Donna Kohler

Experience

• 

  Victoria's Secret

  Sept 2004 - May 2008

  Sales Associate

  - Fitting room Bra Specialist that helped customers find their style and size to feel comfortable - Became #1 bra specialist in my region for my exceptional customer service skills - Looked for opportunities to upsell- Converted customers into store card holders to increase brand loyalty- Restocked and tidied product

• 

  Sprint

  Jun 2008 - Jan 2009

  Sales Associate

  - Managed business and customer accounts, including set up and maintenance- Built relationships with customers to give best customer service experience- Triaged any technical and invoice issues- Looked for opportunities to upsell- Restocked product and tidied store

• 

  C&B Optical now Ossip

  Feb 2009 - Sept 2009

  Licensed Optician

  - Answered phone calls, scheduled appointments, and filed paperwork- Helped patients locate eye wear to meet their needs and took measurements for lab to make sure product was designed to fit individual correctly- Provided exceptional patient experience care where I was offered to apply to Press Ganey - Looked for opportunities to upsell and triaged any issues with eye wear- Managed marking projects and events for store to increase foot traffic- Restocked and tidied product

• 

  Press Ganey

  Oct 2009 - Nov 2023

  - Recently promoted to Lead IT Business Analyst- Same responsibilities as Senior IT BA except I also now...- Coordinate, organize, prioritize, and track project work in flight and deliverables across 6 Development teams through bi-weekly stand ups, shared Outlook calendars, MS Teams, pulse checks, and retros at a department level.- Meet with Department BAs to help break down silos across Development Teams and identify dependencies or risks that could impact project deliverables.- Create and execute internal processes amongst Development Teams to help provide transparency, increase communication and efficiency, identify dependencies or risk, and prevent conflict with use of lower environments.- Participate as contributing member in our BA Center of Excellence group where BA knowledge is shared and standardized- Active member of the International Institute of Business Analysis (IIBA) where industry knowledge/standards are being learned- Selected to participate in PG’s Lead course that is designed to teach people who have potential leadership skills- Participate in interviews, create documentation for onboarding, and serve as a mentor Show less - Recently promoted to Senior IT Business Analyst- Same responsibilities as IT BA except...- Managed two Development teams who worked on up to 6 different work streams at the same time.- Coordinated deliverables between Development teams within the project same space- Reported Development team metrics to IT leadership, Product, and Project partners- Coordinated and executed end of project releases with business through business demos, end user UATs, providing content for training and documentation, and assisting Product with client and/or marketing needs. Show less - Approached internally to apply for this position due to my knowledge of internal process and attention to detail- Collaborated with business stakeholders to understand patient experience business needs and priority - Planned work for internal and external developer teams- Managed redesign of survey design platform and operation process- Created all user acceptance testing, training, and documentation for new survey design software - Organized full system integration and regression tests to be utilized for all survey design, print, and scanning deployments Show less - Managed under 2.5 million dollars of client revenue - Oversaw several client projects such as IT conversions, survey/report setup, sampling, and ongoing maintenance- Solved problems related to errors in data collection and provided support for service failures/recovery- Built/maintained relationships with primary contact and facilitated collaborative team environment to break down barriers- Helped support my primary contacts as needed to meet their mission for improving the patient experience Show less

  • IT -Lead Business Analyst

    Dec 2020 - Nov 2023

  • Senior IT Business Analyst

    Jul 2018 - Dec 2020

  • IT Business Analyst

    Nov 2016 - Jun 2018

  • Business Analyst

    Jan 2015 - Oct 2016

  • Account Manager II

    Sept 2013 - Dec 2014

  • Account Manager I

    Oct 2009 - Aug 2013
• 

  PG Forsta

  Jan 2022 - now

  Staff Technical Program Manager

  Daily activities vary based on the day, the project, and the ask. But to name some:- Schedule, attend, and facilitate all dev team scrum meetings for agile development teams.- Create, review, and accept all dev team user stories.- Respond to Developer and QA questions regarding business requirements that drive in progress development.- Liaison between development teams, Product, business, and key stakeholders.- Track data to communicate project status to key stakeholders by way of Gantt charts, Jira Align & Jira reports, & GTM slides.- Facilitate project level meetings like Dev Scrum of Scrums to communicate key project updates, status, and identify blockers/dependencies.- Gather an understanding of the business issue and requirements to help our Engineer Managers & Lead Developers flush out our options for the technical solution that are then communicated to Product/Business.- Facilitate Survey Solutions quarterly planning meetings to determine open capacity and above/below the line work.- Prepare end user demos, UAT, documentation, and prod deployment communications.- Drive the coordination between teams when it comes to things like deployments.- Serve as a SME for Product/business for apps in our SS space and specific functionality like SD, dynamic survey, QHP.- Serve as a mentor for new or fellow TPMs.- Attend business meetings for support and vendor trainings for CAHPS programs.- Participate in the TPM guild and have created content for the program.- Help put together and review information that is passed to the top leadership in IT, Product, Strategy, and Operations.- Most projects are for our patient experience and member experience products. Show less