Ashley Shreves
Plano
Summary
Dynamic Software Engineering Manager skilled in leading successful cloud migrations and optimizing software delivery processes. Achievements include driving significant business outcomes through cross-functional team collaboration and implementing innovative best practices. Award-winning leader recognized for enhancing technology project management effectiveness.
Overview
14
14
years of professional experience
Work History
Director, Software Engineering – Property Engagement Platform
Hilton
Addison
01.2024 - Current
- Led cross-functional delivery team initiatives to migrate legacy platform features to cloud-based solutions, enhancing collaboration among Product, 3rd Party Vendor, Software Engineering, Delivery, and Testing teams.
- Lead a Property Platform Software Engineering team consisting of Solution Architects and Technical Analysts.
- Drove best practices adoption within Software Engineering, enhancing solutioning, streamlining processes, and minimizing churn during delivery phases.
- Implemented new processes to improve the software engineering side including introducing a Solution Review Board, implemented methods including a high-level architecture and detail-design phase to improve overall end-to-end design to improve design, reduce gaps, ensure feature is thought through with quality.
- Partnering with various leadership partners to ensure thoughtful and thorough communication, positive collaboration, and partnership to improve the property space delivery area.
- Networking with various leaders to improve the entire infrastructure of the platform including Property Architecture, Global Business Architecture, Enterprise Architectures, Network team, 3rd Party vendor leadership, Product, other Hilton enterprise teams.
- Software Engineering Lead for Hilton enterprise collaboration for incoming demand, domain governance, and architecture assessment and working with the other property space team.
- Assess delivery improvements, reviewing metrics and areas of improvement to track efficiency, areas to improvement, and communicate potential churn and gap to reduce and eliminate inefficiencies.
- Work with various technology teams to understand other areas of impacts to mitigate impact and partner with various technology teams to improve the cross-technology Hilton team.
- Fostered process improvements to address identified deficiencies.
- Awarded Commercial Summit Award Winner for Global Innovation Team Collaboration for Brands
Senior Manager, Software Engineering – Call Center Platform
Hilton
Addison
01.2022 - Current
- Successfully led technical delivery consisting of a call center technology platform full of features and functionality and transitioned a platform built within a 6-year period onto the Salesforce Lightning platform within 2 years.
- Managed simultaneous deliveries for existing and new platforms, ensuring continued access to commercial capabilities while overseeing the Lightning transition.
- Led the discovery and solutioning for the platform team with new commercial capabilities for Hilton including Group Direct launch, Hilton for Business, driving a new level of Hilton business opportunities.
- Successfully led the Group Direct delivery and streamlined manual processes from the hotel and solutioned the ability to introduce small Group block rate and inventory creations within the contact center platform into a simplified and automated process. Able to drive 300 plus bookings, 10k rooms, with a revenue of 1.5 million just within the first two months of launch within the platform.
- Championed multiple corporate initiatives to recover post-pandemic while managing migration project delivering MVP solutions on Salesforce Lightning Web Components.
- Manage delivery for large scale projects that impact multiple teams across the organization to achieve business goals.
- Collaborate across business channels for product strategy development, architecture design, customer impacts, engineering, implementation and impacts operationally.
- Own the technology side of the product as a technology partner across the other technology and business channels.
- Led multiple projects with large teams of full-time employees, contractors, and vendors across two Agile deliveries, providing program support for new capabilities and initiatives.
- Two-time Hilton Commercial Summit Award Winner for Global Innovation Team Award for Hilton for Business and Confirmed Connecting Room.
Manager, Software Engineering – Call Center Technology
Hilton
Carrollton
01.2018 - 01.2022
- Technical project manager and solution architect for the Salesforce Lightning migration project with a focus of delivering MVP function and optimization within a year period. Focused on removing user impediments, resolving current defects, and improving functionality and scalability, transaction times, performance, and user experience.
- Collaborated with the vendor partner, Salesforce, and Hilton (Contact Center) Software Engineering team to plan, strategize, finalize MVP delivery, define change-order requirements, and delivering an MVP solution in less than a year period while optimizing the agent and guest experience.
- Technical adviser and technical product owner to Software Engineering team, product managers, business and stakeholders on product solutions, features, and roadmap needs.
- Focused on pre-planning, planning, and prioritization of backlogs assessing value and impact to ensure maximum value aligned with product strategy and business ROI.
- Primary business, product, and technical liaison focusing on partnering with different groups outside of the Contact Center space to better foster department partnership, better collaboration, provide knowledge and develop ways to better optimize for Hilton customers across all platforms.
- Managed third-party channel systems for Salesforce call center application, including back-end distribution channels like Revenue Management System, Hilton APIs, loyalty program applications, reporting systems, and governance of third-party system requests.
- Served as Subject Matter Expert for call center applications, loyalty systems, and integrations, providing support for cloud-based platforms and revenue/property systems.
