Andrea Lucas

Experience

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  Cracker Barrel

  Aug 2007 - Sept 2009

  Hostess
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  College Works Painting

  Apr 2010 - Jun 2010

  Marketing Associate

  Seek out potential clients to set up consultations.

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  American Eagle Outfitters

  Jun 2010 - Mar 2012

  Sales Associate

  - Provided excellent customer service while exceeding floor sales goals- Interviewed, trained, and on-boarded potential and new hires- Led team in AEO credit account creation

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  Safelite AutoGlass

  Mar 2012 - Oct 2014

  Email Marketing Representative

  - Initiated communication between insurance agents, sales managers, and local shops to determine customer needs- Collaborated with marketing team for lead generation- Managed scheduling options, provided pricing, and provided warranty information for residential customers- Created training manual for onboarding of new hires in new office location- Analyzed data to help leverage market insights influencing sales and marketing

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  Dell

  Oct 2014 - May 2017

  Software Maintenance Renewal

  - APOS KACE software and hardware Account Manager for SMB, LI, and Canadian companies: manage assets, prepare opportunities, quote pricing, & contact 400+ customers monthly 60 days prior to their renewal date- Created an auto-renewal process based on contractual license agreement enabling for greater bandwidth for team- Responsible for general human resources and recruiting duties for team including interviewing, hiring, onboarding, training of new reps, and leading the Great Place to Work external events committee which is responsible for planning and executing team-building activities to improve employee relations- Spearheaded project to migrate data out of SFDC to new CRM, including SKU creation for new quoting system- Meet every quarterly quota, exceeding $2.7M per quarter while providing guidance in core product knowledge, renewal contracts, and license key information- Constructed KACE renewal support white paper sheet for team, improving multi-year presentation- Responsible for quarterly revenue forecasts based on statistical analysis of year-to-year sales and renewal rates - Support the creation of SKUs and go-to market strategy for new support offerings- Track customer SAT issues for presentation to software engineers and marketing team to improve the product and customers’ ROI Show less

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  Quest Software

  Nov 2016 - Jun 2017

  KACE Software Support Account Manager

  - APOS KACE software and hardware Account Manager for SMB, LI, and Canadian companies: manage assets, prepare opportunities, quote pricing, & contact 400+ customers monthly 60 days prior to their renewal date- Created an auto-renewal process based on contractual license agreement enabling for greater bandwidth for team- Responsible for general human resources and recruiting duties for team including interviewing, hiring, onboarding, training of new reps, and leading the Great Place to Work external events committee which is responsible for planning and executing team-building activities to improve employee relations- Spearheaded project to migrate data out of SFDC to new CRM, including SKU creation for new quoting system- Meet every quarterly quota, exceeding $2.7M per quarter while providing guidance in core product knowledge, renewal contracts, and license key information- Constructed KACE renewal support white paper sheet for team, improving multi-year presentation- Responsible for quarterly revenue forecasts based on statistical analysis of year-to-year sales and renewal rates - Support the creation of SKUs and go-to market strategy for new support offerings- Track customer SAT issues for presentation to software engineers and marketing team to improve the product and customers’ ROI Show less

