Customer Support Marketing Analyst

Inga Ferber

San Diego, CA 502-***-**** **********@*****.*** linkedin.com/in/ingaferber

Accomplished program and project executive with extensive experience in delivering retail business transformation initiatives. Seasoned portfolio manager specializing in Ecommerce, Marketing and Customer Support functions, with a strong history of successfully aligning vision and goals to operations and tactics. Extremely skilled in providing structure, organizing approaches, using data, and identifying innovative ways to deliver on concurrent initiatives. Laser focused on driving revenue and incremental productivity gains, while reducing costs.

KEY COMPETENCIES

Transformations Process Design & Optimization Strategic Planning Tactical Execution Operations Organizational Change Management Servant Leadership Cross Functional Team Leadership Vendor Management IT Delivery, Operations & Consulting

Agile/Kanban SAFe 5 Agilist (Certification Pending) Waterfall SDLC Adobe Experience Manager Salesforce Service Cloud Confluence JIRA Trello PagerDuty ServiceNow Smartsheet MS Office Suite G Suite SharePoint CAREER HIGHLIGHTS

● Led technical design, business teams and support functions to deliver on 2 simultaneous transformational Ecommerce and Marketing initiatives ($7M budget, $5M EBITDA).

● To improve customer satisfaction KPIs, managed global teams to implement and deploy Salesforce Service Cloud, resulting in $150K/mo in savings.

● As part of implementing Next Generation Customer Support strategy, selected a new strategic partner, resulting in a 5-year

$19M/yr agreement.

● Saved $100K in annual costs by leading the replacement of the enterprise image/video management software.

● Consistently achieved operational objectives by streamlining quarterly, annual, and ad hoc planning processes for on time completion.

PROFESSIONAL EXPERIENCE

Petco Animal Supplies, San Diego, CA 02/2014 - 06/2022 Director, Project & Program Management, 09/2020 - 06/2022 Delivered transformational business operations and technology programs for Customer Support organization by actively managing the entire portfolio (15 simultaneous programs and projects of various scope and complexity). Established Marketing Program Management Office (PMO) charter, framework, sub-process and built ongoing operations, growing the team to 5 full time PMs, contractors, and multiple technology vendors.

● Designed and implemented Marketing project prioritization methodology, built an intake process, and managed outcomes designed to improve Voice of Partner (VOP) annual metrics by 2%.

● Completed multiple quarterly planning periods by building the PMO intake and process frameworks, maturity milestones and annual roadmaps; negotiated deliverables while balancing cross-functional needs.

● Organized, led, and completed EOY annual planning for 150+ Marketing organization by optimizing processes, creating, and managing project plans, overseeing execution, and maintaining open communication channels between all cross-functional business units. Partnered with IT PMO on strategy and delivery.

● Fostered transparency and open communication by initiating executive scorecards with status, risks, metrics, and budgets across all portfolio projects. Synthesized information and raw data from multiple sources to create clear and concise executive program level views.

● Improved retention by 4%, by leveraging analytics and proactively identifying/mitigating workload issues with respect to organizational changes and capacity planning. Sourced critical talent.

● Defined, established and owned a new Program Management framework, empowering cross-functional teams of marketers, project managers, product owners, engineers, consultants and vendors to deliver concurrent projects on time, on scope, and on budget.

● Built consensus across diverse stakeholder groups and key decision makers by leading planning, scoping, resource and budget estimation workstreams, while resolving gaps and breaking down barriers to change. Pg 1 Inga Ferber

● Expedited cross-functional decision-making process (moving it from weeks to 1 day) by implementing new portfolio visualization tools (real-time capacity, resource management, and productivity assessments) in support of end-to-end coordination and execution.

IT Manager, Ecommerce and Enterprise Content Management, 02/2019 – 09/2020 Program and project managed Google Rapid Acceleration Program (ecommerce, POS) and Petco Credit Card Program (CRM) by engaging, directing, managing and executive status, risk, and progress reporting across key metrics and KPIs. On time and scope delivery, cross-functional communication, as well as milestone management across all stakeholders. Served as ecommerce, enterprise content management, marketing product owner and operations manager.

● Delivered 3 strategic programs using SAFe principles, by empowering transition from Waterfall to Agile, while also managing hybrid teams working cohesively across resource-competing programs.

● Deployed, supported, and evangelized use of digital marketing and ecommerce enterprise tools. Initiated credible conversations to close the process and deliverable gaps, building trust and improving collaboration.

● Identified, aligned on, executed against, and reported on OKRs, providing ongoing transparency to all stakeholders.

● Negotiated tight schedules in a challenging resource competitive environment by providing clear project plans, expectations, and definitions of done, resulting in 4 on-time launched SW products.

● Consistently delivered on committed backlog by instituting operational excellence practices across Omni Channel platforms. Successfully led RCA and escalation resolution discussions.

