Lucy S. Email & Phone Number

At Trapeze, I am responsible for executing project management duties for complex enterprise projects involving transit software upgrades. This involves working with multi-disciplinary teams of internal and external stakeholders to guide scope, planning, scheduling, user testing and execution of test and production cutover activities to get to project completion.In this role, my duties include:• Manage project stakeholders from various teams involved in successful delivery of… Show more At Trapeze, I am responsible for executing project management duties for complex enterprise projects involving transit software upgrades. This involves working with multi-disciplinary teams of internal and external stakeholders to guide scope, planning, scheduling, user testing and execution of test and production cutover activities to get to project completion.In this role, my duties include:• Manage project stakeholders from various teams involved in successful delivery of transit software projects: Operations, Scheduling, Fixed Route and Paratransit Divisions, External Service providers, Maintenance, Payroll, and Customer Service/Call center teams• Use change management skills, create and maintain excellent interpersonal relationships: Apply superb active listening skills to creatively respond and defuse conflicts with various stakeholders in software implementations • Understand complex requirements (business, operational, technical or user driven) with the flexibility to discern what is required for the project to ensure success, buy-in and a realistic approach to delivery• Foster consensus through my ability to interact with diverse groups with competing agendas to push towards a common project goal Show less

Mississauga, Ontario

As a Customer Success Manager, I functioned as the key knowledge contact within Trapeze on all items related to the client's business. Using the unique perspective garnered from learning the client's business practices, I acted as the client advocate within Trapeze. • Functioned as the key knowledge contact within Trapeze on all items related to the client's business: learn and document business practices and software usage• Ensured account issues are resolved in a timely manner… Show more As a Customer Success Manager, I functioned as the key knowledge contact within Trapeze on all items related to the client's business. Using the unique perspective garnered from learning the client's business practices, I acted as the client advocate within Trapeze. • Functioned as the key knowledge contact within Trapeze on all items related to the client's business: learn and document business practices and software usage• Ensured account issues are resolved in a timely manner, engaging internal resources across Trapeze as needed• Engaged with various levels and departments of cross-functional Trapeze and customer teams: Executive, Operations, User Management and Information Systems, Professional Services, Development, Sales, Customer Care to understand and resolve operational and software issues• Ensured clients employ best practices and their Trapeze solution is optimized for maximum value; Leveraged consultative skills to guide clients appropriately; Help clients understand their organizational needs (process enhancements or product additions) Show less

Mississauga, Ontario

As a Project Manager at Trapeze Group, I was responsible for overseeing client engagement in the Customer Care department. I managed upgrade projects to get clients to the latest product software versions.• Managed application upgrades including all modules, custom interfaces and reports for existing clients• Delivered upgrades on quality and on time, while ensuring the highest levels of customer satisfaction• Identified, assessed, and minimized potential project risks to the… Show more As a Project Manager at Trapeze Group, I was responsible for overseeing client engagement in the Customer Care department. I managed upgrade projects to get clients to the latest product software versions.• Managed application upgrades including all modules, custom interfaces and reports for existing clients• Delivered upgrades on quality and on time, while ensuring the highest levels of customer satisfaction• Identified, assessed, and minimized potential project risks to the customer and to Trapeze• Communicated and coordinated activities among various company departments and customer resources Show less

Toronto, Ontario

At AudienceView, I was the central contact and subject matter expert (SME) on implementation projects. My role included creating and fostering the client relationship, assessing risk, managing project deliverables, facilitating meetings, training/coaching and determining when the client was ready to phase from implementation to post-implementation.In addition, my role included the following:• Mapping business process requirements to standard product functionality and identify gaps… Show more At AudienceView, I was the central contact and subject matter expert (SME) on implementation projects. My role included creating and fostering the client relationship, assessing risk, managing project deliverables, facilitating meetings, training/coaching and determining when the client was ready to phase from implementation to post-implementation.In addition, my role included the following:• Mapping business process requirements to standard product functionality and identify gaps that must be addressed to fully meet business and operational needs• Working on all aspects of software development life cycle (SDLC): document requirements, monitor and provide feedback during development and provide support for user acceptance testing (UAT)• Writing test cases, developing test plans, tracking and reporting defects during the UAT phase • Performing risk management on projects: determining impact, understanding and conveying probability and performing or recommending methods for mitigation• Implementing ideas for changes into the business: including documentation, mockups, and new process flows• Overseeing all aspects of data migration: analyzing legacy data, mapping to new data structure, managing schedule and content for cycles of data migration, managing testing and validation, managing cutover of data migration• Developing project schedules, responding to RFPs, writing or editing statements of work and creating change control documentation • Facilitating kickoff of project: creating an implementation plan that included resources, training plan, deployment and client deliverables; tracking progress against plan, tracking deliverables against plan• Developing a relationship with a variety of people from all levels in the client organization such as Accounting, Marketing, Programming, Information Systems and end users• Designed, wrote and delivered end user training via classroom and WebEx Show less

Toronto, Ontario

At Roy Thomson Hall, I was responsible for all tasks related to administering and maintaining the server environment used for the Box Office Ticketing system. This included: user account administration, system security and server patches, cron jobs, SQL queries, data integrity and availability/uptime of systems, database management and migrations, systems budget, hardware purchases.

Toronto, Ontario

At Young Peoples Theatre, I was responsible for managing the day-to-day operations of the box office. This included staffing, computer maintenance, ticket order processing and fulfillment. During my tenure, I transitioned the box office into a fully computerized department.In addition, I standardized procedures related to daily operations, staffing, scheduling, ticket donations, customer service and accounting of box office revenue.

At Ticketmaster, I was responsible for all hiring and training for the Toronto Call Centre. (250+ employees)In my tenure there, I created the hiring practices and quality standards within the unionized Call Centre. In addition, I created documentation, courses, training plans and schedules for new employee orientation, customer service and sales procedures, ticketing software programs, and call center policies.

Certificate

Diploma

Education record