Embedded with client teams to provide agile leadership, and to serve as ScrumMaster as required. Helped development teams be successful by improving the quality of their requirements and development processes. This involved knowing the team, and their work and capabilities, and representing them to other teams in the organization. Success was measured by producing quality features, especially in cases where technical dependencies existed between their application streams and others owned by other teams.

Managed multiple concurrent operations, i.t. and marketing projects for back office and contact centerDirected all communications for multi-year $100M technical upgrade impacting 1.3M customers, including contact center training and processesDocumented and managed requirements for i.t. and operations projects directly impacting customer applications and contact centers, involving applications, incentives, training and complianceMonitored projects company-wide to ensure no negative churn impact may resultFunctioned as primary operations and systems SME for customer retention department

Full-time MBA student concentrating in marketing analytics.President - Trulaske Consulting Association, a student organization seeking to expose students to the consulting profession through training, real world consulting projects with local businesses, case competitions, and networking with industry professionals.Winner of 2013 Trulaske College of Business MBA Business Case Competition. Competitor in 2013 inaugural SEC MBA Case Competition, sponsored by AT&T. Vice President of Industry Trends - Crosby Analytics Society, an MBA organization focusing on business intelligence, big data, and all things analytics. Crosby MBA Program Student Ambassador - Assisting with student recruitment, program events, employer networking, and other activities intended to strengthen the Crosby MBA brand.Student Representative to MBA Policy Committee - One of two MBA candidates on a committee comprising senior faculty and administrative staff. Tasked with understanding and representing the student perspective on areas including curriculum design, admissions, registration policies, etc.

Defined scope, requirements and business rules for data-rich projectsPlanned future project phases by identifying business objectives and scalability issuesCoordinated tasks between technical team members and business unit managersIdentified and validated defection triggers for wireline business customers

Served cross-functional scrum team producing interactive mini games used to teach children English as a second languageWorked with product owners to maintain backlog and user stories and facilitated sprint planning and trackingWrote and produced technical documentation for both internal and end usersCoordinated and tracked day-to-day efforts of newly formed international team during an intense period of product scoping and planning

Managed corporate email marketing program, including list management and segmentationContributed copy and design elements for print and digital publishing of company marketing materialsDirected outsourced translation and localization for all print and online projects company-wideOwned training and documentation for complex commission compensation planDeveloped, implemented and tracked integrated marketing campaigns for various company initiativesPlanned events and managed vendor relationships and purchasing processes

Developed requirements for projects to improve various customer-facing applications and contact center processes for existing and new marketsTrained customers and contact center agents on new programs, processes and productsServed as primary SME for top customers, affiliates and corporate staff in fifteen countriesManaged and contributed to creation of promotional materials for distribution to customer baseMaintained detailed monthly KPI reports and made frequent presentations to executive team

Supervised shifts of up to 30 contact center agents tasked with receiving orders and providing customer supportMonitored agent performance for quality control and to identify coaching opportunitiesProvided daily ongoing training on products, programs and customer service best practicesAssisted with event planning and execution