- Partner with sales Team in providing overview of Agile Practices at Luxera to prospective and existing clients. - Lead Product Discovery Workshops for new product development efforts- Coach Executive Leadership (internal / external) on Agility and how they can help remove organizational impediments- Facilitate scoping and estimation of work as inputs for Finance and pricing- Teach internal team members and external clients, "The Luxera Way."- Provide training and education to internal and external team members around Agile best-practices- Train clients on Scrum and Agile practices providing Agile/Scrum for Leaders, Foundations and Accountability Specific Training (PO / SM / Stakeholder / CPO, etc)- Developed Agile Playbook and Team Onboarding process for onboarding new clients and cross-organization and cross-department teams- Pioneered key predictability calculation supporting release planning and progress tracking

- Developed and executed on coaching roadmap development for Coaching cohort supporting a Customer Journey consisting of 110 teams and 14 Teams of Teams- Coached Senior Leadership on Agile/Scrum, SAFe, LeSS, S@S and their role in driving Agile acceleration, leading to an overall improvement in quality and reduced cycle time.- Lead Customer Journey portfolio of teams as Enterprise Adoption Lead aligning all resources, coaching and communication for Product Area budgets of $80MM+- Developed several key initiatives that were adopted at enterprise level, including: Communities of Practice, Capacity and release planning and forecasting models in support of Agile/Scrum practices within a scaled environment, Coaching Academy geared towards maturing Scrum Masters, Scrum/Kanban Foundational Training curriculum development and delivery, training and certification prep for cohort of 32 SMs resulting in all becoming certified- Facilitated migration to Jira Align from Agile Central as lean portfolio management tool

- Facilitated development of strategic roadmap for Regulatory Affairs workflow solution - Coached team members around establishing team metrics incorporating elements of user-feedback, quality and value- Coached team members across multiple teams on agile/scrum foundational knowledge- Conducted baseline Agile maturity assessment and coaching plan for teams and individuals- Established best-practices for all Scrum events and artifacts- Coached technical resources and external consultants through establishing CI/CD pipeline for SFDC- Create release plans, track progress towards and escalate risks accordingly- Serve as Administrator of Jira / Confluence cloud and coach team members on best-practices- Coach teams towards continuous improvement -

Lead IT Department in the delivery of solutions to the Medication Management Systems division. - Deliver software solutions to key business partners - Implement Agile/Scrum practice within Genoa- Ensure systems compliance with State and Federal regulations relative to HIPAA, PHI, PCI, etc.- Train and coach business partners around Agile/Scrum practices- Participate in contracting process and respond to client requests for information such as security risk assessments, minimum security requirements.- Participate in budget and planning process - Participate in penetration testing efforts - Standardize DevOps practice

Deploy and coach Agile/Scrum utilizing Scrum at Scale to a group of teams launching a new product for the Latino Market. - Coach teams on Agile/Scrum best practices- Establish a Meta Scrum and facilitate communication across portfolio of teams- Coach executive leadership team and assist in the definition of team structure, road map development and release planning.- Facilitate Agile maturity assessment conversations and identify coaching needs- Participate in the development of a new enterprise coaching model aimed at focusing on key business value streams and a fixed duration engagement- Created an Agile/Scrum 1-page coaching plan template

Coach and develop team to excel in delivering high value and quality software on a consistent basis: - Guide team to deliver a fully tested and shippable release every two weeks consistently for 2+ years. - Maintain consistency with Agile and Scrum best-practices ensuring weekly activities while fostering a team-led approach, including: Sprint Planning, Daily scrum, Backlog Refinement, Sprint Review and Retrospectives.- Create and facilitate creation of appropriate amount of project documentation and information such as: Product Roadmaps, Status Reports for Sr. Executives, Sprint and Release burn charts, velocity tracking, Sprint progress deliverables, Release Notes, SOW and financial tracking and reporting, Backlog Summary, User Stories, Acceptance Criteria, etc.- Successful launch of a large scale enterprise CRM and workflow initiative. - Demonstrated ability to function as Product Owner on behalf of external client- Work with clients to gather and document current state business processes as a foundation to conduct in-depth requirement elicitation activities. - Facilitate Story-Mapping sessions to identify highest business value features- Facilitate release planning and product planning and roadmap sessions- Utilize a variety of tools to elicit early client and user feedback utilizing prototyping models (wireframes, design mock-ups, etc)- Project experience has involved Mobile, Enterprise, Salesforce.com, MicroSoft Dynamics CRM, custom CRM solution, large scale telephony and Call Center implementations and integrations, data warehouse and data migration initiatives.- Industry experience has included healthcare, disease management, pharmaceutical sales, production/printing, scholarship management and commercial real estate.

