Experience

Digital Project ManagerThomasARTSFeb 2011 - Nov 2011

Orchestrated teams of Designers, Copywriters, Developers, and Account Managers from project conception and pitch through architecture, design, execution, testing, and deployment. Managed project timelines, budget, risks, and resources to ensure killer website delivery and project experience for all. Activities included project documentation such as scope of work, requirements, change requests, risk assessments and conducting project perspective meetings (aka post-mortems). Provided individual project status reports as well as overall portfolio reports to Board of Directors.

Manager, User Acceptance TestingGalileo Processing2009 - 2011

Recruited to develop and implement a User Acceptance Test team and Strategic Quality Plan including overall test strategy and user acceptance life cycle for all Galileo Processing projects and programs.

Manager, Call Center CommunicationsJetBlue Airways2004 - 2008

Proactively assessed communication needs and challenges for communicating to 1200+ crewmembers in a remote workforce environment. Identified communication gaps and defined required actions and future roadmap. Collaborated with training team to assess and prioritize training needs based on knowledge management report analysis.

Manager, Reservations Technology SolutionsJetBlue Airways2000 - 2008

Promoted throughout tenure to manage key projects and process improvement initiatives for Marketing, Reservations, and Interactive organizations. Managed multiple, simultaneous projects. Lead up to 18 person team of Test Specialists and Business Analysts. Identified customer experience improvement opportunities and led project execution efforts including online flight check-in, online change/cancel, JetBlue Getaways Vacation packages, and Online Help. Took primary oversight of reservation system and was selected as Customer Support Project Lead for selecting and implementing a new Passenger Service System.

Skills

Highlights

Introduced + implemented digital project process

in an agency environment to improve project time and quality.

Introduced test process + implemented new test team

improving project quality and client risk assessment on company projects.

2008 KM World Reality award

for demonstrating leadership in the implementation of knowledge management practices by realizing measurable business benefits.

2007 KANA Customer Summit Award

for outstanding achievement in customer service using KANA’s multi-channel solutions to achieve peak performance.