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Work Background
IntuitAssociate Director/ Group Manager Continuous Improvement, Innovation, & Operational Excellence
May. 2019 - Sep. 2024Greater San Diego AreaKey Craft Skills
• STRATEGIST AND INNOVATOR - Drive growth via program management & process improvements, new service offerings and engagements.
• CERTIFIED PROGRAM MANAGER – PMI PMP – Managed Projects of from $250,000 to 3 million dollars for clients GM, Time Warner, Time Warner Cable. Facilitate Changes as PM Office needs grow and change. Develop Process and Procedure improvements.
• GLOBAL INNOVATION Leader – Advisor across the customer journey from pre-sales through align, launch, scale and operationalize phases.
• SAAS, ML, & AI AUTOMATION, INNOVATION AND AUGMENTATION – Implemented numerous AI & Cognitive projects from concept to production, reducing cost, effort and time for customers, partners and employees. RPA, AI Reduced savings ~$2.5M annually. Focus with SaaS for B2B and B2C as well as Enterprise level customers • Created & established CONTINUOUS IMPROVEMENT Center of Excellence, process optimization office under SLT charter. • Develop CONTINUOUS IMPROVEMENT skills, set standards and team strategies– hired all staff, drive scope & effort to identify work needed to get to optimum operational excellence
• Implemented resource and project tracking methodologies, develop process optimizations from identifying gaps, initiate project KPI’s as needed to track improvements, • Support the team, drive process improvements, stay agile and lean to ensure successful implementation. Also, created and managed backlog/effort/benefit priorities list and ensure that projects qualify for minimum guidelines. • Establish project priorities, framework, benefits, ROI, reporting and drive out waste from current projects to be optimized processes for our customer experiences.
AWARDS: Tech Award for Complexity Knowledge share, Finalist ICMI Best Strategic Value to the Organization 2022, 2023
Director and Mentor for LSS Mentees. Drove LSS project standards across the organization. Certified BOLD Work Out Facilitator.
CiscoProcess Optimization Manager
Aug. 2014 - Dec. 2018Research Triangle Park, NC, & RemoteCisco Systems 8/2014 – Present
Winner Connected Recognition Support Case AI Project 2018
Winner 2017 CICOE Best Mentor
Winner 2016 CICOE Best Project Activity 2016
Process Optimization Manager – Drove innovation into the TAC organization by driving projects which reduced effort, improved our customer experience and reduced budget by over $1,000,000 annually.
• Created AI improvement to Case open tool for our TAC org – cost avoidance of $2.5M annually for over 1.8M cases annually
• Created, Implemented and Support Forecast Management Office and IEX tool support. • Drove Customer Service optimization programs for Global TAC Sourced Support organization. • Negotiate Contracts with Service Providers, resulting in reduction of annual fees over $1M annually. • Develop training for Global TAC Sourced Support to ensure World Wide delivery optimization in Global TAC Sourced Support RT Services. • Monitor and Develop Six Sigma program for Org, including training, ROI and Plan of Record projects which can leverage six sigma. Presented Monthly to VP Executives on program performance and ongoing Continuous Improvement Projects • Experience with dashboard design and data visualization tools (Tableau),Critical thinking and ability to drive conclusions based on data findings, Strong written and verbal communication, Team player with positive can-do attitude; energetic and proactive
Software adn skills - Scrum, Agile, JMP, Minitab, Jira, Service Desk for Jira, Waterfall, ITIL
MetLifeSenior Project Manager
Apr. 2014 - Aug. 2014Durham, NCSr Project Manager of Infrastructure responsible for managing the implementation of small to large scale, complex projects, identifying and assembling the resources required in support of the projects. Define and manage the scope of enterprise wide or line of business specific projects with minimum supervision. Conduct project review meetings, documents project status, and support the resolution of open issues. Escalates critical issues to management including a resolution approach and the potential impact to the project. Drive overall project health and budget.
LenovoProgram & Process Improvement Manager, PMP, LSS Black Belt
Jan. 2011 - Apr. 2014RTP, Durham, NCProject Manager for the Professional Services Group, Mature Markets Conduct and manage Lean Six Sigma Black Belt projects for NA Mature Markets. Managed the Asset Recovery Services Program for Lenovo. Worked to implement process improvements in how we work internally, with our Service Providers and developing customer relationships. Worked with the Sales team to increase sales of the ARS service and to improve overall customer satisfaction.
Fidelity InvestmentsProgram Manager, PMP
Sep. 2007 - Jan. 2011Program Manager for Fortune 500 Clients in the Defined Benefits Project Group.
PMP Certified project manager responsible for implementing corporate actions for Fortune 500 companies. Managed cross functional teams to implement projects which met regulatory and client directed goals. Ensured a close working relationship between the OPS and Corporate Actions to improve the results of the projects we implemented. Attained Yellow Belt Certification.
VeritudeProject Manager
Jan. 2007 - Jan. 2008Fidelty Investments, RTP, NC
IT Asset and Help Desk ConsultingCynthia Long Consulting
Apr. 2005 - Aug. 2007Independent Consultant Self Employed I9 contractor for IT consulting. Specializing in assisting local business with computing needs, especially CRM implementation, ITIL best practices, process improvement and asset management
Delivered – Projects on time, on budget for all IT Projects I managed. Experienced Project Manager for large scale software implementations
Sempra GlobalManager, Client Services
May. 2002 - Apr. 2005Managed Global support center for this fortune 200 company. Delivered 7x24 support to our domestic and international employees. Managed a budget of $3 Million . Also responsible for selecting and implementing new technologies for business units. Developed hardware and software standards, and ensured that corporate images were meeting business needs. Insourced the help desk from CSC at a cost savings of $1.2 Million annually. Managed and developed the help desk and desktop support staff (15 staff members). Provided leadership and direction of staff. Managed large projects - Sempra Energy Security and Disaster Recover Programs, Sempra Energy Security Awareness Project , Desktop Security via SUS, Hardware and Desktop Inventory – Altiris, Help desk Insource CSC separation, Client Services Website, Client Training Programs and Sarbanes Oxley. Managed all corporate hardware assets, including inventory, repair, deployment, upgrades improvements and new technoloiges.
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