Manager Program
Resume:
Teauna Stephney
**********@*****.***
SUMMARY
Business analyst who helps organizations implement and support business new process decisions.
Resolved web-related product fraud by 90% through root cause analysis and working with vendor teams
to correct issues. (operational, training. Worked with Ebay team to identify fraud products and have
those accounts removed.)
Created project roadmap for Employee program for the coming fiscal year.
Documented entire program roadmap for incoming CSGs to follow.
Achieved 79% closure rate on outstanding risk/issues through follow-up of IT Statewide Deployment.
Created Microsoft Partner Program that include Marketing Materials, Webinars and BDM trainings.
Achieved 89% completion on all outstanding training issues for the 787 Jet project.
Specialties include:
Project Management Certification
Business Process Improvement
Client Relationship Management
Program /Product Management
Education:
Master of Science in Management and Leadership from WGU Washington in May 2018.
Master of Business Administration, Management, and Strategy from WGU Washington University, Dec 2016.
Bachelor of Science. Legal Studies, Business from Central Washington University, Lynnwood, WA in 2009.
Professional Experience:
Dell/IMC 11/19 to present
Consultant
Regional Sales Operations Training
Dell Technologies Learning and Ennoblement Operations & Services
Responsible for training and logistic coordination for the Specialty Sales and PreSales organization at Dell Technologies.
LMS and process management.
Duties include process documentation, LMS management, course level and class level set up
Enrollment and completion reporting.
Webcast management.
Owned and managed training /collaboration of operational regional business unit (s) processes for Dell's SalesU (Commercial/Enterprise Sales and Pre-Sales).
Created regional and operational on-boarding courses in CMT (catalog management tool), Saba and Genio for Dell's North America Sales/Presales business units. (Dell SalesU)
Dolly 6/19 to 9/19
Consultant
Resolve Zendesk Tickets.
Placed orders for moving/transportation jobs.
Basic tech support for helper apps. Salesforce
Managed large work streams for engineering teams for rework of content site and helper app.
Content site management of timeline for updated releases.
Alliance (Contract), Seattle, WA Sep 2014 - May 2018
Program Manager
Maintained team / resource schedules by updating for marketing and development deliverables in MS Project.
Partnered with business unit and IT or other departments as needed to ensure successful implementation and ongoing business and / or systems support when appropriate.
Improved training compliance productivity metrics above target for 3 consecutive quarters
Conducted interviews subject matter experts to create and drive "As-is" and "To-be" process flows for new process program implementation for vendors.
Develop and gain sponsor approval and signoff of the project charter and work breakdown schedule.
Responsible for being primary contact with clients from initial engagement through to production. Including coordinating and leading requirements gathering sessions, engagement expectations, and gathering client documentation & requirements.
Owned project workload tracking and planning by collecting and categorizing workload data, maintaining and monitoring the team workflow project management tools, and providing recommendations on workload prioritization.
Worked with clients to create, align and document the new business processes in the new system
Reported out on project status, manage critical path items, ensuring risks and roadblocks are identified. Resolved risk issues by 90% through communication and creating work arounds with operational teams.
Develop scaled communications to internal stakeholders including newsletters, reminders, and follow up meeting notes.
Coordinate and track the activities of multi-functional teams, as well as the project budget, task dependencies, and schedule for program implementation.
Created project plan for change management road map with Visio to facilitate process improvement plans and activities for project.
Create effective tracking process and tools for all active and planned projects. Maintain and track company competency models, key talent and succession outputs and metrics, activities and initiatives.
Performed risk management by diagnosing, develop, and deliver organizational development solutions to support organizational business strategy and drive performance and narrows competency gaps.
Managed resources and schedules for delivery of all programs and projects.
Identified processes for appropriate changes and improvements.
Communicated findings from routine analyses (e.g., competitor analysis, risk management, financial).
Participated in the development of a communication strategy and materials to support the implementation of a new product, price or risk management policy or process by working with subject matter experts and project stakeholders.
Volt/ Boeing, Everett, WA Nov 2012 – Jan 2013, Aug 2013 – July 2014
Analyst 3-4 - QA Delivery Operations
Improved training compliance productivity metrics by 85% by working with managers implement new processes.
