CATHERINE DOWNING SCHWARTZ
Aliso Viejo,CA
Summary
Dynamic and driven Senior Project Manager and Scrum Master with 15+ years of experience directing complex technical projects. Solutions-focused, with a keen ability to break through barriers and gifted with sharp eye for detail. Empowering, discerning, and empathetic leader recognized for facilitating growth, and cultivating a culture of collaboration. Confident and considerate communicator with a natural ability to influence through transparency and building consensus.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Agile Coach/Scrum Master
Exactuals, LLC.| City National Bank
06.2022 - Current
PROJECT MANAGER/SCRUM MASTER (Contract)
Revel IT (Chipotle Mexican Grill Inc.)
10.2020 - 03.2021
- Scrum Master for international expansion of North America markets into Canada on payments and refunds, customer transactions, document localization, and execution on dashboard efforts projected to generate over $2M in weekly net sales.
- Trained and mentored team members on best and most effective use of Scrum processes to improve efficiency and reduce production times.
- Responsible for facilitating daily scrum stand ups, sprint planning, sprint demo, retrospective and Scrum of Scrum meetings.
- Kept Scrum Team focused on current Sprint, tracked and removed impediments. Shielded Team from outside distractions.
- Built trusting and safe environment where problems were raised without fear of blame, retribution, or being judged, with emphasis on problem-solving.
- Created and executed project work plans and revised as appropriate to meet changing needs and requirements.
- Managed day-to-day operational aspects of project and scope, effectively applied methodology and enforced project standards.
- Updated IT Projects Reports and Resource plans.
- Minimized exposure and risk on projects.
- Ensured project documents were complete, current, and stored appropriately.
PROGRAM MANAGER /SCRUMMASTER/RTE
Verizon Wireless
04.2013 - 04.2019
- Motivate and lead large Enterprise wide, cross-functional, geographically-diverse teams. Delivered Multi-Channel Customer Experience across Retail, Telesales, Internet, Self Service, and Customer Service. Oversee project from conception through delivery and implementation, planning release schedules and hypercare.
- Bridge gap between senior business leaders and IT sides of organization, working with teams, stakeholders, and management to improve outcomes.
- Contributed to cost savings of $100M as project lead for business transformation and technology initiatives to drive digital customer experiences, streamline sales, simplify pricing, and enhance equipment offers.
- Decreased call-in-rate by enhancing Self-Serve through offering Certified Device Replacement options for customers with controls to minimize NTF and damaged device returns, garnering >500k revenue per month.
- Serve as Scrum Master on Agile effort projected to generate $34M and deliver consistent profile data to all channels creating seamless, personalized experiences in both authenticated and unauthenticated states.
- PM experience includes: planning and executing agile sprints, resourcing, risk mitigation planning, managing project deliverables, status management, team building and management
- Organized and facilitated sprint planning, daily stand-up meetings, reviews, retrospectives, release planning, demos and other Scrum-related meetings. Coach associates on SCRUM techniques and agile practices.
- Subject-Matter Expert and trainer on JIRA/Confluence and Clarity portfolio management software. Member of team to migrate Enterprise from Microsoft Outlook to Google (SaaS).
PROJECT MANAGER
Verizon Wireless
01.2005 - 04.2013
- ECOMMERCE & SELF-SERVE PRODUCTS, Facilitated project management for multiple B2C, B2B, and B2E e-commerce and website-based application development initiatives.
- Drove team through delivery of on-time technology and business solutions, including analysis, design, development, testing, training, and installation of post implementation support.
- Directed multiple cross-channel project teams, collaborating billing, order fulfillment, customer service, network, and third-party applications.
- Key member of Internet Services team which deployed approximately 150 projects per year with 100% on-time, within budget, and to specifications.
- Championed Global Phone Self-Serve project generating $900M in 2011 and $1.1B in 2012—through integrating B2C internet site with all front-end systems to enable customers to add/drop Global features.
- Boosted site traffic 51% by leading implementation of consistent global navigation across multiple B2C, B2B/B2E systems/applications.
