KRISTIN LANCASTER-WEISS

864-***-**** adxfr7@r.postjobfree.com Greenville, SC

https://www.linkedin.com/in/kristinlancaster

PROFESSIONAL PROFILE

Senior Program Manager / Technical Product Manager Senior technical program manager with 20+ years of leadership and sales experience in management consulting, business intelligence, and industrial software solutions. Currently leading customer experience teams at Amazon.com to reduce defects and concessions by $55M using machine learning (AI/ML) and predictive analytics. Proven ability to lead technical teams of sales, engineering, data science, UX and IT experts to digitize & simplify the retail and power industries. Sales tool expertise includes Oracle ERP, Salesforce.com, Tableau, Quicksight and data lake application development in Fortune 50 enterprise settings. Graduate of GE’s Accelerated Leadership Development (XLP) program for high potential executives & Lean Six Sigma Greenbelt for operational excellence. Certified Scrum Master Sales & Business Development Enterprise Architecture Cloud Computing Cross- Functional Team Leadership Artificial Intelligence & Machine Learning PROFESSIONAL EXPERIENCE

AMAZON.COM, Greenville, SC

SENIOR PROGRAM MANAGER – Consumer Customer Service December 2021 - Present

● Led wing-to-wing ideation and development of customer defect reduction programs worth $850M including user requirements, financial benefits, training, and scope of work for Amazon Confirmed Fit (ACF), Andon Cord analytics, and AWS image recognition use cases.

● Managed and updated Customer Service policy standards using Asana, ServiceNow & Atlassian Confluence for 20,000 customer service associates to reduce returns and product defect concessions by $55M.

● Managed and trained 5 business analysts on SQL query development using Amazon Simple Storage Service (AWS S3) data lake analytics use cases to resolve retail catalog defects. GE (General Electric), Greenville, SC

TECHNICAL PRODUCT MANAGER (TPM) – IT / Digital Department July 2014 – December 2021

● Led wing-to-wing ideation and development of IoT data science businesses cases including scope of work, journey mapping & proof of concepts for wind turbine O&M services resulting in $25M of cost avoidance.

● Wrote the commercial contract, scope of work (SOW), terms and conditions, milestones, work breakdown structure for SaaS platform applications and integrations.

● Led and supervised 8-10 GE Digital software development team members in Silicon Valley (San Ramon).

● Led mobile application software programs to digitize field services paper processes for improved configuration management resulting in $2M of reduced costs & field service productivity.

● Implemented the first Nuclear Parts e-commerce application launch for 250 external customers leveraging Oracle EBS istore application & partnering with Genpact software developers for $230k contract. SALES BUSINESS DEVELOPMENT LEADER – Nuclear Parts Department June 2012 – July 2014

● Developed sales plans, operational reporting metrics, & financial forecasting for GE Hitachi Nuclear Parts commercial team with $130M in annual sales revenue for 4,000 parts orders per year.

● Defined scope of work and technical requirements to implement automated email reporting for customer & staff notifications using Oracle ERP EBS (R12) quoting and Cognos BI systems.

● Developed sales customer relationship management (CRM) improvements for 400 customer contacts using Salesforce.com (SFDC) & Excel macros.

Booz Allen Hamilton, Mclean, VA

ASSOCIATE CONSULTANT – Energy Strategic Planning and Project Manager (PM) July 2009 – May 2012

● Developed Infrastructure Energy Strategic Plan for the Secretary of the Navy (SECNAV) to achieve compliance with energy legislative mandates, meet LEED Silver standards for new construction, and to increase renewable energy projects across 77 Navy bases.

