Amanda Morrison Email & Phone Number

Seattle, Washington, United States

Building and leading a team of 8 healthcare and engagement managers responsible for implementation Patient Experience programs for Qualtrics Healthcare clients.

Greater Seattle Area

Owned the implementation portfolio for Qualtrics Healthcare clients representing more than $20MM in annual contract revenue and accountable for $5M in budget.

Seattle, Washington, United States

Designing and implementing state of the art Customer Experience programs for fortune 500 companies and US government agencies.

Seattle, Washington, United States

London, England, United Kingdom

Seattle, Washington, United States

Seattle, Wa

Acting as Product Owner for the Number Inventory Management System, I am working with an amazing group of engineers, analysts and business stakeholders to build a rock-solid call routing engine and inventory management system that spans multiple product teams. Working with various product managers, my product’s roadmap supports the vision of several products. - Call routing. We provide SIP call routing for Marchex Call Analytics and the Marchex Digital Call Marketplace delivering more than 20M calls per month. - Number inventory management. Managing the allocation of upwards of one million call tracking numbers to ensure they meet rigorous quality metrics before being assigned to call platforms. - Vendors and external partners. Ensure successful interoperability between telecom partners and direct VOIP partners such as Skype.Filling the role of Product Owner and Scrum Master for our Call Quality engineering team tasked with solving call quality. A typical call tracking number gets about one misdial every forty-days or so. It might be fine if you have one or two telephone numbers tracking your calls, but what if you have millions? I’m working with a small, nimble team of developers, product managers and analysts to solve problems such as this. - Collaborating with product management, business stakeholders, analysts and engineering to quickly land on a product roadmap and initial backlog within two weeks of the project inception.- Ensure working agreements between team members and those interacting with the engineering team are maintained.

Seattle, Wa

Regardless of the products and initiatives I have worked on, I have found success by developing solid, professional relationships with engineering, business and executives grounded in respect. I have proven myself to be a technically astute program manager who understands her users, customers and business partners.-- Completed major database upgrades on two technology platforms on a sustained engineering track by motivating the small, newly formed team to tackle it head on protecting 20% of the company's revenue stream.-- Delivered a workflow to address an emerging opportunity to serve aggregators of small and medium business advertisers that is currently used to support 50% of our revenue on our first-generation Digital Call Marketplace platform.-- Planned and executed a complex migration to our call routing and number inventory manager platform across multiple lines of business, spanning multiple functional groups and external telecom providers.

Seattle, Wa

My shift to systems analyst was a natural extension of my previous analyst role. I designed and built reporting solutions that met the needs of the business for tracking KPI and performance for accounts and vendors by gathering data from disparate databases and application log files. I worked closely with engineering to identify and fix application bugs as well as to define requirements for new functionality including the implementation of several new traffic quality rules.

Seattle, Wa

I rapidly acquired SQL and Perl skills in order to facilitate application problem resolution for the business by conducting thorough investigations (combing through log files, writing complex sql queries and deciphering application code) and delivering findings to the engineering team. I reduced total number of issues escalated to the product engineering team by 25% within 3 months of joining the team as I was able to resolve many of the issues and provided business users with training on how to use the system. In addition to problem resolution, I was also responsible for conducting traffic quality analysis at both account and network wide levels offering recommendations on credits, optimization and blocking of specific data sources.

Seattle, Wa

Expeditors International is a global logistics company with more than 180 locations worldwide. As lead of their Data Center Operations department, I was accountable for ensuring 24x7 service level monitoring and tier-one support for all production services, hardware and websites. I evaluated the daily tasks and performance of my operators against established guidelines, implemented new policies to improve operator efficiency and developed an on-boarding material to reduce the time it took to train new operators by half. I also learned that there are few places better suited for pondering what to do with your career than a data center at 3 o'clock in the morning on a Sunday.

Seattle, Wa

Provide monitoring and tier one support for all enterprise applications, 15 company websites, and over 600 production servers distributed across 180 locations worldwide. Perform and monitor daily and weekly backups of 150 servers at Corporate Headquarters, track 200 plus magnetic tapes created daily, provide employee training and facilitate all after-hours IT support for Data Center customers.

Seattle, Wa

Provide service monitoring and tier one support for enterprise applications, company websites, and production servers as sole Operator on duty for the Merrill Lynch - Howard Johnson, a wholly owned subsidiary of Merrill Lynch providing retirement services. Performed daily tape backups on HP3000 mainframes and Windows servers. Facilitate after-hours IT support for customers of Computer Operations.