Manager Customer Care

PROFILE

Accomplished Agile Project Manager capable of delivering customer satisfaction and SaaS projects ontime and on budget by effectively collaborating, facilitating, and leading multiple teams. Excellent

knowledge of development concepts and strong experience at coaching teams and Product Owners on

agile fundamentals and Scrum practices. Displays strong leadership skills by motivating teams, creating

a positive work atmosphere while keeping teams focused on delivering success. Strong experience in

communicating with stakeholders and leadership to provide transparency into team progress and

achieve quick turnaround of impediments

Veteran Non-Profits, Jersey City, New Jersey Nov 2019-Present

I work with multiple Veteran Non-profits on ways to enhance their programs to help Veterans.

Program Manager/Veteran Advisor

Managed multiple projects for Veteran Non profit Organizations.

●Implemented strategies to raise awareness for the Veteran Suicide epidemic.

●Improved processes to connect Veterans with other Veterans.

●Worked with new nonprofits on launching their mission/business plan and provided feedback.

●Developed strong working relationships with cross functional teams to best understand and deliver on business goals and priorities.

●Executed and tracked program deliverables, milestones, action items, dependencies, risks and mitigation plans.

WorkWave, Holmdel, New Jersey Aug 2016- Nov 2019

WorkWave is a fast-growing leader in the massive industries of field service management and “last mile” fleet management software – a $45+ billion market worldwide. The company connects all aspects of field services and “last mile” transportation companies' business through its tightly integrated, mobile-first suite of cloud-based software. .

Software Engineering Manager/Scrum Master

Manage day-to-day performance of a team that takes charge of technical issues affecting clients. Team mandate includes diagnosing root cause and prioritizing defect resolution; communicating high-impact incidents internally and externally; partnering with Product and Engineering teams to improve platform stability.

●Led a team of 14 Software Engineers.

●Worked with Senior Management and Executive staff to develop cohesive plans for the development of innovative Software products.

●Enacted change and continuous improvement increasing the productivity of Scrum teams. Recruited and Mentored Software Engineering team members.

●Empowered teams to self-organize and grow cross-functionality.

●Tracked and communicated team velocity and sprint/release progress.

●Led planning and execution of Scrum Ceremonies, making ongoing revisions to meet changing needs.

●Familiarity with the use of Rally, JIRA and other Agile tools

Systech International, Princeton, New Jersey Jan 2014- Aug 2016

Systech International is the global technology leader in anti-counterfeiting, product safety, consumer and brand protection with $40 million in annual revenue. For over 30 years, Systech’s innovation has led best practices for key brands presenting industries across consumer packaged goods, food and beverage, aviation, and life sciences.

Program Manager/Scrum Master Jan 2015- Aug 2016

Facilitated the product development team that uses scrum, a rugby analogy for a development methodology that allows a team to self-organize and make changes quickly. This role manages the process of how information is exchanged focusing on the agile methodology.

●Simultaneously lead four Scrum teams of four in driving product release.

●Communicate all project issues to senior level management via daily stand-up meetings and regular status reports

●Coordinated the overall Product releases by instituting a cross-functional Release Team that consisted of representatives from Dev, QA, Customer Care, Technical Support, Global Services, Standards, DevOps, Sales, Marketing, Support, Fulfillment, Legal, Security, Support and Training. Used a Kanban approach to manage dependencies and schedule risks across all teams. Conducted a weekly sync meeting to align teams, surface impediments and address risks. Communicated the health of the cross-functional team to senior management using a Confluence Dashboard

●Responsible for introducing Scrum to a highly-experienced team of senior developers and engineers with an average of 20 plus years of experience.

●Helped Product Owner transition from a traditional requirements model to using Features and Stories and doing Backlog prioritization and refinement

●Scrum Master certified with focus on Mobile and Cloud applications.

●Awarded the Systech Star Award. The Systech Star Award is a quarterly award presented at quarterly communications meetings to recognize employees for extraordinary behaviors relating to the Systech values.

Project Manager Jan 2014 Jan -2015

Worked across groups, aligning internal team members and external stakeholders. Coordinated project phases and schedules, arranged support services, ordered supplies, and tracked overall progress. Served as a department liaison to product developers and marketing/sales management.

●Worked across various groups, aligning internal team members and external stakeholders.

●Coordinated project phases and schedules, arranged support services, and tracked overall progress.

●Served as a department liaison to product developers and marketing/sales management.

●Worked closely with software development to support two large global strategic accounts

●Helped drive RMA (Return Merchandise Authorization) total cost down by over 90% YOY by interacting with Customers, OEMs, and internal Executive Account leads.

OTHER EXPERIENCES

United States Marine Corp Sep 2008- Jun 2012

A branch of the United States Armed Forces responsible for providing advanced technology and resources using the mobility of the US Navy to rapidly deliver combined-arms task forces. The US Marines is one of four branches in the US Department of Defence.

Team Leader -Marine Expeditionary Force, Helmand Province, Afghanistan 2011-2012

Participated in two combat deployments to Helmand Province, Afghanistan

Awarded numerous decorated ribbons, including the Navy and Marine Corps Commendation Medal with Valor, a Combat Action Ribbon, and Good Conduct Medal.

Demonstrated excellent decision making under strenuous circumstances.

Responsible for the planning and overall execution of over one hundred-foot patrols in Afghanistan.

Accountable for the care of serialized gear valued over $200,000.

Effectively communicated over radio in high stress situations

US Marine “Boot Camp”, Paris Island, South Carolina 2008

Participated in a three-month training program focused on historical military maneuvers, physical prowess, time management skills, and enhancing performance under extreme pressure.

EDUCATION / SKILLS DEVELOPMENT

Thomas Edison State College, Trenton, New Jersey 2016-2019

Bachelor's of Art Degree in Business Management

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