Marcie Coate, Csm Email & Phone Number

New Orleans, Louisiana, United States

New Orleans, Louisiana, United States

New Orleans, Louisiana, United States

• Responsible for the performance of the Infrastructure program including project execution, change management, business goals and stakeholder relationships.• Support and guide talented teams of system architects, network engineers, developers and other specialists.• Provide relevant status communications, monitor progress through management reviews, escalate program issues and ensure a high degree of stakeholder satisfaction.• Guide program performance including execution, project goals, vendor management, risk management, schedules, and other project commitments.• Provide feedback, advice, project updates and encouragement to program management team members.

Greater New Orleans Area

• Work collaboratively with up to 6 cross functional and cross divisional scrum teams to meet defined program goals and objectives to various phases of the project as part of overall roadmaps and program delivery.• Mentor and motivate the cross functional teams to drive to success with on-time and under-budget delivery.• Successful delivery of large software development programs ranging from 1M to 6M in billable costs.• Work with leadership, stakeholders and subject matter experts to develop detailed project definitions, budgets, resourcing plans and implementation plans/timelines for projects ranging from 3 months to 24 months in length.• Management of projects and systems in a heavily regulated industry including banking & finance, PII, PCI, CCPA, GDPR, compliance and security.• On-going management of projects with distributed team members including a mix of onsite and offshore resources in South America.• Proactive to manage client or stakeholder expectations within limits of established scope, schedule, and cost while effectively negotiating change orders and building client relationships to achieve growth.• Consolidate inputs from departments and teams across the company into executive program reviews highlighting risks and opportunities.• Definition of the project plan, monitor progress against the plan to identify potential risks and take corrective action as necessary.• Ownership and accountability of project success and quality assurance.• Responsible for updates to project personnel and senior management in a timely manner of variances from project plan.

Greater New Orleans Area

• Full product life cycle analysis, management and launch of a multi-million dollar travel site initiative which included design strategy, development, project management, requirements gathering, defining scope, quality assurance, outlining UAT guidelines and performing product demonstrations to clients, executives and stakeholders for a site now processing over $4M in net bookings per day.• Budget, track and maintain multiple project costs on a monthly, weekly and daily basis ensuring the lowest cost impact to the company and resources while tracking project progress via Gantt charts, Tempo, JIRA & daily reporting.• Manage an annual project budget up to $4M including development, quality assurance, implementation services and sprint management line items.• Manage new customer and internal integration, significantly stream-lining the project maintenance & improvement processes, which remain in use as a standard best practice within the organization.• Manage 6-12 month long development cycles with up to 20 developers and multiple QA analysts from start to finish while successfully hitting release milestones on time and on budget with minimal reported bugs or regressions.• Creator and contributor of a variety of streamlined processes & procedures that were currently lacking in the organization including a standard “Support” process which ensured the development of site bugs be cost effective & in line with the ROI of the issue reported.• Conduct monthly release retrospective meetings, weekly discovery & envisioning sessions, daily scrums, sprint planning sessions, product demos, stakeholder sync-ups and other various meetings pertaining to new and current tasks & projects.• Created & implemented new workflow methodologies to enhance communication, productivity & to utilize employees' time efficiently.• Key contributor in post-launch project audit identifying $2M in un-billed development due to change requests and scope creep.

Greater New Orleans Area

• Managed, planned, documented requirements and implemented the KLM hotel & car redesign project fully tested and delivered on-time, which as a result led to the increase of traffic & conversion rates of these products on the site.• Managed development & content of corporate website redesign, conveying company strategy with inviting and educational content.• Analyze business and user needs, document requirements while acting as a liaison between systems software development staff, quality assurance, operations, management as well as internal and external clients.• Lead Business Analyst responsible for gathering requirements, demonstrating project progress and all related phases required to launch the brand new American Express agent-servicing platform. Full product life cycle management which included design strategy, development, project management, requirements gathering, defining scope, training, quality assurance, performing product demos & outlining user acceptance testing guidelines.• Support production and development activities within the PMO department while meeting the project requirements.• Identify and escalate consistent or recurring problems with system functionality as well as detecting and reporting network and website problems.• Work with various company departments, including product development, strategic relations group, and quality assurance to develop and improve products and overall user experience.• Created & maintained documentation for clients' large travel websites and designed information architecture for all accounts.• Main contributor in developing the project discovery & envisioning processes ultimately reducing cost overages & delivery misses.• Created & implemented new workflow methodologies to enhance communication, productivity & to utilize employees' time efficiently.

