Supporting the Digital Welcome Product Team.

CLIENT: Santander BankProvided program leadership for the development of a comprehensive operational playbook for Santander Bank to enable delivery of a fully branded customer experience for strategic loan servicing partners. Created step-by-step processes covering all aspects of the partner onboarding life cycle, including customer account website, branding correspondence, collection and SMS campaigns, welcome and information guides, billing, payment channel vendors, and IVR.

CLIENT: T-MobileProgram Manager successfully redesigning the 3rd party Vendor Performance Management Model for T-Mobile’s Device Financial Services department. Implementing process improvements, standardized submission and reporting with a sustainable governance model. Collaborated with business, technology, and vendors to align on a standard set of Vendor KPIs and additional metrics. Implemented automated reports and facilitated the monthly process of pre-reviews and manager feedback prior to the final MBR and QBR.

• Lead the IT Project Management Office and Governance Team in a fast-paced technology environment. Defined the PMO roadmap, developed the end-to-end project management processes for all phases of the software development lifecycle including intake, prioritization, and financial management. Collaborated with technical and business leaders to ensure project scope, requirements, deliverables, and schedule alignment. Fostered a culture of accountability, ownership, and continuous improvement within the program/project management practice.• Lead the PMO migration from Waterfall to the Agile framework within the IT organization. Championed Agile principals and adoption with clearly defined roles, training (live and video), courseware development, and ongoing coaching. Successfully implemented Agile management tools (Jira, Confluence, AIO Reports, Tempo Time, Structure).• Developed data driven performance metrics, KPIs and OKRs. Implemented effective dashboards, reports, and presentations to provide visibility into project health for all audience levels, including C-level, Executive and Senior Leadership, Managers, Team members, etc. • Lead the PMO team, providing guidance, coaching, and support of their professional growth and development. Fostered a collaborative and inclusive team culture that encouraged open communication, knowledge sharing, and continuous learning.• Product Owner and Scrum Master for the Flexible Capital Management project, reporting directly to the CEO and CFO that successfully redesigned the overall process of submission, prioritization, approval, and continued management of Frontier’s $1.1B annual capital spend. • Built strong, collaborative relationships with C-suite executives, Senior leadership, multi-functional stakeholders and facilitated leadership meetings and workshops. • Sarbanes/Oxley champion responsible for response, remediation and tracking of audit findings and continued compliance.

• Led the Data Landing/Integration Team for the Verizon acquisition, including project planning, data landing process design, data integrity, quality assurance, defect management, mock conversion management, and final data delivery.• Managed executive communications between Verizon and Frontier as the PMO representative to Frontier’s executive team, resulting in strategic alignment on the project roadmap, and seamless data integration with Frontier’s tools. • Led the User Acceptance Team for the AT&T customer base data acquisition project, established required access, creating test schedules, and leading daily defect meetings and managing escalations

• Scrum Master for two mobile applications developed for CROSSMARK’s client, Walmart: Shopper Events App, the product demonstration scheduling application for retail stores, and Event Track, a demonstration reporting application providing insights on costs, sales uplift, and market trends. Facilitated all scrum ceremonies including sprint planning, daily stand-up meetings, sprint reviews, and sprint retrospectives. Supported the Product Owner in defining product roadmaps and backlog refinement.• Program Manager for the successful cloud implementation of Microsoft Office 365 as well as the migration of SharePoint and Exchange services to the cloud while maintaining a reduced on-premises presence.

• Scrum Master responsible for successfully delivery of an enhanced customer facing Frontier.com website and mobile application project. Facilitated the Scrum process including all sprint ceremonies, lead and coached the Scrum team on the adoption of Agile practices, removed obstacles, supported the use of continuous integration and improvement practices. • Managed the development of core components of the Frontier.com website and app, including front-end UX upgrades, implementation of the Sitefinity content management system, and upgrades to online customer account management (billing, service orders, and repair status).• Cultivated and maintained strong relationships between the Frontier marketing team and the outsourced digital marketing vendor. Resulting in clear definition of business requirements, alignment on the project roadmap, and successfully delivering on the business objective. • Project Manager, Merger & Acquisition, successfully delivering multiple gap projects resulting from the purchase of Verizon’s client base in 13 states. Projects included: online enterprise customer billing portal, expiring credit card notification, national billing in DPI, automation of customer credits, and trouble ticket administration.• Member of the IT Project Management Office transition (PMO) team responsible for the development and implementation of the IT PMO and governance framework that supported all stakeholders and project teams to successfully deliver programs and projects.

• Executive Management Team Facilitator – Quarterly Executive level operational review meetings, Quarterly Director level roadmap planning meeting, Cross-functional process redesign sessions w/70+ participants• Delivered multiple cross-functional projects (Inventory Management Tool, Architectural Drawing database)• Project manager for multiple commercial customer hosting opportunities.• Implemented and managed National IT Helpdesk.• Managed the migration of the national desktop support function to an outsource vendor.• Sarbanes/Oxley champion responsible for internal auditing, audit finding tracking and radiation and continued compliance.• ISO 9001:2000 Quality System certification Lead achieving certification for Enterprise Support Services