Amber Petrik Email & Phone Number

Plano, Texas, United States

Ensured the execution and on-time delivery of assigned projects.– Defined the project scope, objectives and stakeholders.– Tracked and monitored defects, bottlenecks, scope creep and risks. – Reported and escalated critical issues to management, as needed.– Worked with cross-functional areas including our software applications development and client operations teams. Created the project plans to outline when the projects could be delivered to the clients based on resources and other projects in the pipeline.– Led an office closure project with 2 months to complete. Exceeded expectation by finishing 2 weeks early. Obtained estimates from office liquidators. Dealt with many roadblocks and challenges.– Coordinated, scheduled and monitored work for up to 12 software developers using QuickBase CRM.– Managed projects utilizing blended approaches of Agile and Waterfall methodologies.– Supported scrum ceremonies (Release Planning, Sprint Planning, Backlog Refinement, Daily Scrum, Sprint Review/Demo, Sprint Retrospective).– Facilitated Daily Stand-up Meetings while utilizing Kanban Cards/Boards to track and assign work.Over the past 2 years, I have partnered with our Predictive Caller Team to support a Lead Generation Platform which includes the following tasks: • Training Sales Agents on how to use the platform• Manage the Technical Support Inbox• Work with our business partners and fund Agents’ accounts with co-op money

Dallas/Fort Worth Area

The Enterprise Change Management (ECM) team was a new group created due to the companies’ merger and acquisitions efforts. The company saw the need to create a team of project managers that would lead the company’s transformations. Promoted to this position based on previous experience with the company.– Assisted in the creation of tools and processes that were needed to work through and prioritize the Top-Tier Projects.– Once a Top-Tier Project was approved using the new ECM Online tool, the project manager would be assigned. – Executed and delivered assigned projects using the appropriate tracking mechanisms and adhering to the standards for reporting.• Assembled cross-functional teams to evaluate business impacts and costs.• Facilitated projects from inception through development and implementation for new software, new products and process changes.• Ensured requirements were documented for the development team.• Created functional workflows and ensured appropriate training and communication were completed.

Dallas/Fort Worth Area

• Responsible for cross-functional requirements gathering, process mapping, producing business requirement documentation and maintenance from assigned client base• Developed user stories and test cases• Conducted pre/post launch QA (Quality Assurance) testing functionality of product/project requirements• Led and communicated hand-off of system requirements to IT• Coordinated with Training Team, Operations Manager(s), and Internet Operations staff to ensure teams had sufficient training, documentation and support pre/post project launch• Attended and represented operations at IT SCRUM meetings • Documented gaps, solutions and process changes

Dallas/Fort Worth Area

As a member of the Internet Operations Team, I managed a team of 4 support employees that had the following responsibilities: • Expert knowledge of Internet Operations and Superpages.com products, systems and standard operating processes and procedures.• Vast knowledge of multiple functions throughout Internet Operations in order to provide technical support, i.e. order fulfillment, website workflow, billing, etc. • Remedy (ticket application): General population trouble tickets for system performance; investigated, verified, escalated or handled tickets.

Dallas/Fort Worth Area

Hired to launch and manage the Communication, Support and Information team.– Created a departmental bulletin template that was used to distribute 300 bulletins.– Managed a team that designed, created and maintained an intranet website that was used as a document repository for bulletins, process documents, job aids, sales policies, forms and training materials.– Launched internal process improvement efforts that included automation of Sales and Credit Approval processes used by more than 3,000 Sales Representatives.

Dallas/Fort Worth Area

A key member of the Fiber Calibration and Performance Assurance Team to support improvements in contact quality by championing the “WOW Factor” customer service vision through call monitoring and calibrations.

Dallas/Fort Worth Area

Responsible for the management of 20 direct reports in the areas of end-to-end order fulfillment, internal/external customer support, billing support and online account management.

Dallas/Fort Worth Area

Professional training specialist with experience successfully analyzing, planning, designing, developing, implementing and evaluating learning programs for diverse corporate audiences.

Dfw Airport

Six years' executive support experience in a high-performing, dynamic environment enabling executive leadership teams to effectively and efficiently execute daily duties by performing administrative tasks, including:– Maintained department budget ($9.7M) and reviewed monthly expenditure reports for discrepancies.– Performed coding and payment of invoices.– Maintained organizational charts.– Acted as Liaison for department of 30+ people on a daily basis for issues such as payroll, benefits, tuition, current events, new hires and many other miscellaneous issues. – Progressively tracked and followed-up on deliverables with specific due dates. – Handled sensitive/confidential information discreetly.– Scheduled and coordinated meetings and extensive travel arrangements.– Managed multiple tasks under pressure, with time constraints and with minimal supervision. – Composed routine correspondence and presentations.