Manage simultaneous information systems projects with geographically dispersed teams for high volume ups.com applications. Serve as a UPS business owner for ups.com applications to ensure customer experience is enhanced and maintained for both domestic and international customers.Serve as liaison to collaborate with external UPS vendors for integrated ups.com solutions. Manage and prioritize enhancements and defects for multiple applications based on customer impact and… Show more Manage simultaneous information systems projects with geographically dispersed teams for high volume ups.com applications. Serve as a UPS business owner for ups.com applications to ensure customer experience is enhanced and maintained for both domestic and international customers.Serve as liaison to collaborate with external UPS vendors for integrated ups.com solutions. Manage and prioritize enhancements and defects for multiple applications based on customer impact and experience.Analyze and document user business requirements and user stories for new and enhanced ups.com solutions.Manage the Enterprise Release User Acceptance testing phase with international regions.Coordinate and manage cross-functional working team responsible for UPS Search Engine Optimization (SEO) to drive effective search results from customer demand. Show less

Managed the successful implementation of all content requests throughout ups.com. Collaborated with international regions to deploy ups.com changes in all supported countries and languages. Served as a Subject Matter Expert for Billing Account Maintenance, Solution Finder and Business Solutions applications on ups.com.Coordinated and maintained the Customer Information Management Billing and International Matrix used by upper management for Enterprise Release process decision making… Show more Managed the successful implementation of all content requests throughout ups.com. Collaborated with international regions to deploy ups.com changes in all supported countries and languages. Served as a Subject Matter Expert for Billing Account Maintenance, Solution Finder and Business Solutions applications on ups.com.Coordinated and maintained the Customer Information Management Billing and International Matrix used by upper management for Enterprise Release process decision making. Created the Technology Standards Matrix to capture technologies used on UPS applications. Served as the coordinator for the Intercept Survey process on ups.com to survey customers about their experience navigating through ups.com. Developed the Interactive Communications Changes SharePoint site for use by stakeholders to retrieve current information and schedules. Implemented the Customer Feedback Center application for use by UPS Project Owners for User Acceptance Testing with international regionsProvided Customer Feedback Center training and support for Customer Information Management team members. Served as the WebTrends administrator and analyzed WebTrends analytics data. Show less

Recruited to participate in a selective management program at Blue Cross and Blue Shield of Alabama for individuals who demonstrated effective leadership and management skills.Organized section workflow and directed associate activities to ensure accurate and timely daily work processes in a Customer Service division consisting of 27 associates.Planned, monitored and directed activities to ensure section operations are performed within proper corporate procedures, guidelines and… Show more Recruited to participate in a selective management program at Blue Cross and Blue Shield of Alabama for individuals who demonstrated effective leadership and management skills.Organized section workflow and directed associate activities to ensure accurate and timely daily work processes in a Customer Service division consisting of 27 associates.Planned, monitored and directed activities to ensure section operations are performed within proper corporate procedures, guidelines and policies.Conducted associate performance appraisals and established performance goals for associates in the Customer Service Department.Member of a team that developed a customer survey to determine responsiveness of Blue Cross and Blue Shield email correspondence.Created Performance Improvement Plans to increase written correspondence output completion per day and timely correspondence transmission to customers. Show less

Recruited from Florida State University for the Career Leadership Development Program to research and analyze data; designed and implemented Performance Management systems to increase productivity and quality while decreasing costServed as a resource to management staff in the resolution of associate and department performance issuesDesigned The Training Incentive Program for New Business Associates in claims training which resulted in an overall 25% decrease in associate training… Show more Recruited from Florida State University for the Career Leadership Development Program to research and analyze data; designed and implemented Performance Management systems to increase productivity and quality while decreasing costServed as a resource to management staff in the resolution of associate and department performance issuesDesigned The Training Incentive Program for New Business Associates in claims training which resulted in an overall 25% decrease in associate training timeDeveloped an Internal Education Plan to communicate Blue Cross and Blue Shield of Alabama’s important Medicare environment reorganization to associates. Show less