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Independent Project/Product Manager Consultant

Results-focused customer experience manager equipped with 10+ years of success orchestrating software development lifecycle, from initial planning through implementation and customer success. Managed a customer success team that maintained a 97% customer satisfaction rating for 5 years.  Successfully scaled the customer support team from an 8AM-5PM operation to a 24X7 operation while maintaining our 97% satisfaction rating with new and existing customers.  Certified Six Sigma Green Belt who skillfully institutes Lean and Scrum methodologies to improve productivity and efficiency. Offer proven track record of executing on-time Oracle upgrade projects, in addition to other major software deployments.  Extensive experience directing global project teams as well as motivating reports to achieve and exceed established expectations. My goal is to confidently foster and maintain positive relationships, with keen ability to integrate diverse organizations. I thrive in dynamic environments and creatively resolve complex business and technical problems. 

Specialties: Business Analysis • Software Development Lifecycle • Project Management • Process Improvement • Inventory Control • Requirements Definition • System Analysis, Design, Improvement, Integration • Customer Success • Contract Negotiation • Change Acceleration • Cross-Functional Communications

Current contract is establishing a customer service organization for a local startup.  I am defining all of the internal processes as well as working with a team of developers to define the development process and delivery methods.

Customer Experience Manager: As the Customer Experience Manager, I lead a team of talented individuals who participated in all phases of the customer lifecycle.  My team members fielded tier 1, 2 and 3 support tickets, as well as writing and publishing all end user documentation and providing customer training.  Acted as the main interface point and collaborator cross organizationally, often leading teams including sales engineers, developers, customer support and sales.  My job was to ensure that our customers had a positive experience with the system and the people that the were in contact with.  This also included creating an internal training program for employees.

• Consistently maintained a 97% customer satisfaction rating for new and existing customers while:

Scaling customer support operation from an 8AM-5PM operation to a 24x7 operation in just 2 weeks.

Implementing a support contract that increased volume by over 800 times our normal volume.

Doubling the number of staff m

Customer Experience Manager

Start-up company focused on recruiting and placing top Oracle talent, I was responsible for leading hiring,
screening, and placement of candidates based on skill set and experience level.

Recruiter

Oversaw Sun Risk Analysis System (SRAS) project, including coordinating all system
upgrades and updates each quarter in conjunction with global team members across China, India, Canada, and US; system is being used by 9,000+ people worldwide. Ensured on-time software releases. Administered cross-departmental impact on systems and processes. Elicited, documented, and scheduled all project deliverables and milestones. Directed cross-functional teams tasked with completing requirements gathering process utilizing Scrum methodology.

Project Manager

Served as Production Support Lead for Oracle inventory, shipping, and order management-related issues; evaluated correlated business effects. Ensured continuity throughout all business silos, while serving on crossfunctional team; liaised with IT development and business management. Played integral role in completing critical system enhancements and resolving bugs to avoid subsequent negative impact on various business
units. Suggested and instituted new business processes concerning order closing and inventory tracking.

Business Process Specialist

Find out detailed information about Kristin Zenisek, Independent Project/Product Manager Consultant in Northglenn, CO

Kristin Zenisek: Independent Project/Product Manager Consultant in Northglenn, CO

Kristin Zenisek

- Independent

VisionLink, Inc

Brainbank LLC

Sun Microsystems Inc

GE Access

University of Colorado