Lead Initiative Project Manager, Sr. Project Manager, Solution Design

Amy Shih, PMP, CSM

** ********, ******** *****, ** 92610

SUMMARY OF QUALIFICATIONS

949-***-**** ***.**********@*****.***

www.linkedin.com/in/amygshih

SENIOR PROJECT MANAGER, PRODUCT MANAGER, PRODUCT OWNER, AND STRATEGIC INITIATIVE LEADER

SOLUTION DESIGN ENGINEER, CUSTOMER SUCCESS MANAGER, IMPLEMENTATION MANAGER

Certified Project Manager and Certified Scrum Master. Experienced technology, process, and people program specialist with extensive cross functional experience leading enterprise-wide and Fortune 50 customer / client facing programs, project, product and software development teams as a project manager, product manager and initiative manager. Extensive engagement with customers / clients, Vendors and 3rd Party providers. Demonstrated success designing and implementing program structures and product programs to ensure complex initiatives are properly synchronized and completed successfully to achieve broader business goals within companies and business units of any size and that specialize in creating and implementing large scale, optimized processes, real-time data monetization, and technology integration solutions. Experience with both distribution and manufacturing environments. Articulate communicator and mentor who thrives in results driven, solutions oriented, collaborative environments. Passionate about Customer satisfaction and quality. Distinguished Toastmaster (DTM).

DEMONSTRATED EXPERIENCE / CORE COMPETENCIES

•Agile, Waterfall and SCRUM Management

•Business Case Development

•Business Development

•Business Process Change Management

•Business Systems Analysis

•Change Agent / Change Management

•C-Level Executive Meeting Facilitation

•Coaching / Mentoring

•Complex Problem Solving

•Compliance and Contract Management

•Conflict Resolution

•CRM and Sales Operations Management

•Cross-Functional Business Coordination

•Customer Focused Solutions

•Digital and Online Media

•Domain Subject Expert

•Enterprise Level Implementations

•Financial Analysis / ROI

•Global Projects

•Needs Analysis / Gap Analysis

•Operations Review and Control

•Organization Change Management

•Prioritization Framework

•Process Engineering & Improvement

•Project Lifecyle Management

•Program Execution

•Risk Identification and Risk Management

•Roadmap Creation and Management

•Scope Control and Scope Management

•Solution Design

•Stakeholder Management

•Strategy Development

•Team Building and Management

•Training Development and Execution

•UI Design

•Use Case and Persona Development

•User Acceptance Testing (UAT) / Development Validation

•User Story Creation

CAREER ACCOMPLISHMENTS

INGRAM MICRO, Irvine, CA: 1998 – CURRENT

PRODUCT MANAGER, 2018 to current

Working in an Agile environment, responsible for the product planning and execution throughout the Product Lifecycle, including gathering and prioritizing product and customer requirements, defining the product vision and initiative objective/mission to deliver features with high business value for a multimillion-dollar company initiative resulting in an operating expense savings of over 50 full time equivalent resources for the company and a significant increase in customer / client satisfaction. Includes working cross functionally with engineering, sales, marketing, finance, operations/transportation, legal, customer service and purchasing/demand planning to ensure savings and customer satisfaction goals are met including defining leading indicators and tracking return on investment (ROI) and results. Act as expert in respect to competition.

Defined product strategy and roadmap, developed core positioning and messaging for the product. Responsible for change management including arranging for external and internal communication, and responsible to perform product demonstrations and create and deliver training to internal and external customers. Created initiative canvas including definitions of personas and user journeys, challenges, pain points, goals and greatest needs - initial and updates as needed. Maintained a growing backlog of items to be groomed and implemented in future phases. Stakeholder management and creation of multiple layers of communication plans from C-Level/Executive to project team.

Responsible for develop of features and their acceptance criteria and prioritization of the product backlog. Responsible to define User Acceptance Testing (UAT) scenarios and arrange for / participate in UAT testing with cross functional business resources. Validation of development complete.

