Led the Mainframe Database team responsible for the Funding and Reconciliation policies and processes for Marriott Bonvoy Reward Points within the Loyalty Release Train. Accountable for PI Planning activities, dependency and risk management resolution or escalation, release management/ change request coordination and execution. This is in addition to developing the team’s maturity in their Agile Practice and continuous delivery improvements as we move forward with our efforts to migrate from On-Prem to Cloud.Functionality and Enhancement Team ReleasesEnhanced Loyalty Reimbursement platform (Mainframe) to support new policies and financial reporting across all Reward Point categories. Established framework to reimburse premium rates for Outlier events Created Bulk Redeem (batch) processes to support new policies for Suite Night Rewards Enhancements to IMS Screens to support above changesAutomated Regression Testing to support new policiesLoyalty Release Train contributionsEnhanced Train level Risk identification and tracking process by introducing a Risk Priority Number assessment process within JIRAConducted an Agile Maturity AssessmentEstablished and ran a Book Club for Busy People for the Scrum Master CoPImplemented and ran a repeatable process via SharePoint to organize Book Club Activities and artifactsCurated 10 appropriate titles to enhance the performance and grow the knowledge base of Scrum Masters

During my tenure I supported two teams responsible for the Inbound Payments customer experience where we delivered over 30 features (both back end and front end) in the past two years. I not only improved my teams’ efficiency in delivery and predictability during that time, but I also introduced them to new in house tools that greatly reduced the number of vulnerabilities. Resulting in a reduction of the teams overall operational overhead and provided a secure experience for our customers. Commit Reliability Improvements Team 1 improved from below 60% to 87-100% Team 2 improved from below 37% to 82-100%Additionally, I built the Summer Intern Program for the past two years and supported 2 intern teams in their agility journey and delivery of working software within a 10 week increment. Intern Team 1 built an automated software testing suite Intern Team 2 built a tool that assists in updating dependenciesAs an SPC and Rooftop Leadership Coach I developed and led over 15 SAFe and Rooftop Leadership classes that impacted over 1000 associates. The classes I developed and led resulted in a cost savings to the company of over $90k. 4 SAFe Scrum Master classes 1 SAFe Release Train Engineer class 1 SAFe Product Owner Product Manager class 12 Rooftop Leadership ClassesNavigating Trust – A course that teaches attendees the skills to read a room and the tools and techniques to build strong cultures via restoring building and maintaining trustOwn Your Story/ Own Your Life – A course that teaches narrative competence via the integration of storytelling, active listening, and physical presenceLeaving Tracks – a course designed to help others identify the impact you have on the world and the legacy you want to leave. Own the Room – a course that focuses on techniques to build presence to capture and retain your audience's attention through body language, putting yourself and others into a parasympathetic state and using creative listening techniques

I supported four teams with Application Performance Monitoring tools including: New Relic, DataDog, PagerDuty, Aternity, and the Customer Transaction Availability (CTA) Report.Used Agile metrics analysis, retrospectives, capacity workbooks and coaching to deliver the following results:o Improved Commit Reliability results into the optimal efficiency range o Reduced the average Scope Change from 22% to 10% or lessPrepared and delivered a SAFe Scrum Master Certification course Prepared and delivered Rooftop Leadership Certification coursesThe Power of Purpose – a course that helps attendees identify and convey their individual, team, and organizational purposeNavigating Trust – a course that teaches attendees the skills to read a room and the tools and techniques to build strong cultures via restoring, building, and maintaining trustOwn Your Story – a course that teaches narrative competence via the integration of storytelling, active listening, and physical presence

Led a team of agents monitoring regulatory adherence for customers’ interactions with the Branded Card/ Partnership Fraud and Disputes departments. Championed the use of Slack as a tribal knowledge repository and communication tool across the Compliance Control CenterCommunicated regulatory adherence guidance to business groups that resulted in a 20% improvement in adherence scores.

