Customer Experience Project Manager

Michael Goldthrip

Cartersville, Georgia 301**-***-*** 1710 ******@*****.***

CAREER OVERVIEW

Innovative consultant, executive, advisor, and author seeking to add value to your organization. An experienced subject matter expert, senior level project manager, higher education technologist and direct customer/stakeholder engagement strategist well versed in multiple methodologies and principles including SDLC, Six Sigma, ITIL/ITSM, Waterfall, Agile and Agile Scrum Experienced with ServiceNow and Workday having implemented and managed organizational delivery and best practice with both products; Expertise in Software as a Service (SAAS) and Product Delivery, E-commerce, Retail, Credit Bureaus, Higher Education, Big Data, Governance, IT Service Management (ITSM) execution, ITIL, as well as customer experience and satisfaction. Additionally experienced in data analytics and reporting including KPIs, incident management, transition management (via mergers and acquisitions) for both onboarding and off-boarding efforts, human resource management, with effective written and verbal communications skills to diverse and varied audiences. A visionary with a proven record of accomplishment and success.

Personal Motto / Life’s Mantra

“Attitude Is Everything”

EXPERIENCE

Everise, Remote GA, 08/2024 — Present

Team Lead Supervisor

●For UnitedHealthCare, managed licensed insurance agents as part of a call center (12 Agents) in their annual enrollment efforts championing customer experience.

●For H&R Block, managed 31 extraordinary customer experience champions in providing H&R Block software and online patrons with resolution to their tax product concerns and technology related issues.

●Managed day-to-day activities, training, coaching, scheduling, payroll, and resource development.

●Utilized tools such as Workday, Microsoft 365, Microsoft Teams, XM Discover, Avaya, Pulse, Fortitoken, Forticlient, Jarvis, ServiceNow, Salesforce, IEX/Webstation, Nice Portal for QA Evaluations and KPIs, CXOne/Softphone, CXOne Password Reset, HRB OLAT, HRB SMRT, HRB OPS tool, HRB WIM$, HRB RAP, CAST, HRB.com, HRB Myblock, Inkling, AMP, IRS.gov, IRS Where is my money, IRS Get IP Pin, Bureau of Fiscal Services, and Qfinity to ensure customer experience and compliance was met and exceeded.

●Coaching, live listening and training daily to ensure customer contact and experience agents’ consistent presentation, competence, professionalism, and confidence as we deliver top level customer experiences.

Guilford College, Greensboro, NC 05/2024 — 07/2024

Banner / Workday Support Consultant

●Banner (including Banner Student, Banner Finance, Banner Human Resources, Banner Financial Aid, Banner Advancement, Banner General, Banner Workflow, Banner Self-Service, Banner Security) and WorkDay Support (supporting all the admin, interfaces, data export and import) and will also support WorkDay interfaces and reporting

●Worked with the team to deliver Product Enhancements, Upgrades, Integration, Transformation Service Offerings in EllucianBanner® product.

●Designed and developed customized forms, data products and files, interfaces, and enhancements to include additional features as per customer specific functional needs.

●Builded extracts to and from Banner® for third party applications and outside vendors using PL/SQL and SQL.

●Successfully delivered solutions using Workday Integration via XML and XSTL

●Provide technical solutions and support to the development team. Primary focus was on Workday financials including General Ledger, Accounts Payable, Accounts Receivable, Asset and Financial Reporting.

● Coordinated with functional consultants and business users for requirement gathering, identifying functional and technical gaps, application design, functional/technical specifications, configuration, module setup.

●Converted the business requirements into technical requirements for customization

●Participated in project meetings, providing status and effort information to the IT leadership on assigned tasks and highlighting issues/risks

●Aided in resolution of internal defects raised, suggesting suitable solution to rectify the error.

●Products included Ellucian Banner, Ellucian Insights, Workday Education, Workday Integration, SQL Developer, AppDynamic, New Relic, BitBucket, GIT, Filezilla, OKTA Authentication, Zoom, Palo Alto Global Connect, Putty, Google Suite, and Google Workspace along with its associated products.

Equifax, Atlanta GA 06/2022 — 02/2024

Senior Consultant Product Manager

●Responsible for large product migration and transformation from on premise to the Google Cloud.

●Build and support customer experience while orchestrating high touch (key customer relationships

●Leveraged both ServiceNow and Workday in support of the day-to-day mission.

●Build and execute migration and transformation plans and transition strategies.

●Responsible for working closely with key customers to ensure a positive customer experience and maximization of product revenue.

