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Work Background
Best BuySr PM Enterprise IT Architecture Consultant - Best Buy
Aug. 2019 - Feb. 2024Ham Lake, MN · Remote• Created a new enterprise IT Architecture model based on cross-functional team alignment, reference/design harvested pattern libraries and support structure. • Built an enterprise IT product including a decision tool to gain alignment among working teams, stakeholders and technical architects while following aligned patterns.
• IT Architecture changes were reduced from 1-3 months with the old 4 separate architecture board approval process down to 1-3 days depending on the complexity.
• Hosted office hours and formal board meetings to actively create options with pros/cons to showcase why a particular solution was chosen.
• Directed, prioritized and executed over 1,500 application assessments enterprise wide with technical architects. • Tracked and followed-up with remediation plans which needed to be moved forward to a more preferred method.
Best BuySr PM Software Development Consultant - Best Buy.com
Jan. 2015 - Aug. 2019Richfield, MN · On-site• Lead / Manage 8 development teams at once in agile ceremonies such as daily stand ups, backlog grooming, pre-planning, planning, retrospectives, project plans etc.
• Program/Project managed moving 10 years of transaction history data to be a replica available for application consumers via REST APIs. Moving from an SQL based database to Cassandra.
• Within 4 years managed our development teams to create well over 40+ microservice applications.
• Communication planning, escalate decisions to cross functional teams and sponsors.
• Responsible for financial roll up of over $12M+ and management of project work.
• Developing and maintaining the project schedule
Walmart eCommerceRetail Services Strategy - Consultant
Apr. 2014 - Oct. 2014San Bruno, CA• Built business cases, financial and operating models that align with Walmart's strategic initiatives. New businesses are projected to achieve $50M in profit in FY16. • Researched industry best practices and built the 3 year road map for the Walmart.com Innovation team. • Designed and executed a business process outsourcing vendor selection RFP which determined strategic partners for Walmart.com.
The Schwan Food CompanySenior Program Manager - Consumer Care
Nov. 2012 - Apr. 2014Bloomington, MN• Managed initiatives to identify and remove consumer barriers in support of the Schwan’s Home Service strategic roadmap. • Improved capturing customer contact information by researching, designing, and implementing mandated FCC changes, modifying auto dialing practices, and ensuring compliance.
• Built the three-year chat/e-mail roadmap for Schwans.com and the call center by researching best practices while gaining alignment with stakeholders. Included Click to Call, chat engagement placement on Schwans.com and canned messaging efficiency changes.
• Supported the customer experience design of the Schwan’s Mobile App. Utilizing best practices from previous experience with Best Buy and Geek Squad’s Mobile Apps.
• Lowered yearly expenses $200K, added capabilities, measuring customer relationship in field service, contact center and holistic Schwan’s experience by integrating new Net Promoter Score (NPS) solution, enabling analytics and insights, leveraging SaaS vendor.
• Increased market reach by designing, developing training and implementing Schwan’s partnership with American Association of Retired Persons (AARP) customer and agent experience at call center.
Best BuySenior Manager - Contact Center Operations
Jul. 2011 - Nov. 2012richfield, mn• Led and managed a team of 37 contact center quality, training, workforce, real time, and project operation team members. Key accomplishments include:
• Managing 22M contacts a year with four vendors in 13 locations (on-shore, near-shore and off-shore) while meeting all SLAs.
• Achieved a 79 Likelihood to Recommend score in 2012; earning highest results ever in Enterprise Customer Care driven by using the Clarabridge analytics for improvements.
• Reduced handle time by one minute for the computing support program; the third largest contact type at Best Buy.
• Developed and performance managed four employees finding different roles that better suited their talents. • Built a knowledge management system (KANA) which supported frontline agent needs for the computing category. Resulting in lower handle times and improved first contact resolution.
• Increased staff transitioning time by creating Quality / Training team handbook, providing on-boarding material for new team members.
• Reduced training hours and saved $300K in 2 months by creating pre / post training and testing method for staff.
• Modified the IVR platform to make the experience easier for customers. Removed 80% of order status volume; saving $2.4M in expense annually.
Best BuyStore systems Capability Manager
Jan. 2010 - Dec. 2011• Built and owned a $30M financial portfolio for retail telecomm and network capabilities.
• Launched VoIP telephony systems at Best Buy Stores enabling cross-channel labor usage with the contact centers. This foundation will lead to $1.8B in projected sales in three years.
• Launched Microsoft Communicator chat capability in all stores enabling real time store-to-store communications over a network compared to using a phone line. • Designed and managed the fiber bandwidth, wireless access point, and IP upgrade changes in 30 ‘Connected Stores.’
• Deployed a returns monitoring system, TRE, with a unique algorithm for learning and driving business case benefits, which ended above plan at 3.3% on a goal of 3%.
• Gathered retail (Field and Corporate) feedback translating business requirements to workable system deployments.
Best BuyServices Strategy Manager
Dec. 2008 - Mar. 2010• Researched, designed, and implemented a remote computer repair model turning a negative $3M cost center business into a profit center resulting in a customer rating of 4.9 stars out of 5. The model is still in operation today.
• Led the strategy and execution for Geek Squad services for the Best Buy new store remodel project; resulting in the Geek Squad being the central hub of the store.
• Developed the Services Home Automation strategy for the Emerging business platform, which included energy generation, in-home automation management, and electric vehicle support.
• Assisted the Best Buy Capital team in developing evaluations on company mergers, partnerships, joint ventures, and acquisitions.
• Investigated, recommended, and closed all Geek Squad Stand Alone stores in 2010 eliminating year over year NOP losses.
Best BuyProject Manager
Oct. 2006 - Dec. 2008• Designed and led the training and command center activities that launched the new Geek Squad Protection warranty program; affecting 150K employees. • Project managed and drove change management activities combining 4K on-site home theater and computing technicians; resulting in a 9% productivity gain and created a leadership structure for Services personnel.
• Project manager and computing repair subject matter expert for designing, building and launching Geek Squad City which is a 165K square foot electronics repair facility. Tasks included creating process flows, diagnostic capabilities, and implemented culture design elements. • Designed, identified vendors, and implemented a workforce metrics system tracking Geek Squad technician locations to improve efficiency.
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