains and applies expert product/ domain knowledge to translate business needs into the specific technical capabilities required to achieve customer acquisition, services implementation and overall portfolio satisfaction goals.

●Thought leader – Evangelizes the use of best practices methodology to highlight changing trends, discover data insights quickly, quantify the business impact, improve decision making and fuel Digital Transformation (e.g. Customer Intelligence Analytics).

●Change agent – Leverages strategic planning, strategy execution, change management and performance management techniques to disrupt inefficient old ways of working and adapt innovative new ideas that accelerate business growth.

ENTERPRISE DIGITAL SOLUTIONING AND IMPLEMENTATION EXPERIENCE

Amazon Web Services (AWS), San Antonio, Texas Sep ’22 to Present

Senior Customer Solutions Manager - Strategic Accounts

Serves as a trusted advisor for select strategic global accounts to accelerate customer solutions into production. Evangelizes AWS Cloud Platform service offerings (SaaS, IaaS, PaaS, CaaS and FaaS) and digital strategies (APIs/Microservices) to augment business decisions and automate processes. Manages cloud transformational programs (technical, operational, organizational, education) that coordinate customer-facing resources across a broad range of multi-disciplinary teams (sales, solutions architecture, support, professional services, partners).

●Directs pre-sales solutioning activities outcomes: Prioritizes use cases, process pain points and workload-specific solution requirements (e.g. Cost Optimization, Revenue Generation and Supply Chain Optimization).

●Enables Customer Success outcomes: Assists our largest and most complex customers in the development of strategic roadmaps and digital transformation plans for fully featured cloud platform service offerings.

●Leads post-sales implementation services outcomes: Uses program management technical, organizational, and transformation expertise to translate customer goals into an executable implementation plan.

●Evolves Best Practices: Ensures that each program provides the requisite skills education, domain guidance and governance infrastructure to fuel Data Modernization, Cloud Migration and Digital Transformation journeys.

USAA, San Antonio, Texas Jul ’15 to Sep ‘22

Digital Technical/Product Manager Lead– Digital Operations

Directed Cloud, Mobile, and API solutioning activities to provide thought leadership, shape strategy, and guide innovation projects. Coached, mentored, and led consultants, partners, and client teams to evolve digital go-to-market strategies, integrated solutions, and advisory services that drove commercially successful initiatives from ideation through design, build, launch, enablement, growth, and enhancement. Exceeded performance expectations and implemented enterprise solutions that improved digital outcomes within multiple lines of business (e.g. Finance\Banking, Real Estate, and Healthcare\Life Sciences).

●Cloud: Leads Digital transformation across enterprise product (Cloud, Mobile, and API) and cloud platform (CRM, SCM and ERP) teams to improve response time, accuracy and standardization (i.e. dashboards, scorecards, self-service reporting and automated provisioning).

●Analytics: Works with key decision makers to productize industry related business patterns into LOB-specific Data Analytics solutions based on use cases, pain points, and workload-specific requirements.

●Applications: Carries out enterprise level reviews of application processes and workflows to ensure that IT modernization architectures, blueprints, roadmaps and transformation plans are aligned to line of business needs.

●Omni-channel / Multi-channel: Leads a cross-functional team responsible for designing, developing and driving competitive channel strategies and innovative channel marketing programs for the USAA Enterprise business.

UnitedHealth Group, San Antonio, Texas Apr ’14 to Jul ‘15

Senior Project Manager - Risk Adjustment Analytics & Reporting Program SME

Provided a range of subject matter expertise including scope definition, risk identification, resource allocation, and communication for WellMed's industry leading DataRAP services program. Consistently exceeded performance review expectations and met personal development objectives. Led the comprehensive review of health-related data to support 6,000 healthcare providers and their 200,000 patients.

●Supported program execution across multiple businesses units, conducted analytical assessments of business problems, and monitored organizational performance for a customer integration team of senior level architects, technical developers, and business process analysts, and line of business managers.

●Led change management programs for segmented business teams (functional silos) with competing agendas and priorities through enterprise-wide strategic implementations with complex scope and scale. Outcome: Proactively managed changes in project scope, identified any potential crisis or issues, minimized exposure and risk, communicated difficult and sensitive information, and devised contingency plans to mitigate concerns.

●Partnered with departmental leadership and staff to identify and define project level tracking measures and reporting objectives to better communicate status, mitigate risk, resolve issues, and manage scope within established timelines, budget, and quality standards. Outcome: Effectively communicates relevant program level Performance Metrics and Status information for consumption by management via executive dashboards, meeting correspondence, and ad hoc reports.

