Manager Customer

PENNY NANCE CHILDRESS

Jonesville, NC 336-***-**** https://www.linkedin.com/in/penny-nance ************@*****.***

Business/Systems Analyst

Skilled IT Business Manager with strong communication skills and expertise in product and project management. Experience includes defining project scope and requirements with IT and Partners for Billing System conversions, Online Self-Service application development and Customer Management tool development, which includes managing vendor relationships and remote teams. Key Competencies include: • Project Estimation and Budgeting • Managing project timelines, defect resolution, delivery and production support • Cross functional team collaboration and mediation • Strong verbal and written communication skills • Extensive experience with Business, System, Database and Security requirements definition and management

Competencies include: • Application Business, System and Design Requirements • Project Management • Defect Resolution • Production Support Management • Project Estimation and Budgeting• Application Development • Agile Development Tools (Rally, TDP, JIRA) • Microsoft Office Products • Microsoft Visio

EXPERIENCE

TEKSystems, Inc., Charlotte, NC 11/2019 – Present

Senior Business Analyst V

Contracted to work with Bank of America/Merrill Lynch as a Business Analyst for two agile scrum teams to define business and application requirements for a new Benefits Online web and mobile experience.

Partner with product owners and development teams to collect, define, analyze, size and prioritize business requirements for a User Interface that will enhance a participant’s ability to manage their benefits online.

Facilitate bi-weekly working sessions to ensure that the development teams have a clear understanding of requirements to be worked in each development iteration.

Collaborate with cross-functional development teams to identify and manage dependencies to ensure development timelines are met for all teams.

Gather feedback from stakeholders during monthly demos and incorporate that feedback into business requirements to be prioritized against current project scope items.

AT&T Services, Inc., Greensboro, NC 1/2000 – 10/2019

Senior IT Business Manager re

Partnered with product owners, business analysts and development teams to collect, define, analyze, size and prioritize business requirements to build, maintain and enhance AT&T's digital Web and Mobile experience for the Billing, Payment and Usage applications on schedule and within budget.

Hosted and facilitated sessions to identify, prioritize and assess value of new features with business, technical and experience owners

Conducted interviews with business product/experience owners to collect information on business processes and user requirements

Provided input on User Interface and application design

Reviewed feedback from customer usability studies to identify ways to improve the customer’s digital experience

Evaluated project and enhancement requests to estimate cost and identify applications required to implement solutions

Hosted and facilitated presentation of demo of new feature sets to get regular feedback and acceptance from project stakeholders

Managed project schedule and budget providing weekly status to upper management and escalating issues as needed.

Ensured all regulatory and American Disability Act requirements were met

AT&T Services, Inc., Greensboro, NC 8/1988 – 1/2000

In various roles during my early career with Vanguard Cellular Systems, Inc and AT&T Services, Inc, I played a vital role in the development, maintenance and support of Billing and Payment applications. Some key achievements include:

Billing Conversion of more than 1,000,000 accounts to a single billing platform

Development and deployment of the customer online billing and payments applications which drove customers to receive paperless bills and pay their bills online

Development and deployment of customer service administration tool that allowed a customer service representative to better service the customers by:

oProviding a single user interface to all the applications they needed to perform actions on the customer’s account

oProviding the ability for a representative to simulate the customer’s online experience and see what the customer was seeing

EDUCATION CERTIFICATION

Bachelor of Arts (BA), Business Administration University of North Carolina at Charlotte, NC

Agile Program/Project Management Certification, AT&T University (2018)

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