Optimized the team’s productivity by prioritizing items based on business value and urgency, while defining clear acceptance criteria using Gherkin syntax and collaborating with other teams to align work involving complex requirements➥ Delivered high-impact features critical to key business initiatives. ➥ Facilitated strong cross-functional collaboration by effectively communicating with both internal and external stakeholders. ➥ Consistently delivered promised work despite frequently shifting priorities and timelines.

Working on behalf of Blue Yonder, I served as a bridge between business stakeholders and internal developers, increasing communication and sustainability en route to key business process improvements for a heavily customized Salesforce implementation. I increased the speed of delivery by knocking down walls in the development process, fostering a same-team mentality and a better understanding of the goals and objectives of multiple stakeholder groups. ➥ Mapped the associate contract journey to provide needed clarity around business needs and priorities. ➥ Performed a deep dive with Sales, Presales, Deal Desk, Legal, and Renewals identifying opportunities to support needs and optimize deal velocity. ➥ Developed a strategy and roadmap for correcting shortsightedness in automation with the right balance of product structure and flexibility to improve sustainability and reduce long-term support costs. ➥ Brought a new level of transparency to bear, building trust with open communication, consistent documentation, and accessible meetings.

Working on behalf of a $2.7B trade show and event planning enterprise, I provided tactical and strategic insights for technical designs and product features. I prioritized the seamless integration of enhancements serving the user as well as long-range design goals.➥ Led a team of onshore & offshore contract resources during the application development lifecycle — from initial user story creation through release with a focus on strategic technical design.➥ Worked with Product Manager and Product Owner, contributing to product vision by identifying opportunities to improve the user experience. Developed technical product designs that balanced long-term vision with immediate needs.➥ Served as liaison between IT and a key contractor concerning company policies, business processes, and technology.➥ Worked collaboratively, hearing and heeding business needs and communicating business process vision to build consensus for new product features.

In a series of evolving roles streamlining processes & supporting technology, I executed beyond expectations providing service excellence to employees, high-engagement clients, and transactional customers. I leveraged my front-line Freeman field experience to serve as a subject matter expert, providing direction to developers and application product owners.➥ Served as technical lead on a team of analysts and developers, providing functional analysis and guidance for enhancements and root cause analysis of defects.➥ Steered end-to-end application-level problem management including root cause analysis, determining user and financial impact as well as final resolution. Instituted a key weekly support review between IT and the business.➥ Reduced the negative impact on users by proactively identifying technical issues as they occurred shifting the burden of identifying issues from the end-users to IT.➥ Created a strategy for fixing production issues that decreased time to resolution, introduced reusability, and provided self-documentation and sustainability.➥ Served as a liaison between IT and the business during major incidents and high-profile production issues.➥ Developed and managed communication for releases, major incidents, and production issues.

In this role I served as a single point of contact for customers before, during, and after an event for questions related to Freeman products & services and billing, payment, and general event inquiries. I bolstered employee productivity – and therefore customer satisfaction – with the creation of an innovative dashboard that centralized access to information stored in disparate network locations & databases.

Here at WDW, I was entrusted with pivotal roles that developed my customer-centric mindset and a drive to optimize the potential of every situation. Bringing expertise in a mission-critical application, I was able to propose enhancements and participate in system design.➥ Created an enhancement that expanded reservation search capabilities significantly improving back-of-house employee productivity and that provided one-click access to secondary screens related to internal processes further improving employee efficiency.➥ Served as Business Systems Coordinator for the Y2K Business Continuity and Readiness project, testing spreadsheets and user-created Microsoft Access databases across resort hotels to determine compliance with established IT standards for date calculations. Developed and documented contingency plans for critical business processes.➥ As a Quality Assurance Analyst for a Destination Disney project, represented resort management on the IT project team, communicating business unit philosophies during the decision-making process to ensure potential concerns were identified and addressed. Evaluated proposed system enhancements, crafted appropriate test requirements and test cases, and developed a strategic approach to creating automated test scripts that minimized maintenance and development time.➥ Served as the first point of contact for front desk employees dealing with guest concerns such as theme park and hotel experience concerns, account errors, and incorrectly booked reservations. Collaborated across departments to address and resolve issues.➥ Partnered with IT in developing system enhancements to the AS/400-based property management system that improved user interfaces and automated business processes.