Alyssa Rittenburg

Experience

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  Wilson Farm

  Jul 2001 - Jan 2008

  Cashier

  Corn-fest faithful.

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  Civic Education Project

  Jun 2008 - Aug 2008

  Program Assistant

  Managed day-to-day administrative duties of the program; orchestrated outings and events; dispensed medication to students.

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  Social Solutions

  Nov 2008 - May 2013

  At the direction of the CEO, developed a new department to serve key client accounts' unique needs.Provided proactive and reactive support for questions, enhancements and issues with ETO software and associated add-on products and escalate issues internally as needed.Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management.Managed five accounts personally, grew the team from one resource to six full time resources to support 30 key accounts.Reported on entire team's account status to the executive team.Provided guidance to product team regarding the unique needs of larger clients with broad data sets.Managed staff both in office and staff working remotely. Show less Hired, trained and oversaw the Tier 2 Support team of product specialists (between two and three direct reports throughout my time in this position) to ensure availability for Advanced Support, an outstanding customer experience, and key performance metrics were met.Developed Tier 2 team resources (HMIS Analyst, Reporting Analyst, ETO Money Analyst) into effective customer resources and subject matter experts.Oversaw the Tier 1 Manager and her completion of all duties associated with that position (below). Show less Hired, trained and oversaw the Tier 1 Support team (between four and nine direct reports throughout my time in this position) to ensure complete coverage and an outstanding customer experienceProvided weekly reports to show key performance metrics were met (missed calls, first contact resolution, average call time, etc.)Developed standardized training for new hires.Implemented process changes for more thorough and efficient case resolution, ensured team adhered to established procedures.Enacted performance plans as needed for lower-performing staff. Show less

  • ASC Manager, Customer Support

    Sept 2012 - May 2013

  • Tier 2 Manager

    Jan 2012 - Sept 2012

  • Tier 1 Customer Support Manager

    Mar 2011 - Jan 2012

  • Customer Advocate

    May 2010 - Mar 2011

  • Customer Support Associate

    Nov 2008 - May 2010
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  Foreman Wolf

  May 2013 - Aug 2013

  Social Media Manager

  Developed and managed communications and social media content and metrics for seven separate companies in the Foreman Wolf portfolio. Expertise with Constant Contact, Facebook Pages, Twitter, Instagram, SEO, Google+, and WordPress.

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  Social Solutions

  Aug 2013 - May 2016

  Managed technology/development deliverables for company’s largest custom implementation to dateServed as single point of contact representing developers and product managers in project scheduling and strategy planningManaged content and communication of code releases to keep the configuration team on schedule for delivery of completed projectPrioritized defects for resolution based on contractual obligations and custom Service Level Agreement for the customerAdvised other projects for the Product Management team including a Business Objects upgrade, End-of-Life for a legacy reporting system, and managing and moderating the public Ideas Portal (customer submitted enhancement requests) Show less Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management.Built strong working relationships with contacts at all levels of each assigned account to ensure ROI of the ETO software product.Provided proactive and reactive support for questions, enhancements and issues with ETO software and add-on products and escalated issues internally as needed.Created custom manuals and documentation, training curricula, and any auxiliary collateral required for the client.Provided feedback on process development and improvement.Developed dynamic reports for users at all levels of organizational hierarchy, including key performance indicators, dashboard reports, regression analysis, data quality, risk metrics, and executive score cards.Contributed to internal cross-functional teams to improve product offerings, documentation, client hand-offs, etc.Advanced expertise with ETO software and all elements of the ETO suite of products. Comfort with MS Office (including advanced knowledge of Excel), SAP's Business Objects Web Intelligence, NetSuite, Google Sites, Google Docs, Groupsite, Bugzilla and Articulate. Show less

  • Special Projects Manager, Product Management

    Dec 2015 - May 2016

  • Support Manager

    Nov 2014 - Dec 2015

  • Advanced Support Consultant

    Aug 2013 - Nov 2014
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  Independent Security Evaluators

  May 2016 - Sept 2022

  Responsible for kicking off, staffing, and delivering over 100 unique client engagements per year (124 in 2021)Lead organizer for senior leadership meetings: developed agenda and cadence for Monthly Business Review meetings, identified and developed dashboards for key progress indicators across all departments, and revamped company-wide goals measurement and reporting approach for 2021Created and administered ISE’s internal and external project management methodologiesDeveloped the Professional Services team’s capabilities and structure for varied internal and external projectsLed multiple internal high-visibility projects from procurement through implementation and roll-outCrafted ISE’s internal change management team and process through education and executive coaching Show less Increased project efficiency from an average of 122% budget usage to 99% over four quarters via leadership of the project management and technical project lead teamsLed transition of new incoming deals from recurring assessments to ongoing retainer services, allowing for more profitability and higher customer satisfaction but increased project management requirementsOngoing process creation and iteration to support new initiatives and company growth, including internal and external Slack usage, project management methodologies, customer collection and contract cancellation SOPs, etc.Hire, train, and manage the Project Management and Resource Management teams (four direct reports, managing the work of a team of 20); mentor analyst team and corporate operations teamCreated company-wide bonus incentive plan and goal tracking processOversee major events including execution of the IoT Village at DEF CONChampion of ISE’s grassroots company culture of inclusion, learning, excellence, and ridiculousness Show less

  • Director of Consulting Services

    Feb 2022 - Sept 2022

  • Director, Project Management Office

    Mar 2020 - Apr 2022

  • Senior Manager, Service Delivery

    Jul 2018 - Mar 2020

  • Consulting Operations Manager

    May 2016 - Jun 2018
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  UrbanStems

  Sept 2022 - Aug 2023

  Project Manager, Technology

  Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channelsEnacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across the business (ecommerce, customer care, operations, delivery, supply chain, etc.)Owned technology team’s request intake and triage process, routing requests across the spectrum from hardware/IT to internal tooling to feature requests on the websiteManaged major technology projects including a transition to zip-code based maps for Mother’s Day 2023, enabling UPS WorldEase labels for farm-direct shipping for Valentine’s Day 2023, and load-balancing subscription product sends based on current inventory Show less

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  Monster Government Solutions

  Oct 2023 - now

  Principal Project Manager, Professional Services