Terry Mcgovern Email & Phone Number

Wrentham, MA, US

• Analyze voice of the customer data and user data to identify customer pain points and reduce friction
• Own and drive backlog grooming and management, prioritize user stories, create acceptance criteria and drive testing and delivery
• Prioritizes work within an agile team and maintain a backlog of future work for consideration/prioritization
• Identify features, objectives, risks and dependencies for program increment planning
• Work with front line stakeholders for production readiness activities
• Establish metrics and key performance indicators to measure success

Providence, Rhode Island, United States

• Analyze voice of the customer data and user data to identify customer pain points and reduce friction
• Own and drive backlog grooming and management, prioritize user stories, create acceptance criteria and drive testing and delivery
• Prioritizes work within an agile team and maintain a backlog of future work for consideration/prioritization
• Identify features, objectives, risks and dependencies for program increment planning
• Work with front line stakeholders for production readiness activities
• Establish metrics and key performance indicators to measure success

• Lead new Artificial Intelligence Program within TIAA, specifically a new Chatbot product to assist TIAA customers in our transactional space
• Responsible for budget and software vendor relationship
• Document best practices and implementation roadmap for all Chatbot deliveries
• Establish metrics and key performance indicators to measure success
• Provide training across the enterprise on how to utilize the Chatbot capabilities and understand supervised machine learning to best put the product to work for our internal customers
• Submitted patent application for a one of a kind supervised machine learning workbench

Boston, MA

• Recruited to manage projects using agile methodologies.
• Lead a tactical team to analyze and improve the digital completion rates for transactions for the TIAA secure site using analytics and voice of the customer feedback
• Adopted the Scaled Agile Framework to deliver projects
• Created product roadmaps to deliver solutions incrementally to better learn from our customer base and improve our customer experience
• Drive the development of project plans and delivery activities to realize project objectives within budget, quality and time constraints. All projects have been delivered on time and under budget with a customer.
• Create appropriate project documentation, balance stakeholder needs, and effectively negotiate tradeoffs between scope, schedule, and budget as well as practice best in class communications with stakeholders.

Waltham, MA

• Recruited to develop and implement strategic plans, resulting in process improvements and improved service levels
• Oversaw the day-to-day operational aspects and served as program/project manager for change order projects for Xerox’ (formerly ACS) largest government client.
• Acted as OmniPlus subject matter expert regarding the application of business objectives and alternatives for service delivery.
• Conducted process reviews to leverage OmniPlus features to gain efficiencies.
• Built effective liaisons to manage the transition from project implementation to ongoing client delivery.
• Managed client financial accounts, including invoice creation, timely receipt of client payments, and other P&L responsibilities.

• Project manager tasked with the deployment of successful implementation of Adaptive Engineering software solutions in a call center environment
• Successfully led design, development and launch of a new beta web site.
• Communicated status internally and externally for all deployments to ensure project stakeholders could make informed decisions.
• Assisted in sales final presentations to prospective clients.
• Proactively anticipated issues that could put a deployment project at risk so measures could be taken to mitigate those risks.
• Planned and tracked project schedules to ensure milestones were met.

• Managed budgeting for product lifecycle enhancements for suite of technology solutions
• Worked with product development team and business sponsor to write scope documents for release items to ensure that functionality met the business need and requirements were clear and well documented.
• Worked with Business Analysts to complete Functional Requirements resulting in concise requirements for development.

• Recruited as senior member of team responsible for the migration of existing client base from OmniPlan to OmniPlus. A $20 million project brought in $4 million under budget with a team consisting of approximately.
• Migrated full book of business of approximately 1 million participants from OmniPlan to OmniPlus.
• Conducted process gap analysis for each plan conversion and identified operational risks of either a financial or PII (Personally Identifiable Information) nature and put in place measures to close those risks.
• Conducted gap analysis between inherent OmniPlus capabilities and OmniPlan custom programs.
• Developed Omniscripts and reports in order to verify data conversion.
• Planned and scheduled client migrations and corresponding resource assignment.

Quincy, MA

• Creator of suite of internet based solutions tools to enable retirement fund transactions (transfers, rebalancing, etc.) Member of the initial team from Benefit Systems Technologies that merged with Pyramid Digital.
• Member of management team that led Pyramid Digital Solutions to the Inc Magazine list of 500 fastest growing companies in 2000 and 2001.
• Managed a team of implementation project managers responsible for implementing Pyramid’s suite of products.
• Key contributor to sales, pipeline development, client onboarding process system design and implementation, and customer service.
• Served as project manager for Pyramid’s most sensitive clients to ensure these customers would remain with Pyramid.
• Training of call center end users.

Boston, MA

• Recruited to coordinate the efforts of the operations, information technology, communication, and legal functions of the firm on new business and upgrade projects.
• Developed business requirements and technical specifications.

New York, NY