●Engage and manage clients at appropriate levels, including senior technology and business executives in the target client audiences.

●Negotiate commercial terms of engagement.

●Work with and lead high touch efforts and the delivery teams and third-party vendors to ensure that project risks are minimized, and project goals are met.

●Focus on technology products, services, applications services, and system integration inventory migration. ServiceNow, Agile Methodology, JIRA, Excel, Tableau and Google Suites environment.

●Manage data sources via Excel, Sheets and other databases including VLookups and Pivot tables.

●Technology organization utilized Dynatrace, AppDynamic, New Relic for system monitoring.

●Provided weekly executive reporting content for CIO and other key executive management for progress status.

Capgemini / TVA, Chattanooga, TN (Remote). 09/2021 — 1/2022

Transition Manager / Vendor Onboarding and Product Migration / Cross Functional Lead

●Managed the transition efforts from incumbent vendor to incoming vendors as well as the transition of technology and software development, support, and enhancements to the new vendors as well as back to the client. This includes well over 200 incoming and outgoing resources.

●Vendor management, liaison, executive communications, and reporting. Mergers and Acquisitions components as well.

●Presentations and knowledge exchange

●Project Management

●Budget management and adherence

●Major Concern and Incident Management

●Manage data repositories and sources via Excel, Sheets and other databases including vLookups and Pivot tables.

●Process Documentation: Creation, currency/relevancy, compliance (high priority)

●Software As a Service (SAAS) support and product delivery

● Executive Reporting and stakeholder management (transition status) for the TVA CFO in charge on behalf of Capgemini leadership.

●ITIL: Incident, Problem, Change, Service Requests: ticket age, queue depth. ServiceNow, Workday, JIRA, etc

●Technology team utilized AppDynamic and New Relic as part of their infrastructure.

●Enhancements (ability to report to customer status of their Enhancement requests in all towers)

●Team/Efficiency: Staffing, individual metrics determining team efficiency/output targets, track staffing requests)

TRANSUNION, Atlanta, GA 05/2013 — 02/2020

IT Manager - Senior Global Manager

Served the organization as a trusted senior level decision maker in support of:

●Transformed TransUnion's Global Service Delivery offerings into a world class voice of customer responsive and analytically sound product-based service organization (supporting channels including Africa, Canada, India, and Asia) focused on exemplary customer experience, operational excellence, and constant improvement. Helped to grow the Global Service Enterprise and TransUnion’s revenues from a private company earning $292.4 million in 2013 to a NYSE publicly traded company earning estimated adjusted revenues of $2.638 billion in 2019.

●Developed continuous improvement strategies that delivered extraordinary experiences that delivered communicated, agreed upon products and services.

●Defined deliverables and communicated strategies, assets, goals and project timelines about products and services providing all parties a clear understanding of expectations.

●Acted as the advocate for the customer and chaired key stakeholder management.

●Researching end user concerns performing research on root cause and process improvements with an eye towards closing the loop on unsavory experiences.

●Obtained and evangelized product vision into profitable goals and initiatives.

●Generated executive reporting monthly of KPI data for global executive leadership

●About mergers and acquisitions, managed onboarding of TransUnion’s resource acquisitions.

●Implemented Workday corporate wide as the corporate system of choice for associate engagement, communications, and exchange. Workday specific modules implemented and corporately institutionalized included finance, HR (HRIS), payroll, talent, time tracking, analytics, and planning

●Budget Management and Maintenance including resource allocations for as many as 35 direct reports.

●Implemented Salesforce as the primary sales and service delivery tool across TransUnion verticals to capture customer insights and improve responsiveness.

●Helped to transition Transunion’s operational infrastructure by instituting processes which positively impacted delivery to customers.

●Delivered on initiatives including Single Sign On (SSO), Active Directory corporate usage, self service security access management with additional key role tools including Workday, Remedy, ServiceNow and Salesforce, Splunk, Dynatrace, AppDynamics, Data Analytics, Service Management, Customer Relationship Management, Onboarding Security Administration, Active Directory, Clarity, eTime, Salesforce, Business Continuity Planning, Resource Allocation and Scheduling, SQL, Incident Management, Agile, Agile Scrum, JSON, XML, Tableau, Tableau Server, Microsoft Office, Visio, MS Project, BMC Remedy, APIs and relational database queries.

The HOME DEPOT, Atlanta, GA 01/2011 — 05/2013

Product and Project Manager, Consultant

Managed IT projects within the Project Management Organization (PMO) supporting HR Infrastructure IT Project Delivery and Enterprise Data Warehouse matrix-ed support organizations.

