Cherise A Deaton, Pmp, Csm, Safe 4 Sdp And Sa Email & Phone Number

Texas, United States

Plano, Texas, United States

Promoted to Lead Program Manager in the CAO division. Job includes engaging in the planning, execution, and delivery of programs and projects intended to accomplish business goals and objectives within prescribed timeframes and budgets. Develop an advanced understanding of how project activities contribute to the achievement of strategic business goals and operational objectives. Additionally, collaborates with key stakeholders and project/program teams to ensure objectives are met.

Plano, Texas

In December of 2019, Cherise was asked to take additional responsibilities for the Annuities Third party Distribution Annuity Program. She is performing several key roles: Program Financial Oversight, Project Manager for Fidelity, and performing leadership activities involving potential future distributors, annuity products, working with external strategic partners and collaborating with program leaders. She also was Scrum Master for the IT D&A team in Plano.Cherise joined USAA in February 2017 as an IT Senior Project Manager and Senior Scrum Master for Finance Advice and Services Group (FASG) IT Data and Analytics team. She was assigned one team and asked to help facilitate bringing them into working with Full Agile Methodology, from Waterfall. The team grew over time into two Scrum Teams, supporting the multiple Member and Employee experiences within the Finance Advice and Services Group.In addition to working with the D&A team to establish proper standards for Data Warehousing, she helped to further facilitate the company goal of being 100% Agile with all development efforts. Since joining USAA, Cherise has also become certified in several areas of SAFe Agile. Cherise is a servant leader and champions the agile mindset and framework through effective guidance, coaching, and education, and through removal of impediments to team progress.

Plano, Texas

Cherise joined USAA as an IT Senior Project Manager and Scrum Master for the Financial Advice and Solutions Group, BI (FASG BI) Data and Analytics team. In addition to working with the D&A team to establish proper standards for Data Warehousing, she is helping to further facilitate the company goal of being 100% Agile with all development efforts. While in this position, Cherise facilitated her team become SAFe certified. They accomplished creating 1000+ new assets, 50+ new reports providing 150+ metrics for the business partners to use for decisions. She also achieved SAFe Certifications in DevOps and SAFe Agilist. Cherise is a servant leader and champions the agile/SAFe mindset and framework through effective guidance, coaching, and education, and through removal of impediments to team progress. This role is focused on building a high performing team fixated on ever-improving team dynamics and performance, while holding true to the USAA standard to serve all military members and their families through Insurance, Banking, Investment and Retirement services.

Dallas/Fort Worth Area

Consulted for client, Fortune 500 Company AT&T, on several multiple-year Product Offering Programs, performing the role of Lead Project Manager, where projects included work with www.att.com/business, DIRECTV, VoLTE, and new product offerings. The Programs included budgets from ~$2M-$10M, crossed all lines of business and had multiple touch points for Customer Experience impacts. Strategic thinking, process improvement, and influential communication skills within the highly matrixed organizations, were key attributes necessary to succeed with each effort. Projects involved up to 20+ software applications, and multiple deployment dates all focused on delivering the final product offering to the customer within the specified Timeline and Budget allocated, while remaining SOX compliant. The projects involved multiple cross-functional teams (onshore and offshore), and combined development from both Traditional Waterfall and Agile methodologies. Previously worked on a multiple year eBusiness web transformation program as an Agile project/program manager for AT&T. Consulted as a Senior Agile Project Manager responsible for an Agile team of Website Developers, QA, UX designer, and analytics professionals. Ensured delivery team remained on schedule to provide functionally tested software on time. Functioned as Scrum Master adhering to Agile values, principles and practices such as backlog refinement, sprint planning, daily scrum leadership, sprint review and retrospective meeting leadership. Established an open-door mindset with all teams, to encourage collaboration and knowledge transfer opportunities for additional learning. Maintained real-time communication with IT management regarding the progress of projects, while acting as a liaison by coordinating review and collaboration sessions across multiple teams and departments. The projects involved multiple cross-functional teams, and combined development from both Traditional Waterfall and Agile methodologies.

Addison, Texas

Senior Consultant for a professional services firm specializing in Software Quality Assurance, Business Process Alignment and Strategic Sourcing Solutions. Consulted as a Scrum Master and Senior Project/Program Manager for the Consumer Digital Experience Team, working on eCommerce application development for online solutions in support of the major Fortune 500 Company, AT&T.Brought on board to lead multiple AT&T eCommerce projects impacting numerous systems, focused primarily on website and desktop applications. Using creative reasoning, employing active listening and approaching each project as an opportunity for process improvement allowed the teams to flourish and complete on time and under budget. Excelled as Project Manager and promoted within 9 months to Program Manager, working with diverse teams, managing a Program budget ~$4.5M. As a Scrum Master, trained the Development Waterfall Team on Agile principles prior to the company formally changing the team to an Agile structure, which allowed us to successfully deploy 5 high-priority projects within 6 months, all in support of www.att.com. The projects involved multiple cross-functional teams (onshore and offshore), and combined development from both Traditional Waterfall and Agile methodologies.

