Multi-Faceted IT/CX Professional

Developer | Business Relationship MGMT | CX/UX Practitioner/Designer

IT Professional with both technical and business acumen expertise that excels in simplifying complicated business procedures into simplified process flows.  Once simplified, this opens communication channels for all parties increasing understanding and knowledge to the entire organization.  Also, very passionate about User/Customer experience and Human Centered Design principles.  Customer research and discovering customer and user insights is the secret to creating must have products that customers will love and desire.  One of my goals would be to obtain a position where my experience and proven abilities in analysis, problem solving, planning and communications contribute to organizations bottom line and its operational efficiency.  My signature strengths are first and foremost honest, followed by kindness, fairness, spirituality, and creativity.

Proven Experience |Application Development & Implementation | Build Productive Relationships | Collaborative Problem Solving

Ford Motor Company, Dearborn, MI             2001 to present

CX Product Manager                           JUN 2021 to present

Accelerator Team – Customer Experience - Used HCD tools and methods facilitate critical thinking teams to develop seamless customer experiences.

• Facilitate and lead design thinking sessions with cross functional teams.

• Create Journey maps (Suite CX) and lead design thinking sessions with cross functional teams.

• Influence key decisions through user research by conducting testing, interviews, and analysis.

• Collaborate across the organization to ensure product strategy and execution is mapping to Global CX strategy.

Product Designer                                           MAR 2019 - MAY 2021

Enterprise Connectivity – Connectivity & Cloud Delivery – Successfully transitioned to Agile Environment

•   Developed multiple process design flows for project deliverable

• Researched and defined the Design & Release Process (D&R) with the identified D&R for the project. 

• Ensured customer empathy was embedded with all products and behaviors.

Business Relationship MGR                    FEB 2013 – FEB 2016

Marketing & Sales (MS)/Product Development (PD)

• Documented multiple process flows throughout department including licensing, purchase order cycle plans. 

• Managed processes including GTS Consumption planning; Prioritization Meetings (internal and external); ITMS

• Documented multiple process flows including licensing, PO’s Consumption, Server Costs Analysis, VEV-CAE proposal process, updated financials.

• Managed processes including Licensing Procurement, External Service Requests; ITMS Entry Submissions.

Java Developer                                                    JAN 2006 – JAN 2013

Information Technology – Order Fulfillment- Vision of Order Fulfillment is to provide what Retail, Fleet & Dealer Customers want, when promised, with other order status visibility, while reducing the order to delivery cycle time.

• Analyzed, designed & developed multiple web UI screens, services, new system enhancements for various parts of delivery

• Managed, conducted, created user/Customer Acceptance and Quality Control Testing Scenario’s for multiple components of System

• Managed, coordinated deployment process and data integration with other Order Fulfillment projects. 

Placement Lead                                                   JAN 2003 – JAN 2006                   

IT Non-Technical - Competency Center

• Worked with project managers, vendors, and other competency center team members to review

I.T. Designer                                                                OCT 2001 - DEC 2002

CMS-MP&L Obsolesce

• Created user interface for project

Info services, Livonia, MI                                                                                                                                   

ChemPak Account Manager                       JUN 2001 - SEP 2001

Requirements Gathering; Project Management

• Analysis of current business process at ChemPak

• Designed automatic system for company

• Onsite support, also managed other technological partners

Tumbleweed, Ann Arbor, MI                 2000-2001

           Application Consultant                 JUL 2000 – JAN 2001

•   Developed documented delivery applications for the financial industry. 

• Transition legacy system print stream data to internet viewable formats.

• Designed procedures to support the automation of legacy-to-internet solutions.

EDS, Lansing, MI                       1997-2000

              Information Associate               MAY 1997 – JUL 2000

General Motors Account

• Provide design and technical support to manufacturing clients.

• Performed onsite and remote systems support; Conducted detail design and analysis reviews.

• Served as Project Lead for all stages of System Life Cycle; Developed and Conducted System Test Plans

-        Master of Business Administration (MBA), Wayne State University, Detroit Mi

Concentration: Management Info Systems & International Business/Marketing Research

-        Bachelor of Business Administration (BBA), Western Michigan University, Kalamazoo, Mi.

Concentration:  Computer Information Systems

Languages:    AJAX, CSS, JSP, Struts, Java, JS, J-Unit, XML/XSL, Soap UI, WSDL, XSD

Databases:     SQL, MYSQL, SQL Server

Modeling/Servers:      SYSML, UML | Apache, Tomcat

Development Tools:   Rational Software Architect (RSA), Rational Application Developer (RAD), Adobe, Envision, Suite CX, Visio

Certifications:  Experience Point| Customer Experience Ambassador; Forrester | Overall User Experience, Journey Mapping

• Member, Alpha Kappa Alpha Sorority, Inc.

• Women of Ford – Enterprise Connectivity

• Member, Society of Women Engineers

• Michigan Council of Women in Technology

• Board Member, Kennedy Care, Inc.

• 2020 Catalyst Team Member – Autonomous RV