●Led the effort for The Home Depot that provided executive, retail and sales leadership with voice of the customer data via dashboards and business intelligence reports by combining data from multiple customer feedback channels into one centralized data warehouse providing vital feedback on real time customer experience.

●Delivered corporate software and API based initiatives to deploy Single Sign On (SSO) within the infrastructure.

●Led the effort delivering daily sales data reports to executive sales leadership via mobility.

●Developed and implemented The Home Depot’s career opportunities website which successfully provided the company with access to the best possible candidates both nationally and internationally.

●Successfully led the effort to develop and launch integration for The Home Depot vendor management system (IQNavigator) which revolutionized the vendor management process by standardizing compensation, contracts and terms while sharing with potential hiring managers with a better understanding of the talent pool and skills of their technology partners, vendors and contractors exponentially lowering the company’s operational costs.

●Revolutionized technology delivery by serving as one of the first Agile Scrum Masters for software and API based retail assortment planning, Demand and placement forecasting as well as product retention and retirement strategy projects with The Home Depot Merchandising team. Had the awesome opportunity of organizationally Institutionalized the first Agile Scrum standard operating process incorporated by the IT Delivery team which included delivery teams, product owner engagement, the creation of backlog process, daily stand-up meetings and postmortem events.

●Create, manage, and support data repositories and sources via Excel for executive purposes using VLOOKUP’s and Pivot tables.

ADDITIONAL CAREER ROLES

Data Manager - SPELMAN COLLEGE, Atlanta, GA 01/2009 — 01/2011

Provided higher education technology, leadership, web administration, data analytics, federal reporting and stewardship. Marketing technologies and surveys including the creation of student databases and marketing recruitment strategies, direct response automation, email campaign management, social media services, lead management and response. Technology support and resolution for faculty and staff. Products included Ellucian Banner (including Banner Student, Banner Finance, Banner Human Resources, Banner Financial Aid, Banner Advancement, Banner General, Banner Workflow, Banner Self-Service, Banner Security),SQL Developer, HTML, JavaScript,using contact systems (such as Microsoft, SalesForce and SurveyMonkey, MS Project, MS Access, MS Excel (including Pivot Tables and Pivot Charts), MS PowerPoint, PASW/SPSS 17.0, SCT Banner, ColdFusion, Dreamweaver, DB Visualizer, PL/SQL Developer, SQL Server, SQL Server Management Studio, Oracle 10g, SQL, and other products related to ColdFusion server.

Data Analyst (Part-time) - Positive Impact, Atlanta, GA 01/2009 — 05/2010

Assisted the non-profit service organization with its data extraction, creation and analysis needs using such products as Provider Enterprise, SQL Server Database, SPSS 17.0, Crystal Reports, SQL Server Reporting Module, DB Visualizer, MS Access and Excel.

Institutional Research Consultant/Advisor/Author (Part-time)

Atlanta Technical College, Atlanta, GA 11/2008 – 12/2009

As part of this Technical College System of Georgia and Southern Association of Colleges and Schools Commission on Colleges (SACS COC) institution, responsible for research instruments including surveys and national, regional and state required institutional reports.

Author of the college’s SACS COC Reaffirmation Quality Enhancement Plan (QEP)

Serving as QEP Steering Committee Chairman

Point of contact for all institutional research and assessment activities. Tools: E-Listen, MS Access, MS Excel, MS PowerPoint, SPSS 12.0/17.0 and data retrieval from DTAE, ERIC, Galileo, and Banner (including Banner Student, Banner Finance, Banner Human Resources, Banner Financial Aid, Banner Advancement, Banner General, Banner Workflow, Banner Self-Service, Banner Security)

Technical Project Manager, Product Sales - DHL EXPRESS, Scottsdale, AZ. 01/2005-–1/2009

DHL Express is a top tier shipping and logistics service organization. Responsible for on boarding new customer relationships, technology implementation, database administration, shipping operations, system programming and integration with customer existing infrastructure, key account management and incident management resolution ensuring customer satisfaction.

