Low-cost airline with most recognized brand for over-the-top customer service. Key Accomplishments:* Successfully implemented Salesforce Service Cloud for C360 Live Chat for SWA Call Centers.* Successfully implemented Salesforce Service Console for 4000+ CS&S and CR Reps.* Successfully implemented Salesforce Experience Cloud and Communities Connect with Us, Einstein ChatBot, and CDC Customer Attestation pages.* Successfully led Crew Solutions Agile Transformation roll out, totaling 200+ onsite and offsite team members.* Successfully developed and implemented business demand intake processes.* Negotiated contract with new Managed Services Partner and implemented new Managed Services Model.* Built high-performing, quality-minded, and award-winning technology teams.* Successfully delivered multiple complex programs and projects that spanned in-house and vendor solutions.

Multibillion-dollar public company offering small business and home security solutions.Key Accomplishments:* Successfully developed and implemented business demand intake process as part of Agile Transformation.* Drove adoption and execution of new Scrum process that resulted in predictable implementation of monthly application releases for Field-Force and eServices portfolios.* Led new design and feature implementation of MyADT.com, which resulted in reduced call volume to Customer Care centers and increased customer self-service.* Led new VUI design and feature implementation of IVR system, which resulted in enhanced and predictive intent routing of calls for customers to pay bill via credit card/ACH, put alarm on test, and account management. The new application allowed placing customers to correct Customer Care Specialist(s) with reduced customer transfers.* Led new mobile solution for installation techs resulted in 45% productivity gains and $2M+ annual cost savings.* Delivered critical initiatives involving automated two-way radio activations of home security panels; automated electronic timecards for union based technicians; rules-based job scheduling software to schedule install and service technicians. Resulted in new architecture platform foundation for 3rd Party integrations.* Established Center of Excellence scrum application development team that consisted of high performing developers, business analysts, and quality assurance resources. * Developed daily metrics for development and quality assurance as part of scrum process that was rolled up into Executive Dashboard to provide near real-time status for Sr. Executive Leadership.

Low-cost airline with most recognized brand for over-the-top customer service.Key Accomplishments:* Led Aircraft Operations Teams into new agile SDLC operating model of plan-build-run that resulted in predictable implementation of monthly application releases for business customers.* Trained staff of 50+ in agile points estimation for strategic and tactical projects.* Developed solid relationships with Crew and Operational Systems Departments that resulted in establishing a clear 3-5 year strategic plan using technology solutions.* Renegotiated vendor contract for POS hand-held devices that resulted in reducing costs by $100K* Developed solid relationships with Safety and Security Departments that resulted in establishing a clear five year strategic plan using technology solutions.* Consolidated testing and release management tools reducing costs by $250K.* Over $1.2 million saved in ROI through enterprise test data application implementation and support* Over $7 million and 180K hours saved in ROI through test automation implementation and execution for 2008 & 2009.