LEAD INITIATIVE PROJECT MANAGER, SR. PROJECT MANAGER, SOLUTION DESIGN ENGINEER, IMPLEMENTATION MANAGER, 2000-2018

Increasing scope of responsibilities within the Business Solutions/Business Initiative teams reporting to the US senior executive team through the Business Operations and Transformation organization. Focus on large, multi-year programs to improve growth and profitability of the people, process and technologies that serve the entire US business and industry customers and vendor partners. Positions held were a combination of strategy, consulting and solution design (60%) and implementation (40%).

Help executive leadership define the objectives of associate, customer, and vendor facing strategic US initiatives and how they impact and align to Business Unit and company strategies. Provide cross company perspective to leadership and business unit executive sponsors to understand, help form, and implement new capabilities. Leadership of a variety of strategic projects/initiatives crossing functional boundaries across departments, divisions and regions and outside entities such as customers, vendors and service providers that support Operating Expense, Innovation and/or Customer Experience enhancements in both Waterfall and Agile environments.

Enhanced Capabilities / Operational Efficiency Projects

Lead program manager of a multi-year initiative chartered to enhance visibility of shipment information to customers. Development of solution design and development iterations in both Waterfall and Agile/SCRUM environments. Facilitated multiple current state process workshops with customers, vendors and internal associates to validate existing processes, aggregate pain points, develop shared understanding for new integrated business model, and roadmap future state processes to support the new business, including engagement with a 3rd party who provided crucial support elements. Personally wrote detailed functional requirements for custom information technology development, configuration of catalog management, demand planning, purchasing/inventory, warehouse management, logistics, shop floor control/warehouse management systems, quality methods / quality management and core financial management. Solution involved both SAP and a custom ERP system. Managed the on-time delivery of design recommendation elements and conducted weekly reporting on the status of project workstreams; managing the timely resolution of issues, open items, decisions, and change control. Supported regular senior executive leadership engagement and leadership review and approval presentations. Initiative budget was in excess of $1.5M.

Facilitated the creation of a single, online (web based) customer onboarding process for all customers / clients who are interested in buying from any of company’s US legal entities. Conducted detailed review and documentation of more than 10 existing end-to-end onboarding processes of company subsidiaries nationally. Reduced the time frame to onboard a customer from 10 days to 3 days and ensured agreement to standardized company legal terms and single fraud abatement process.

Appointed by company global leadership team to oversee the global engagement as well as act as the dedicated North American representative to manage the operational split of a large manufacturer/OEM. OEM was undergoing an operational and legal split into two separate entities and needed company to internally divide all their operational transactions globally from catalogs, ordering, quotes, special pricing, forecasting, purchasing, rebates, shipments, and payments by a pre-defined and inflexible closure date. Responsible to review and document existing, combined company processes with over 20 subject matter experts (SMEs) nationally and internationally and develop and document individual “to be” processes for each new entity - both for the OEM as a vendor and also a customer of company. Successful, on-time separation, allowed the company to maintain over $350M of combined business annually with no loss in revenue.

Initiated a Lean Kaizen event to validate the problem, create / validate process maps, identify root causes then design and manage all aspects of the reengineering of Customer Care/Customer Service processes and operational processes, including documentation and creation of escalation paths and Service Level Agreements (SLAs) regarding disposition of aged product returns. Reduction of utilized bin space by more than 50% as well as favorable increase in recovery values in excess of 25%.

Successfully cleaned data and transitioned and validated successful transition of department files to new SharePoint site with no downtime or loss of data.

Technology Creation / Enablement Projects

Designed and implemented a joint solution with a large OEM to create an offering that permitted company’s customer orders to be entered into an OEM developed website for custom configured solutions including both hardware and software/licenses then transmitted to company in a single EDI feed as well as solutioning for a new method to hold/pend associated nonphysical orders for a period of time to permit the inclusion of shipped hardware details before transmitting the order to back to OEM for provisioning. Successful, on-time, completion of the development allowed company’s participation in program to authorized end customers up to $100M annually.