- Increased self-service transactions 30% by implementing “Worry-Free Guarantee” project to increase upgrade transactions by offering early upgrades online.
- Received Special Recognition Award (2010) for contributions on the 4G LTE launch.
SENIOR BUSINESS ANALYST | APPLICATION ANALYST
Memorial Care Health System
01.2003 - 01.2005
- Served as dedicated technical point of contact for users within multi-location, non-profit hospitals and health center network.
- Conducted troubleshooting and root cause analysis to resolve and mitigate systems issues with KEANE and PBS applications.
- Coordinated and implemented software upgrades, modifications, and orchestrated change management.
- Supported 250 physicians across 4 top hospitals: Saddleback, San Clemente, Orange Coast and Anaheim Memorial Medical Center.
- Exceeded 99.9% service level objectives for all applications supported.
- Performed gap analysis to identify areas of improvement.
- Generated standard and custom reports to provide insights into business performance.
- Interacted with medical personnel to understand business needs and translate into requirements and project scope.
Education
Bachelor of Science - HEALTHCARE MANAGEMENT
University of La Verne
La Verne, CA1997
Skills
- Project Management
- Agile Coach
- Change Champion
- Excellent Remote/Virtual Skills
- Enterprise Planning
- Negotiation
- Leadership
- Adaptability
- Stakeholder Engagement
- Software Implementation & Training
- Mastery of JIRA/Confluence/Rally/ Clarity/Webex/Zoom/Figma
- Microsoft Office/ Excel/Powerpoint/ Project/Teams/Jabber
Accomplishments
- Program Manager for 2018/2019 multi-phase strategic Initiative to personalize device and accessory recommendations across all channels. Projected $76M in annual benefit through increased upgrades, accessory sales, employee time savings and return rate reduction.
- Led 2017 cross-channel team through the creation of a Next-generation device troubleshooting platform leveraging agile frameworks. Total Impact $5.95 million/1 year
- Led 2016 program to reduce 2.2M Customer Service calls by 40% (880k) by enabling customers to self- serve their support for Device Settings and Issues, Voice/SMS, and Data Connectivity.
- Orchestrated 108 successful physician practice conversions implementing EPIC and Medical Manager Practice management software at single and multi-facility and clinical sites. (KPC Information Technology Corporation).
Additional Experience
C O M P A N Y/ P O S I T I O N
Pacific Coast Hematology/Oncology - Practice Management Consultant
SeeBeyond Technology Corporation (Sun>Oracle) - Engagement Manager, Professional Services
Prescription Solutions (division of PacifiCare) - Principal, I.S. Development Services
KPC Information Technology Corporation - Project Lead, I.S. Application Services
CIGNA Healthcare (CAREMARK, CVS) - Ambulatory Operations Manager
Lorimar Telepictures/Warner Brothers Studio - Administrative Director
Certification
- PMI ACP - Project Management Institute Agile Certified Professional
- Professional Scrum Product Owner, Scrum.org - 2018
- Professional Scrum Master PSM1, Scrum.org - 2017
- Certified Scrum Master, Scrum Alliance - 2016
Timeline
Agile Coach/Scrum Master
Exactuals, LLC.| City National Bank
06.2022 - Current
PROJECT MANAGER/SCRUM MASTER (Contract)
Revel IT (Chipotle Mexican Grill Inc.)
10.2020 - 03.2021
PROGRAM MANAGER /SCRUMMASTER/RTE
Verizon Wireless
04.2013 - 04.2019
PROJECT MANAGER
Verizon Wireless
01.2005 - 04.2013
SENIOR BUSINESS ANALYST | APPLICATION ANALYST
Memorial Care Health System
01.2003 - 01.2005
Bachelor of Science - HEALTHCARE MANAGEMENT
University of La Verne
- PMI ACP - Project Management Institute Agile Certified Professional
- Professional Scrum Product Owner, Scrum.org - 2018
- Professional Scrum Master PSM1, Scrum.org - 2017
- Certified Scrum Master, Scrum Alliance - 2016
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