Dana Patrick
Elk Grove,CA
Summary
Experienced Program Manager skilled in building management systems to ensure system/process efficiency and performance, coupled with the ability to build strong relationships to influence and implement change.
Overview
22
22
years of professional experience
Work History
Program Manager, WW Retail Repair Operations
Apple, Inc.
01.2021 - Current
- Responsible for end to end Retail Service Parts configuration in SAP for Retail stores globally
- Partner with AppleCare Systems Readiness team to ensure accuracy of service part setup in SAP PD2 ensuring configuration meets Retail system requirements in PD2
- End to end ownership of SAP PD3 service part fetching and configuration to align with Retail store system requirements
- Manage program to 100% data accuracy ensuring flawless support of Retail store part ordering process and customer Point of Sale transactions.
Change Management Lead, People BPR
Apple, Inc.
01.2018 - 01.2021
- Provided change management support on People projects varying in scope and complexity
- Engaged with key stakeholders to identify change impacts and mitigate project cutover risks
- Develop and deliver communications and training programs to maximize user adoption
- Managed change activities for cross-functional ServiceNow case management system implementation, training strategy creation and measurement of training effectiveness to drive improvement
- Developed and implemented resource request intake process, and managed related tool development to optimize department wide resource allocation process
- Created training assets to support employees using People systems such as Apple Benefits Portal, supported related People site updates.
Program Manager, WW Operations BPR
Apple, Inc.
01.2012 - 01.2018
- Designed, validated, and implemented global business and system processes. Developed KPIs to measure process effectiveness and drive continuous improvement programs
- Polaris system (SAP PN3) implementation and production system program management
- Managed successful development and implementation of 50+ global business and system process and KPI dashboards
- Developed worldwide, cross-functional SAP PD2 & PD9 change control process. Scaled new process to six additional critical systems based on management recommendation
- Atlas Portfolio Management Tool program management
AppleCare Transportation Manager, Americas Logistics
Apple, Inc.
01.2010 - 01.2012
- Responsible for $125M freight budget and all associated lanes of transportation
- Drove process changes to improve the customer experience while driving $20M savings in freight costs
- Managed relationships with transportation providers including UPS and FedEx, AppleCare Depot management, and Apple Retail store leads in an effort to drive operational and reporting improvements.
Data, Analytics, and Solutions Manager, Americas Logistics
Apple, Inc.
01.2007 - 01.2010
- Managed team of eight Analysts and Developers responsible for EDI connectivity, data warehousing, analytics, and web application development
- Drove carrier data quality improvement of +62% in Global Track and Trace system during seven month period
- Implemented department process standardization and relationship management procedures for third party application owner and global transportation providers.
Executive Assistant, Americas Operations
Apple, Inc.
01.2003 - 01.2007
- Performed administrative and project management functions varying in complexity and sensitivity
- Successfully managed payables valuing over $40M annually.
Area Associate, AppleCare
Apple, Inc.
01.2002 - 01.2003
- Performed administrative and project management functions varying in complexity and sensitivity
- Lead AppleCare Protection Plan sales incentive program.
Education
Bachelors of Arts - Operations Management & Analysis
Skills
- Change Management
- Process Improvement
- Communications
- SAP Knowledge and Experience
Timeline
Program Manager, WW Retail Repair Operations
Apple, Inc.
01.2021 - Current
Change Management Lead, People BPR
Apple, Inc.
01.2018 - 01.2021
Program Manager, WW Operations BPR
Apple, Inc.
01.2012 - 01.2018
AppleCare Transportation Manager, Americas Logistics
Apple, Inc.
01.2010 - 01.2012
Data, Analytics, and Solutions Manager, Americas Logistics
Apple, Inc.
01.2007 - 01.2010
Executive Assistant, Americas Operations
Apple, Inc.
01.2003 - 01.2007
Area Associate, AppleCare
Apple, Inc.
01.2002 - 01.2003