● Stood up financial reconciliation for digital IT operations (over $1M monthly run rate), normalized forecast/accrual/budget process and schedule with Finance and leadership teams. Streamlined vendor invoicing/payment interactions, reconciled budgets, and optimized IT processes resulting in 7% improvement of on-time payments.

● Managed SW releases and trained Project Managers, Scrum Masters, international delivery teams on best practices. Manager, IT Business Process & Systems Analysis, Digital Marketing and Content, 11/2015 - 01/2019 End-to-end ownership of the content management enterprise software suite; strategic roadmap building, delivery, technical innovation, and operational ongoing support, for Ecommerce, Marketing, POS solutions and third-party integrations.

● Achieved $300K in savings by analyzing various software agreements, working with Procurement, Legal and leadership teams to renegotiate contracts, squeezing out maximum TCO from owned technology stack.

● Drove the enterprise savings initiative to eliminate $200K in excess costs by reallocating headcount and streamlining subcontractor vendor agreements.

● Guided optimization of enterprise investments by leading technical discovery, solution design, implementation, and support for new ecommerce and digital capabilities.

● Accountable for on time, within scope/budget technical delivery of software replacement projects; secured technical ongoing support contracts.

● Continuously improved customer experience on critical website pages (home, cart, category) by maintaining 5 9s reliability, resulting in decreased page load time from 5 to under 2 seconds.

● Managed the Enterprise Content Team and Digital Operations Squad to deploy break/fix work, support external shopping channels, revamp in-store Extended Aisle tools, manage Software and Hardware migrations and upgrades.

● Led business/IT solution design sessions, translated complex concepts into plain English, negotiated final deliverables by aligning on all requirements.

● Established, maintained, and improved SDLC operational processes to avoid revenue disruptions.

● Drove Agile deployments; built processes to support adoption and integration into non-Agile org structures, norms, and practices for the Content and Digital Operations Squad.

● Initiated and navigated sensitive Root Cause Analysis (RCA) and remediation conversations with stakeholders, as well as oversaw changes to completion.

● Hired and managed a technical team of 12 individual contributors. Business Systems Analyst, 02/2014 - 11/2015

Completed Adobe Experience Manager (AEM) 6.0 implementation for 2 concurrent desktop websites. Analyzed and resolved technical constraints against business objectives. Objectively focused on achieving business process-driven design for internal users as well as customer journey requirements for end customers. Customized resulting Software product, wrote technical documents, accountable for system health and optimal performance. Pg 2 Inga Ferber

● Implemented ecommerce solutions across multiple digital channels; consulted on various technologies and ROI feasibility.

● Intimate technical and business user-facing knowledge of AEM DAM and WCM, as well as how AEM integrates with IBM WebSphere Commerce.

● Functional knowledge of AEM OOTB and custom templates, blueprints/live copies, components, metadata, workflows, LDAP/RBAC, site architecture/taxonomy, Adobe Scene 7 integration for optimized cross-platform digital asset delivery.

● Built and executed content management technology roadmap

● As a direct interface with EPMO, launched 2 SW initiatives, empowering business teams to deliver content daily instead of weekly.

● Focused on continuous Change Management by training constituents on system functions and best practices, instituting new business processes around content lifecycle, and providing data governance structures where none existed previously. Lexmark International, Lexington, KY 04/2012 - 12/2013 CMS Lead Marketing Analyst

Performed Business Analyst role by writing and executing business requirements for an Enterprise Content Management System implementation (Adobe Experience Manager). Served as a Project Manager by ensuring smooth daily operations of the vendor application development teams. Responsible for proactive issue management/resolution, milestone, and progress reporting across all levels of management.

● As part of SDLC and in conjunction with multiple deployment teams, collaborated with new global web application developers to devise cross-platform technical solutions, aligned respective resources, strategies and deliverables across multiple organizations and teams.

● Organized and validated code promotion through environments, ensuring efficient and timely hand-offs.

● Instituted QA/QC, testing, and validation methodology. Wrote test cases, managed daily testing cycles and outputs.

● Participated with Organizational Change Management teams to educate future system users; fostered system adoption by showing how the users’ daily activities change with the new technology. Built and delivered training materials.

● Led the worldwide Marketing HQ, geography marketing and implementation teams in developing project operational strategy, implementing, organizing, and reporting on a global localization and translation initiative for Lexmark.com and its multiple Marketing campaigns.

ADDITIONAL PROFESSIONAL EXPERIENCE

● ACCENT Marketing Services (Communifx Partners LLC), Marketing Operations Manager

● Republic Conduit Manufacturing, Marketing Analyst

● Smoothstone IP Communications Corporation, Marketing Manager EDUCATION

Indiana University, 2002, Bachelor of Arts (BA), Communication Studies Pg 3 Inga Ferber

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