Ronald Capers Email & Phone Number

Blue Bell, PA, US

Feasterville-Trevose, Pennsylvania, United States

• As Senior Program Manager, I lead the creation and execution of program strategies, institute stringent quality control procedures, and liaise with cross-departmental teams to dissect data, discern patterns, and.
• Oversaw the development and delivery of a return-to-work application during COVID to ensure employee works on-site with no health risk exposure.
• Led the execution of our Data Warehouse rebuild project to achieve significant cost savings worth $1.8M and increase data quality by 250%.
• Coordinated efforts to optimize release engineering process, introducing CI/CD pipeline to expedite deployments to production by 50%.

Wayne, Pennsylvania

• As Senior Consultant (Program, Technical Project Manager), I spearheaded all aspects of project management for a diverse portfolio of 15 client projects, encompassing application development and infrastructure.
• Orchestrated technical delivery management for SEI, in the development of a new application aimed at optimizing accounting processes. Liaised cross-functionally with accountants to create software and analyze intricate.
• Conveyed coding requirements to developers and articulated business requirements to end-users.
• Employed strong financial equity to manage budgets of up to $1M, while providing leadership to engineering and development teams of about 35 members, resulting in successful delivery of 95% of projects within budget.
• Headed a technical project for the development of GSK's My Quit app. Crafted a product roadmap for 2018, managed a team of 10, and a budget of $500K. Engaged with product owner, resulting in a notable increase of.
• Stepped in and overhauled a challenging $100K contract with a dissatisfied local business. Showcased exceptional problem-solving and client relationship skills, ultimately leading to extension of contract through 2018.

Philadelphia, Pennsylvania

• At Turnberry Solutions, I led SDLC and UX Design efforts as part of a 6-month contract with Comcast's Digital Center of Excellence UX team, delivered concise program updates at a high level to senior leadership, and.
• Steered a project portfolio comprising 30 projects, including UI enhancements, redesign initiatives, and functionality design, among others, all within Comcast Business Services website, achieving a 50% reduction in.
• Collaborated with UX Design team to refine program strategy and project scope, while actively contributing to prioritization of product backlog in liaison with product owner team.

1701 JFK BLVD Philadelphia PA 19103

• Developed technical and business requirements for new tools that intended for expediting the Service Delivery flow for new products that emphasized the Voice of the Customer
• Execute demos at the end of each sprint with business team and product manager.
• Plan and track the user stories, iterations and releases, and communicate status of stories, tests, defects, and commitments in Rally.
• Partnered with the product manager and stakeholders, to break epics into feature sets for faster development and deployment.
• Develop and implement test protocols and conduct end to end testing to evaluate design changes, product improvements and cost reduction opportunities.
• Reduced customer service escalation SLA by 150% through implementing a 24hour response time for all escalations

1701 JFK BLVD Philadelphia PA 19103

• Prioritized and directed work assignments and team resources. Monitored and created project deliverables. Maintained communication with stakeholders through status reporting. Addressed problems through risk management.
• Developed, maintained, and managed detailed project plans for action item registers and major milestone timelines for all assigned projects to create a new order management system that resulted in a 25% increase in.

1701 JFK BLVD Philadelphia PA 19103

• Project Manager of Service/sales fulfillment initiative to drive optimization of the sales process for all advanced commercial products.
• Developed, maintained, and managed detailed project plans, action item registers, and major milestone timelines for all assigned projects.
• Provided overall prioritization and director of work assignments, team resources.
• Monitor and created project deliverables.
• Maintained communication with stakeholders.
• Addressed problems through risk management and contingency planning and gave solutions or options to senior leadership.

Mt. Laurel New Jersey

• Promoted to National Technical Manager in 2011
• Reduced data overage charges for Xfinity Home by 20% through initiatives that identified the causes of over use
• Reduced escalation time by 25% on Cable Card installation and support after the FCC mandate in 2011
• Ensure competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.
• Ensure achievement of all product, system, team, and individual National Tier II goals of support.
• Responsible for the successful rollout of new products during the incubation phase.

Greater Philadelphia Area

• Reduced abandonment rate of calls from 11% to 1.9% within 90 days of restructured call handling processes
• Improved SLA rate to 86% while maintaining an occupancy rate of 80 - 82%
• Reduced AHT for the center by 28% within 120 days from a center average of 250s to 180s per call.
• Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user.
• Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling.
• Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and.

Mt. Laurel New Jersey

Horsham, Pennsylvania