CHRONOLOGICAL WORK EXPERIENCE
Director of Design, Usability & Web Projects (2016 to Present)
Lead, advocate and evangelize user centered design process used throughout the design life cycle with focus on business goals, improved user experience and mobile first. Identify and prioritize key UX initiatives, collaborate with product owners and project stakeholders to refine requirements; iterate features and ensure properly implemented designs. Plans, directs, and ensures the successful management of user experience and digital business solutions, managing five or more specialists, part of an agile cross-functional team including: usability/user-experience analyst, information architect; designers; content editors; digital/social strategist; one or more developers; and a web analyst. Assesses resources and workloads and makes appropriate individual assignments, manages and mentors as appropriate.
- 2016: developed user centered design process that includes research & observation driven requirements, information architecture, wireframing, prototyping, and developing usability surveys.
- 2016: developed initial web accessibility audit and maintenance process for over 25 websites ensuring WACG2.0 and Section 508 compliance to including accessibility verification and correction of digital assets; create design standards based on WACG2.0 standards; provide training and create guides for web team and CMS editors.
Director of Web Projects (2014 to 2016)
Direct web projects, plans, directs, and ensures the successful management of designed digital business solutions and identifies, evaluates and develops methods and procedures that are efficient, effective and meet good business practice. Maintains excellent communication with all levels of management both within and across organizations to ensure smooth running of all projects undertaken by the team. Has extensive experience in Project/Program Management and is able to lead in the coaching and mentoring of team members to help them achieve individual expectations and deliverables. Assesses resource and workloads and makes appropriate individual assignments, manages and mentors the members of the project office – driving organizational effectiveness and accountability.
- 2016: led cross-functional team of writers, designers, developers and other technologists through site redesign and Sitecore CMS implementation using agile scrum methodology.
- 2015: lead implementation of enterprise project and production support software that cut internal email by an average of 50%; improved project delivery by 35%, and increased productivity by 20% through sourcing and implementing Wrike project management and workload system.
- 2015: developed the project intake, triage, prioritization (effort vs value), and scheduling methodology that improved project value by 25% through efficiencies gained from eliminating projects with low or poor ROI.
Digital Project Manager
Lead the development, planning and implementation of web projects, evaluate user research, web analytics, usability standards and other data to assess the feasibility for assigned projects. Determine workload capacity and website release strategy and supervise front-end developers, content production team, and marketing to define requirements. Defines the marketing requirements and manages the production process by translating user testing and user requirements into feature/function requirements. Deliver key web-analytic insights and monitor SEO, SEM, Social Media trends and performance. Consult with website stakeholders to translate organizational objectives into tactical projects; help to build site by coordinating content strategy, user experience design, and online marketing strategy initiatives.
Key Achievements: 2012, Lead the design and navigation for SharePoint intranet that is intuitive, follows best practices that is based on research and statistics that will be the framework for integrating information, people and processes across organizational boundaries. In addition, develop an implementation plan for the content migration.
Lead the development, planning and implementation of web projects. Understand the scope of work to be completed to include website goals, key drivers and appropriate metrics and KPIs. Deliver key web-analytic insights and monitor SEO, SEM, Social Media trends and performance. Consult with website stakeholders to translate organizational objectives into tactical projects; help to build site audiences by coordinating content strategy, user experience design, and online marketing strategy. Write requirements and document scope of the web project for the digital media team. Drive end-to-end development and production efforts. Post-launch, create user documentation, train and support users; refine and optimize projects in light of post-launch testing; measure success against project requirements and the marketing plan.
Key Achievements: 2009-11 Produce College Sites, Faculty Experts Online, & Admissions blogs: conceptualize, implement and maintain a compelling web presence in support of admissions recruitment efforts, degree programs promotion, public relations and alumni outreach; 2010, Content strategy: Content Strategy (CS) plans for the creation, publication, and governance of useful and usable content.
Business Systems Analyst
Provide project management and customer focus orientation, research and document business process and system requirements, analyze the system level impacts associated with a variety of change requests, and track assigned tasks and deliverables across multiple projects. In addition, coordinate and develop user acceptance testing activities, develop and maintain training and business process documentation, train users on changes made to business applications and processes as well as providing ongoing support of the applications and processes.
Key Achievements: 2007, Developed workload management system using Quickbase.com which improved accuracy of business critical information and customer services; and improved knowledge management, accountability, and visibility by allowing managers and staff to gain critical insight into projects, workload, and other issues.
Manage team of 4 support staff in support of information technology initiatives. Review, analyze, and evaluate Internet applications and systems and user needs. Manage vendor’s compliance against contracted service level agreements and establish appropriate governance processes and procedures to ensure integrity of services rendered. Conduct formal and informal benchmarking of vendor supported products and processes through requirements evaluations and track vendor metrics maintaining scorecard reporting for management. Quality analyzes (QA) and checks (QC) vendor performance and act as liaison between university and vendor.
Key Achievements: 2006 – 2001, IT Management 360-Survey Developer and Facilitator; 2005, Annual Fund Advisor; 2004, IT Employee Mentor.
Internet Technology Specialist
Manage team of four support staff in support of information technology initiatives. Develop, implement, administer, train, and support the University’s various constituents in the use of [Blackboard] course management system and [Oracle] portal technologies. Evaluate web metrics, usability, and site organization to provide better user experience. Responsible for the development, implementation and maintenance of the university’s Extranet, Internet, and Intranet web pages to ensure site meets the business needs of the university.
