Clarissa L. Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

• Led end-to-end demand management processes for intakes of technology feature requests and upgrades and service research using JIRA, to ensure alignment with portfolio governance and strategy.• Defined and implemented IT Project Governance policies, enabling fact-based investment decisions and improving portfolio management while managing stakeholders’ expectations and cross-functional teams’ initiatives. • Facilitated meetings involving program and portfolio review with Technology Directors and Program managers, driving accountability, transparency, and discussions through PowerPoint presentations and weekly meetings. • Evaluated and managed portfolio risks, applying Project and Program Management expertise to resolve complex challenges.• Initiated change management in auditing, integrating new JIRA Standards for multiple project teams.• Facilitating the onboarding process of new resources with managers, Agencies, and department coordinators via Outlook and ServiceNow.

Vancouver, British Columbia, Canada

• Coordinated the execution phase in developing global carrier integrations for quality control by leading kick-off meetings and standups, escalating risks, tracking documentation, and prioritizing the developer’s tickets and backlog. • Assigned and monitored Jira tickets that have secured the company’s revenue, service operations, product improvements, and active marketing campaigns.• Managed stakeholder expectations for internal teams and cross-functional departments through consistent and clear communication of project progress updates, risks, and timelines.• Collaborated with senior and intermediate developers in migrations from monolith services to new microservices, Python service and database upgrades, and optimization in operations. • Collected lessons learned by leading retrospective meetings and initiating feedback calls to improve processes and update technical documentation on Confluence.

• Managed the recruiting process for SMEs by creating Indeed job postings, scheduling interviews, and onboarding new SMEs.• Collaborated and communicated with external stakeholders to control and monitor project scope and schedule while consistently concentrating on timely value delivery.• Leveraged growth mindset and adaptability to improve operations and project progress in an ambiguous virtual environment by gathering feedback after iterations and documenting areas of improvement in a start-up environment.• Lead projects bringing in +$2800 revenue and a group of +8 SMEs from initiation to closing phase to ensure project success.• Cultivated team culture and team empowerment by ensuring that SMEs are positively engaging in the project, contributing meaningfully, and providing necessary support.• Led and consulted on areas requiring expertise and skills gained from previous projects in content development, alternative text, curriculum development and instructional designs for educational subject areas.

Burnaby, British Columbia, Canada

• Managed customer accounts by organizing and maintaining records and documents of account information.• Facilitated +60 calls/day resulting in a call service level of 93% and increased satisfaction in customers’ experiences through feedback and recommendations.• Collaborated with necessary departments to address and resolve customers' inquiries and concerns to devise a list of solutions resulting in customer retention and an increase in revenue for the company.• Promoted seasonal promotions to customers entailing furnace service plans, credit plans, and customer retention programs to meet weekly sales initiatives.• Utilized Infosys, Kubra, ServiceNow and Microsoft Suite products to process payments, and analyze and authorize customer requests.

• Communicated with customers by facilitating +40 calls/day, resulting in an increase in inbound Service and Parts appointments from evaluation of necessary vehicle service services.• Maintained quality control containing information for +100 employees and customers through implementing a new filing system, documentation, annual audits and data entry on CDK Global Program and Microsoft Excel.• Coordinated with Sales and Parts departments to organize a Shuttle service schedule to serve +60 daily customers.• Trained new receptionists with CDK Global Program and created training documents.• Processed and invoiced payments with the Clover POS system to compose a daily audit report for the accounting department.

Kia Vancouver

• Welcomed and determined the needs of +50 guests daily to connect them with the correct department.• Communicated with customers by facilitating +30 calls/day, resulting in increased inbound Service appointments from evaluating necessary services for their vehicles.• Maintained quality control through filing and documentation on CDK Global Program and Microsoft Excel.

• Greeted and determined the needs of +100 customers daily and updated them on weekly product sales• Provided personalized recommendations to 100 customers/day leading to an increase of a minimum daily $150 in sales• Operated POS system for +6 hours a day to perform POS and merchandising tasks, such as auditing shipment, processing payments, replenishment, price markdowns and adjustments, and fitting room upkeep• Collaborated with 7 team members achieving a 95% customer satisfaction rate• Organized and maintained the store’s visual appearance to company standards by product presentation, replenishment, housekeeping, and visual displays

Associate'S Degree, Project Management

Completed a project management program, acquiring expertise in project management knowledge areas, methodologies like Waterfall and Agile.

Certificate, Project Management

Cultivated project management skills through self-taught study of principles, methodologies (e.g., Waterfall, Agile, and Scrum).

Bachelor'S Degree, English Literature And Sociology Minor