Kellie Watters, Mba, Pmp, Csm, Itil 4 Email & Phone Number

Santa Clara, Ca, Us

Sr. IT Product Manager, Customer Support Workflows

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Berkeley, Ca, Us

• Act as the Senior Product Owner and Business Analyst for the ServiceNow Support team, demonstrate exceptional leadership and team collaboration skills to provide excellent service delivery and improved customer service provision.• Leverage exceptional customer support customer service skills in interacting with multiple customers and customer groups to effectively gather and understand various business and technical problems, and providing timely solutions to tackling identified problems. • Develop solutions for customers alongside my team, explain to customers the benefit of the proposed solutions suggested by my team.• Ensure proper documentation of business needs, functional specifications and requirements. • Spearheaded the development and presentation of the product roadmap, creating a detailed proof of concept and demoing the functionality to customers.• Actively engage the customer and showcased value of proposed work to stakeholders, identify training needs and provide training to new customers. • Leverage various methodologies while working on various projects which include Waterfall and Agile/Scrum, well versed in various processes which include change management, project coordination, communication, tracking and training. • Interface with multiple customers and customer groups to gather, analyze, and define processes. Also working with customers and technical team to convert these processes into functional specifications and requirements.

Berkeley, Ca, Us

• Worked closely with over 6 Donors and Gift service leadership teams and responsible for developing and maintaining policies, guideline, and process documentation, including internal training materials for all department functions. • Responsible for ensuring that the spectrum of work done to accept, process, distribute, and steward philanthropic gifts to Berkeley, as well as acknowledge and recognize the donors making those gifts.• Supported by a cohesive body of policies, guidelines, and processes that are documented and communicated to the campus’s development and finance communities. • Led Donor and Gift services efforts in areas of process involvement, and metric development and management, and served as the project manager for executing cross-functional efforts.• Developed and coordinated policy and process communications and training content alongside my team.• Served as the department’s primary resource for creating content for the campus’s development and finance communities regarding new and changed policies, guidelines and processes, and ensured the efficiency of all the department’s content on the campus’s advancement intranet site. • Provided exceptional project management support for cross-functional effort within the department.

Berkeley, Ca, Us

• Handled the assessment of the organizational and strategic issues, suggested and provided professional guidance through the application of Lean Six Sigma solutions for Campus Shared Service (CSS), Leveraged strategic planning, culture change and process improvement approaches to enhance institutional performance.• Liaised with leaders within the units, departments and service directors to properly address service level requirements. Worked with the leaders within the units, departments and service directors to address service level requirements. • Worked with the internal member of the CSS teams and central campus departments to gather information on processes and developed best practices. • Recommended and implemented improvements to services level standards, ensuring alignment with organizational strategy. Project Work:ServiceNow Human Resources Software System Implementation- Successfully implemented a new HR Ticketing Software for the entire campus (30,000+ users).- Served as project lead for the organization’s largest project, overseeing change management, communication, training, outreach, and HR process re-alignment team.- Responsible for gathering all voice of the customer requirements, through focus groups and customer testing. - Worked cross-functionally with multiple stakeholder groups to ensure engagement and product adoption.CalTime Timekeeping Software Systems Implementation*Recipient of a SPOT Award (Specific Project or Task)Travel and Entertainment Process Re-mapping*Recipient of a STAR Achievement Award (Staff Appreciation and Recognition)

Berkeley, Ca, Us

• Spearheaded various activities which include process improvement, data analysis, reporting, training and implementation of campus-wide shared administrative service center. Member of the Campus Shared Services Implementation Team.

College Park, Md, Us

• Supervised the main travel, vendor services, and supply purchases for the department; averaging $200,000 monthly, ensuring compliance with the University and State regulations.• Managed the payment process for all athletic event fees, game guarantee payments, and officials fee. • Assisted in tracking the day-to-day cash flow of the departments working fund bank account. • Selected as a member of the strategic planning committee, resulting in a comprehensive financial action plan, with structural goals and accountability measures. Provided with the deposit and disbursement for 25 fundraising accounts, taking over while the position was vacant.

College Park, Md, Us

• Oversaw graduation audits, change of grade, permission to enroll and late drop requests, as well as other sensitive student information. • Member of the university “Maryland Day” event planning committee- Over 80 events and 97,000 guests in attendance. • Organized logistics for the college commencement ceremony for 260 students, family members and guests, in a new venue. • Lead coordinator for Ag Discovery, a national 3 week summer program for high school students, in addition to summer orientations for transfer students, incoming freshmen, and honors students.

Dalton, Ga, Us

• Sales Representative, Art and Design focus, catered to Educational Institutions. Developed creative sales presentations and pitched new products to clients. Cultivated and maintained strong relationships with a diverse range of clients. Worked independently managing over 200 accounts, as well as with the larger 6-member team.

Chico, Ca, Us

• Tutor and mentor to over 60 first generation college freshman • Students who attended sessions earned an average GPA of 2.35 compared to a 1.79 GPA for students who did not attend• Developed test review questions, lesson plans, and lead tutor sessions 4 days a week.• Reviewed assigned reading, and instilled life long study skills student.

Mba, Business Administration And Management, General

B.A, Organizational Communications

Project Management

Education record