Greater New Orleans Area

• Investigate and solve customer problems, which may be complex or long-standing problems that have been passed on by customer service agents, partners and suppliers.• Meet Customer Care financial objectives by forecasting requirements in regards to the annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.• Accomplish customer care human resource objectives by recruiting, selecting, training, coaching and disciplining as well as communicating job expectations, appraising, and reviewing job contributions.• Investigate cases of fraud involving use of lost or stolen charge cards for unauthorized purchases of merchant hotel, car and activity reservations on partner websites.• Achieve customer care objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change.• Analyze statistics or other data to determine the level of customer service being provided via phone and email in order to meet or exceed established service level agreements.

Greater New Orleans Area

• Show residential and commercial properties to prospective buyers.• Cooperate with other real estate agents, lenders and title attorneys to advance clients’ best interests and ensure details related to closing transactions are completed within set time restraints.• Draft and negotiate sales and purchase contracts while ensuring that contract details are spelled out clearly in writing and that all parties involved receive copies.• Conduct property in/out inspection for all leases. Collect rents, security deposits, served late notices and processed applications for lease. Maintain rental collection record and deposit rent payments. Show property to prospective tenants. Prepare advertising, ordered rental signs and addressed tenant complaints in a timely manner.• Attended open houses on a weekly basis with other realtors to stay on top of inventory and preview properties that may meet current clients’ needs. • Listing of homes and vacant land including competitive market analysis, property measurements, photos, designing marketing materials including hosting open houses for the general public and real estate brokers.• Found new leads by marketing company website requests, making phone calls, mailing hundreds of postcards in targeted neighborhoods, and networking with friends and acquaintances.

Las Vegas, Nevada Area

• Provided prompt, courteous and accurate supervision to approximately forty customer service and sales associates. • Employee relations consisting of professional and personal situations that affect the workplace.• Communicated daily and weekly goal expectations to customer service personnel; assessed wrote and delivered introductory and annual performance evaluations, disciplinary documentation and employee terminations. • Daily, weekly and monthly call activity reporting using data and tools in the Shortel System program for SoftPhone applications and VoIP phone systems. • Conducted silent call monitoring and observation of call center staff to identify areas for improvement and compliance with company policies, procedures and state/federal regulations.• Reinforced customer service objectives and maximized sales through direct participation and motivation of staff.• Assisted customer service associates with training and compliance issues in addition to resolving customer issues.

Las Vegas, Nevada Area

• Coordinated, supervised, call monitored, trained and guided over thirty customer service personnel in handling incoming pharmacy benefit calls; including unusual/difficult customer issues pertaining to member support, pharmacy assistance and specific group or client needs.• Effectively motivated, communicated and supported a team environment to achieve objectives while ensuring an effective and productive atmosphere along with successfully meeting service level goals.• Continuously checked and adjusted teams’ resource requirements in response to known and unanticipated work volumes.• Established and communicated team and individual goals, conducted annual evaluations, disciplinary action and continuously monitored achievement of goals, using reports and tools in the Nortel Symposium/WebClient systems in addition to active management techniques.• Initiated and facilitated team and individual recognition, incentive programs, activities and celebrations.• Assisted personnel with escalated issues and/or phone calls involving pharmacies processing claims, member information, medication authorizations and claim rejections or overrides.• Conducted and prepared for bi-weekly meetings including corresponding with representatives on upcoming topics.• Developed and distribute correspondences, agendas, internal memos and additional material such as daily schedules, policies and procedures and overtime schedules to call center staff.• Input and/or updated plan information in the claims processing database as specified per plan coordinators in addition to ID card requests orders, prior authorization input processing and numerous data entry functions.