Debra Guillory
Jacksonville,FL
Summary
Results-driven Problem, Change and Release Manager with extensive experience in developing problem-solving frameworks and leading cross-functional teams. Known for strong analytical skills and effective communication, contributing to enhanced product delivery efficiency and continuous process improvement.
Overview
43
43
years of professional experience
Work History
Problem Manager
Prudential
01.1990 - 04.2020
- Served as Problem, Change and Release Manager
- Problem Management activities included the collaboration with cross-functional teams to discuss, access, track and resolve problems critical to the business.
- Provided off-hour support 24/7 for critical/high severity problems, requiring immediate resolution.
- Developed and implemented problem-solving frameworks to address complex organizational challenges
- Change Management activities included the review, risk assessment and sign-off of change installing to Prudential platforms.
- Led cross-functional teams to streamline Problem, Change and Release processes and enhance product delivery efficiency.
- Coordinated 2 of the 6 Large/Complex releases and 3 of the 6 Limited Scope releases each year, which included weekly updates/meetings.
- Analyzed release metrics to identify areas of improvement, driving continuous enhancement initiatives.
- Mentored junior team members on problem, change and release strategies/tools, fostering professional growth and knowledge sharing.
- Managed risk assessments for releases, ensuring compliance with industry standards and organizational policies.
- Collaborated with development teams to troubleshoot issues during the weekend release Production cycle, minimizing deployment delays and ensuring a seamless customer experience on Monday morning.
- Established automated workflows for deployment processes, reducing manual errors and increasing reliability of releases.
- Maintained version control systems meticulously, ensuring accurate tracking and easy rollback capabilities when necessary.
- Planned and orchestrated end-to-end processes
- Collaborated with project developers, quality assurance team members and business analysts.
- Proactively managed stakeholder expectations throughout the release cycle by providing timely updates on progress and addressing concerns promptly.
- Developed comprehensive release documentation for seamless handoff to support teams, improving end-user satisfaction postlaunch.
- Facilitated post-release debriefs with team members to identify areas of improvement, driving continuous process refinement over time.
Owner
House Of Mille De Fleur
04.2007 - 01.2019
- Designed custom floral arrangements for various occasions, enhancing customer satisfaction and loyalty.
- Developed marketing strategies to increase brand visibility and attract new clients.
- Managed inventory levels to ensure availability of fresh flowers and supplies, reducing waste.
- Trained new staff on floral design techniques and customer service practices, improving team performance.
- Developed strong vendor relationships to source high-quality materials at competitive prices.
- Led workshops to educate customers on flower care and arrangement techniques, fostering community engagement.
- Oversaw event floral design projects, ensuring timely delivery and adherence to client specifications.
- Utilized floral design techniques to craft unique floral arrangements. My designer was my daughter and she had very unique designs which was the cornerstone of our shop.
- Transported and set up floral arrangements for large-scale functions, comprising of weddings, funerals, and banquets.
- Developed loyal customer base through attentive service, expert advice, and consistent high-quality product offerings.
- Streamlined order processing by implementing an efficient system for tracking client requests and delivery schedules.
Owner
Stamp Vending Business
01.1986 - 01.1999
- Serviced Stamp Vending Machines on a monthly basis, removing coin and refilling product. There were approximately 200 located in Jacksonville, Gainesville, Ocala, and some parts of Georgia.
- Diagnosed and repaired vending machine malfunctions to ensure optimal performance.
- Leveraged strong communication skills to effectively convey complex technical information to non-technical customers in an easily digestible manner.
- Reduced downtime by performing routine maintenance checks on vending machines.
- Increased efficiency of service calls, prioritizing urgent repairs and preventative maintenance tasks.
Systems Analyst
Prudential
12.1979 - 01.1990
- Worked with internal customers to review potential application issues related to NB and Post Issue Policy processing.
- Collaborated with cross-functional systems teams to identify and resolve application issues.
- Responsibility for multiple feeds from outside vendors including laboratory results.
- Worked with MIB, Inc. to facilitate the transmission of MIB data to and from Prudential, including usage of the standalone MIB machinery
- Analyzed system requirements and specifications to enhance application performance and efficiency.
- Developed and implemented comprehensive testing plans for software applications, communicated upcoming changes to the internal customer base and facilitated weekend Production testing to ensure no impact
- Prepared business leads for our Field Partners and prepared selections of data based on Legal Department needs.
- Attended multiple sessions with Systems and Business partners to discuss enhancements/improvements, many of which were ultimately implemented, proving lucrative to Prudential.
Senior Medical Fees Clerk
Prudential Financial
06.1977 - 06.1978
- Processed Medical Fee payments for insurance related New Business services.
- Maintained the Doctor Inquiry and Update applications of all Prudential approved providers
- Reviewed monthly statements from Paramedical Companies to facilitate bulk payment processing
- Worked with Systems to create new applications to replace the manual review process
Education
High School Diploma -
Nathan B Forrest
Jacksonville, FL06.1977
Skills
- Positive Attitude and the belief that there is a resolution for every problem
- Problem, Change, and Release Management skills
- Analytical mindset and great problem solving abilities
- Extremely organized and Reliable
- Team Player and Effective communicator
- Multitasking Abilities
- Computer skills including Microsoft Excel, Word, Project and Flow Chart
- Preventive Maintenance
Timeline
Owner
House Of Mille De Fleur
04.2007 - 01.2019
Problem Manager
Prudential
01.1990 - 04.2020
Owner
Stamp Vending Business
01.1986 - 01.1999
Systems Analyst
Prudential
12.1979 - 01.1990
Senior Medical Fees Clerk
Prudential Financial
06.1977 - 06.1978
High School Diploma -
Nathan B Forrest