Ann Knuth Email and Phone Number

Responsibility includes managing client relationship and project delivery for large customer

Currently working for RR Donnelley in numerous roles Product Analyst and Program ManagerSaggezza Assignments - Customer Success Management - RRD Project Leads Client Assignments- 2015 - current - Program Manager, Business Analyst, QA lead for Data Transformation/Sales Transformation Project - 2014 - Product Owner/Analyst for Vertical Communication Markets - 2012-2013 - Program Manager and ScrumMaster for Vertical Communication Markets - 2011-2012 - Program/Project Manager, Business Analyst, QA lead for the implementation of an Enterprise Service Layer - 2009-2011 - Project Manager, Business Analyst, QA lead for internal legacy applications within RRD

Onshore Operations Team Lead, Order Management Center - Managed onshore and offshore resources to facilitate the BPO model of a large Communications company to process offline order issues and inbound customer calls.- Worked as the liaison for client vendor managers to the offshore team to implement client standards, methodologies, new or improved processes, and strategic initiatives - Managed onshore and offshore team members productivity, performance, and issue resolution- Communicated status and results of offshore efforts to client and received client feedback, negative or positive, on progress.

Online Portal Implementation and Enhancements, Project Manager- Managed online portal initiatives from inception to implementation for a Tier 1 Company's IP-based products and services. The functionality deployed allowed 20% of customer base (~1 million) to order new services, modify existing services, view and pay bills, manage account information, and troubleshoot via the web channel. - Responsible for estimating, forecasting, planning, process modeling, issue / risk management, meeting facilitation, variance analysis, and reporting for Online portal releases with an average cost of $3.5 million. - Collaborated with the Business, Content Managers, Information Architects, and Human Factors teams to ensure the customer facing portal had the best possible user experience and a positive SUS score through management of content requirements documents, wireframes, and resolution of issues from the usability testing.- Planned and managed post-deployment launch efforts between IT and business for online functionality to allow the ability to change customer services online and through the TV. - Fostered strong relationships with sponsors, stakeholders, vendors, differing IT functional teams, and management to create a collaborative environment for quick issue resolution. Managed strained relationships between client (IT and business) and offshore vendor. - Added structure to post-deployment defect releases by introducing new processes for defect slotting and change management, and assisted with strategic plan for production defect delivery.

Project Manager & BA, Conversion of Customer Organizations and Assignments - Analyzed present mode of operation for approximately 190 legacy applications containing customer specific information to determine eligibility for retirement or migration to an Enterprise wide source of data. - For all 190 legacy applications, managed a team of 4 people to analyze application platforms and data models. Compiled analysis findings into a comprehensive document to use as input into migration solution. - Created conceptual designs based on approved business and technical requirements to help define the least risky solution for the migration to Enterprise data model for downstream legacy applications.- Communicated IT strategic direction and migration plans to key stakeholders and acted as a SME to assist with business transformation planning for new Enterprise model.Managed project plans and issue resolution for 3 initiatives across 6 teams required to achieve the business transformation to an Enterprise data model.

GPS System Implementation - Served as a functional team leader for the design, implementation, and enhancements of a large-scale implementation of a Global Positioning System (GPS) for client's field team using Mobile Data devices. - Participated in the requirement gathering with GPS SMEs and vendor to determine detailed mapping requirements to allow for accurate plotting of GPS information.- Led client team consisting of field supervisors and technicians in successful UAT testing of GPS enhancements using new hardware installed in company vehicles.Work Management Enhancements - Introduced process improvements and Work Management tool enhancements to efficiently distribute work and accurately report team productivity. - Automated client reports and enhanced work management tool to determine statistics on overall daily activities, analysis of workflow trends, identification of user delays, and alignment of resource assignments to enable Work Management team to meet daily/weekly goals. - Analyzed configuration of Automatic Work Dispatching System provided by Mobile Vendor; Customized client configurations to allow for use of the automated processes to reduce, on average, thirty minutes of work in client's 8 hour day.

Mobile Data Implementation - Organized and led multiple design and testing efforts for a $4M - Mobile Data implementation to automate service order dispatching for client's field force. - Designed specifications for implementation of the Mobile Data solution while ensuring the development team completed responsibilities on time. - Led teams of client and Accenture personnel in successful system testing of Mobile data system within required timeframe by resolving issues. Transitioned new functionality to the client through tutorial sessions, job aids, and email.Customer Information Management System Enhancements - Provided expertise and support for differing client initiatives requiring analysis and process re-engineering. - Collaborated with client teams to develop a two-month deployment schedule for 18 interdependent components, enabling a seamless implementation of a $3M call center roll out. - Redesigned the daily processes of client group by analyzing the existing functionality and methods; eliminated 40 hours of group tasks per week.- Assisted in the development, and testing, alongside the client team, of the middleware application, MQ Series, that interfaced with the Customer Information System and a third party vendor. - Mentored and trained eight entry-level analysts, and within one month all achieved expected goals on time and within budget saving an excess of $200,000 of a multi-million dollar project.