Deb Maclean Email & Phone Number

Geneseo, Ny

This may be the best job ever. No corporate ladder or BS. Just people wanting to help other people. I witness and participate in random acts of kindness almost every day. The community is kind and generous and the people we help are appreciative. Doesn't get much better than that.

Here, There And Everywhere

spend more time with family, volunteer, exercise, train for a triathlon, ride like the wind, long walks with the dog, see the country, travel

Fairport, Ny

The Service Delivery – Customer Experience team supports Business as Usual (BAU) initiatives by working with Product Owners to understand problems and enhancement requirements and communicate them to the development team in the form of user stories and acceptance criteria in conformance with the Agile methodology. ● Helped drive efforts to redesign the website working with the web development, UI & UX, QA and Communication teams and Product owners. Used analytics and other metrics to inform site navigation. ● Led User Acceptance testing of the new website by coordinating a cross functional team of Operational Partners and Stakeholders and capturing, triaging and monitoring all UAT bugs.● Provided detailed requirements for Plan availability, eligibility and cost in accordance with state and federal guidelines. ● Interviewed Nurses and Care Managers to understand the assessment process prior to documenting the requirements to use salesfore.com to capture the assessment info to upload to the Care Management system.● Provided BAU and salesforce.com support for the website, Member and Provider Portal, Retention and Managed Long-Term Care.

Radnor, Pa

I led a global team supporting internal and external customers via email, phone, and Click to Chat for 30+ websites and hundreds of B2B Integrations in North America, Europe, and Asia Pacific. I also managed communication with global stakeholders and was the voice of the business with respect to defect and enhancement priority and requirements .- I managed a project to replace Oracle Live Help OnDemand with salesforce.com Live Agent, as Click to Chat solution to enhance customer support, deploying on 7 North American and 16 European websites. I created a training program and presented the trainingto all chat agents and supervisors, preparing them for the new chat tool.- I coordinated and led cross-functional, global teams to perform User Acceptance Testing (UAT) of major system enhancements and platform upgrades, realizing noticeably fewer post-production issues.- I designed training for a new web admin feature used by Customer Care team in North America and delivered the training to Trainers and Super Users who then took the materials and trained all Customer Care agents.- I improved 1st contact resolution by 25%, utilizing metrics to identify process improvements and training opportunities.- Reduced open defects by 50% through focused defect triage, management, and collaboration with QA and development teams.

Radnor, Pa

This was a multifaceted role designed to provide eBusiness support, documentation, and training to the global business and development teams.- I developed and delivered a variety of training programs and materials for global web support and business teams enhancing their knowledge, understanding and ability to navigate and administer global web functionality.- I performed in-depth analysis of Social Media within Laboratory and Research Supply distribution industry, recommending a strategy to senior leadership that was dependent upon a commitment to provide the resources necessary for proper implementation. - I created and maintained eBusiness team corner, knowledge base, communities, and web release notes on Intranet powered by Liferay, enabling global visibility and collaboration of eBusiness accomplishments and activities.- I continued to provide support and training for Science Education websites by collaborating with Web Support and Development, championing defect and enhancement prioritization and resolution.

I led the eCommerce team to support the Science Education websites in North America, including SEO and SEM, email marketing, and shopping channel programs.- I served as the key business stakeholder, analyst, trainer, and testing and implementation coordinator for the migration of Science Education websites to the corporate ATG Global Web and SAP platform. - I oversaw and coordinated a project to redesign and rebrand the SciEd websites, and merge content and data from 8 hosted websites to 4 ATG websites using RedDot for content management.- I managed the Digital Portal project from inception through implementation and provided post-production training and support, which enabled SciEd to offer digital and downloadable products.

I spearheaded multiple IS projects for the Science Education division. I built cross-functional teams, including business stakeholders from eCommerce, Finance, Sales, Marketing, Customer Service, Purchasing, Inventory Control and Product Development, Application Development, and QA, in addition to 3rd party vendors providing software solutions, professional services, and hosting.- I led a project to migrate 2 SciEd B2C websites on disparate platforms to a consolidated Magento platform, providing centralized administration and maintenance, and reducing overall cost of ownership.- I managed several salesforce.com projects, including customization, roll-out and training, ongoing support, and administration, engaging the sales team and enabling them to view and manage their accounts, contacts, order history, and sales metrics.- I directed the new warehouse management system (QSS) training and implementation support, delivering a consistent training experience and defect reporting process for business. - I oversaw the testing and implementation support for AS / 400 Infrastructure Upgrade.

I managed projects and resources to support development, testing, and delivery of Photo Image Control and Management System (MS) software used in retail photo labs worldwide.- I led MS Software releases, from project initiation to project closeout, engaging all project stakeholders, including business, development, Systems Integration, Tech Writing, and QA teams.Implemented process improvements in areas of requirements definition, system design, change management and control, code review, and unit testing.- I participated in a CMMI initiative, as member of OPF / OPD SIG.

As a Project Management Office (PMO) Project Manager, I led IT projects and matrixed teams that included Business Partners, System Engineers, DBAs, Business Analysts, Mainframe and Java Developers, and Quality Assurance Engineers.- I managed a Commercial Lines Platform Replacement project, delivering all IT components, including infrastructure, development of interfaces and web services, QA, training, and deployment. - I oversaw an OnDemand Credit Card payment project, offering web and IVR payment options with real time account lookup and payment remittance.

Kene, Nh

I led a team of Business and Programmer Analysts to support the Billing and Assigned Risk systems.

Masters, Education

B.S, Management Advisory Services