Hi, I’m
Seaon M. Carter
Charlotte,USA
Summary
Seasoned leader with more than 25 years of experience providing services and technology solutions to clients. Ultimate team-builder and cross-functional collaborator who leads teams to define practices that enable all to succeed. Customer relationship expert with both internal and external customers, focusing on mutual respect and goals. Creative problem solver with expertise in multiple disciplines that enables the design of comprehensive solutions. Effective communicator building strong relationships and openly sharing successes and process improvements. System-focused manager streamlining work processes and ensuring effective and efficient results. Solutions-oriented leader focusing on successful business goals, driving team to exceed defined objectives.
Overview
25
years of professional experience
Work History
LuxoftCharlotte, NC
Program/Project Manager
06.2023 - 08.2024
Job overview
- Company Overview: Empowers business leaders with enhanced analytics and software engineering capabilities
- Served as the program/project manager for the Project Management Office (PMO) overseeing the successful running of multiple DIRECTV projects
- Enhanced audit process which included Sarbanes-Oxley Act (SOX) and Payment Card Industry (PCI) auditors
- Managed invoicing and statements of work for the DIRECTV account
- Worked within a duel methodology of agile and waterfall to fulfill the needs of each project
- Participated in virtual audits to provide accurate information to the auditors as it pertains to SOX and PCI audits
- Served as a SCRUM Master, on an as needed basis, to performed daily agile standup ceremonies to align work for the different project (agile and waterfall) with primary team
- Held weekly meetings with clients and internal teams to ensure projects were on schedule
- Participated in weekly and quarterly meetings with the client to ensure transparency across all projects
- Monitored and oversaw internal DirecTV EOSL (End of Service Life) datacenter migration activities, including technical refresh initiatives, managing transitions from data centers to other datacenters
- Empowers business leaders with enhanced analytics and software engineering capabilities
TruistCharlotte, NC
Product Owner/Manager
08.2022 - 04.2023
Job overview
- Company Overview: Checking and savings accounts, credit cards, mortgages, investments, small businesses, and commercial banking
- As a product owner at Truist, my primary responsibilities were to execute the strategy for the team’s area of responsibility based on client and company needs, which can include client experience, coordinating improvements in payment processing APIs and real time payments along with back-office processes or systemic processes outside the client journey overseeing ACH payments and real-time transactions, ensuring efficient processing and compliance with regulatory standards per the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA)
- Support key risk routines and integrate existing processes with new requirements and enhancements around governance and reporting for Privacy Portal
- This role is critical to partnering with the Line of Business (LOB) in creating and developing business processes, solution architecture, creating epic/story/defects in support of the Privacy Portal
- Specifically worked as the Product Owner for the development, design and deployment of Truist’s customer facing Privacy Center Portal
- Coordinate with two teams, Privacy Portal Content Management (PPCM) and the Personal Data Request Team (PDR) to successfully launch a live pilot of the Privacy Portal prior to it going live to satisfy the compliance of the California Consumer Privacy Act (CCPA)
- Worked with the managers of each team to solidify the go live plan as well as provided guidance and support plans through the pilot and into production
- Worked with the SCRUM Masters, UX/UI Designers, Developers, and Quality (QA) from each team to manage the story backlog and creation of new stories for the teams
- One of the key primary responsibilities was to possess the ability to interface credibly and build relationships with various businesses and control partners at the junior and senior levels
- Another accomplishment was working with other Product Managers to translate the product vision into epics and features that can be actioned by the delivery teams
- Assisting in building the roadmap for future epics and features as well as managing risks and expectations, as they pertain to specific projects, was the key responsibility for this position of Product Owner
- Checking and savings accounts, credit cards, mortgages, investments, small businesses, and commercial banking
Bank of AmericaCharlotte, NC
Application Programmer V/Product Advocate/Product Owner
02.2021 - 08.2022
Job overview
- Company Overview: Banking, mortgage and home equity products are provided by Bank of America, N.A., and affiliated banks Members FDIC
- Served as a point of contact in a fast paced Scaled Agile Software Development Life Cycle (SDLC) environment for a technical development team utilizing on and off shore developers to deliver business requests and provide recommended solutions in 2 week scheduled project iterations
- This role is critical to partnering with the Line Of Business (LOB) in creating and developing business processes, solution architecture, creating epic/story in support of BofA projects