- Work closely with stakeholders and product team to deliver roadmap and high-quality products that align with business and technology goals.
- Drive end-to-end ownership to ensure quality and integrity from inception to delivery.
- Work with Product management and system architects to appropriately capture requirements, feature requests, use cases, POC request and to organize them into properly prioritized user stories and epic backlogs and maximizing product value.
- Managed initiatives on performance improvements by working with external partners to improve performance metrics in terms of response times upon requests, improvements in connections upon providing Loyalty data upon guest calls.
- Leveraged external partnerships to implement new APIs not previously available to resolve business needs which includes issuing guest points for Guest Assistance issues (charged to the program or property).
Manager, IT – Loyalty Migration Project
Hilton
Addison
01.2016 - 01.2018
- Successfully managed and delivered multiple workstreams impacted by the transitioning of one Loyalty platform conversion with over 100 million members to the new Loyalty platform within a 2-year period.
- Led call center application integration by designing workflows, identifying process gaps, defining solutions for new loyalty system, gathering data requirements, and exploring API integration options for each required channel.
- Led the call center business needs on reporting from legacy systems by prioritizing multiple business requirements consisting of over a large amount of historical guest data and ensuring data is collected from the retiring databases, accessing data dictionaries to ensure data is mapped, modeled onto the new platform.
- Planned, led, and successfully implemented all technical Hilton Grand Vacation technical service and platform requirements, and reporting transition from legacy applications and services onto new Hilton systems.
- Successfully moved all legacy system requirements onto the new platform utilizing Hilton APIs as well as APIs via Hilton proxy and thoroughly assisted in troubleshooting while testing.
- Managed transition of all Hilton external 3rd party applications by ensuring application needs were met, soliciting data requirements, defining solutions, and collaborating with vendors for thorough testing and security vetting to meet Hilton standards.
- Led the definition and prioritization of new APIs required as part of the project transition to ensure all Third-party business needs are met, planned, and properly implemented in a timely manner.
- Coordinated with third parties to collect necessary artifacts and complete penetration testing to enhance Hilton security and prevent system vulnerabilities.
Manager, IT – Contact Center - Distribution & Reservation Systems
Hilton
Addison
01.2012 - 01.2016
- Delivered technology projects including large-scale architectural changes, OS upgrades, security improvements, application changes, and cross-functional initiatives, enhancing overall system reliability and performance.
- Managed technology process from inception and design through testing, delivery, administration, and ongoing support, ensuring seamless project execution and alignment with business objectives.
- Led telecommunications technology projects, collaborating with Telecom, Distribution, vendors, and service providers to successfully execute both small and complex initiatives.
- Focused on delivering quality products and on time delivery by vetting out technological issues with extensive testing before product is delivered to the business and released to Production.
- Technical Product and Project Manager for back-end technology projects that range from small changes to complex changes for the Distribution team.
- Extensive subject matter expertise around telecommunications and call center applications.
Education
Graduate Finance Certification -
SMU
Dallas, TX01-2005
Bachelor of Science - Business Administration
University of Texas At Dallas
Richardson, TX12-2000
Skills
- Property management solutions
- Salesforce expertise
- Agile methodologies
- API development and integration
- Postman and Swagger
- Splunk analytics
- SQL Server management
- Cloud infrastructure
- Bamboo CI/CD
- Jira project management
- Confluence documentation
- Project planning and program management
- Process optimization
- Budget management
- Real estate servicing
- Telecommunications strategy
- Collaboration tools
- Continuous improvement strategies
- Cross-functional teamwork and collaboration
- Stakeholder management
- Cloud migration strategies
- Solution architecture
Technology Skills
- Salesforce Classic
- Lightning
- API
- Postman
- Splunk
- Jira
- Confluence
- Bamboo
- Microsoft SQL Server Management
- DB Visualizer
- Citrix
- OneSite Property Solutions
- OpsTechnology Spend Management
- Oracle E-Business Suite (iProcurement, Purchasing, iSupplier, Sourcing, Discoverer)
- McCracken Servicing
- Avaya Telecom
- SmartSheet
- Lucid
Accomplishments
- 3 Time Commercial Summit Global Team Award Winner
Timeline
Director, Software Engineering – Property Engagement Platform
Hilton
01.2024 - Current
Senior Manager, Software Engineering – Call Center Platform
Hilton
01.2022 - Current
Manager, Software Engineering – Call Center Technology
Hilton
01.2018 - 01.2022
Manager, IT – Loyalty Migration Project
Hilton
01.2016 - 01.2018
Manager, IT – Contact Center - Distribution & Reservation Systems
Hilton
01.2012 - 01.2016
Graduate Finance Certification -
SMU
Bachelor of Science - Business Administration
University of Texas At Dallas