EXPERIENCE

RESUME, PROJECTS, AND A LIST OF ELITE COMPANIES I’VE WORKED WITH

WALGREENS

A REAL SUCCESS

Managed multi-lingual Agile Scrum software engineering and development teams in various geographic locations (Florida, India, and Argentina) and time zones, with varying levels of technical knowledge, such as Tech Leads, Java developers, HTML developers, and Testers.
Led robust project portfolio including strategic road mapping for company executives in both the operations and support areas of the business geared around improving the customer experience and increasing retention.
Established and developed all requirements for a new call center line of business supporting field leadership through organizational transition and creating sustainable business practices for store management implemented in over 400 retail locations and pending nationwide rollout.
Created many new processes including a Change Governance Board, repeat call outbound campaign, regulatory compliance, data gathering, clinical services, performance management and others.
Directed a variety of workshops for differing levels of leadership, including directors and vice presidents.

EXCEPTIONAL ACHIEVEMENT

Certified in ITILv3 Foundations, Scrum Mastery, and as a Lean Six Sigma Black Belt completing all training, exam, and project requirements.
Lead enterprise-wide Capability Maturity Model Integrator (CMMI) and ISO 9001business initiative for $240M company including the transformation of all operational units in the sales, retention, group insurance, call center and back office teams to a level 5 class A operation.
Managed departmental transformations establishing new processes, key performance indicators, staffing models, Training Curriculum and document management practices, creating a platform for long-term improvement.
Led Pharmacy Care Center support model refinement to create a sustainable method of assessing suitable call center support types to address volume fluctuations experienced based on seasonality. Refinements implemented resulted in cost savings of $5.8M.
Re-engineered new prescription intake process performed by pharmacists resulting in cost avoidance exceeding $3M and eliminated need for temporary labor of 24 Pharmacist full time equivalents.

PERFECT EXECUTION

Managed over 100 team members in various capacities and of various skill levels, from engineers and people managers, to entry level support agents.
Public Speaker at Agile Conference
Created management guides for people managers to increase team engagement and retention.
Created Lean Six Sigma development training workshops and materials for leadership and HR.
Directed workshops fo Site Reporting Analysts to enhance data integrity, sampling, and constancy.

ABSTRACT THINKING. INNOVATIVE SOLUTIONS.