Richard Thorn Email & Phone Number

Redmond, Washington

Sr. Program Manager on the Azure Resource Manager (ARM) team focused on bringing the best customer experience to all aspects of Azure. Primary responsibilities are owning and delivering Azure’s Organizing Resources scenarios. Organizing Resources scenarios include ARM products as Resource Tags, Management Groups, and other graph objects. Work with multiple internal and external teams to drive design and implementation of featured experiences. Look to create lasting relationships with customers by understanding their needs and goals for using the Azure platform. Discuss customer goals, built feature backlogs focused on delivering customer value, and work directly with engineering teams to implement features. Key Accomplishments-Owning PM of the service Azure Management Groups. Worked with the development teams to build and ship a new service that allows Azure customers to scale their environments. This was a major ask from the Azure customers and is the backbone for the Azure Governance Story. Continue to own and improve the service in a Live status deploying over 45 new back end and front end improvements. -Implemented new support triage, backlog, and implementation process focused on the improvement of customer support experience. This include facilitating monthly review meeting with internal teams and EVP of Cloud + AI. This has resulted in a 45% increase in ARM First Day Resolved (FDR) KPI and a 30% increase in Customer Satisfaction rating (CSAT). -Designed and implemented new enterprise cost reporting features and experiences that allow customers to see actual subscription costs directly in the Azure portal.

Horsham, Pennsylvania

Work intimately with company stakeholders, which include Executive Members, Chief Information Officer, Chief Technical Officer, Technical Team and Business Team Vice Presidents to comprehend and then execute their needs that align to Company's Priorities. Use Statistical Analysis to forecast and plan on how to execute team's vision efficiently. Constant communication with technical teams executing the vision to understand progress and also provide guidance where needed. Provided Agile Coaching to teams in various stages of maturity. Key Accomplishments: - Working with Leaders of the company, built a new more narrow vision for the Identity and Access Management Development Team that has resulted in the increase of delivered value by 63%. -Conceptualized and Executed a new Mobile Application Program that was so successful it was converted into a new Customer Experience Program that included Website and Mobile Application redesign.-Developed Critical Client Vision and Roadmap for Annuity Products that account for 40% of Penn Mutual's Revenue. -Founding Member of the Organizational Agile Scaling Team which entails executing change throughout the Organization. -Founded the Scrum Master Guild to allow Scrum Masters Across the organization to collaborate and discuss topics at hand with agile teams.

Horsham, Pa

Program and Team Leader that focused on the development of the Sales Compensation Systems and the surrounding infrastructure. Worked with the Stakeholders and Development Team to make decisions on product enhancements, the structure of the product, and the release planning. Created a backlog of changes and enhancements that were kept prioritized and updated by allowing for effective communication between all interested parties. Implemented and administered a Corporate Wiki that would encourage corporate-wide collaboration and communication. Key Accomplishments: -Created new backlog management process that allowed the team to increase transparency and delivery of features to the business. -Increased the frequency of software releases from 2 release packages a year to 11 release packages a year. -Managed and oversaw the implementation of multiple custom software releases which included over 200 individual changes that resulted in a 75% increase of user productivity. -Was appointed the Technical Lead on a multi-million dollar project to completely overhaul the subsidiary companies back office systems. This included coordinating and overseeing a large breath of the technical development and testing teams, along with multiple Third Party Vendors. -Increased the user adoption of the corporate wiki from one department to over 50% of the company having active daily users

Horsham Pa

Started working in the department as a New Account Associate and was quickly promoted to the lead associate responsible for the 800 customer service line for the Financial Firm. Managed a team of associates that answered, listened, and resolved questions from our end clients and field force. Responsibilities were tracking SLA' s, reporting on open items, and resolving escalated cases.Key Achievements-Implemented new tracking system that allowed for better statics on SLA' s, Open Items, Aged Items, and other metric critical for following on a Customer Service Desk.-Worked directly with Customers on frequent basis by understanding their needs, then making changes to the team and dynamics to allow for the best customer service

Lead associate responsible for the 800 customer service line for the Financial Firm. Managed a team of 4 associates that answered, listened, and resolved questions from our end clients and field force. Responsibilities were tracking SLA’s, reporting on open items, and resolving escalated cases.Key Achievements• Implemented new tracking system that allowed for better statics on SLA’s, Open Items, Aged Items, and other metric critical for following on a Customer Service Desk.• Worked directly with Customers on frequent basis by understanding their needs, then making changes to the team and dynamics to allow for the best customer service