In 2015 the DRC had expanded its responsibilities to include an Enterprise Customer Listening channel. The Enterprise Customer Listening team reviews and categorizes feedback from Mobile App Reviews, Opinion Lab, and Usabilla in order to quickly identify new trends and issues within Digital. In 2016 I was tasked with determining the appropriate Text Analytics methodology in order to automate the manual classification process.Developed a Clarabridge (text analytics program) Mobile App Review model that captured 98% of all feedback and classified 80% of all reviews correctly. Eliminated <15 hours a week of manual classification and achieving the same trend and issue identification results of the manual process

In 2015 I transitioned most of my DRC incident management responsibilities to three other team members and took on the responsibility of the Card and Consumer Identity Issue Management role. As a Card and Consumer Identity Issue Manager I was responsible for identifying issues that impacted more than one customer as well as troubleshooting and resolving corner cases where only one customer was impacted. In order to successfully work both issues and corner cases I needed to work with various systems such as IRIS, MFA, DMS Workbench, Splunk, Site Catalyst, and Tealeaf in order to be able to clearly define the suspected root cause to the various Health and Hygiene (H & H) teams. Defined the Issue Manager role by developing consistent communications, reporting and influenced restructuring of H and H office hours for issue management.Planned and designed within JIRA the Enterprise Digital Issue Management KANBAN board Considered a SME in the Card and Consumer Identity Issue spaceIdentification of new issues in the Card and Consumer Identity space increased 100%Increased the resolution and closure rate on Card and Consumer Identity issues by 80%

The Digital Resolution Center was created in 2011 to partner with IPS, IMC, and Agent Readiness in coordinating monitoring and daily reporting to top management on high severity incidents, issues and risk events, as well as maintenance and release schedules within Digital Operations. From 2012-2014 I influenced changes that provided the DRC to strategically partner with our stakeholders to quickly identify and escalate negative customer impacts.Coordinated with process managers and management to discontinue the daily production meeting in order to provide additional bandwidth to focus on triaging trends and issue management.Re-organized the DRC digital mailbox in order to facilitate the rotation of DRC responsibilities within the teamCreated an IR ticket request process and associated tools to assist process managers in getting appropriate IPS resourcesCreated an escalation process for audit log failures that met severity 3 criteria that included coordinating with IPS, IMC, agent readiness to determine root cause and expedient resolutionChampioned the Site Catalyst tool across Digital Operations at Capital One. Created Dashboards that were used not only by the Digital Resolution Center (DRC) team but also by Digital Ops Process Managers and IPS. The dashboards, segmentations, and alerts I created illustrated impacts of audit logging failures via a customer experience lens in order to expedite resolution of incidents.

Design9 is an interior decorating company that specializes in property styling. Property styling, also known as home staging, is the process of creating an ambiance in a home that appeals to the highest number of potential buyers. Proper styling of a property repurposes the current owner’s particular tastes by editing, adding, or moving existing décor elements to minimize negative aspects of the property and accentuate positive selling features of the space with the sellers target market in mind.

The Digital Resolution Center was created to partner with IPS, IMC, and Agent Readiness in coordinating monitoring and daily reporting to top management on high severity incidents, issues and risk events, as well as maintenance and release schedules within Digital Operations. Having been with the DRC since its inception I was instrumental in fostering relationships across Digital and creating the tools still used by DRC team members today.Designed and maintained a database that automated reporting for Digital triage, incident and risk events for mid-day and end of day reporting. Eliminating the risk of reporting errors and ensuring consistency in format.Created process maps, SOPs, and Work Instructions to facilitate hands on training for new members of the DRCAnalyzed and mapped digital transactions within all Digital Operation processes to define business definitions to promote continuous improvement within audit logging activities for both Bank (OLB) and Card (EOS) platforms

I was hired by Allen Corporation to assist the company in achieving their ISO 9001:2008 Quality Management System (QMS) certification when their first attempt at certification was unsuccessful. A quality management system (QMS) is a set of policies, processes and procedures required for planning and execution (production/development/service) in the core business area of an organization. (i.e. areas that can impact the organization's ability to meet customer requirements)Successfully resolved 2 major and 21 minor non-conformity citations by the certifying body and achieved ISO 9001 QMS certification within 90 days of being hired.Allen Corporation’s QMS was defined by the certifying body over the next three years as “mature” and “best-in-class”Maintained and analyzed QMS records in accordance with requirements to identify trends and promote improvement initiatives.Developed control charts, conducted gap analysis, mapped and tracked project plans to close identified gaps and verified the integrity of QMS compliance to ISO 9001 standards.Designed and managed an internal audit program for the QMS program that was highlighted by our Certifying body as “through and in-depth”

