Brigid Davis, PMP, CSM

Experience

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  Farmers Insurance

  Sept 2005 - Feb 2016

  Operations Process & Implementation Specialist (Project Manager)

  Created business process solutions while verifying and documenting business rules/variations. Spearheaded project coordination/management while defining project gap and administering gap analysis. Collaborated with vendors to develop and implement test plans while executing acceptance testing. Analyzed, updated, and improved internal/external knowledge base guides and technical. Served as a point person for business and IT as well as business units on enterprise projects. Ensured successful implementation of plans through coordination with external sources and internal department personnel. Resolved complex administrative problems, saved valuable time, and increased productivity in organization.Key Accomplishments:• Saved 40 hours per week of manual searching by spearheading planning and coordination for an automated system to match new policies with lab results.• Led implementation of new phone system, retooled phone trees and updated phone numbers Show less

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  BDA, Inc.

  Dec 2016 - Jun 2017

  Program Coordinator

  Monitored product stock, implemented change requests and planned product launches by managing and maintaining online stores. Developed reports presenting sales inventory and PowerPoints for marketing strategies.Key Accomplishments:• Launched rebranded corporate website introducing 200 new products.

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  Premera Blue Cross

  Jun 2017 - Jan 2020

  Project Manager

  Lead and manage HITRUST gap analysis, remediation and certification efforts. Handle and update project portfolio and related processes for Corporate Data and Analytics. Manage stages of penetration tests in data center. Provide support for extracting data from different sources, transforming, and verifying data per business requirements. Analyze data to determine the priority of problems, ensuring effort was spent on critical areas. Examine complex network rules, case notes, documentation, previous actions and decisions, and review all new documentation received.Key Accomplishments:• Led implementation of project management software (Azure DevOps).• Ensured Corporate Data and Analytics Department clear HITRUST and other security audits by planning and executing gap analysis, remediation and documentation gathering.• Created and executed training plans, training materials and curriculums for ~100 employees. Show less

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  RAM Mounts

  Jan 2020 - Aug 2021

  Project Manager

  Lead and managed new product launches, packaging updates, catalog creation and updates website changes.Key Accomplishments:• Reworked the process for new product launches leading to more timely updates and less rework• Created new process for updating packing by collaborating with the purchasing department and eliminating lag time in creating artwork forwarding it to the vendor

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  Amazon

  Aug 2021 - Dec 2022

  Program Manager

  Improved the customer service experience by analyzing and deep-diving customer contacts and reviews to make and action program-wide recommendations. Created a feedback loop for all pillars of the Amazon Explore team to access the voice of the customer.● Reduced manual efforts and improved response time by 3 days through creating and implementing Heartbeat dashboards (Amazon’s voice of the customer solution) for the Explore team. Provides training and ongoing support through documentation and office hours. ● Works cross-functionally to implement and document a process to track and manage poor customer reviews, ensuring that each poor review is flagged to an account manager and has a follow-up action, improving response time by up to a week. ● Partners with Customer Service to update wrap-up codes to capture more accurate drivers for customer contacts, saving 20 hours per month on Voice of the Customer preparation. Show less

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  Amazon

  Mar 2023 - Jan 2024

  Program Manager

  Amazon Clinic is a virtual healthcare platform connecting customers to clinicians 24 hours a day, 7 days a week. My responsibilities included program management for the Customer Care team and launching and managing the beta program for video visits, enabling Clinic to be offered in all 50 states.

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  Amazon Web Services (AWS)

  Jul 2024 - now

  Program Manager