Dallas/Fort Worth Area

Open and operated small business, consulting and managing small to medium size projects on a Per Diem basis. Responsible for all aspect of business including purchasing, sales, customer service, advertising, research, state and county communication, financial reporting and strategic forecasting. Professional Accomplishments:-Achieved PMP certification, 2008. -Achieved Professional Development Units required maintaining certification.-Active Dallas Chapter PMI Member and Volunteer.-Recipient Distinguished Service Award, PMI Dallas Chapter, 2011

Brought on board to manage multiple AT&T Mobility software development projects, which impacted numerous systems focused primarily on all Customer Care, Point of Sale, and Billing applications (Ordering, Rating, Billing, Accounts Payable and Collections). Led multiple simultaneous projects, with some having different release dates. Successfully created Business Requirements upon meeting with Business Clients, written with the intended audience being IT Developers. Created and led cross-functional project teams. Initiated review and ultimately sign off of High-Level Design Proposals. Ensured <3% performance error by judiciously leading project teams throughout design phase, implementing risk management protocols. Approved projects to be delivered for testing to the non- production environment, as well as deployment of projects to the production environment via the release schedule. -Excelled at presenting complex information to executive-level stakeholders in order to gain executive approval of project parameters (e.g. VP and CIO). -Completed several high-priority/high-visibility software development projects including “Family Talk with Rollover”® & Billing Conversion/Migration with ‘Cingular Wireless’ buy-out of ‘AT&T Wireless’. Required in depth understand of billing system impacts, process flows, data flows, etc to effectively manage the migration effort.-Excelled as Program Manager working with diverse teams including 150+ stakeholders, impacting 40+ systems and aggressive 6-9 month delivery schedule.-Reduced project cost overhead by 27% by controlling scope creep through the development of detailed business requirements, scope, and high-level designs.-Directed the development of cross-functional project teams across 4 time zones, to meet aggressive project time-lines and budgets. -Led project teams to complete projects working independently of supervision.

Profitably directed multiple time-sensitive projects averaging $10B yearly related to Remittance Operations involving: creation, issuance, production and payments of Long Distance, Landline, Yellow Pages and Wireless bills. Effectively coordinated daily with vendors, bank representatives, couriers, postal representatives, as well as affiliate customers to complete product rating, journal processing, customer payment processing and fraud investigation.-Successfully completed daily deposits averaging $20-35M daily, processing 7-8M payments a month.-Judiciously directed 11 different clients, using state-of-the-art imaging, and e-deposit within a 24/7 environment.-Directed the development of a clerical workforce of 85-90, resulting in a 28% increase in work efficiency through setting standards, reviewing results, and providing timely feedback.-Reduced Labor Issues by 13% by correctly interpreting Labor Agreements to provide training on new/enhanced work functions, issuing work assignments, prioritizing workloads, and scheduling employees. -Judiciously monitored employees to ensure compliance with company policies such as Code of Business Conduct, EEO/AAP, and safety.

Promoted and successfully accomplished Force Management operations for specialty departments for entire Wireless Call Center, including completing scheduling approximately 120 Sales Consultants for 3 Markets within 7 departments. Directed the development of clerical project team completing tasks for specialty departments, as well as worked multiple projects simultaneously.-Enacted advancements in Call Center Force Management Operations for specialty departments within the Wireless Call Center through successfully learning multiple systems necessary for successful implementation.-Was asked and performed dual responsibilities as Collections Manager and Special Project Supervisor. Judiciously led a staff of 8 Revenue Management Representatives responsible for inbound/outbound collection activities. Successfully resolved customer escalations, reducing negative customer feedback by 22%. -Excelled as intermediator reducing collection issues by 31% between Remittance Center in TX, and Call Center in AR.-Initiated and led employee orientation and training on all systems and reporting venues for all new employees; including writing Job Aid Binders for systems and training information. -Professionally represented the Arkansas Market through volunteering to serve as Subpoena point of contact, providing documentation and occasional travel for court testimony.-Effectively served as System Administrator for Perimeter Automatic Call Dialer and TCS Scheduling systems.

Successfully completed multiple small projects, some simultaneously, regarding day-to-day Force Management Operations for Wireless Call Center. Efficiently created forecasts used in producing weekly employee work schedules, ensuring high levels of customer accessibility and employee adherence. Effectively coordinated with Multiple Department Managers to successfully accomplish their objectives and ensure on-time deliverables. Assisted with the launch of the Call Center by creating training manuals, ordering furniture and supplies, and establishing and maintaining vendor relationships.-Effectively increased call availability by 73% through trouble shooting and creating ad hoc reports that measure force management effectiveness and employee performance.-Improved customer call time by 34% through adjusting employee work assignments to meet inbound call demands on an ongoing real-time basis. -Reduced Labor Issues by 21% by correctly interpreting Labor Agreement to provide training on new/enhanced work functions, issuing work assignments, prioritizing workloads, and scheduling employees.-Quickly learned and became System Support for Automatic Call Dialer and TCS Scheduling software, as well as being point of contact with OCS on all Trouble Tickets and Service Orders for Arkansas Corporate Call Center.

Bachelor Of Business Administration, Business Management

Safe 4 Certified Agilist, Safe

SAFe 4.0 Certified Agilist

Certificate, Telecommunications Management

Pmp, Project Management Professional

Cpm, Certified Project Management

Csm, Certified Scrum Master - Agile