Experience

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  Nortel

  Aug 1992 - May 2008

  Senior it manager

  Senior Manager responsible for running Nortel's intranet consisting of an IT application portfolio supporting the corporate marketing organization. Responsible for application portfolio consisting of intranet, communications, and marketing business applications. People management responsibility for a team of 12 spanning US & CD. Also worked with Change Management for SAP program. Held previous positions ranging from Program Manager supporting Finance, HR, Legal portfolios, Client Relationship Manager, NA IT Training Manager, Learning Strategist, Program Manager and Project Manager. Show less

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  Blue cross & blue shield of nc

  May 2008 - Aug 2008

  Sr project manager, epo

  Sr Project Manager responsible for enterprise electronic billing system (new development). Responsible for overall project plan, status reporting, management reporting, overseeing the technical development and working directly with the business primes, along with change management and communications. Role was part of the enterprise project office business unit.

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  Cisco

  Sept 2008 - Sept 2019

  Responsible for managing the Executive CX Steering Committee reporting and integration of actions back into the business and CX Customer Insights & Action organization. Lead the Customer Listening and Improvement Program consisting of 8 tracks which reflect enterprise customer listening strategy, landscape, personas, names management, customer sentiment data storage, branding, metrics, closed loop for structural improvements & collective action planning and change management & communications. In addition, responsible for managing business operations for the Customer Insights & Action organization. Show less Program Manager within Customer Assurance Organization responsible for Mobile Platform. Agile Product Manager for Development & Delivery of Customer Escalations Mobile Application. Partnered with IT on business requirements, use cases, development and delivery. Provided leadership for governance model for Collaboration Learning Intelligence Platform (CLIP). Drove improvement of organizational learning capability across Cisco. Consulted with internal business units to assess their learning capability, facilitated structured causal analysis process to prevent problems from recurring, and drove the capturing and sharing of lessons learned and best practices in CLIP tool. Provided training on methodology and tools that support the analysis and learning processes. Show less PMO Program Manager in IT responsible for driving the creation of methodologies and process standardization, governance, reporting, metrics, best practices and introducing execution economies of scale for a Global Data Center Program within the IT Network & Data Center Services organization. Responsible for strategic planning for application migration activity and driving organizational change management for the program. Consulting and facilitation role with global cross functional virtual teams spanning application and infrastructure areas. Show less

  • Senior Program/Operations Manager CX Customer Insights & Action

    Nov 2018 - Sept 2019

  • Senior IT Program Manager

    Aug 2017 - Nov 2018

  • Business Operations Manager

    Oct 2014 - Aug 2017

  • Senior Program Manager

    Nov 2010 - Oct 2014

  • IT Program Manager

    Sept 2008 - Nov 2010
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  Newpath church

  Oct 2019 - Apr 2021

  Ministry operations manager

  Drive Improvements in church planning, operational cadence and end to end workflow of the Church Management Systems. Define change management & communications strategy/execution plan to increase operational efficiency & church community satisfaction. Support leadership team with staff development & training.

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  Pathways coaching, llc

  May 2021 - Dec 2023

  Certified professional coach

  Provide support, encouragement and coaching to enable people to be the best they can be. Help people dream, identify and execute their goals, identify root cause and experience peace and joy in everyday life.

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  Prison alliance

  Aug 2022 - now

  Crm/program manager

  Achieve set goals for technology & automation according to the strategic objectives of the organization. Streamline processes and document technology process flows. Build/manage vendor relationships and partner with colleagues to prioritize system changes that enable growth, efficiency and ease of use of the computer systems that support the business. Manage technology platforms and costs. Train staff and develop metrics for reporting. Manage Salesforce CRM platform, Donorbox & Stripe platforms for donor management. Write grants to support strategic fund raising goals. Manage year end tax process & results for donor tax letters. Show less