Project Manager for a custom software solution for a large customer transitioning their business to company. Solution design included reskinning an existing technology tool (JIRA) to meet the personalization and functionality needs of the customer. The successful delivery provided an electronic "order management" solution that allowed the customer and company to have a shared repository of files and order history. Creation of capability allowed for the transition of a large conglomerate customer to transition the business of 5 interrelated companies to company. Transition was valued at greater than $150M annually.

Spearheaded efforts to define business requirements from customers, vendor and internal associates and test resultant solution for an information technology development project to make an enterprise wide system change (from order receipt to payment) to accommodate a larger manufacturer part number than company native systems supported. Creation of this new capability was required to onboard $100M in new business from a recent OEM acquisition and maintain existing business of the same OEM valued in excess of $200M annually.

New Company Offerings / Programs

Chartered, planned and managed the implementation through a multi-work stream program of two Consignment programs where company owns products in customer / client locations until sold from requirements collection to implementation and post implementation enhancements. Acted in the role of both Solution Engineer and Implementation Manager. Cross functional engagement with customers, vendors and multiple departments inside company including working cross functionally with engineering, sales, marketing, finance, operations/transportation, legal, customer service, purchasing operations, Information Technology, tax, import/export, strategic commodity management, demand planning, disaster recovery and contracts. Upon launch, the programs garnered the company more than $350M in incremental revenue in the first year. Included the creation of a new legal entity for company.

Facilitated the design, plan and execution of a Managed Print Services (MPS) offering for the company from ideation to implementation and post implementation enhancements. Creation of a fully functional Managed Print Services program, involving a key 3rd party in the solution, including process flows, new outbound shipment processes, training aides, contracts, service levels and support plans, including inclusion of a 3rd party support desk. Sales in excess of several million dollars annually. Strengthened company’s value proposition for sales and support of a large systems and services OEM.

Customer / Vendor Supporting Projects

Contractually named Transition Manager by Senior Management for complex customer transitions to company. Reviewed proposed contracts, including overall sales support, operations and financial requirements, including incentives / SLA's and managed the overall transition of the customers to company and monitored agreed upon service levels. Created project plans and ensured all contractual requirements from financial incentives to operational support were met and served as a single point of escalation contact. Rectified escalation elements. All customer transitions were in excess of $50M.

Overall Program Manager for creation of a "warehouse in a warehouse" in company facilities, including fencing, separated systems, access to transportation carriers and detailed physical and data security plans. Chartered, planned and managed the implementation of all detailed design recommendations through a multi-workstream program led by business and functional leads using multiple project teams and plans. Ensured the corporate security, risk and compliance of the new business and facility. Successful execution of solution permitted company a 5% revenue uplift from the customer and decreased shipment costs for the units that were traditionally shipped at company’s expense.

Led a team of internal and external resources to design and implement new processes/improve existing processes with an OEM Cloud Service Provider to increase revenue, reduce operating costs, increase efficiency, and increase customer satisfaction. Moved OEM from a fixed seat in advance plus overages licensing model to an invoice in arrears service model. Cost avoidance for company in excess of $6M, revenue maintenance for company in excess of $15M in Cloud and close to $500 in non-Cloud revenue.

Responsible for the design and implementation of an inhouse returns center for a large retail customer / client. Worked with multiple operations and sales managers to re-define and document returns management processes. Coordinated the cross functional work of multiple departments to create a fully operational returns center (dedicated inside company facility) for the customer invoiced to customer at a 25% markup over program costs. Solution also included compliance reviews and return of products to OEMs, destruction and auction disposition options as well as sharing best practices and finding opportunities to better leverage unused/automated functionality in company core and ancillary systems.

Developed sales and operational processes to support transition of customers who purchased from OEM’s directly to purchases through distribution. Solution encompassed offering design, including support requirements for quotations, ordering, special pricing, forecasting, rebates, shipments, and reporting. Successfully transition of over $75M in sales from a direct model to a distribution supported model.

