I am an Agile Thought Leader and project manager for IBM’s Modernize for Cloud (M4C) practice. I aide in the strategic & tactical view of a company's total business. I work proactively with clients to refine their current business strategy and to develop a new strategy in line with competitive and market forces. I identify strategic capabilities needed to create and sustain one or more sources of competitive advantage including processes, information technology, organization enablement, and knowledge. I identify performance gaps using Agile and Scaled Agile practices. I utilize tools to identify, align, and change the factors that affect performance, stability, and teaming to develop comprehensive transformation recommendations to meet objectives.I am also the Multi-Cloud training and development lead for CAI North America. I develop curricula, multiple-tiered learning plans, and needs assessment that align individual learning requirements to training strategy. I facilitate virtual and instructor-led training courses globally. I work closely with cross-functional teams to align business requirements into learning design and deployment. I utilize Agile methodologies and feedback driven assessments to continually improve the learner’s experience and material to ensure end-user adoption of training. I work closely with third party vendors to fill training gaps unavailable within our global services. And I ensure trained resources are certified to meet business & resource needs.

Kenexa, an IBM Company, is a leading end-to-end provider of software, proprietary content, services, and process outsourcing that enable organizations to more effectively recruit and retain employees. Our talent acquisition and employee performance management solutions leverage over 20 years of experience helping clients maximize the performance of the organization. Our solutions enable clients to improve the effectiveness of talent acquisition programs, increase employee productivity and retention, decrease costs, and improve management decision-making based on analyzing and summarizing key HR metrics associated with employee performance. Kenexa, an IBM Company, develops and hosts SaaS Web solutions comprising a scalable multi-tier enterprise architecture using cutting-edge technologies. We specialize in performing and enabling technical support of IBM software and solutions. We provide technical support assistance to clients and internal customers using problem determination/problem source identification skills. We use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems. We communicate action plans to the client or IBM representative as appropriate. We recommend and implement new or improvements to existing technical support tools, procedures, and processes. We provide training for and mentor others on the team. We contributes to department attainment of organizational objectives and high client satisfaction. We specialize in supporting and configuring the most comprehensive global ATS solutions available.

▪Specialize in supporting and configuring ATS solutions including Brassring, Workbench, Onboarding and Kenexa Learn Systems▪Coordinated with third party vendors to configure social media integrations to increase target markets ▪Configure and generate reports to analyze business metrics ▪Increase employee productivity and retention, by minimizing the work of recruiters and administrators with time saving configuration changes to their workflows▪Recommend and implement new or improvements to existing technical support tools, procedures, and processes▪Continually monitor server hardware and networking devices as well as various system logs to minimize any downtime due to malfunction of equipmentRelationship Building: Customer Service, Performance Improvement, Human Resources:▪Maintain high efficiency and productivity levels, ensuring that clients and team members requests are completed in a timely manner▪Provide software, proprietary content, services and process outsourcing that enables organizations to more effectively recruit and retain employees▪Assist clients in maximizing organizational performance while improving the effectiveness of talent acquisition programs▪Provide technical support assistance to clients and internal customers using problem determination/problem source identification skills▪Use technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems▪Provide training and mentor team members and clients to successfully and efficiently become assets to their teams ▪Decrease costs and improve management decision-making based on analyzing and summarizing key HR metrics associated with employee performance▪Contribute to department attainment of organizational objectives and high client satisfaction▪Assist in developing and implementing projects approved by senior management▪Communicate action plans to the client or IBM representatives to improve business function

Document Analysis:▪ Assisted management with profit and loss statementsRelationship Building: Customer Service, Performance Improvement, Human Resources:▪ Responsible for the day-to-day administrative, operations and compliance of the branch with four or more registered associates within a market/complexDevelopment & Coaching:▪ Coached team members to improve sales and customer service goalsStrategic Planning:▪ Implemented marketing strategies to increase revenue for our districtBusiness Development:▪ Provided leadership to expand revenue and client relationships▪ Assisted management with development of the branch business plan and provided financial advisement for recruiting for the branch▪ Exceeded sales goals set by corporate

▪ Qualified and processed customer rentals with accuracy and attention to detailRelationship Building: Customer Service, Performance Improvement, Human Resources:▪ Effectively communicated and offered ancillary products and services to enhance customer’s travel experience▪ Provided helpful, quality service and sales, while enhancing the customer’s rental experience▪ Provided world class customer service by managing the rentals and returns process, in compliance with policies and procedures▪ Resolved customer issues and concerns professionally using effective customer service techniques▪ Drove continuous improvement by communicating customer feedback to team and engaging in action planning to improve operational performance and customer satisfaction▪ Strong emphasis on selling and revenue maximization on core products such as, but not limited to, options to waive customer’s responsibility of damage, fuel options and vehicle upsells▪ Achieved personal sales goals while supporting the goals of the team▪ Maintained appearance appropriate for providing best in class customer service in accordance with established guidelines

▪ Prepared and reviewed tax forms▪ Reviewed billing summary and itemize reports for clients ▪ Accounted for inventory▪ Maintained office and organized inventory ▪ Increased sales and brought in new clientele ▪ Resolved customer issues and concerns professionally▪ Trained new employees on process and procedures