Pamela Olbert

Spearhead and oversee client delivery teams for the seamless execution of deliverables aligned with SLAs (service level agreements) and contract criteria.
Collaborate with cross-functional teams, including Product Implementation, Solution Architecture, Engineering, and clients, to articulate needs into actionable stories and requirements.

Ensure efficient communication of progress and status to both internal and external stakeholders.
Mentor Client Operations Managers for the seamless execution of deliverables aligned with SLAs, and contract criteria.
Drive strategic project planning and timelines, crafting and managing comprehensive project plans with defined roles, responsibilities, and milestones.
Prioritize client backlog strategically, monitor project status, and ensure streamlined problem resolution, and effective deadlines.
Create and manage detailed projects and implementation plans.
Vigilantly monitor Client Delivery bench depth, guaranteeing the allocation of appropriate resources for the execution of contracted deliverables.
Collaborate extensively with Xpanse leaders and internal teams to address customer needs, and strategically plan contract deliverables.
Function as the primary point of contact for areas of escalation, orchestrating regular meetings to uphold client satisfaction.
Oversee the communication of progress to internal and external stakeholders, fostering positive client relationships. Collaborate effectively with internal teams (Client Operations, Solution Architecture, Senior Management, etc.). To address customer needs.
Personally interact with clients to build enduring relationships and devise inventive approaches for an outstanding client experience.
Efficiency Improvement and Strategy. Identify and implement advanced methods and processes to expedite cycle delivery, enhance efficiency, and elevate client ROI.

Play a pivotal role in developing a robust client growth strategy, collaborating seamlessly with Xpanse leadership.

Innovate and implement processes, KPI measures, and presentations to optimize client operations.
Collaborate intimately with Xpanse product teams to formulate comprehensive product implementation playbooks and runbooks.
Strategically schedule regular meetings and engagements with clients to ensure peak satisfaction.

• Innovated a new process to reduce duplicate flood zone requests and slashed monthly operation costs by $10K. Certified Scrum Product Owner (CSPO) responsible for managing developer tasks and product backlogs.
• Served as Scrum Master in his/her absence.
• Oversaw a team of over 18 software developers working on multiple projects and storyboards simultaneously.
• Developed user stories based on customer specifications for the software development team, evaluated products, and provided feedback; conducted reviews, and formalized UI enhancement strategies. Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues, and improving end-user satisfaction. Updated, configured, and maintained computer records, digital records, and SQL databases. Achieved successful system deployments by coordinating cross-functional teams throughout all stages of development.
  • Lead the process of creating a product/program's business case. Developed customized reports, meeting specific department needs, while ensuring data accuracy and accessibility.
  • Developed and managed communication between end users, vendors, and IT departments to resolve production and development environment problems. Led focused efforts to continuously improve processes, tools, or organizational effectiveness. Worked with the Product Owners, business partners, decision makers, and end users to define and document the roadmap and sprint-level goals, requirements, user stories, and outcomes. • Led requirements gathering through strategic input, project management, and operational planning. Tracked and communicated team metrics and sprint/release progress to all teams and management, identified trends and errors, and reviewed data.
• Collaborated with internal and external stakeholders to document and communicate business, user, and product requirements. • Documented procedures, resource documentation, and recorded system changes for troubleshooting and auditing. Defined and created functional specifications through coordinated workshops, creating use cases, and process models. Managed complex software platforms with critical business requirements for financial, product, and compliance requirements. Identified and defined solution processes, scope, status, objectives, and timelines for all projects. Drafted and maintained documentation, formulated software testing strategies, and spearheaded network and product capability expansion plans. This included managing configuration, data, user permissions, workflow, reporting, upgrades, and processing. • Assisted and collaborated with the production of documents, reports, briefs, meeting materials, analysis, graphics, best practice presentations, benchmark info, interim and final deliverables. Oversaw additional responsibilities as a certified Scrum Product Owner.. Spearheaded system upgrades to enhance user experience and improve overall functionality.
  Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
  Elicited and clearly documented business and system requirements.

• Oversaw product management, including business systems engineering design and support for business units
• Served as senior consultant on multiple systems and projects
• Maintained and supported assigned projects and software, developed technical specifications for new applications and updates, troubleshoot systems, and conducted product testing
• Directed and managed network expansion, providing administrative support for over 10 local and 12 satellite locations, core business systems and servers
• Conducted UI design overhauls and devised risk and disaster management strategies
• Analyzed and refined complex requirements and acceptance requirements for all sizes of program/products across multiple business units
• Planed, and facilitated cross-functional meetings with business stakeholders and staff
• Organized and led sprint planning and release planning, daily stand-ups, sprint reviews, retrospectives, and other agile-related events
• Created and managed interface designs, prototypes, data flow diagrams and system models
• Translated functional and non-functional specifications for internal and external software requirements
• Managed applicable vendor relationships and coordination of vendor deliverables Developed policy and guidance documentation, such as standard operating procedures, memoranda, and guideline documents for use by the team in understanding and implementing internal policy
• Created and managed technical user manuals, system configuration documentation and other technical reports for all sizes of products/programs
• Led business units in documenting and prioritizing business partners’ objectives within their aligned roadmaps
• Mentored less experienced team members of systems, configurations, and tool suite
• Worked with Cyber Security Specialists and Policy Analysts to assist information security policy programmatic development and support
• Drafted and updated system administration, product release, test case, and test script documentation; prepared and presented business proposals, financial statements, network status and security compliance reports, and test progress reports
• Enhanced productivity and maximized revenue by streamlining the applicant screening system for loans
• Developed and implemented a new system for loan applications.

• Supervised multiple cross-functioning staff teams including support staff
• Oversaw daily processes including HR operations, branch management, financial accounting and budgets, computer networks, and IT operations
• Orchestrated routine maintenance of business systems, engineering tasks, and software applications
• Collaborated with support staff, streamlined SOPs, and automated key procedures; planned and implemented annual marketing strategies
• Managed to grow production and business while undergoing budget and workforce cuts
• Secured over $2M in revenue from monthly sales
• Outperformed monthly production quotas while consistently meeting deadlines
• Coached and mentored high-performing staff members.