Jamie Fetzer, PMP

Experience

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  Rockwell Collins

  Jun 2012 - May 2015

  •Assigned a small group of team members with the task of closing 70% of open incident tickets within finance and project systems in 6 months, volunteered as lead•Work mainly with FI configuration tickets with varying errors to quickly deliver results to our business users•Identified as FI/CO and Project Systems representing team member to perform data validation for Disaster Recovery•Partner with senior members to increase my all over knowledge of SAP FI/CO and its influence in other SAP areas•Assisted other business units by using Lean methods to improve their business processes Show less

  • Business Integration Analyst, SAP Finance and Project Systems

    Jul 2013 - May 2015

  • Learning Specialist- Change Management Organization

    Dec 2012 - Jul 2013

  • Business Integration Analyst- SAP Sales and Distribution

    Jun 2012 - Dec 2012
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  Athenahealth

  Jun 2015 - Mar 2020

  Strategic Partner Manager/ Project Manager•Complete various initiatives almost always cross-functionally, including leading process improvement sessions and project management •Manages the full relationship with the largest national lab ($2.7m annual revenue) on all relevant business operations initiatives across the company, including delivery and execution of cost benefit analysis, project plans, communicate status updates, project artifact creation•Lead the effort on orders optimization across the whole national lab by working with 6 divisions simultaneously, helping to increase their overall OOI rate by 2.35% in 2 quarters (mutual benefit) and allowing the lab to see $300,000 in annualized savings (client benefit)•Clean up all invoicing to ensure we were charging accurate amounts in line with relevant regulations and found ~$26,000 of clean up opportunities by partnering with compliance, legal, and sales operations•Develop 2 SOPs and 3 interaction models for our team to be able to work more efficiently with others in the organization and provide documents in centralized repositories for easy use•Onboard and provide guidance to new team members on best practices, curriculum development, training session coordination, and weekly 1:1s for guidanceJob Share with our Offshore Operations Team:•Successfully transitioned a full work stream from a stateside team to an athenahealth India team in 3 weeks, including project plans, resource planning, leading training sessions, escalation management, stakeholder engagement, and monitoring and creating metrics after to ensure success continued•Own all documentation creation, organization, and process improvement initiatives, including SOP development and implementation for the Offshore Operations team•Successfully project managed an initiative to clear out a backlog of 500 tasks, including creating documentation framework and scheduling and resource assignments Show less

  • Strategic Partner Manager, Project Manager

    Nov 2018 - Mar 2020

  • Senior Strategic Partner Associate

    Jul 2017 - Nov 2018

  • Senior Project Manager

    Jul 2016 - Jul 2017

  • Project Engineer

    Jun 2015 - Jul 2016
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  Instacart

  Apr 2020 - Feb 2024

  - Oversee and coordinate the Leadership Team's strategic planning, including monthly reviews, offsites, and all-hands meetings to ensure alignment and progress- Drove high-impact, high-complexity P0 and confidential strategic initiatives in a fast-paced, agile/waterfall hybrid environment to prepare all aspects of the Customer Experience organization (12 distinct teams) for success and scalability- Collaborate cross-functionally around the company on large initiatives to act as the POC for our entire organization- In charge of a multi-phased program to analyze and downsize our BPO network to meet the current needs of the business, resulting in $1.4m of annualized savings - Develop and implement standardized PMO best practices for our team to follow, and share with cross-functional teams who want to adopt them or learn more. Includes reporting, project planning, and risk mitigation strategies.- Implement and own a collaborative program between CX and Product to have live interactions, brainstorming sessions, and contact handling (CX Immersion Program)- Lead the Instacart+ Retention Program that resulted in $4.4M worth of savings to the company through data and policy analysis and changes- Lead and launched an initiative for appeasements in 5 days that resulted in a cost savings of $250,000/week ($13MM annualized) for the company- Increased customer satisfaction rates by 1.3% by implementing a program related to skills-based contact routing across our BPO network after conducting root cause analysis on common issues- Reduced average handle time for customer contacts by 20% and shopper contacts by 14% by leading the initiative to auto-dismiss chats after inactivity Show less - Lead a variety of projects, mainly P0s, across the Care organization that result in improvements for customers, shoppers, BPOs, and/or our retailer partners.- Created all processes and lead the initiative to add 13,000 BPO agents to our network at the beginning of Covid to provide faster and more efficient onboarding for all future classes, which is still used today- Centralized contacts at specialized BPOs 5+ times, which includes coordination and launch across 10 teamsAll projects require constant collaboration between a variety of teams, which can range anywhere from 2 to 12 for any given project. Timelines also range from a few days implementation up to multiple months depending on the scope and needs of the business. Most projects involve making sure our processes are accurate and easy to follow, coordinating training development and execution, making sure we have the right agents at the right location, and coordinating everyone for successful, on-schedule launches. Show less

  • Senior Manager, Staff Project Management/Chief of Staff to VP

    Apr 2021 - Feb 2024

  • Project Manager, Program Management Office

    Apr 2020 - Apr 2021
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  Varsity Tutors, a Nerdy Company

  Jun 2024 - now

  Director, Program Management | Strategy Development | Process Improvement

  - Act as a consulting partner to the Head of Government Relations, focusing on streamlining all aspects of the organization and driving efficiencies through the use of AI- Establish the first cohesive update to ensure leadership awareness of all programs and show our attention to detail- Led the RFP team through a full process revamp to create the first cross-functional standard operating procedures (SOPS) and drive better outcomes with faster results, and ensured the seamless integration of the SOPs across all stakeholders- Collaborate with the C-Suite regularly to strategically plan through the organization's future goals, focus areas, and provide leadership on prioritization - Own and manage multiple projects/programs simultaneously, while ensuring regular communication with all stakeholders Show less