Lisa Brown, Pmi Acp Csm Email & Phone Number

San Ramon, CA, US

San Francisco, California, US

• Senior Business System Consultant V | January 2020 – September 2020Proven ability to successfully manage a large complex technical project, which resulted in mitigating project risks, and successful implementations.
• Migrated 8,000 contact center agents and 30 line of business groups, to a Genesys technology platform in a very short timeframe due to system vulnerabilities. During the shortened time frame and amount of work.
• Dedicated long hours and weekends to ensure critical milestone tasks were completed on time.
• Created Technical System Designs to align with business objectives, by clearly identifying project scope and assumptions while ensuring designs followed corporate compliance policies and procedures.
• Built trusting relationships during project life cycle by effectively listening, encouraging diverse points of view, while establishing and maintaining credibility with internal customers, peers and leaders.
• Led team members through new process and procedures that were created to assist with technical work efforts for call routing, which significantly increased skills and proficiency.

San Francisco, California, US

• Relied upon as a Subject Matter Expert while leading a new team that was created to facilitate and manage technology vendor contracts, purchase orders, and annual maintenance renewals for hardware, software, and.
• Received a Wells Fargo Gold coin for exemplary performance supporting financial processes, which resulted in a financial variance of less than 1% for a $30M budget.
• Earned Wells Fargo Gold Coin 3x for demonstrating guidance, leadership and exceptional performance while support Wells Fargo Vision and Value.
• Improved team performance by providing leadership, coaching, training, and guidance to team members around process and procedures
• Proactively identified a $5 million dollar error from posting to the general ledger in December of 2019, which would have required significant rework by our corporate finance team to correct
• Identified a $35,000 over billing on a vendor invoice, resulting in a financial cost savings to the company.

San Francisco, California, US

• Proven ability to simultaneously manage large technology project with no negative impact to the business, dedicating extensive time and effort to ensure flawless execution.
• Managed the Wachovia/Wells Fargo Network Integration Project, migrating VoIP infrastructure, and IP phones to a Genesys platform, during multiple weekends and evenings, to the Wells Fargo Network, with no negative.
• Managed Multiple IPCC migrations for various Lines of Business, with minimal impact to the business partners.
• Successfully Managed Merger Activities for Contact Centers within Wachovia and South Trust, with no impact to customers or business partners.
• Managed the Wachovia/Wells Fargo Merger and Acquisitions Project for Contact Handling Technology, spending many nights and weekends migrating infrastructure, IVR platforms, and hundreds of toll-free numbers, resulting.
• Defined and documented Business Analyst roles and responsibilities for new hires, which significantly improved onboarding process, and educating, resulting in clearly defined measurable goals and objectives.

Csm Certificed

Education record

Business