Worked with clients to create, align and document the new business processes to reach training metrics for Flight-line.
Creation of Performance Management Process and Guide for our managers and employees to follow to ensure there is a consistent strategic vision for salary increases and annual reviews.
Organizational change management, culture assessment and development of project plans for Employee Engagement teams.
Performed schedule-related risk and opportunity analyses via Excel, Visio and MS Project.
Led Lean and process improvement data management documentation efforts for 777/787 flight line.
Developed alternative plans as needed when faced with obstacles or setbacks. Work collaboratively with Leaders and subject experts to identify key performance indicators and technology solutions relative to the primary program(s) to be supported.
Utilized program and project management methodologies such as Agile and Lean.
Project managed EI team integration for Flight line for 747/767/777.
Managed mandatory training metrics for 747/767/ 777 and raised metric numbers by 85%.
Developed program and project level schedules for both recurring and non-recurring aspects of EI Integration changes and drove activities. Integrates program plans an
Schedules both horizontally and vertically, across company functional and product groups, suppliers and partners.
Schedules both horizontally and vertically, across company functional and product groups, suppliers and partners.
Created 2013 Training Schedule for company-wide mandate.
Manage partner migrations from Hotmail to Outlook Live
Developed alternative plans as needed when faced with obstacles or setbacks.
Managed large work streams for engineering teams for rework of content site.
Managed deliverables as well as activities and resources required to accomplish each task for company initiatives.
Ad-hoc reporting as needed via Excel and MS Projects
Performed risk management by diagnosing, develop, and deliver organizational development solutions to support organizational business strategy and drive performance and narrows competency gaps.
Managed resources and project documentation for the delivery for the 777/787 programs and projects.
Established relationships with internal and external customers/suppliers
Various Contracts: 2004-2012
Lead Project Marketing Manager, Program Manager (Campaign, Windows and Marketing Management) Volt/Microsoft
6/2010-8/2012
Built Partner for Operations Sales that set the standard for Microsoft.
Supported change in emerging technical requirements associated with real-time deployment operations.
Supported multiple teams to coordinate, communicate, implement and manage program commitments to drive releases, including scoping and tracking new and updated features, mitigating issues, release readiness, documentation management and managing VIP customers.
Features included mitigating issues, release readiness, documentation management and managing C-level customers.
Provided project management support for all cross functional programs including content development, strategic account engagement plans Launched Webmaster Blog Tools for Bing that drove $27MM in revenue initiatives, vendor management, training and event management.
Managed global podcast training schedule for Windows Live
Conducted and managed internal training for marketing groups.
Proactively identified risks to the project.
Produced project status reports, managed the team and resolved day-to-day issues with emphasis on marketing plan.
Managed deliverable/launch expectations with all business owners.
Monitored external best practices and researched current approaches and developed a network of external resources to support foundation learning and development.
Managed global podcast team building schedule for Windows Live
Single point of contact for project managers for all operational issues and escalations
Proactively identified risks to for the release of Microsoft Webmaster tools.
Communications/Business Analysis
Communications Sector/Global Retail Sales Partner Program Manager, Hosting ASP.NET Administrator
Microsoft/Siemens 4/2007 – 7/2009
Produced project status reports, issue resolution, managed implementation of marketing initiatives.
Increased ‘call to action’ on sites up to 10% by launching interactive web tools for campaigns based on fiscal year marketing strategies.
Conducted competitive market research.
Monitored external best practices and researched current approaches and developed a network of external resources to support foundation learning and development.
Coordinated and managed team building events.
Program business analysis of current process for new vendor program.
Managed multiple program areas - maintained ongoing operations, analysis and reporting business metrics, track delivery against program objectives and implement proposals to improve program services and efficiencies.
Manage the implementation of World-Wide Events for North America. Managed the facilitation of activities (readiness, workshops and executive updates) and ensuring actions are taken.
Managed key service goals, tracks metrics and identified trends at a daily, weekly, monthly and quarterly level. Identified, managed and prioritized resources based on KPI run rates, company, marketing and business stakeholder needs.
Owned SLA Agreements processes, web metrics and analytics for fraud programs.
