Sara Santiago
Davenport,FL
Summary
High-performing Project Manager with a passion for the TECH industry. More than eight years of experience impacting organizational outcomes through dedication and strong partnerships gaining valuable transferable skills. Strong track record of quickly learning and adapting to new and complex situations. Confident in the ability to collaborate with cross-functional teams to solve complex, high-stakes problems. Committed to continuous improvements and contributing to team success.
Overview
7
7
years of professional experience
Work History
Technical Project Manager
Vivaticket
01.2022 - Current
- Manage multiple >1M projects in US and Latin America markets
- Established and enforced project timelines and deadlines.
- Established strong partnerships and engagement with project stakeholders
- Identified gaps in project team's accountability and ownership of deliverables
- Managed software development projects, with overall technical, cost, schedule, and risk responsibilities
- Created and maintain master project schedules ensuring all tasks are consistently kept current
- Coordinated work with internal engineering groups, outside vendors, consultants, and team members
- Communicated project plans and progress to key stakeholders and project contributors.
- Created and implemented contingency plans to address potential risks.
Implementation Analyst
Vivaticket
08.2019 - 01.2022
- Lead SQL database creation and design as well as CMS platform management
- Lead training, troubleshooting, software implementations and custom development for clients
- Collaborated with upper management to drive strategy and implement over 10 new processes.
- Conducted data analysis and software testing before program deployment
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
Training Specialist
Wells Fargo Merchant Services
01.2017 - 01.2019
- Developed lesson plans, instructional materials, and written practice tests for new hires and skill development training courses to support an organization of over 250 Owner Associates.
- Utilized cross-training techniques to boost productivity and develop each team member's individual skill set.
- Sized all submitted training requests to determine the gap, scope, and intervention required
- Ensured that all learning and development materials are of high quality and reflect current legislations, regulatory guidance, policy, and industry best practice
- Responsible for creating and presenting reporting of metrics to senior leadership
Quality Assurance Analyst
Wells Fargo Merchant Services
01.2016 - 01.2018
- Reinforced performance expectations by identifying improvement opportunities and presenting constructive, effective feedback to team members and management to improve call center stats
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
- Developed reports and materials for key stakeholders related to quality goals, progress, and challenges.
- Worked directly with WFMS Legal and Compliance teams to develop and implement WFMS Ad Lo and Cross-Sales Quality Assurance Program for internal call center sales teams
- Mentored and coached team members on QA topics and strategies.
Education
BBA - Fashion and Furniture Design
School of Plastic Arts of Puerto Rico
Skills
- Training
- CMS platform management
- SQL/Database Management
- Jira/Confluence
- Verint
- Smartsheet
- MS Project
- Agile and Waterfall Methodologies
- SaaS
- Azure/AWS
- Timely Project Completion
- Budget Administration
- Project Manager Supervision
- Supplier Relations
- UAT Support
Languages
Spanish
Native or Bilingual
Timeline
Technical Project Manager
Vivaticket
01.2022 - Current
Implementation Analyst
Vivaticket
08.2019 - 01.2022
Training Specialist
Wells Fargo Merchant Services
01.2017 - 01.2019
Quality Assurance Analyst
Wells Fargo Merchant Services
01.2016 - 01.2018
BBA - Fashion and Furniture Design
School of Plastic Arts of Puerto Rico
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