Manage relationships among business teams, IT development organizations, and external vendors. Involved in IT business analysis, product management, and vendor engagement/management for GM Digital Retail Platform. Participate in business Program Execution processes, Governance Boards, Legal, Compliance, and Data Governance activities.

Manage relationships among business teams and IT development organizations. Responsible for IT business analysis, product management, program portfolio planning/management activities, budget management, PO management, and vendor management for GM Connected Showroom and GM Dealer Success Tools. Participate in business Project Execution processes and Governance Boards. Lead/participate in Legal, Compliance, and Data Governance activities.

Functioned as primary liaison among corporate IT teams, business operations teams, and IT development organizations for all IT issues, to ensure thorough and consistent communication. Provided IT Program Management, in order to facilitate effective project throughput and implementation. Worked with business and IT teams to resolve data, application, and file transmission issues, to provide enterprise-wide IT service coverage. Worked with business operations team to define and prioritize requirements for program and projects, to ensure all IT tasks are given the proper level of attention and urgency. Responsible for Business Analysis and IT Product Management of GM Owner Center, GM Social Media, GM North America Contact Center, GM Voice of the Customer (VOC), and GM Global CSI programs.Key Achievements:• Managed implementation of new Social Media SRM/CRM interface• Managed implementation of Social Media KPI scorecard reporting system• Managed migration of system integrations to new Social Media application supplier• Managed implementation of Enterprise Data Warehouse platform for US Contact Center• Managed implementation of new dealer and field dashboard platform for the Voice of the Customer Program• Managed creation of the Voice of the Customer Program

Functioned as primary liaison among corporate IT team, business operations team, and client IT organizations for all IT issues, to ensure thorough and consistent communication. Provided IT Project Management for business operations team and client IT organization, in coordination with corporate IT team, in order to facilitate effective project throughput and implementation.Worked with client IT organization to resolve data, software, and file transmission issues, to provide enterprise-wide IT service coverage. Investigated software issues in order to facilitate rapid and effective resolutions. Worked with business operations team to define and prioritize IT implementation projects and technical issue resolutions, to ensure all IT tasks are given the proper level of attention and urgency.

Managed Covisint/Compuware client relationship, contract implementation, P&L, and yearly financial outlook to provide industry leading customer service and ensure profitability. Acquired new business and grew existing portfolio to increase revenue.Worked as liaison between client and delivery teams to cultivate effective communication. Oversaw delivery organization Process Area Lead and contract to ensure excellent service delivery. Worked with delivery organization in creating implementation plans to verify project requirements are met.Key Achievements:• Successfully migrated global support organization, client data, and 3 contact centers without degradation of customer service metrics or Service Level Agreement (SLA) performance • Negotiated terms and co-developed new pricing strategy for 3 year contract extension in July, 2010• Met or exceeded global contract SLAs every month

Supported yearly revenue pipeline in excess of $100 million. Supported Sales team in large sales deals to facilitate comprehensive, timely responses. Interfaced with client Managers to provide full customer service support.Facilitated service request responses in order to meet response SLA and revenue targets. Produced ITSR response financial documents to provide financial integrity. Managed ITSR status and ITSR pipeline reporting to ensure proper financial reconciliation.Key Achievements:• Successfully managed 200% ITSR workload increase with no negative response impact• Successfully met contract stipulated response SLAs every month

• Maintain and enhance program metrics plan• Maintained and enhanced idea tracking tool• Maintained and enhanced metric reporting tool• Facilitated idea development and presentation, engaging SMEs and leaders as necessary to validate and prioritize work on the ideas• Coordinated idea “campaigns” to stimulate idea submission for targeted topics

Managed application and IVR incidents to facilitate rapid resolution and service restoration. Incident management liaison for General Motors (GM) staff and technical teams, providing cohesive communication. Documented and reported all incident management and resolution efforts. Communicated security patches required for system infrastructure to facilitate awareness.Verified system infrastructure security to ensure compliance with GM Information Systems and Services (IS&S) requirements. Defined Incident and Security Management processes to provide consistency and standards. Provided SME services to GM Credit Card system migration to ensure system support.Key Achievements:• Part of team that migrated GM Credit Card system and support to new supplier

Managed GM’s Roadside Assistance and Customer Assistance Center data interfaces to ensure data integrity. Provided interface support and expertise for projects to facilitate successful completion. Primary liaison to/for other GM IS&S system support teams for smooth information exchange.Performed impact analysis of interface modifications to allow for proper scope of work. Led application and interface decommissioning to ensure seamless transition. Managed development and enhancement projects to provide IS&S oversight. Interfaced with supplier, government, and third party vendor personnel to provide expertise.Key Achievements:• Implemented data feed to GM central data repository for U.S. Government TREAD Act compliance• Oversaw successful GM Roadside system data and interface migration to new supplier

Site Lead, Technical Lead, and developer for web sites and projects. Worked with interactive agencies and technical teams to ensure all website content was up to date, implement new ecommerce and customer service technologies, and manage user site experience. Utilized system development process sets for business and technical operations and implementations. Worked with object and data models/diagrams, application code, and databases. Facilitated meetings with clients, program/project managers, interactive agencies, and team members. Liaison between clients and technical teams. Provided wide ranging support for GM BuyPower, GM Celta, GM Credit Card, Retail Inventory Management System (RIMS), Pontiac, ACDelco, GM Goodwrench, Chevrolet, and Cadillac.Key Achievements:• Technical Lead for GM Credit Card website launch• Sub-Project Lead for team that implemented industry first website to facilitate full vehicle purchase process via the internet (GM Celta)

Managed outbound telemarketing daily operations for GM Card Director of Operations. Assisted in yearly account build planning and monthly reporting. Provided and analyzed telemarketing vendor statistical reports. Developed technical documentation, research guidelines and audit procedures. Coordinated vendor file transmission audit and quality assurance. Participated in validation and enhancement of GM Card databases.Key Achievements:• Co-developed Acquisitions Activation report to measure account activation rate and project revenue

Worked with GM and dealership personnel to resolve vehicle eligibility issues. Coordinated policy payments through GM departments to ensure funds were issued. Worked with Overseas Military Sales Corporation to facilitate payment for vehicles they sold. Recommended GM Card and GM Billing and Accounts Receivable System (BARS) corrections to improve GM Card program. Monitored Medium Duty Truck payment process to remain aware of any issues that arose.Key Achievements:• Developed complete DCS Coordinator Operations Guide for processes and procedures• Co-developed Overseas Military Sales Corporation redemption process

Assisted corporate traders with daily activities. Documented transactions and expedited reports to relevant departments. Ensured transaction compatibility using participants' documents. Assisted in monitoring daily cash flows in excess of $10 million. Assisted in compiling reports detailing daily transactions, credit ratings, etc.