Carmen Brown

About Carmen Brown

With over a dozen years of experience implementing complex solutions across multiple industries, I focus on understanding the comprehensive solution in order to deliver a valued return on investments.I am energetic and love to work in fun, and exciting environments.Outside of work you can find me galavanting around the US - hiking, eating from delicious restaurants and finding some time for yoga of all kinds - especially vinyasa - getting my flow on!

Experience

1. Senior Manager

   Accenture

   Aug 2016 — Present

   LARGE PACIFIC NW UTILITIES CUSTOMER – CUSTOMER INTERFACE DELIVERY LEAD, Web, Mobile, and IVR (Seattle, WA)Successfully delivered a multi-million digital transformation program, partnering with Avanade, including re-platform and enhancements of Interactive Voice Recognition (IVR), implementation of Visual IVR Release, 2 Back Office Releases, and a large scale, multi-technology web and mobile implementation.Managed a mixed team (Client, Accenture, Avanade, and 3rd party contractors and vendors) of 150+ onshore / offshore resources in the implementation of to implement an AWS cloud-based web solution. Solution utilizes Sitecore, an integrated customer experience platform with a robust data tracking, storage, and reporting engine that supports existing client corporate marketing and outreach business needs. The solution leverages a new microservices layer built on AWS containerized infrastructure to access SAP through the MCF service layer. Existing customer information is leveraged to segment customers and provide them with a personalized web experience. The digital transformation program resulted in achieving key benefits for customers and operations alike by helping customers engage with their energy provider through new self-service options that are seamless in experience across digital technologies and realize a 22% reduction in call center volumes, 20 second reduction in handle times, and an increase in customer satisfaction (7 JD Power score points).SOLUTION ARCHITECT/DELIVERY LEAD, LARGE SCALE HEALTHCARE WEBSITE (WASHINGTON D.C.)Aided in defining the solution for the 2014 Eligibility and Enrollment functionalityDefined and manage the project plan as a part of the eligibility operations for the marketplaceManaging the delivery of a critical 2014 functionality

Education

• California Polytechnic State University-San Luis Obispo

  Bachelor of Science (B.S.), Chemistry

  2002 — 2006

Skills

• Business Process
• Data Conversion
• Business Process Improvement
• IT Strategy
• Analytics
• Business Transformation
• Sdlc
• Solution Architecture
• Integration
• Project Portfolio Management
• Test Planning
• Change Management
• Testing
• Soa
• Data Modeling
• Business Analysis
• Strategy
• Sql
• Visio
• Software Project Management
• Marklogic
• Agile Methodologies
• Project Management
• Pl/Sql
• Java Enterprise Edition
• Enterprise Architecture
• Business Intelligence
• Strategic Consulting
• Management Consulting
• Program Management
• Oracle
• Requirements Analysis
• Pmo
• Pmp
• Leadership
• Business Architecture
• Business Process Design
• Product Management
• Requirements Gathering