Pioneered the implementation of a new tiered financial services program that enabled the company to purchase of Managed Service contracts from customers / clients in alignment with company strategy and risk profile. Interfaced with key credit and finance teams to define acceptable parameters regarding timing, process and risk and worked with legal and compliance teams to create program contractual documents. Validated offering with customers prior to launch. Program is now a widespread offering to qualified customers.

PROPOSAL / IMPLEMENTATION MANAGER: 1998-2000

Creation of both customer and vendor Requests for Proposals (RFP’s), Requests for Information (RFI’s), Requests for Quote (RFQ’s) several in excess of $100M. Scope of responsibilities included requirements identification, team development, solution design, coordination of responses, stakeholder review and approval and creation of overall work product. Implementation of awarded contracts acting in the role of implementation manager.

EDUCATION, CERTIFICATIONS AND TRAINING

MBA / M.B.A - University of La Verne, La Verne, CA – Summa Cum Laude

BS - California Polytechnic State University, San Luis Obispo

Business Administration: Operations Management - Cum Laude

Certificate - Contract Management, University of California, Irvine

CERTIFICATIONS

Project Management Institute (PMI) Certified (PMP). Expires 3/25.

Certified Scrum Master® (CSM), issued in 2015

Distinguished Toastmaster (DTM), Toastmasters International

ADDITIONAL TRAINING

Active member and leader in Toastmasters International, including district and club leadership

Proficient in O365 Suite, including Teams, MS Word, MS Excel, MS Project, Visio and PowerPoint, SharePoint and OneDrive.

Experience with Microsoft Dynamics, Jira, Confluence, Zoom, projectmanager.com, Prosci methods and B2B reporting (EDI, XML, API, 3A6), websites.

Certified Purchasing Manager (C.P.M.) - expired

Six Sigma (6 Sigma) quality training. Green Belt trained

Attended seminars/classes on topics such as: program management, team management, communication skills, presentations skills, interpersonal techniques, negotiation, total quality management, budgeting, total cost of acquisition, legal aspects of contracting, cost/price analysis, finance, management theory, business economics, marketing strategies, managerial accounting, internal auditing, ISO 9000

Completed coursework in JIT, Kanban, Lean, MRP/CRP, Capacity planning; Quality Control & Inventory Management

Attended various classes/courses to enhance skills:

Great Leaders, Great Teams, Great Results

Emotional Intelligence

7 Habits for Managers

Leadership Excellence

Change Management

Conflict Resolution

Communicating with Others

High Performance Communication

Power to Present

Influencing for Win-Win Outcome

Personal Strategies for Change

Proactive Listening

Results Through Accountability

Coaching: Bringing Out the Best

Expressing Yourself

Scheduling & Cost Control

Respect in the Workplace

Managing Projects in Organizations

EXPERIENCE HIGHLIGHTS

Developed solution design and development iterations in both Waterfall and Agile/SCRUM environments for both projects and programs.

Acted in roles of Program Manager, Project Manager, Initiative Manager/Strategic Initiative Manager, Solution Design Engineer, Customer Success Manager, Project Owner.

Represented Voice of the Customer (VOC) and Voice of the Business (VOB) for both Agile and Waterfall projects.

Coached, mentored, motivated and supervised project team members and influenced them to take positive action and accountability for their assigned tasks.

Managed discovery, design and implementation of large scale, custom strategic outsourcing and vendor logistics projects from conception to completion. Key responsibilities include analyzing customer requirements, current vs. future state / target state gap analysis (on and off site), proposal generation, contract negotiation, component level costing, development of appropriate service packages, systems and procedures, metrics / KPIs, reporting and managing the implementation and post implementation enhancements and support strategy.

Creation and leadership of cross functional teams tasked with developing and implementing new service offerings for company.

Determined large customer and vendor needs and development of custom RFI/RFP/RFQ responses focused on solving customer / vendor needs.

Managed strategic multimillion-dollar company-wide cost savings/cost avoidance projects.

Established timelines and documents for each phase of implementation: Kickoff, Business Process Review, Business Process Reengineering, Configuration, Conversion, System Review, Training, and Go-Live.

