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Work experience

Other Professional Experience

·Completed over 6 core-application conversions for major retail banking clients, provided full conversion mapping specifications, data transformation requirements, conversion test specifications and system-to-system balancing procedures

·Created and managed models of existing business applications running in a single environment, including data definitions and accepted values for all fields in support of a Corporate Data Model Deployment.Identified data redundancies, mapped specifications for data extraction, and established data transformation requirements.

·Provided full application support to a client base that included many of California’s largest independent banks; served as principal liaison to all levels of the business


E*Trade Group, Inc.: July 1999 – November 1999

Completed requirements definition, data mapping requirements and report definitions in support of a CRM implementation project.  Defined existing data structures, identified data locations and verified data quality

Visa International:  September 1998 - June 1999 

  Successfully guided the International Chip Card Group through two major releases, participating in requirements definition, budget tracking, acceptance testing and member documentation review and publishing.

Visa USA:  June 1995 – August 1998 

Completed Product Support guidelines, training materials, and implementation guides for member banks, merchants and cardholders in the deployment of a targeted direct mail marketing program

Evaluated external vendors used in support of direct mail service center processing

Single-handedly delivered quality support to all program participants for initial deployment, trained additional support staff

Contributed to the development of all Marketing collateral and forms used for program advertising, as well as customer implementation, training and support

Oct 2007Present

Business Manager

Responsible for defining and managing the development of the Customer Care product offering for multiple (9) Yahoo! business units

·Analyzed, planned and implemented the elimination of an outsourced support tier for 5 major Broadband Partners –defined workflow change specifications, created and managed overall Project Plan, coordinated vendor shut-down and support, and successfully launched new process flow.

·Working with business units and Finance on strategic planning/forecasting of contacts and costs

·Continuously performing routine analysis of support trends, improvement opportunities and successes, communicating and coordinating these results across both Care and Product Management.

·Own and manage the product change notice process for multiple Yahoo! properties

Nov 2006Aug 2007

Account Manager, Client Services

Venture-backed software as a services provide for the restaurant industry, $2 million annual revenue

·Provided full application support for a Fortune 500 Client and their franchisees including implementation, maintenance and data management services on Jacent’s restaurant ordering software platform.

·Successfully deployed 3 customers to a full-service ordering platform, including phone self-service via Automated Speech Recognition (ASR) and Call Center Agent Order Entry.

·Collected and implemented all initial location, menu, specials and coupon set-up for clients, kept content current and accurate

·Supported prior technology for 5 remaining clients, successfully improved up-time and content accuracy by 60% over three months

·Managed toll-free number provisioning and configuration on behalf of clients, working directly with telephony providers across the US

May 2005Nov 2006

Customer Support

Workbench Software

After-market software to increase back office profitability for retail banking customers

·Responsible for the implementation of aftermarket financial analysis software for retail banking clients.

·Provided support and training for data extracts, program configuration, and report customization


Solectron/Extreme Networks

Enterprise network solutions and services

·Increased customer satisfaction and improved retention by providing support for distribution and returns in a pro-active hardware replacement program.

·Enhanced Siebel system accuracy and performance by reconciling outstanding inventory and scrubbing data within the system to ensure content was timely and correct.


Product/Account Manager

Privada, Inc.

Personal Internet privacy solution supporting web-browsing and e-mail

·Successfully developed consumer privacy product on multiple platforms for a Fortune 500 Financial Services Client

·Created Marketing and Product Requirements Documents as well as Application Implementation Project Plan, managed this plan to completion across multiple organizations within the company

·Created and prioritized on-going product enhancement queue and software fixes, held dotted line responsibility for all quality assurance and product documentation

·Implemented Product Training Program for Sales and Business Development Staff


San Jose State University

University of California, Berkeley