Cross-Functional Leader
Technology … Business … Management
SUMMARY
Broadly experienced project leader with a web, multimedia, information technology and production background.
Thrived in a rapidly changing environment that included multiple organizational reprioritizations. Experience gained managing and enabling new technology through collaboration with management, cross-functional business teams, domestic/international development teams, consultants and vendor partners.
Involvement includes: project planning, design, documentation, product marketing, project testing and piloting, creating vendor relationships, contract negotiations, implementing new technology, and maintaining a product through its lifecycle.
Self-starter committed to the goals of achieving business targets, continued improvement and sustained excellence. Established and streamlined project processes in growth and turn-around markets, within domestic and international team settings. Affected the firm’s bottom line through evaluating and presenting cost-saving project plans to management.
EXPERIENCE
Gateway, Inc.
Irvine, CA
Sep. 2004 – Present
Web Producer/Product Manager – eCommerce Technologies
Reporting to the Director of Web Product Management, responsible for defining the enterprise web roadmap. The total revenue attributed to the web exceeds $1.0B across all the various business units (Consumer, Professional, Retail, and International)
· Managed all cross functional web & IT properties including: shopping cart, checkout, and customer email communications on gateway.com. The site currently attracts between 40-50 million visitors annually.
· Defined requirements documentation and use cases for the redesign of key commerce applications on gateway.com, including backend IT system changes. Excellent understanding of the software development process to drive projects.
· Worked to sheppard any project from design to deploy that dealt with gateway.com e-commerce properties, such as, order status application, estimated ship/arrival date, and legal & compliance requirements (ie. Section 508/ADA).
· Coordinated project efforts with User Interface, Design, Content, QA, Web IT, and Business teams.
· Acted as project lead for all search related projects on gateway.com, which included sales search, e-support search, and international search applications.
· Led changes to optimize natural (unpaid) and on-site search engine changes to drive sales and reduce costs.
PalmOne, Inc.
Milpitas, CA
Jan. 2004 – Sep. 2004
Sr. Business Analyst – eCommerce Business Processes & Systems
· Created a weekly streamlined metrics summary package, covering 10 business units, seen by PalmOne executives.
· Normalized data so that direct comparisons of performance could be measured across various business groups.
· Worked cooperatively with various vendors and third party teams to gather and analyze business performance & data.
· Researched and mined additional research data that was not currently being reported or analyzed.
· Provided analysis and support for various other ad-hoc metric packages requested by management.
Charles Schwab & Co., Inc.
San Francisco, CA
Nov. 2002 – Oct. 2003
Technical Project Manager – Integrated Client Experience
· Managed the Email Alerts web property and changed the schwab.com web presence to a more client-friendly focus.
· Resolved the day-to-day issues relating to the Schwab Email Alerts and their respective web applications.
· Oversaw the Branch Locator web application used to direct customers to nearby branches and coordinated with the branch network consisting of over 400 branches.
· Directed the day-to-day issue resolution and product management of the schwab.com search application.
· Managed multiple vendor relationships across schwab.com, such as Microsoft, Vicinity, Intuit, and iPhrase.
· Coordinated multiple cross-functional teams regularly to meet deadlines: Schwab business and technical teams and multiple vendor business and technical teams.
Charles Schwab & Co., Inc.
San Francisco, CA
Jul. 2001 – Nov. 2002
Technical Project Manager – Electronic Brokerage Marketing & Media
· Led the effort to create a streamlined application to enable production of both on-demand and live audio and video content on schwab.com for Schwab’s top tier clients.
· Evaluated, selected and negotiated with various media vendors to support the various corporate media initiatives.
· Helped to build out and enable various business groups to run their own live-broadcast webcasts by utilizing the newly created webcast tools and leveraging the expertise of Schwab’s media production team.
· Developed the platform on which audio is created and used on schwab.com today. This includes the real time market updates available on schwab.com taken directly from the Schwab’s market experts. The platform then enabled the market experts to simultaneously create both the phone-hold market updates and the web audio market updates.
· Piloted and launched the very first audio-based help used on schwab.com to complement existing web-text help.
Charles Schwab & Co., Inc.
San Francisco, CA
Jun. 2000 – Jul. 2001
Project Manager – Electronic Brokerage Product Development
· Participated on the Vignette StoryServer Re-Architecture Project planning for all of schwab.com.
· Assisted on the development and design of dynamically generated StoryServer pages on schwab.com.
· Coordinated technical solutions for the user acceptance testing and bug resolution of the Smart Investor pilot. The pilot prompted management to further pursue utilizing content management for all of schwab.com.
· Led the planning and evaluation of Schwab's next generation of multimedia offerings.
· Managed the subURL/redirect request process for the schwab.com public site.
· Created a new workflow for the project team to integrate the custom URL requests by various Schwab teams.
· Served as the primary contact for the Double Click integrated email advertisement business relationship.
Charles Schwab & Co., Inc.
San Francisco, CA
Jan. 2000 – Jun. 2000
Email Broadcast Manager – Electronic Brokerage E-mail Communications (Management Training Rotation)
· Implemented e-mail based projects that broadcast messages to customers and prospects.
· Created and updated the content of the Electronic Brokerage E-mail Channel's intranet site.
· Led QA testing on all broadcast email content and the related embedded URLs.
· Maintained, updated and tested a database listing of Schwab's URL Sancs.
· Managed multiple email programs that were sent to and seen by over 100,000 Schwab customers.
· Coordinated the documentation of key learnings from Schwab email communication efforts.
Charles Schwab & Co., Inc.
San Francisco, CA
Aug. 1999 - Jan. 2000
Marketing Specialist – AdvisorSource Marketing (Management Training Rotation)
· Updated the AdvisorSource collateral sent to over 400 branches.
· Amended and updated the content of the AdvisorSource (AS) marketing's intranet site.
· Managed the Customer Value Program which followed up and reconnected with new clients.
· Assisted in the updating of all AdvisorSource marketing collateral to comply with corporate brand standards.
· Helped to create direct mail collateral that would be seen by over 100,000 AdvisorSource customers.
· Worked with corporate compliance on tracking and documentation of all AdvisorSource collateral.
· Developed a system of archival and retrieval over the web of AdvisorSource collateral, which was in turn used to inform internal support staff of new AdvisorSource products & services that are available.
Charles Schwab & Co., Inc.
San Francisco, CA
Mar. 1999 - Aug. 1999
Project Manager – Help & Advice Marketing & Sales Support (Management Training Rotation)
· Managed the Client Assessment Sheet (CAS) data files and created reporting seen by upper management to determine effectiveness of marketing efforts.
· Created the national, regional, and branch level UA Interaction reports for the Help & Advice management meetings.
· Developed the necessary layout for the transition of the CAS data files into an Oracle database.
· Worked cooperatively with various project managers on the revision of the CAS web e-form.
· Served to facilitate the one-on-one customer surveys in both the San Francisco and Atlanta areas.
EDUCATION
University of California at Berkeley - December 1998
Bachelor of Arts in Legal Studies & Emphasis in Economics
INTERESTS
Golf fanatic, Computer and technology lover, Video game junkie, Snowboarding addict, and Cooking enthusiast.
posted by will at 11:14 AM
