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Work Background
Bish'Director, Digital Transformation (DX)
Aug. 2021Idaho Falls, Idaho, United States**Digital Transformation**
- Implement low/no-code platforms and tools (Retool, Appsheets, Zapier, Tray.io, Hubspot) across the enterprise to support Marketing, Sales, and Operations business units, improving data integration, streamlining operations, and enhancing efficiency and data gathering. - Reduce operational labor costs for a single process by $2.5 million per year (annualized). - Improve customer-facing service efficiency by an estimated 209%. - Identify and eliminate $1.2 million of ineffectual marketing spend based on customer behavior attribution data obtained through Hubspot. **Project/Change Management**
- Design and implement industry-changing processes and applications to manage customer service requests, reducing repair times, lowering costs, and improving customer satisfaction.
- Manage projects to secure customer data, preserve data integrity and long-term storage, and enhance data collection, analysis, and reporting.
- Lead data migration projects to move transactional business data to an AWS-hosted database, resulting in improved performance (faster data load times) and increased stability (85% drop in Tier 1 Support Requests).
- Map key enterprise business processes and identify points of friction for customers. Eliminate bottlenecks, reducing customer loss of usage time by 90-95%, and resulting in increased customer NPS scores. **Data Analytics**
- Develop a reporting suite to identify end-user behaviors related to process adoption, abandonment, bypass, and conformity. Provide executive management with key business insights to inform decision-making and address problem areas.
- Use collected data to create frontline-level action plans, triggers, and indicators, allowing employees to eliminate waste in inventory, duplication of effort, and unnecessarily delayed timelines.
United Global TechnologiesProject Manager
Mar. 2020 - Aug. 2021Idaho Falls, Idaho, United StatesINL has more than 7300 employees and researchers, specializing in cyber-security, renewable energy solutions and nuclear energy research. Information Management supports the research mission of INL with custom development and SaaS solutions. **Project Management**
- Collaborate with IM departments, including Cyber, Architecture, IAM, Enterprise Support, and Customer Experience, to identify and deliver technical and business requirements. - Lead prototyping and implementation of Okta Identity & Customer Cloud to improve access security to INL networks. - Work with the Oracle database team to POC Oracle Cloud Infrastructure for future data storage. - Launch the ServiceNow project to migrate key Nuclear Regulatory Commission data management requirements from an inadequate platform. - Implement Salesforce CRM to improve INL communications and sales processes. - Work with INL departments, including Information Management, External Engagement, Business Management, Nuclear Science & Technology, and General Counsel. - Provide stakeholder/business owner communication and expectations management. - Ensure all DOE compliance criteria are identified and met within the scope of projects. - Coordinate the transition from active project to Maintenance & Operations at project completion. - Establish project user acceptance testing plan and criteria with SMEs to ensure successful fulfillment of requirements. - Generate regular status and budget reports, and coordinate project team meetings as needed. - Identify, document, and manage risks to mitigate and resolve identified risks.
DocutechDirector, Digital Transformation
Nov. 2018 - Mar. 2020Idaho Falls, IDDocutech, a leading SaaS company, provides document generation services to over 40% of the mortgage industry, serving clients such as Bank of America, Mr. Cooper, Rocket Mortgage, and Wells Fargo. Digital Transformation
- Partner with executive leadership and stakeholders to develop and implement Docutech’s DX strategy.
- Identify and prioritize over 30 digital transformation opportunities.
- Deliver over $500,000 in annualized savings and business value within 6 months.
- Increase automated loan package processing from 4,000 to 5,800 per day by automating and re-engineering processes, reducing fulfillment center operating costs.
- Develop an ERP/CRM (MS Dynamics) data management strategy, including data cleansing and training end-users on best practices.
- Implement a contract management system (Agiloft), migrating existing contracts and documents from SharePoint and automating business rules to streamline contract execution.
DocutechProject Management Office, Director
Aug. 2016 - Nov. 2018Idaho Falls, ID- Reduce client implementation project durations from an average of 18 months to 8 months, decreasing the cost of client projects and accelerating annual contract revenues.
- Provide organizational leadership, direction, oversight, and governance of end-to-end Project Portfolio Management (PPM) to ensure alignment with the strategic goals and objectives of Docutech.