Engaged SMEs, vendors, mid-market companies and Fortune 1000 companies all over the world for vendor re-enrollments and operational purposes.
Collaborated with teams within the customer service and operational organizations to align and ensured contractual client commitments were met based on SLA agreements.
Managed and reported weekly performance scorecard based on metrics on the global Hosting ASP.NET hosting with 700,000+ worldwide users.
Maintained ASP.Net partner database, resolved account issues, acted as liaison to outside partners.
Managed ASP.NET Program by working with vendor to increase membership by over 600,000 partners and generating over $1 milli
on in revenue for the ASP.NET Hosting partner program.
Created business processes by provided strategic counsel regarding ways to maximize communication effectiveness via the portal for new partner program.
Proactively communicated status requests to business owners and key stakeholders as needed, reported on portal effectiveness based on stakeholder feedback and business results.
Project Manager State of Washington
Center for Information Service 3/2006 to 4/2007
Project managed for statewide College Community Financial Aid migration to a new system.
Owned request for change logs
Review Request for Change (RFC) documents and scheduled module change follow-up with stakeholders.
Coordinated change in requests for implementation processes by working with teams to create, align and document the new business processes for the new system.
Created and managed project newsletter for a statewide audience.
Executed project work plans and revised as appropriate to meet changing needs and requirements for program launch.
Managed and tracked project deliverables.
Tracked issues reported by all work streams and ensured that the issues were resolved.
Created and managed project newsletter for a statewide audience.
Managed project bugs in test tracker.
Managed issues and status meeting communications.
Program Manager Operations
Siemens / Microsoft
5/2004 -2/2006
Applied knowledge of policies, procedures, and standard best practices to deliver informational or technical materials to customers, partners, suppliers and employees.
Managed the logistical execution of our top tier events, including working with agencies on booth build outs, organizing demo staffers and brand ambassadors.
Extensive coordination with suppliers, customer engineering, certification, factory personnel and representatives across multiple product lines Facilitated corrective action plan development and implementation on behalf of client requirements.
Expeditiously coordinated and communicated across multiple technical/safety review boards in collaboration with the product, service and engineering departments.
Led and ensured that the team meets schedule, release and cost targets. The lead also assigns work to various members of the team, assesses supplier health and devises strategic methods for addressing value stream interests and concerns.
Supported group efforts related to quality, lean and process improvement initiatives
Perform issue and technical risk management.
Managed escalation processes and bug issues, project management, operations.
Managed vendor process
Serve a vital role in identifying, creating and executing operational initiatives and training that will drive customer satisfaction excellence.
Partner with the field sales partners in support of new client Marketing training initiatives.
Gathered and specify product requirements for current and future offerings by conducting market and
Worked with Sales and Marketing teams in positing products for launch.
Managed change management program requests.
Project Management • Client Engagement • Consulting/Counseling
Training & Development • Team Leadership • Program Development
Built Positive Cultures
Organizational logistics
Sourced content experts for internal product training.
Retail web product content management.
Managed change order and business requirements process.
Proactively identified risks to the project.
Program Manager, Business Operations Group/Release and Call Center Management, Release Management
Siemens 9/2002 -6/2003
Implemented call centers and training criteria in Latin subsidiaries. Coordinated Siebel deployment related vendor related activities across South America and Asia. Implemented Siebel training and development of training criteria. Implemented train the trainer program and managed schedule. Project scope, schedule and management of deployment schedule
Owned request for change logs for new process of deployment of data, and user requests.
Review Request for Change (RFC): met with project stakeholders to review change request for implementation of new code and how it would affect the go-live date in Latin America.
Documented scope of change and obtained sign-off from stakeholders for change approval.
Coordinate implementation of data transfer process from the subsidiary to corporate.
Review change request to ensure processes were documented.
Work cross-functionally with internal and external teams including software development engineers, manufacturing/operation managers, finance, and supply chain to implement new features and process improvement that were rolled out globally.
Manage adoption blocking issues, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.
Conduct and/or oversee requirements definition, research, metrics analysis, development, testing, and launch efforts.
Manage operator training programs to ensure that all call center staff receive initial training and refresher training as necessary.
Ensure that all training materials are up to date, that necessary supplies are available and that inventories are secured and kept up to date.
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