William Sigmund, Crts, Csm, Cspo Email & Phone Number

Valrico, Fl, Us

Sun City Center, Florida, United States

United States

◈ Mentor & provide strategic and tactical direction, exert positive influence, and serve as an escalation resource.◈ In partnership with the business and cross-functional partners, provide business and technical subject matter expertise to lead medium to large complexity programs delivering on systems experience strategy for the Frontline across multiple products or a large, complex system.◈ Create, own, and/or approve systems experience roadmap for functional area informed by broad knowledge of the systems, user groups, and stakeholder groups. Own execution, communications and prioritization,◈ Guide and make decisions on the development and design of the systems experience; inform usability and functionality as it relates to employee and customer experience. Advocate for and protect the employee and customer experience throughout the program.◈ Communicate with executive leadership, business partners, and stakeholders on program and product status and cross-functional issues and escalations impacting the program and/or production systems.

Tampa, Florida, United States

Manage the strategic alignment of the system experience with the implementation of new products and processes throughout multiple organizational projects and executive business leadership teams to ensure the highest level of customer satisfaction. Developed comprehensive product experience strategies, utilized data-driven insights, and analyzed customer feedback to improve business results.◈ Provided strategic business and technical subject matter expertise to lead medium to large complexity programs. Delivered systems experience strategies for the Frontline across multiple products and large complex systems.◈ Onboarded, coached, and fostered team member growth through one-on-one sessions emphasizing cross-functional team learning and continuous development.◈ Documented product roadmap & customer experience journeys and user stories that aligned with the product vision including business casing, analysis, funding estimates, proposals, and concept initiation.◈ Collaborated with stakeholders to define product success metrics and conducted focus groups and human centered design meetings with employees and customers to understand product needs, documenting them as Jira user stories.◈ Maintained Product Backlog and worked with Development teams to assign user stories to sprint backlogs.

Greater Tampa Bay Area

◈ Team Management and Agile Methodologies: Managed a 5-member product manager team using a waterfall delivery framework, orchestrating agile ceremonies such as backlog refinement, sprint planning, and sprint reviews. Emphasized agile and Scrum methodologies to achieve efficient product development and goal attainment.◈ End-to-End Product Lifecycle Oversight: Oversaw the complete product lifecycle, leveraging data-driven decisions based on performance metrics and customer feedback. Ensured effective communication and coordination among cross-functional teams for successful product development and launch, emphasizing user experience design, product performance metrics, and continuous improvement initiatives.

Tampa, Florida, United States

◈ Enterprise Project Management and Integration: Directed and executed enterprise projects, achieving substantial cost savings and seamless integration of the Sun Com Service Desk into T-Mobile operations during the 2008 Sun Com Wireless acquisition. Leveraged strategic planning, budgeting, and risk management techniques to ensure successful project execution.◈ Complex Project Leadership and Cross-Functional Management: Led complex and high-impact projects, defining clear goals and managing cross-functional project teams. Allocated resources and monitored budgets, ensuring adherence to quality standards and timely project delivery, emphasizing effective stakeholder communication and change management strategies.

Tampa, Florida, United States

Oversaw the coordination between Project Managers, Stakeholders, and development teams to successfully deliver enterprise projects, emphasizing Tier 1 support, self-service solutions, and reporting while leveraging HDI - ITIL v3 Foundation principles.◈ Analyzed incident ticketing reporting to identify trends that qualified for self-service solutions and documented requirements for transitioning inbound callers to online self-service intake forms.◈ Responsible for documenting business requirements and translating them into technical specifications.◈ In securing project funding, I collaborated with the project team to implement online self-service intake forms. This initiative led to a substantial annual reduction in Service Desk calls by 10% and decreased call duration times for employees.

Tampa, Florida, United States

Support frontline analysts throughout project lifecycle to deliver proprietary software applications & telephony solutions.◈ Led projects that delivered Knowledge Database (Primus), Remedy Incident Management systems & reporting solutions.

Tampa, Florida, United States

◈ Provided exceptional tier 1 system support for internal employees reducing operational downtime through proactive monitoring and quick response to system-related issues.

Tampa, Florida, United States

◈ Provided customer support, utilizing negotiation skills and value-added analysis to retain customer relationships and enhance business outcomes. Merit awarded by leadership for the successful delivery of a lost & stolen device program, providing impacted customers with temporary handsets.

Business Administration, Management And Operations

High School Diploma, 10-12