Lead multi-site call center operation near/offshore ensuring all key performance indicators are met on a monthly basis. Have led to improvement in all KPI areas for the first time in several years. Manage operations to come in under budget monthly with an operational budget of approx $5 million/yr. Established Project Mgmt Office (PMO) approach across operations. Develop long-term strategic forecast and staffing plan.Lead training and development department including eTraining initiatives, Learning Management System (LMS) initiatives and ensuring goals aligned with corporate goals and objectives. Understand production processes from inventory to printing and finishing processes through packaging and shipping in order to support B2B operation. Implemented knowledge management solution using wiki based tool, established best practices and standards for work instructions utilizing use case approach, leading to reduced training time by 2 weeks and improved accuracy. Improve business processes utilizing Six Sigma methodology and approach.

Manage customer service department to meet service level goals and unit cost objectives. Manage medicare star ratings and CAHPS ratings. Oversee training and development department. Manage first contact resolution rate, customer satisfaction and consistently high employee engagement ratings. Attained a Top 25 Call Centers rating evaluated by Benchmark Portal. Selected for the inaugural CEO Roundtable program.

Establish business processes for new operating location including implement customer relationship management solution and applicable marketing strategy geared toward recruitment, retention and ongoing business development. Identified strategies and needs within communities and partnering organizations and targeted solution to address those needs.

Coached a team of analysts and clinical pharmacists performing client benefit setup and testingleading to an overall improvement in productivity while at the same time improving accuracy from 94.5 to 98.2%. Conduct analysis to formalize QA Testing business processes and implement automated testing tools, create process flows, and write business requirements with use cases. Analyze Medicare Part D, new product releases and new benefit designs documenting impacts and writing business requirements to ensure business continuity. Provided strategic leadership and direction for team and department by providing oversight and adopting project management best practices. Created a formal project analysis and approval process as well as implemented a PMO to manage projects through implementation of centralized project tracking tools, educating staff, facilitating bi-weekly project status update meetings and executive summary rollup.

Analyze Computer Telephony Integration call flow process and document system requirements which led to 17 second handle time reduction. Analyze business process and documented requirements to deploy CRM software application to division focusing on elderly. Conducted time studies, auditing and quarterly near and offshore site visits to identify opportunities and make recommendations to senior management. As Six Sigma Black Belt, managed implementation of new quality calibration and audit-the-auditor processes resulting in reduction of rework, improved adoption and communication between quality and service organizations. Created analytics simulation tools enabling the web portal and automated phone system teams to better target and prioritize enhancements to meet customer needs. Lead Six Sigma project which lead to identification of Coordination of Benefits (COB) process improvement opportunity documenting business and testing requirements utilizing use cases enabling external vendors to run outbound call campaign leading to a significant reduction in provider calls. Identified four initiatives that account for 47% of the repeat provider calls, documented current and proposed business process as well as system enhancement requirements utilizing use cases.Published in, “First” (monthly news brief), the results of process standardization efforts.

Coached and developed team to meet and exceed personal and departmental unit cost objectives. Conducted tool proposal, analysis, selection and approval process for workforce management solution. Led project to centralize operations functions for call center units and field offices to reduce redundancy and create a centralized operations hub resulting in significant savings.

Conducted process analysis and assisted in writing requirements for multi-channel, (chat, e-mail and telephonic) CRM tool enhancements (Quintus/Avaya’s Interaction Center) on a client-by-client basis. Developed test scripts and managed resources responsible for user-acceptance testing CRM tool. Developed databases to track escalated issues, quality scoring and Advocate coaching and development resulting in enhanced monthly performance feedback, quality assurance and improved client satisfaction by addressing client issues more proactively. Led team of analysts to ensure quality deployment, supporting healthcare client’s e-commerce initiatives ensuring all assigned client performance guarantees met or exceeded. Implemented performance measurement program resulting in a productivity increase of 11%.

Consulted with managed care sales teams and national managed care clients around data integration and disease management best practices. Elicited and defined requirements working with teams of pharmacists, physicians and nurses to define business requirements for disease management programs. Designed, developed and deployed reporting tools. Led the analysis, design, development, and implementation of national sales data report tool.Conducted analysis and documented business requirements facilitating restructuring of clinical data mining and analytic system architecture migration from Sybase to Oracle contributing to a savings of $800,000/year. Conducted analysis and documented business processes and requirements for system initiatives and participate in user-acceptance testing. Conducted analysis for enterprise-wide initiative aimed at reducing call volume, the first six saving $1.15 million/yr. Wrote business and testing requirements and evaluated initiatives which surpassed estimates.Managed and mentored team responsible for conducting analysis, design, testing and providing software solutions (desktop/call tracking, IVR and knowledgebase) and support for multiple call center locations, ensuring unit cost objectives were exceeded.