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  Comcast Business

  Jun 2017 - Aug 2024

  • Lead cross-functional programs, planning sessions, and AGILE teams to deliver solutions in the SMB Orion Operations tool• Own and manage the Orion Operations Roadmap in Smartsheets reporting tools for service delivery and service assurance segments• Understand program scope, gather business requirements and budget restraints, plan key milestones, confirm participation from required cross-functional teams, prioritize and groom feature backlog for Orion development• Acts as Operations SME for Blueprint features• Review new intakes to determine Rapid Solutions eligibility with cross-functional teams and AMDOCS developers• Working closely on SMB Acceleration project to recreate Salesforce functionality in Orion Dynamics tool• Prepare demos, feedback and deliverables for Knowledge Transfers to ULearn, Change Management and EUC teams and work closely with these teams for full implementation and program closure• Create and build program plans, objectives and strategies to achieve the objectives, facilitate and drive core team to identify and schedule all the work for end-to-end deployment required to fulfill program scope. Perform management of upstream and downstream dependencies. • Identify POC and Pilot exit and successes criteria, gather stakeholder feedback and communicate to VP+ Level Operations Champions• Perform impact assessment to processes, roles, budgets as well as risk identification and mitigation during program analysis• Communicate and present updates on major milestones and keeps all stakeholders informed of progress and issues• Major programs include Simple Package development of configurable packages of simple products, and the Touchless flow to have a single transactional experience for the customer. Show less - Formulated, defined, documented and communicated business requirements and process flows for cross-functional programs based on a complete understanding of applicable business requests, under Comcast Business Enterprise segment- Product Manager of Pivot CRM and Order Management legacy system suite - Maintained, prioritized and groomed complex product backlog for program increments and sprints- Led high-visibility enterprise renewal process as operational and service delivery lead, ensuring several large multi-system development enhancements completed in each release phase. Led automation efforts to save the operations department from hiring 5 additional FTEs to keep up with volume and accept multi-million dollar customer renewal contracts.- Developed operation-focused detailed processes, epics, features and user stories using AGILE methodology in Rally tool- Completed testing and demonstration of new features with key stakeholders and development team. Recorded feedback to ensure scope aligns with request.- Led sprint retrospective sessions- Prepared status updates and presented issues and recommendations to Comcast senior leadership as needed. Presented out to VP + Level on high visibility projects, speaking to complex business solutions, limitations, operating time, and desired results.- Finalized process flows and end user content to as a change manager, ensuring creation of standard procedures or to update existing training documentation Show less - Supported discovery, analysis and design of existing and new business processes of cross-functional areas of the organization, including Customer Operations, Sales Operations, Marketing, Training, Finance, and Legal- Developed scalable and repeatable processes to support and benefit the business- Breakdown of technical concepts and metrics to facilitate process development and design process documentation and guides- Defined success metrics/KPIs for each new process as well as a plan to track, monitor, and measure success- Interacted closely with cross-functional teams to align on strategic objectives and improve efficiency- Identified issues, risks, and problems using QA practices- Organized stakeholder issues via JIRA into backlog and current sprints through the creation of epics and user stories- Acted as a liaison with Operations Transformation when system development was required to facilitate a new process- Participated in Gig Positions leading systems training and training content curation, as well as participating in compliance audits and making recommendations for the business. Show less - Client POC for any billing or account-related issues, specifically related to the Dollar General New Store, Lifecycle and MSP Transfer projects, as well as ad-hoc requests for non-strategic accounts- Completed billing reports in multiple systems and complete a three-point (daily, weekly, monthly) audit for accuracy- Compiled bi-monthly invoice summaries for non-recurring client charges using Ilex and Pharos- Lead invoice-related customer touchpoints, and work with cross-functional teams to improve customer experience and resolve client disputes in a timely manner- Customer Onboarding support including welcome packet creation for Document and Payment Center- Specialty invoice coordination and presentation between customer and development team via QBR- 4G LTE usage audits and cost management- Created and presented a divestiture process for all Yum Brands clients on-boarded since- Developed team process documentation standards and wrote all training materials both within the Strategic Support department and for the Orion change management project Show less

  • Program Manager 4 - Process Effectiveness

    Sept 2022 - Aug 2024

  • Program Manager 3 Business Process Effectiveness - Operations Transformation

    Jan 2021 - Sept 2022

  • Business Process Improvement Analyst

    Jul 2019 - Jan 2021

  • Strategic Support Specialist

    Jun 2017 - Jul 2019
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  Data Recognition Corporation

  Feb 2022 - Apr 2022

  Test Scoring - Temporary Position

  Completed test scoring part time grading students standardized testing.

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  FreeWheel

  Aug 2024 - now

  Platform Technical Program Manager

  A Comcast Company, FreeWheel’s TV and video advertising technology is built for today’s ever-evolving multiscreen ecosystem. Whether you’re a buyer or a seller, we offer the tools, data, and insights you need to drive results, including programmatic capabilities that help you maximize efficiency and impact. FreeWheel’s platform makes TV and video advertising work.