Focused teams on core business objectives and tracked progress to ensure project milestones are met on time, on budget, and with the desired results.

Initiated, planned, executed, controlled and closed projects.

Managed project scope, including defining project deliverables, timelines, customer / client responsibilities and expectations.

Participated in the development and implementation of standard project management processes and best practices.

Prepared regular status reports, project communications and facilitated status meetings with stakeholders, team members and customers / clients.

Proven record of accomplishment leading complex programs and projects that drive organization transformation and growth.

Used requirements gathering techniques to record detailed customer / client requirements, enhancements, or feature requests in order to define / establish project deliverables.

Transferable Project Management Skills

Project Management of projects through their lifecycles from ideation, preliminary modeling/ROI, mission statement/charter creation, project analysis, detailed scope statements, including vision and detailed releases, project scoring and prioritization, planning, execution, closure/lessons learned and transition to the business.

Program/Project Management of companywide strategic initiatives including automation programs, revenue enhancement, cost reduction, efficiency/optimization, complex client/vendor onboarding (customer experience), and new program design and implementation.

Assembly of the project team, assigning individual responsibilities, identifying appropriate resources needed, and developing the schedule to ensure the timely completion of the project.

Responsibility for project team management and development, resource management, budget compliance, scheduling, project performance, customer / client relationships, overall quality and the development of project plans.

Document, and communicate key project management processes (scope, schedule, open issues document, risk, quality, compliance to negotiated contracts and financial metrics).

Able to “hit the ground running” with little training requirements.

Conflict management / resolving conflicts

Able to communicate well with all levels of the organization

Solution development

Act as an integration manager between different departments within the company

Requirements gathering / requirements assessment

Create robust cross functional network of contacts inside and outside company at all levels. Domestic and International.

Process mapping

Program risk assessment / program risk mitigation

Creation of training documents and processes

Meeting deadlines

Future state design / future state assessment

Prioritizing change impact assessments

Experienced in successfully managing several projects concurrently

Process design / process redesign

Charter creation

Engineering change control / change control board

Due diligence

Obtaining sign-off on the completion of major project milestones

Project initialization

Release planning / release scheduling

Deployment management

Process development / process improvement

Lead needs assessment and current state gap and current vs. future state gap analysis meetings at customer / client sites

Maintain customer / client relationships to ensure expectations are achieved

Strategic planning

Integration planning

Data modeling

Executing plans

Skilled at analyzing data, including data personally gathered as well as data obtained from other sources

Business requirement gathering / technical requirements gathering

Manage cross-functional project teams in matrix environment

Provide single point of contact information to customer / clients and internal teams

Assessing progress

Stakeholder identification and management

Quantitative data analysis / qualitative data analysis

Project reporting

Escalating / escalation as needed, assertive as required

Impact assessments

Assessing outcomes

Re-engineer business and supply chain processes

Project governance

Business requirement assessments

Vendor / supplier evaluation

Skilled at managing and shaping change

Business process improvement

Value Add Skills / Capabilities

Great interpersonal skills, Great verbal communication, Great written communication, Great Presentation skills

Experience with both sales project management and purchasing/commodity management

Experience with both manufacturing and distribution

Skilled in both solution design and implementation

Able to multitask, managing several projects at once

Strong operational knowledge base

Customer / Client focus, balanced with protecting company interests

Mentor less experiences associates – inside and outside functional department

Analytical

Effective delegation

Able to identify implications for various decisions

Proficient at exploring options in projects to ensure results are achieved / successful

Practiced at managing relationships with key stakeholders

Consistently able to identify appropriate resources and ask appropriate questions to garner new information as required

Decisive decision maker and fully accountable for those decisions

Executive management can trust me to get the job done and done right

Keep abreast of changes in the distribution landscape related to trends, customer / clients and competition

Attention to detail

Seen as a leader and well respected for my knowledge base and network of resources

Data analysis & design \ business analysis

Willing to take on "unpopular" projects with a positive attitude

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