My first role at Regent was Team Lead for a staff of 7 procurement specialists supporting the Aviation Supply Chain at the Defense Supply Center in Richmond, VA. I was formally recognized by the Project Manager of the contract with the “Most Valuable Employee” award for the following efforts on this contract.Development and deployment of an incentive program and subsequent reporting on acquisition purchases to assist team members in work load organization, productivity, and accountability of work assigned resulting in the following benefits to the government:Twice as many purchase orders submitted to the government contracting officers per week within 1 month of implementationA 50% increase of options exercised per month for Long Term ContractsDeveloped, tested, and trained contract management team in executing a Time Tracking Audit for the overall contract in order to provide the various team leads an accurate accounting of contractual hours consumed vs available via different cost centers.Based on my outstanding first year contractual performance at this company I was promoted and assigned to a new contract as Team Lead of a larger procurement team in charge of Critical Safety System Aviation components and as a Quality Control Manager/Trainer for the Emergency Buy Team.Successfully continued to build and improve upon the program developed on the previous contract, incorporated Long Term Contracting vehicle reporting and metrics.Mentored and provided initial and remedial training for 15 acquisition specialists in high priority, emergency buy small acquisition procurementsIncreased productivity by implementing a compare and transfer process of outstanding procurements to identify duplicate and failed to source purchase requests Developed SOPs to streamline functions and increase productivity of the purchase request sourcing specialists assigned to ordering agreements.

During my tenure at Insight I managed 4 different government contracts for NIH, Army, and GSA entities. My efficiencies, work ethic and accuracy in performing the below responsibilities made me a valued resource within the organization and often resulted in assigning me temporarily to assist other departments.Maintained accurate pricing across all contracts assigned via SAP uploadsEnsured government compliance per regulations, and submitted modifications to contracts with the appropriate government agenciesCompiled and analyzed monthly GSA point of sale vendor report and weekly Federal reports for compliance iaw government regulationsReviewed, Updated, and Negotiated special pricing arrangements with vendors to provide best value to the governmentCoordinated fiscal year end activities on GSA contract with pricing updates, modifications, and sales/customer price listsAnalyzed data for the monthly back-end rebate submittal process

As a Contract Administrator I supported the Construction VPs and numerous off-site Project Managers with cradle to grave contract responsibilities that included:Creation and proofing on Contracts, Purchase Orders, Change Orders and short-term utility contractsMaintained contract compliance with contract specifications and cost code assignments

Served as Administration Director for a traditional public and investor relations organization that provides market/ consumer research, media training, and grass-roots lobbying efforts often required by industry groups and legislative coalitions.Streamlined processes to bring consistently latent account receivables to a less than 40-day status on large dollar ($25K plus) quarterly contractsResulted in improvements to company cash flow and reducing and eliminating contractual penalties and fine for our customersManaged the merger between Qorvis and four other individual companiesSeamlessly negotiated and coordinated health and dental plans with no negative impact to employeesSuccessfully executed relocation to McLean, VA headquarters; payroll and hiring coordination in support of the merger with zero negative impacts to service continuity for our customers

Served as Marketing Production Manager for one of America’s largest and most experienced developers of housing for senior citizens. Accomplishments included:Managed in house and temporary staff assigned to design, procure, produce and disseminate quarterly training seminar materialsProduced a monthly marketing newsletter for 20 different properties in 4 different statesStreamlined the reporting from these properties by creating and implementing a transactions database in MS AccessThis database reduced the time it took to fulfill MSHDA and HUD requirements by 95%

Partnered with two other business professionals in a start-up marketing communications design firm servicing high technology firms and government agencies. Primary responsibilities were:Find new clients to grow the companyAuthored proposals and managed resulting contractsManaged projects of various scopes and durationCustomer market research for business development/ new product initiativesMedia procurement and account management activities in support of advertising and trade show marketing

Responsible for producing technical manuals and specification sheets for high technology clients in the Metro Washington DC area to include:Researched projects to qualify key information identifying current and future niche market opportunities for clientsDeveloped Direct Mail questionnaires, telemarketing scripts, Provided analytics of survey results, and PowerPoint presentations to communicate findings to clientsAssisted with the negotiation and drafting processes of formal contractual agreementsCreated and maintained a database in MS Access for sales divisionSourced and procured marketing “take-aways” for trade show activities

Responsible for providing a full spectrum of tech service functions of detailed product specifications, development, and analysis to include:Prepared and compared drawings for compliance to state, county, and local codes/ regulations for review by Civil EngineersIdentified compliance issues and revise civil engineering detailsProduce building plat specifications and schematics for utilities, sewer, water drainage, easements, landscaping, and street placementsSpecial projects to produce topographical maps from onsite survey dataCalculated compiled data for engineers to input into AutoCAD systems