Medtronic, San Antonio, Texas Aug ’12 to Jul ‘13

Senior Project Manager

Spearheaded a program portfolio of several hundred thousand customers, overseeing day-to-day operational and tactical activities. Led a Six Sigma Tiger Team to reframe the Customer Call Center improvement process and revise the global response methodology, resulting in a 62% improvement in overall performance.

Molina Healthcare of Texas Inc., San Antonio, Texas Feb ’10 to Jul ‘12

Project Manager of Texas – Data Integration Consultant

Led healthcare provider services implementations for the state of Texas on an ongoing basis. Partnered with the State of Texas Plan President to organize and direct exponential growth from a plan representing 30,000 lives to an expansion of 300,000 plus lives.

Care Competency (an Independent Consultancy), San Antonio, Texas Apr ’09 to Apr ‘14

Director of Professional Services – PMP Course Instructor

Built operational excellence, business continuity, and technology programs to improve efficiency and effectiveness, reduce risk, and deploy new technology for client firms including: Alamo PMI, Petco, Wellmed, and Documation. Lectured as a preferred instructor for Project Management Professional (PMP) Certification Exam Preparation Courses.

LifeMasters Supported SelfCare, Inc., San Antonio, Texas Mar ’05 to Mar ‘09

Senior Project Manager

Supervised assigned project teams to implement quality process improvements that resulted in improved participant experience and business performance metrics for nearly 650,000 people throughout the nation. Successfully led 40+ client implementations with some of the nation’s leading health plans, employers, retirement systems, and governmental organizations.

Home Depot Support Center, Atlanta, Georgia Mar ’03 to Mar ‘05

Operations Management Consultant

Advanced Store Operations Management within the #1 Specialty Store Retailer. Designed and implemented a project that yielded $22 million in annual savings across all stores. Optimized store operations across the assigned geography to strengthen bottom line profits. Achieved #1 ranking for sales profitability.

EDUCATION, TRAINING and SKILLS

Master of Arts in Communication with a minor in Electronic Commerce, University of Texas, San Antonio, TX Graduation: May 2012

Dual degree Bachelor of Arts in English and Communication Arts with a minor in Science, St. Mary’s University, San Antonio, TX Graduation: December 1995

Professional Skills Development including: Microsoft Project, Agile, Waterfall, Lean, Six Sigma experience,

Process Simulation experience, Igrafx, IBM/Six Sigma Process Improvement, Understanding and Managing Growth Models, Legal and Business Ethics, How to Motivate Employees, Franklin-Covey’s 7 Habits of Highly Effective People, Miller/Heiman Strategic Selling, DEI Management, OSHA Risk & Liability

Professional Awards and Significant Accomplishments:

●20+ years of in-depth hands-on experience strategically assisting a variety of corporations with cost effective revenue generation in sales, marketing, and customer relationship management.

●Certified Project Management Professional (PMP) for managing projects from concept, discovery throughout the implementation and delivery cycle. Current credentials valid as of 2006 through 2028 from PMI.

●Certified SAFe 4.5 Release Train Engineer (RTE) for leading high performing teams comprised of senior business and IT managers and providing Agile development advisory services. Current credentials valid as of July 2017

●PMI Agile Certified Practitioner (PMI-ACP) with deep experience leading technical project implementation for matrixed development teams. Current credentials valid through 2028.

●Certified Product Manager Professional (CPM) for developing and driving the roadmap strategy that guides the overall performance and outcomes of complex Digital Programs. Current credentials valid as of February 2017

●AWS Partner: Cloud Economics Accreditation Earners of this badge have demonstrated knowledge of cost savings and data center economics in relation to cloud computing.

●AWS Certified Cloud Practitioner Expires October 2025 The fundamentals to understand Cloud Computing as well as the terminology to effectively engage and participate in supporting customer exploration and delivery of new services.

●AWS Partner: Sales Accreditation (Business) Earners of this badge have demonstrated a foundational knowledge of the business value of cloud, how to overcome common customer objections, and how to co-sell with AWS.

●AWS Partner: Sales Accreditation (Technical) Earners of this badge have developed fundamental technical knowledge of AWS cloud computing, global infrastructure, services solutions, migration and security.

●AWS Speaker Certification Expires in July of 2023 Earners of this badge can train various AWS employees to speak externally on behalf of the company.

●National Communication Association (NCA) and Healthcare Businesswomen’s Association (HBA) Member

References Available upon Request

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