Melissa Dean

Experience

• 

  FurtherEdge

  Mar 2006 - Jul 2008

  Systems Analyst/Developer

  Worked as an Analyst/Developer in Intellequity Corp. (now Furtheredge) and has over 2 years of experience in various areas of Systems Analysis & Design and Software development with concentration in programming languages: ASP, Visual Basic, VBScript, Javascript, and SQL- based programming. I was also responsible in requirements gathering, analysis, development, QA and integration of some of the modules/features for HR Management System: Benefits Admin, Time and Attendance, Training and Development, Personnel Information.Projects included local clients such as Monde Nissin and UNILAB. Show less

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  GXS

  Jul 2008 - Nov 2013

  Managed the day-to-day activities associated with a Fortune 500 pharmaceutical company, including planning, organizing, monitoring and monitoring requests using the ServiceNow tool.Acted as the customer’s Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources. Managed escalations and coordinated with different teams to prioritize work, meeting accelerated deadlines.Effectively coordinated between Cardinal and GXS teams to maximize efficiency and manage expectations for work that was lower priority while insuring all work was completed within agreed upon SLA’s.Drove continual process improvements to achieve business goals and maximize customer service. Built executive/senior relationships within customer and understood the customer’s business practices/procedures, business drivers and corporate culture. Ensured continued alignment with and the objectives of the customer.Addressed any customer satisfaction issues across the customer’s organization and follow upCommunicated delays, implemented risk mitigation and quality control. Identified roadblocks at GXS that were not compatible with Cardinal, coordinated between leaders to negotiate solutions and followed through resolution.Maintained and continually strive for process improvement to ensure proper project documentation and reporting. Reported project status and SLA to the onshore Senior Delivery Manager, customer and all other stakeholders.Analyzed project metrics and spearheaded project reviews and meetings with team members to provide feedback and action on KPIs that do not meet the goal. Show less In charge of a pool of analysts assigned to different projects and GEOs. Daily responsibilities included assessment and assignment of tasks, monitoring of SLAs and mentoring. Liaised with onshore counterparts and leadership teams to make sure that projects are well staffed. Delegated roles, responsibilities and accountabilities of analysts in relation to resource requirements for specific project tasks.Analyzed complex EDI requirements and provided consultation to clients and mentoring to team members.Ensured that team members effectively communicate the status of requests to stakeholders of the project, issues resolved and deliverables are met. Drove the team and coordinated with other Team leads to consistently meet customer SLAs.Conducted individual performance appraisal and communicated team and individual goals to each member of the team. Monitored the team's performance and set up training and info-sharing sessions among team members to make knowledge transfer a success.Submitted write-ups and nominations to recognize top performers.Pushed for continuous improvement, documentation and standardization of processes.Information dissemination of best practices and tools for analysis. Show less Responsible in coordinating with B2B customers to analyze and capture EDI requirements, recommended EDI solutions and developed a technical map specification for handover to development team.Collaborated with the development, QA and integration teams to ensure that queries were answered, issues regarding map development were resolved and the request completed within SLA.Ensured that the customer and onshore counterparts were informed of any issues.Provided status updates to project manager/counterparts and customers regarding the request and acted as the point of contact among the client, project manager, development, QA and integration team. Clients and counterparts worked with came from Asia Pacific, Europe region, and Americas. Show less

  • Associate Project Manager

    Feb 2012 - Nov 2013

  • Technical Team Lead

    Aug 2011 - Jan 2012

  • Technical Business Analyst

    Jul 2008 - Aug 2011
• 

  OpenText

  Feb 2016 - Oct 2023

  Delivery Manager

  Managed Cloud Service Delivery:Main contact for Fortune 500 client, managing requests and deliverables.Held regular meetings for status updates and forecasts.Account Management:Created project scorecards and dashboards for transparent communication.Reported bi-weekly on account status and updates.Change Request Management:Managed Service Requests via ServiceNow, JIRA, Siebel, HP Service Manager, and OpenText Trade Guide.Resource Management:Collaborated with teams and approved personnel assignments using Business Grid Open Air.Reviewed and approved tasks and timesheets.Reports Management:Generated SLA reports and dashboards for executive management.Led Performance Review meetings for escalations and improvement discussions.Billing:Generated estimates, PO, and invoices for Professional Services via Business Grid.Issued monthly invoices for implementations, change requests, and consulting work.Customer Advocate for Continuous Improvement:Improved deliverable quality from 76% to 99%.Identified challenges, opportunities, and business process improvements.Sales Opportunity Promoter:Collaborated with Sales/Account Executives for new business opportunities.Problem Management:Reviewed trends, identified issues, and coordinated action items.Created RCA documentation and facilitated resolution calls.Escalation Management:Maintained Escalation SOP and triaged escalations for cross-functional teams.Incident and Outage Reporting:Coordinated with Customer Support to triage issues and outages. Show less