Tish Hagstrom
Aubrey,USA
Summary
Seasoned Sr. Project Manager with a proven track record at American Airlines, adept in agile methodology, DevOps, and customer relationship management. Contributed to the development and product delivery for 40+ AWS Connect migrations and managed most of the Genesys Contact Center migrations, while championing Agile and DevOps transformations. Experienced overseeing diverse teams of product owners, architects, developers, business analysts and quality assurance professionals engaged in complex projects with a solid understanding of contact center technologies and project management tools required for a product owner position.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr. Project Manager
American Airlines
Fort Worth, TX
09.2015 - Current
- Migrated NAVIA, IVR, and Digital teams from Rally to ADO and acted as ADO SME for the new CCP IT squads/teams.
- Led multiple ADO training sessions and provided how-to documentation.
- Created squad backlogs with iterations, features and team features, and monitored “Are we Fit” to ensure we are mapping to CAPEX/OPEX initiatives with proper cadence advised by Delivery Excellence and the Commercial Product Alignment team.
- Created monthly newsletter CHAATTER to provide communication and awareness with the newly combined teams, including NAVIA, IVR, Reporting/Analytics, and Digital squads. CHAATTER provided team accomplishments, special thanks, individual travel experiences, pictures, special announcements, birthdays, work anniversaries, and personal accomplishments.
- Following Reservations successful migration to Genesys after the corporate merger, managed cross-functional teams for more than 20 projects migrating complex business units to Genesys and Genesys Cloud. Business units included CR, CBRO, ITHD, SSC, DOD, Envoy, TMSC, PSC, ARC, DCA, SecOps, and Parts360, with many more projects for adding new custom capabilities and upgrading product applications.
- Managed Daily standups for multiple project teams to identify roadblocks, create and prioritize user stories, track deadline driven work and communicate progress to stakeholders.
- Actively participated in planning efforts for Agile Release Planning Sessions for highly diverse teams.
- Managed vendor relationships to facilitate deliverables and meet business requirements for on-time delivery.
- Managed multiple meetings and schedules to ensure participants’ engagement with identifying risks and dependencies, providing mitigation strategies, and fulfilling team commitments.
- Scheduled and participated in meetings to understand potential impacts for infrastructure hardware, software, and equipment upgrades to project delivery timelines and objectives.
- Managed detailed project plans and action items for multiple projects and meetings simultaneously.
- Conducted stage and production testing while validating all scenarios to confirm product delivery meets business requirements and success criteria.
- Created and revised call flow diagrams while verifying routing strategies were accurately demonstrated and validated prior to product deployments.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Collaborated with engineers and developers to understand their scope of work for unique requirements to communicate effectively to the business and estimate task completion dates and target delivery dates.
- Proficient with PlanView (PV) which was the resource and budget planning tool previously used in IT for funding approval. Known as the PV expert supporting multiple funding efforts.
- Trained business partners and agents on using Genesys Interaction Workspace and other applications for their call centers.
- Created user stories for multiple roles and conducted grooming sessions for Release and Iteration planning.
Project Manager, American Airlines, Contractor
Connections IT Professional Services
Fort Worth, TX
09.2014 - 09.2015
- Key participant in the LAA/LUS Domestic Reservations migration to the NAVIA platform, responsible for setting up program Iteration planning sessions for all stakeholders, leading wall walk activities to gather requirements, create user stories, identify dependencies and risks, and entering all work into Rally with correct assignments organized in multiple backlogs for diverse teams organized by workstream.
- Attended all workstream meetings while documenting project status and distributing notes to all stakeholders
- Migrated NAVIA team from tracking time in timekeeper to Rally and became the Rally Champion for NAVIA in the beginning stages of the agile transformation.
- Facilitated daily standups, providing updates in Rally, tracking acceptance criteria, tasks, time estimates and documentation.
- Wrote weekly accomplishments for NAVIA and distributed to leadership.
- Following the LAA/LUS merger, coordinated a celebratory event for all Call Center Technology teams and executives at the CR Smith Museum, while distributing awards to everyone involved with the successful migration to a single platform.
Event Planner/Logistics Coordinator
Clasma Events
Irving, TX
01.2004 - 12.2013
- Negotiated contracts with AV production companies, show decorators, and hotel/convention centers to make significant budget cuts and increase profitability
- Created and managed all budgets, and handled all income and expenses for the events and daily business expenses
- Created and maintained event websites and the speaker portal online collaboration system
- Worked with developers and customers to identify functional requirements and design for the user interface of a proprietary event management system which eventually was sold to the public market
- Coordinated schedules and timelines for events
- Traveled to all events and manage show logistics, event registration, sponsor relations, speaker management and event staff
- Set-up webinars to promote upcoming events and topics
- Managed email promotion of events
- Set-up all online event registrations with PCI compliance for credit card transactions
- Created data driven analytics to provide comparisons on event statistics and demographics
Marketing Communications Specialist/Trade Show Coordinator
TAC Americas (Schneider Electric)
Carrollton, TX
03.1998 - 11.2003
- Managed detailed trade show and events budget for the marketing department.
- Traveled throughout US and Canada to plan and manage trade shows, conferences and other event logistics, including all purchasing for the marketing department.
- Created online lead generation/CRM system.
- Created marketing metrics for quality assurance
- Implemented an online program for supplying literature and promotional products to more than 300 distributors, both domestic and international.
- Led the company transition plan when purchased including new logo, press releases, annual report and other marketing brochures and collateral.
- Created and managed Competitor Analysis documentation provided to all sales teams.
- Created and managed company online incentive program.
Education
Bachelors of Science - Interdisciplinary Studies
University of North Texas
Denton, TX12.1994
Texas Teaching Certificate - Elementary Education
University of North Texas
Denton, TX12.1994
Skills
- Agile methodology
- Amazon web services
- Azure DevOps
- Organized and Detail-oriented
- Problem-solving
- Project goals and milestones
- Project management
- Requirements gathering
- Scope management
- Stakeholder relations
- Strategic planning
- Teamwork and collaboration
- Verbal and written communication
- Work Planning and Prioritization
Certification
Black Belt Six Sigma Certification
- MSI Management Science & Innovation
- May15,2015
Timeline
Sr. Project Manager
American Airlines
09.2015 - Current
Project Manager, American Airlines, Contractor
Connections IT Professional Services
09.2014 - 09.2015
Event Planner/Logistics Coordinator
Clasma Events
01.2004 - 12.2013
Marketing Communications Specialist/Trade Show Coordinator
TAC Americas (Schneider Electric)
03.1998 - 11.2003
Bachelors of Science - Interdisciplinary Studies
University of North Texas
Texas Teaching Certificate - Elementary Education
University of North Texas