- Worked specifically with the Enterprise Resiliency and Change Technology (ERTC) team to align continuity planning efforts across several teams (Third Party Exit Strategy, Consolidated Operational Reporting (Condor), Crisis Management Planning Tool (CMPT), Centralized Business Continuity Tool (CBCT), and Shared Platform for Interdependent Entity Relationships (SPIDER aka ODESE))
- Works with business partners within one business function to align technology, solutions with business strategies
- Regularly collaborated directly with stakeholders and subject matter experts to consider and define technical and business requirements for the buildout of a new business application/components as well as understanding the downstream affects of any changes made on the frontend
- Worked closely with designers, developers and quality assurance teams to ensure the Americans with Disabilities Act (ADA) standards were met and in compliance
- Functioned as the team administrator in Atlassian products Jira and Confluence for the development team, regularly creating, editing, and monitoring user stories in progress by the team which included organizing and prioritizing the team backlog, examining sprint cycle reports for process improvement purposes, as well as managing application agreements and essential team documents
- Functioned as Scrum Master facilitating daily stand ups, regular user story refinement sessions, sprint planning to ensure the team is on track to meet business needs and teams’ goals established during PI planning
- Coordinated release management initiatives with software developers, stakeholders, the PMO team as well as QA and UAT testers
- Collaborated with stakeholders to create conceptual business flow diagrams regarding a new application
- Banking, mortgage and home equity products are provided by Bank of America, N.A., and affiliated banks Members FDIC
AvidXchangeCharlotte, NC
Process Manager II
05.2020 - 09.2020
Job overview
- Company Overview: At AvidXchange, we build software solutions and dedicated service teams that completely automate your accounts payable and payment process, liberating your AP from the endless paper with a digital application that provides you with 24/7 on-demand access
- Accountable for the end to end efficiency and effectiveness of that process across AvidXchange
- Through metrics and API trend analysis, I recommended Service Improvement Plans with possible solutions obtained from technical teams for the department or business unit
- Develop, improve, measure and report on assigned IT processes utilizing the ITIL framework
- Identified and prioritized application defects for best resolution to production products
- Review and test assigned processes, including new enhancements, reports, major releases, and data quality requirements
- Influence others to deliver best practice operational process through training and coaching
- Understand assigned ITIL Process Metrics, Key Performance Indicators (KPI’s), Critical Success Factors (CSF) and perform high depth analysis
- Deliver subject matter expertise for assigned ITIL processes
- Communicate with stakeholders, Business and Technology Services support teams to deliver appropriate messages on ITIL processes
- Provided weekly PowerPoint presentations to C-Level execs of data gathered via ServiceNow to show trends in data as well as identifying and ranking high level incidents and problems
- At AvidXchange, we build software solutions and dedicated service teams that completely automate your accounts payable and payment process, liberating your AP from the endless paper with a digital application that provides you with 24/7 on-demand access
The Select GroupCharlotte, NC
Engagement Manager
11.2019 - 04.2020
Job overview
- Company Overview: The Select Group excels in providing managed solutions, and project-based resources to help clients achieve their strategic goals and organizational objectives
- Responsible for building and expanding relationships with new clients and assigned clients (Duke Energy, CISCO, Apple, HPE, Leidos)
- Managing the re Accountable for the end to end efficiency and effectiveness of that process across AvidXchange
- Through metrics and API trend analysis, I recommended Service Improvement Plans with possible solutions obtained from technical teams for the department or business unit
- Develop, improve, measure and report on assigned IT processes utilizing the ITIL framework
- Identified and prioritized application defects for best resolution to production products
- Review and test assigned processes, including new enhancements, reports, major releases, and data quality requirements
- Influence others to deliver best practice operational process through training and coaching
- Understand assigned ITIL Process Metrics, Key Performance Indicators (KPI’s), Critical Success Factors (CSF) and perform high depth analysis
- Deliver subject matter expertise for assigned ITIL processes
- Communicate with stakeholders, Business and Technology Services support teams to deliver appropriate messages on ITIL processes
- Provided weekly PowerPoint presentations to C-Level execs of data gathered via ServiceNow to show trends in data as well as identifying and ranking high level incidents and problems
- The Select Group excels in providing managed solutions, and project-based resources to help clients achieve their strategic goals and organizational objectives
AMDOCS INC. (formerly DST Innovis)Charlotte, NC
Assistant Director/Customer Success Manager (CSM)/Strategic Relationship Director (SRD), Business Analyst (BA)
02.2001 - 11.2019
Job overview