- Design and audit project management processes, techniques, and methodologies to deliver a broad range of projects, including client-based implementations and software/product development.
- Manage people, processes, and tools across the enterprise, including the allocation of resources and capacity for the delivery of projects and business as usual (BAU) efforts.
- Participate in long-term strategic planning to improve delivery, maximize efficiency (reduce cost and duration), and enhance overall project quality.
- Equip project management team members with tools, techniques, and industry best practices to build high-performing project teams and advance individual career growth opportunities.
- Develop and institute project management methodologies based on PMI-PMBOK.
- Establish Key Performance Indicators (KPI) and Earned Value Management (EVM) for reporting, tracking, and forecasting project performance.
- Report weekly project performance to the organizational management team on project statuses across the organization.
- Oversee and manage the project onboarding process from inception through management approval to initiation.
- Act as Docutech Incident Manager, standardizing incident response and service restoration processes to improve internal/external communication, service restoration timelines, and problem management processes.
Melaleuca:The Wellness CompanySr. IT Project Manager/Project Management Office, Manager
Mar. 2013 - Aug. 2016Idaho Falls, IDMelaleuca is a web-based health and wellness direct marketing company with more than $2 billion in annual revenues and customers worldwide. The IT department supports global operations through custom software development and on prem infrastructure. **Sr. IT Project Manager/Manager, IT Project Management Office** - Align the Project Management Office with PMI - PMBOK best practices, establishing project process groups (Initiation, Planning, Execution, Monitoring & Controlling, and Closing), and standardized change management processes to improve project management quality, efficiency, and reduce delivery durations by 45%.
- Advise the C-level executive committee to establish organizational project priorities and delivery, including recommendations for strategic initiatives aligned with company goals.
- Formalize PMO communication strategies and artifacts, including Weekly Project Status Reports and the Project Management Communication Matrix, to provide comprehensive communication on project statuses, issues, and roadblocks across the organization, manage stakeholder expectations, and activate escalations as needed.
- Mentor and coach project managers and non-PMO project leaders on best practices, techniques, and methodologies to grow individual skillsets and improve project performance.
- Work with functional managers within a matrixed environment to identify the best-fit resources to meet project deliverables.
- Manage enterprise-wide project implementations, including ERP systems, data center migrations, web-based/mobile initiatives, and multi-national projects.
- Lead ERP Upgrade/Implementation.
Bank of AmericaOperations Project Manager
Mar. 2011 - Oct. 2012California• Automated document analysis and review process to reduced document turn time from 3 business days to 2 hours, increasing total throughput by 250%
• Automated Senior Executive reporting, reducing report build time from 3 hours to “on-demand” and improving visibility into departmental process times
• Lead key project stakeholders to identify project requirements and deliverables, using MoSCoW prioritization method to determine requirement priority
• Established standardized project management processes and identified key areas for process improvement, efficiency gains and cost savings
• Provided weekly status updates to project stakeholders and executive level project sponsors
• Lead dispersed project teams, on/off-shore, through highly complex software development projects
RAND CorpFacilities Project Manager
Feb. 2007 - Jun. 2008Santa Monica, CA• Web-Based Facilities Scheduling System
Implementation of a comprehensive resource scheduling application, designed to provide end-users with a single point of contact, improve data collection and analysis, and eliminate duplicate processes. Outcomes: Integration with existing facilities management systems and services, streamlined reservation process, automated employee tasking assignments
University of the PacificDirector, Office of Conference Services
Jan. 2000 - Jan. 2005Stockton, CA• Ad Astra Information Systems –Astra Schedule
A resource and facility application (Oracle) implemented to centralize campus scheduling for academic and non-academic classes, programs and events. Outcomes: Eliminated paper-based scheduling, streamlined scheduling process, integration of ancillary services (media, catering, facilities), created robust facility usage reporting environment.
California State University, San BernardinoOperations Project Manager
Jan. 2000 - Jan. 2005
University of California, RiversideAssistant Director/Project Manager
Mar. 1996 - Apr. 2008Riverside, CA• WebPay.ucr.edu
Web-based non-academic schedule, payment and registration management system for University Extension, to provide online payment options for conferences and events. Outcomes: Provided attendees additional registration method, created additional revenue stream for department, ability to provide detailed registration reports
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