● Utilized Certified Energy Manager (CEM & LEED AP) skill set to develop energy efficiency guidance and policies for the Air National Guard including electric rate structure analysis, demand response opportunities, commercial building maintenance planning, and life cycle cost analysis. NSTAR Electric & Gas Company, Westwood, MA

ENERGY EFFICIENCY PROGRAM MANAGER – Residential Customer Care November 2007 – May 2009

● Developed programming, budgeting, financial analysis, and forecasting for $7M in annual MassSAVE program spending for 1.4 million residential NSTAR electric customers; achieved 109% of annual electric savings goal through insulation, HVAC maintenance, duct testing/repair, ENERGY STAR CFL’s, and boiler rebate program.

● Created technical requirements, business case, marketing strategy, programming and finalized request for proposal documentation for six utility companies involved in $400,000 website design & API integration project which included 1,200 web pages.

● Built five-year utility reporting tool for decreased kilowatt hours, revenue, and administrative costs for financial and operational forecasts to NSTAR senior management.

Progress Energy Electric Company (Duke Energy), Raleigh, NC IT ANALYST / PROJECT MANAGER (PMP) July 2004 – October 2007

● Gathered requirements from business customers to develop, maintain, and enhance web pages using MS Visual Studio, ASP.NET, VB.NET, Photoshop, HTML, IBM HomeBuilder, WebSphere, and TeamSite Content Management Tool.

● Interacted with mainframe COBOL customer information system to analyze and test front end web development projects in .NET environment.

● Estimated budget, functional requirements, scope, and timeline using MS Project tracking tools.

● Successfully coordinated efforts of cross-functional team including graphic designers, VB.NET programmers, and internal clients.

● Worked with IBM’s HostPublisher web services to deliver various small enhancement projects utilizing source control, debugging, and release processes.

University Of North Carolina, Chapel Hill, NC

COMPUTER LAB MANAGER, School of Information and Library Science August 2002 – May 2004

● Managed nine help desk technicians including hiring, training, scheduling, and technical troubleshooting and support for large graduate school computer laboratory including four Windows 2000 servers.

● Completed HTML updates, troubleshooting documentation, backup system file restorations, and wireless card installation and configuration for laptop computers.

● Organized videoconferencing scheduling and configuration responsibilities with four Polycom Viewstation SP systems.

● Developed curriculum and presented two-hour Microsoft Office Suite courses for over 100 students and professors, including advanced Microsoft Word, Access, PowerPoint, and Excel topics. BACKUP SYSTEMS ADMINISTRATOR – Academic Technology & Networking Dept January 1998 – May 2001

● Managed two Tivoli Storage Manager backup servers for 25,000 students, faculty, and staff at large public university.

● Restored client files from archived DLT tapes and analyzed error logs for operational inefficiencies.

● Researched UNIX and AIX server commands for initiating incremental backups, implementing disaster recovery procedures, and restoring previous versions of files for users. EDUCATION

BOSTON COLLEGE, Chestnut Hill, MA August 2007- April 2009 Master of Business Administration (MBA in Global Leadership) Beijing International Consulting Project January 2008 Leadership for Change Sustainable Business Program 2008 - 2009 UNIVERSITY OF NORTH CAROLINA, Chapel Hill, NC August 2002 - May 2004 Master of Science in Information Science (MSIS)

Management of Information Systems Specialization.

Awarded Margaret Ellen Kalp Fellowship Full Tuition Scholarship. UNIVERSITY OF NORTH CAROLINA, Chapel Hill, NC August 1997-May 2001 Bachelor of Arts in Psychology (BA)

Minor in Information Systems

Graduated with Distinction Honors

TECHNICAL SKILLS

Software Application Development

C++ C# VB.NET HTML JavaScript CSS XML Git Jira Certified Scrum Master UX/UI Design

Microsoft Visio Adobe Photoshop & Lightroom UI development & design thinking Storyboards, journey mapping, prototyping, wireframing, screen designs, & interaction flows Data Science & Statistics

Python R MiniTab Black Box Models Random Forest Regression Analysis Database & ETL

SFDC Salesforce.com CRM Access Oracle ERP SQL Tableau & Spotfire BI Visualizations

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