- Company Overview: AMDOCS, global leader in Customer Care and Billing applications for the telephony industry, acquired DST Innovis, a leading provider of enterprise software applications to the Broadband, Cable, and Satellite (BC&S) television industry in 2005
- As the Assistant Director, established key measurements for project management, infrastructure, testing, and support
- Build and maintain a high-performance team, and an engaging culture of excellence driven around providing a best-in-class customer experience ensuring that we gain and maintain recognition for the quality of customer service that we provide
- Provided technical leadership on front-end technologies for enterprise call center design and application development
- Provided and led implementation plans for rollout of custom CRM solutions per customer
- Executed a plan to reduce total open production tickets by 50%
- Defined structure/discipline for the production support area: defined common definitions with customer for severity levels and root causes
- Provided Crisis and Risk Management expertise to both internal and external customers
- Developed process and procedures specific to crisis management as well as problem management
- Provided Call Center expertise to enhance call center improvements via measurements across the clients’ footprint
- Established key measurements for project management, infrastructure, testing, and support
- Met or exceeded goals each year
- Our account has the highest quality rating in North America as measured by escaping defects and by defects per development hours
- As the CSM and SRD, manage large-scale product management projects, vendor relations, global product management and software engineering
- Serve as a key member of the senior management team with a proven ability to capture market opportunities based on customer understanding
- Assist in all aspects of the business unit for strategic planning, competitive analysis, and full product lifecycle execution from requirements through marketing and launch, with matrix business development and product management, marketing and R&D budget responsibility
- AMDOCS, global leader in Customer Care and Billing applications for the telephony industry, acquired DST Innovis, a leading provider of enterprise software applications to the Broadband, Cable, and Satellite (BC&S) television industry in 2005
Education
International Six Sigma Institute
SCRUM Product Owner
01.2023
University Overview
Certification
International Six Sigma Institute
SCRUM Project Manager
01.2023
University Overview
Certification
International Six Sigma Institute
Six Sigma Black Belt
01.2023
University Overview
Certification
International Six Sigma Institute
SCRUM Master
01.2022
University Overview
Certification
University of Phoenix
BSB/M from Business Management
Control Data Institute
AAS from Computer Information Systems (CIS)
University Overview
Certification
Skills
- Proven Leadership
- Team Building & Collaboration
- SDLC Methodologies
- Change Management
- Resource/Relationship Mgmt
- Project /Program Management
- PMI Practices
- Call/Support Center Mgmt
- Account Management
- Metric Management
- Business Process Optimization
- JAD/RAD Sessions
- Enterprise Implementations
- Risk Management
- CRM Solutions
- Oracle Data Assistant (ODA)
- SCRUM Master Certified
- ITIL Best Practices and Standards
- Territory Development Expansion
- B2B and B2C Strategic Planning
Personal Information
Title: Sr., CSSBB, SMAC, SPOA
Core Expertise
- Proven Leadership
- Team Building & Collaboration
- SDLC Methodologies
- Change Management
- Resource/Relationship Management
- Project/Program Management
- PMI Practices
- Call/Support Center Management
- Account Management
- Metric Management
- Business Process Optimization
- JAD/RAD Sessions
- Enterprise Implementations
- Risk Management
- CRM Solutions
- Oracle Data Assistant (ODA)
- SCRUM Master Certified
- ITIL Best Practices and Standards
- Territory Development Expansion
- B2B and B2C Strategic Planning
Professional Highlights
- Seasoned leader with more than 25 years of experience providing services and technology solutions to clients.
- Ultimate team-builder and cross-functional collaborator who leads teams to define practices that enable all to succeed.
- Customer relationship expert with both internal and external customers, focusing on mutual respect and goals.
- Creative problem solver with expertise in multiple disciplines that enables the design of comprehensive solutions.
- Effective communicator building strong relationships and openly sharing successes and process improvements.
- System-focused manager streamlining work processes and ensuring effective and efficient results.
- Solutions-oriented leader focusing on successful business goals, driving team to exceed defined objectives.
Timeline
Program/Project Manager
Luxoft
06.2023 - 08.2024
Product Owner/Manager
Truist
08.2022 - 04.2023
Application Programmer V/Product Advocate/Product Owner
Bank of America
02.2021 - 08.2022
Process Manager II
AvidXchange
05.2020 - 09.2020
Engagement Manager
The Select Group
11.2019 - 04.2020
Assistant Director/Customer Success Manager (CSM)/Strategic Relationship Director (SRD), Business Analyst (BA)
AMDOCS INC. (formerly DST Innovis)
02.2001 - 11.2019
International Six Sigma Institute
SCRUM Product Owner
International Six Sigma Institute
SCRUM Project Manager
International Six Sigma Institute
Six Sigma Black Belt
International Six Sigma Institute
SCRUM Master
University of Phoenix
BSB/M from Business Management
Control Data Institute
AAS from Computer Information Systems (CIS)
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