Database Manager - CLARK ATLANTA UNIVERSITY, Atlanta, GA 03/2003— 01/2005

Provided Higher education leadership which encompassed system analysis, product ownership, process architecture, development and integration, data sourcing, analysis, reporting, presentation and stewardship on behalf of the university. Manages and supported the Banner product (including Banner Student, Banner Finance, Banner Human Resources, Banner Financial Aid, Banner Advancement, Banner General, Banner Workflow, Banner Self-Service, Banner Security) developing a data warehouse for the institution

Software Quality Assurance Manager, FISERV, Atlanta, GA. 01/2000 — 03/2003 CheckFree (now Fiserv) is an industry leader and originator of electronic bill payment and payment processing. As Quality Manager, owned all processes related to the payment processing system. Owned implementation veto and assurance power managing to entire bill payment backend functionality from APIs through remittance to banks as well as debit and credit processes. Executive reporting monthly for the CIO and other key executive stakeholders. Key player in the company’s successful launch with banking giant Bank of America which led to its ultimate creation of what is now Fiserv DNA based APIs and products. Budget Management and Maintenance including resource allocations for as many as 11 resources. The role included stakeholders and customers joint product initiative sessions, business analysis, functional analysis, technical writing, developing, user (in person) acceptance tests (UATs), technical focus groups with feedback responses and maintaining APIs, products and programs utilizing mainframe and web based based systems delivery.

Data Content Manager/QA Analyst, BELLSOUTH, Atlanta, GA. 01/1999 — 01/2000

Creation of data content in support of marketing information systems for sales partners and the assurance of products for the expansion of business for this major communication service provider.

Supervisor/Manager, Crawford and Company, Atlanta, GA. 01/1997 — 01/1999

Managed the IT development and support organization of Crawford and Company, the world's largest publicly listed independent provider of claims management solutions to insurance companies and self-insured entities serving clients in more than 70 countries. Role included business analysis, functional analysis, technical writing; developing and maintaining APIs and programs using COBOL/COBOL II/DB2/Adabas and batch programs on the mainframe (IBM). Software products included FILEAID, ROSCOE, ISPF/TSO, JCL, CICS, DB2, ADABAS, VSAM, EDI and IBM Utilities. Performed unit, quality assurance and system integration tests and prepared and formatted data for EDI transmission.

INSTRUCTOR (Part Time), COMPUTER LEARNING CENTER, Marietta, GA 01/1998 — 12/1998

As a non tenure track faculty member, provided guidance, counsel and training to students by developing educational curriculum and course content for computer science related studies. Served as a lecturer managing and creating lesson plans, testing and assessment instruments, proctored, evaluated and delivered results of test instruments, managed student progress reports and provided tutoring.

Airline Systems Consultant, SITA, Atlanta, GA 12/1994 — 01/1997

Served as a consultant for SITA a multinational information technology company providing IT and telecommunication services to the air transport industry. The company provides its services to around 400 members and 2,800 customers worldwide which it claims is about 90% of the world's airline business.

Senior Programmer/Analyst – Lead Trainer, INFORMS, Montgomery, AL 01/1986 — 12/1988 and 01/1994 — 12/1994

Lead Programmer for this organization providing purchasing systems software to governments. Responsible for requirements gathering, business analysis, functional analysis, technical writing; developing and maintaining APIs and programs using COBOL/COBOL II/DB2/IMS/CICS and batch programs in both mainframe (IBM) and client server technology (RISC 6000 (UNIX)) environments. Software products included FILEAID, ROSCOE, ISPF/TSO, JCL, CICS, DB2, ADABAS, ISAM, VI, VSAM, IBM Utilities, Panvalet, QMF, and CORE. Performed unit, quality assurance and system integration tests and prepared and formatted data for EDI transmission.

Systems Engineer, EDS, Plano, Texas 01/1989 — 01/1994

Systems Engineer for the automotive giant GMC and GMIC providing business analysis, system analysis and product development using PL/1, Assembler, COBOL/COBOL II/DB2/IMS/CICS and batch programs. Software products included FILEAID, ISPF/TSO, JCL, CICS, DB2, VSAM and IBM Utilities. Performed unit, quality assurance and system integration testing as well as on call duties.

Technical Writer and Programmer, Unisys, Huntsville, AL / Montgomery, AL 8/1984 — 01/1986

Crafted technical documentation for the United States Air Force as part of the company’s contract with the government. Created flow and process manuals from Unisys hardware based computer code turning the technical jargon into understandable language so that the non technical Air Force resources could become knowledgeable. Also served as a programmer for this effort

EDUCATION & TRAINING

BS, Data Processing, University of Alabama, Tuscaloosa, AL

Agile Scrum Master Training, Atlanta, GA

Executive Management Training, Atlanta, GA

Licensed Insurance Agent - Life, Accident and Health, Atlanta, GA

Contact this candidate