Litza Rivera Email & Phone Number

Facilitate a staff of IT scrum masters/project managers, business analysts, and technical resources (including contractor resources) to provide delivery of projects and support regarding Outage applications/solutions for the Power Delivery Business Unit. Work with cross-functional teams, offshore and vendors to deliver initiatives. Manage multi-million dollar budget.

Facilitate a staff of IT scrum masters/project managers, business analysts, and technical resources (including contractor resources) to provide delivery of projects having to do with Emergency Preparedness, Field Tools, Fleet, and Outage applications/solutions for the Power Delivery Business Unit. Work with cross-functional teams and vendors to deliver initiatives. Manage multi-million dollar budgets.

Rotational assignment leading the improvements of IT support provided to the Field Services organizations across the enterprise in several divisions: Power Generation, Nuclear, Power Delivery and Customer Service.

Miami, Florida

Facilitate a staff of IT scrum masters, business analysts, and technical resources to provide delivery of Customer Experience projects and support to the Care Center business unit. Plan/estimate business cases, responsible for a portfolio of projects using Agile practices, multi-million dollar project budgets, communicating impediments/issues for projects to senior management and ensure quality for all work. Speaking Engagements:- Customer Service Week Conference in May 2017 to share the success of the Next Generation Contact Center program at FPL- Presidio Exchange Conference in Aug 2017 to share the journey with the Next Generation Contact Center program- Customer Service Week Webinar in Nov 2017 to share the success of the Next Generation Contact Center program at FPLObtained 4 certifications 2017/2018 for delivering projects in an Agile manner from Scaled Agile Inc. -SAFe Agilist (SA)-SAFe Scrum Master (SM)-SAFe Release Train Engineer (RTE)-SAFe Program Consultant (SPC)

Miami, Florida

Managed a staff of IT project managers and business analysts, planned and estimated business cases, managed a portfolio of projects for FPLs Contact Center using Waterfall and Agile practices, managed multi-million dollar project budgets, managed and communicated risks/issues/change requests for projects to senior management and stakeholders and ensured quality for all work.Led a large and complex program called The Next Generation Contact Center (NGCC) which was a two year initiative with over 360 resources to completely overhaul most of the Care Center Systems such as the IVR, Routing, Virtual Hold and Reporting. This included updating the telecom infrastructure from TDM to SIP and moving from an Avaya platform to a new Cisco platform (UCCE). It also included integrating to our existing CRM solution, Verint Quality Monitoring and Work Force Management, ClickFox Analytics, and our outbound dialing system with Aspect. The overall driver was to move to a supported solution and in addition obtain efficiencies and savings.

Miami Beach

Managed a staff of IT project managers, planned and estimated business cases, managed a portfolio of projects for FPLs Contact Center business unit using Waterfall practices, managed multi-million dollar project budgets, and communicated risks/issues/change requests for projects to senior management and stakeholders and ensured quality for all work.

• Managed all aspects of SDLC phases of projects including work schedules, multi-site offshore/onshore resources, risks/issues/change requests, project budgets/variances, vendor relationships, cross-functional stakeholders and reporting project status to PMO and senior management. Project teams consisted of 5 – 40 resources.• Led a highly visible project to allow FPL the functionality to remotely turn on/off electric service (RCS). Project team consisted of a cross-functional team of approximately 40 resources located in various locations onshore and offshore• Led a billing project to automate the calculations for exception billing for the customer accounting group. Created several Install One mainframe screens to automate this functionality.• Led a portion of corporate wide project to ensure all CIS financial transactions were being handled correctly by creating new mainframe files to feed the new SAP system.• Obtained Project Management Professional Certification (PMP).

• Managed all aspects of SDLC phases of projects including work schedules, multi-site offshore/onshore resources, risks/issues/change requests, project budgets/variances, vendor relationships, cross-functional stakeholders and reporting project status to PMO and senior management. Project teams consisted of 3 – 7 resources.• Increased the IVR utilization rate by creating a pilot to partially automate the connect and transfer service transaction on the IVR.• Reduced financial risk to FPL by creating validations and approval processes for specific cancel/replace billing transactions.• Adhered to state compliance rules as to when FPL provides monies back to states for customers who leave funds in their accounts by updating the process from once per year to three times per year. • Refreshed our test environment with the latest test account data for accurate testing of all IT customer systems projects.

• Created requirements/design documentation and tested applications to increase FPL’s self-service usage across various channels.• Created more efficient processes for the customer care and billing business units by working on several projects which increased the self-service usage across IVR, Web, and Customer Care CRM applications.• Eliminated end of life support risk for FPL’s IVR system by replacing all IVR hardware components for eight servers and 18 software applications. In 2009, FPL won the #1 distinction for its IVR from a study conducted by ESource of 95 utilities. • Decreased the system trouble rate of the IVR’s by 74% by replacing outdated middleware technology screen scraping (SNA) with new middleware technology (EAI). Served as a team member that competed in a quality improvement story to FPL’s CEO and other top leaders detailing the project which won the vice president’s cup in 2007.

• Created requirements/design documentation and tested IVR applications to increase FPL’s IVR completion rates and reduce cost. • Increased IVR containment rates and achieved top decile performance in customer usage rate within the utilities industry from 27% to 58% by enhancing several IVR self-service applications.• Reduced support work for the Customer Service Systems business unit by creating reusable IVR system documentation.

• Created requirements/design documentation and tested IVR applications to increase FPL’s IVR completion rates and reduce cost. • Eliminated thousands of calls annually to the Customer Care Center by creating two new IVR software applications (Disconnect service and Update Phone Number) to increase self-service.

Pmp, Project Management Certification Training

Mba, Finance

Bs, Mis And Management

Activities and Societies: Hispanic Student Association, SISTUHS (Community Service Organization)