Key Achievements: 2003, Learning Management System upgrade associate product manager responsible for requirements gathering, quality control, project management, and marketing; 2003, IT Brochure designer; 2003, IT Department Diversity Trainer; 2002, ERAU IT Technology Steering Committee member; 2001, Increased university’s search engine ranking (from PR3 to PR6) and visibility through organic search engine optimization.
Monitor and maintain the daily production of the web site. Implement HTML and graphic modifications on current pages. Coordinate with cross-functional teams for creative development and technical implementation of web content and programs. Plan and prepare stories for dissemination and ensures that all documents meet established content standards. Evaluate primary and secondary market research, metrics, usability standards and other data to assess the implications for assigned content and channels.
Key Achievements: Produce revenue-enhancing website that exceeded sales projections for jaguars.com e-store.
Initiate sales opportunities, collect and document customer requirements for website design and development. Act as liaison for the creative and technical team. Coordinate among cross functional teams to identify challenges and recommend solutions. Receive inbound and make outbound calls regarding website design, managing customer expectations throughout the sales lifecycle.
Key Achievements: Top producer selected by senior managers to train and mentor WSPROS employees in sales and customer service techniques; Managed all phases of the sales process to ensure delivery of highest quality product; Consistently maintain weekly sales quotas and achieve the lowest charge back rate through consultative selling, trust, and product knowledge.
Marketing Presentation Developer for Experian Marketing Department using Microsoft Office 97′ (PowerPoint 97′) to create a presentation to be used as part of their sales and marketing business proposal. (Sample provided upon request)
As a contract recruiter duties included recruiting, sourcing, interviewing, qualifying and selecting contractors for DFD Tele-Broadcasting Marketing team. Conduct cold calls and establish working relationships with organizations and individuals that are sources for marketing candidates. Prescreen and review all incoming resumes of applicants for technical and behavioral competency of job requirements by conducting phone interviews, discussing job specifications, requirements, and compensation. Advertise, coordinate and facilitate all hardcopy advertising with advertising agencies. Proficient in all MS-Office applications. Experience in conducting Internet research, MS-Access development and data mining applicant information.
Alternative Dispute Resolution Examiner
Review policyholder allegation of complaint and agent statements. Analyze policyholder’s contract funds, policy values, and premium history. Investigate and calculate represented abbreviation date (RAD), the original premium commitment (OPC), back and future premium amount, policy status, personal loans, and any agent complaint history. Prepare written summary brief to negotiate findings and evidence orally and in person with arbitrator and the policyholder’s attorney to determine claim remedy.
Key Achievements: Met or surpassed monthly and weekly case production quotas each month for three consecutive years; Selected by senior managers to train 30 senior and mid-level contract attorneys; Selected by senior managers to supervise and quality review casework of 30 contract junior attorneys, paralegals, and other professionals; Saved the company over $10k/case
Regulatory (Compliance) Specialist
Supervise, train, and quality review case work of 30 attorneys, paralegals, and other professionals. Investigate and analyze consumer-initiated, insurance and investment-related complaints and documents. Analyze equity-based, interest sensitive, and traditional products’ contract funds, policy values, and premium history. Make decisions and investigate employee regulatory violations, bankruptcies, and outside business activities regarding reporting of allegations & settlement of sales practice and procedural violations to the NASD.
Key Achievements: Met or surpassed monthly and weekly case production quotas each month for three consecutive years; Promoted to Alternative Dispute Resolution Examiner
Master of Business Administration (MBA), Specializing in Entrepreneurism, Jones International University, Denver, CO
Bachelor of Science (BS), University of Florida, Gainesville, FL
KNOWLEDGE, SKILLS, & ABILITIES
|· Performance Marketing (Growth/Acquisition)
· Search Marketing (PPC & Media Buying)
· Optimization & Testing
· Conversion Rate Optimization
|· User Testing
· User Research Methods
· User Research Deliverables
|· Project Management
· Resource/Demand Management
· Status Reports & Meetings
· PM Tools & Methods
- Norman Nielsen Group User Experience Certification
- Google Adwords Fundamentals & Mobile Advertising Certification
- Google Mobile Sites Certification
- Google Analytics Certification
- Microsoft Bing Ads Accredited Advertising Professional
- WebCEO Certified Internet Marketer (CIM)
- Search Engine Marketing Professional Organization (SEMPO.ORG, Certified Search Marketer)
- Social Media Marketing University (SMMU) Certification
- Digital Marketer Courses
- Digital Media Buying Institute
- Agile Samurai Bootcamp
- User Stories for Agile Scrum
- Project Management: Deliver on Time (Scrum)
- Digital Marketing ROI Sales Funnel
- Growth Hacking & Conversions
- Product Management
CSCI-109: Introduction to Computer Applications, Embry-Riddle, Aeronautical University, Worldwide
COMPUTER SOFTWARE & EXPERIENCE
Platforms: Unix-Solaris, Red Hat Linux, Windows 00/XP, Oracle 10G
Software, Applications & SAAS: Quickbase, Oracle Portal, Oracle Discoverer, Business Technology Optimization (Formerly Mercury), Cold Fusion MX, PhotoShop CS/Image Ready, Adobe Dreamweaver, MS-Office, MS-Visio, MS-OneNote, MS-Project, Mind Manager, Blackboard LMS, WebCT LMS, Word Press, Bugzilla, OmniUpdate, Percussion Rhythymx, WebCEO, Google Analytics, Web Trends, ApolloHQ, Trello, Liquid Planner
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