In addition to managing a staff of 20 off shore Quality Assurance resources in Romania, Argentina, and the Philippines, I am responsible for managing unscheduled Quantum Updates & Enhancements projects for GM Brand sites, partner sites, and affiliates.Analyze and develop plans for scheduled projects Determine and define clear deliverables, roles and responsibilities Establish and implement training (informational documentation) for relevant teams/personnelCreate Statements of Work documenting quality attributes through close collaboration with Client, Business, 3rd parties, User Experience, and Information Technology teams Work across team disciplines to develop prototypes for Usability Testing which eventually informs future component enhancementsMaintain project status regularly contributing to executive reports and QA testing reports that determined product quality and release readinessCreate and manage project timelines, milestones, and list of relative dependencies required for testingHold regular meetings to help address any questions or challenges regarding current and upcoming projects Develop comprehensive database of documented test defects and procedures to allow for easy tracking and reference to determine when/if bugs were reintroduced to the testing environmentManage Documented software defects using bug tracking system and reported defects involving programWork closely with UX and developers to interpret wireframes and use cases ensuring test case criteria is accurate and in scope relative to the delivery and release

Manage interactive projects and initiatives which comprise several concurrent internal projects and numerous stakeholders. Production management of ‘off platform – custom microsites’ for Chevrolet brand reveal modelsCreate and manage project timelines, correlate dependencies, identify milestones, and resourcesWork closely with Cross Functional teams for resourcing and project execution (webmasters, and Akamai to create and host pages that live outside of chevrolet.com domain as well as internal UX, developers, data, analytics, SEO, and QA teams)Subject Matter Expert for platform lead capture forms and data handlingManage build and change request maintenance of all Handraiser forms on chevrolet.com and m.chevrolet.com

Managed Model Year Refresh for Chevrolet brand cars, trucks, and SUVs Create project timelines from S.O.R.P. date (vehicle Start of Regular Production date)Work with CAOR to acquire MYR assets (images, media, SEO recommendations, copy etc.)Direct site builds by working closely internal teams (CGI, developers, data, and content author) Facilitate reviews with stakeholders documenting feedback and communicating change requests to internal teams and coordinate efforts with 3rd parties and agency partners Assisted with application redesign of Chevrolet vehicle shopping tools including Dealer Locator, Vehicle Locator, and Build Your Own

Act as sole Project Manager for Chevrolet PromotionsManage production of Chevrolet brand sweepstakes, contest, and test drive micrositesWrite microsite user stories using business requirements, work with webmasters to setup environments, purchase and install SSL certificates, and managed relationship with sweeps/contest underwritersSpearhead transition of all Spanish language pages from chevrolet.com HTML traditional site to the new Global Master Divisional Site - a proprietary CMS managed by MRM//McCann

Work on Chevrolet Promotions and Chevrolet, Cadillac, Buick, GMC test drive registration micrositesResponsible for managing production of Chevrolet brand sweepstakes, contest, and test drive micrositesAssist in backlog grooming, release, and sprint planningo Lead daily standup meetings and remove impediments that threaten project healtho Facilitate product demos and retrospectives o Assist Product Owners with Backlog maintenanceDocument business requirements, worked with webmasters to setup environments, purchase and install SSL certificates, and managed relationship with sweeps/contest underwriters

Ideate, developed, bid, and managed social media and digital marketing projects. Integrated traditional and emerging marketing methods into cohesive marketing campaigns. Tactics consisted of but were not limited to print, email, digital interactive, web collaboration, social media, and word of mouth.Managed multiple social network accounts; interacted with community members, “listened” to and analyzed audience discussions using insights to generate reports influencing the trajectory of a given project and informing the strategy of subsequent projects.

Acted as liaison between business units; account, strategy, technology, production and operations teams managing multiple national brand specific integrated marketing programs. Ensured fluid program operations by procuring and delivering required assets; documenting program requirements, processes, and reports; developing best practices, and recommending next steps based on report findings.

Spearheaded BBDO Detroit’s Social Media Outreach team, built and managed relationships within 60 plus web based automotive communities and non automotive social networks to improve brand and product perception.Monitored, evaluated, and reported on online dialogue surrounding three major automotive brands and their related products in support of social media outreach. Developed informational briefs highlighting unexpected trends used to influence project direction based insights gleaned from community discussions.Led 4 social media agents supporting multiple brand specific programs related to social media outreach and monitoring campaigns.

Supervised a staff of up to 60 full time, part time and contract employees; was responsible for staff assignments, scheduling, call monitoring, data checking, training, developing and mentoring BBDO customer assistance agents. Agents were responsible for inbound and outbound calls, data entry projects, and email/webmail response handling.Developed and documented internal processes for webmail; an email web form web collaboration tool. Identified deficiencies in data entry process; volumes received vs. entered. Developed a database to track receipts and compare entries improving accuracy and team efficiency.Implemented an Optical Character Recognition process to improve data entry Business Reply Card Processing.

Responsible for training and coaching customer assistance agents, trouble shooting and resolving or reporting hardware and systems issues in addition to supporting operations supervisors in their daily duties. Initiated new project and call flow processes for high volume call center, which proved to be a more efficient use of staff and agency time.As part of a team initiative, spearheaded an employee recognition program which rewarded top call center performers; selected as first recipient of the award.Subject Matter Expert, responsible for providing real time agent assistance within the BBDO Detroit customer assistance center by keeping abreast of industry and product changes related to agency clients as well as being fluent in all agency applications and software.