Danielle Stewart

About Danielle Stewart

With over 20 years of experience in the utility industry. I have a proven track record of delivering timely and quality results, ensuring stakeholder satisfaction and alignment, and innovating and developing new processes to streamline operations and improve efficiency across departments.I am also a certified instructor and a passionate trainer, who has spearheaded the overhaul of the sales new hire program, introduced mentorship and performance tracking initiatives, and provided extensive support for product launches and system enhancements.I have a keen eye for data analysis and visualization, using tools such as My SQL Workbench, Remedy BI, and Tableau to automate processes, generate actionable insights, and document departmental procedures. I am a compelling communicator and presenter, who excels at building and maintaining strong client relationships, resolving complex and diverse problems, and facilitating collaboration and change.

Experience

1. Lead Program Manager, Ami Digital Process Design for Field Deployment

   National Grid

   Jul 2024 — Present · Syracuse, NY, US

   Establish schedule for Digital Process Design (DPD) field deployment initiatives, identify workshop participants, define guiding principles, escalate risks and issues, ensure continuity across processes. • Identify where process maps already exist and where new ones need to be created. • Develop data driven presentations and business cases that provide analytical insight and recommendations on standardization and process improvement. • Lead the completion of detailed process maps and user stories that are required to deliver the value case for AMI. • Develop workshop materials, document workshop notes, resolve open items and create DPD documentation. • Identify, track, and manage key decisions, action items, and associated follow up. • Map acceptance criteria into product features; Coordinate with IT for technical acceptance criteria. • Provide support and guidance to product teams to better understand business requirements and acceptance criteria and ensure continued alignment of the to-be process with product development. • Support and participate in Agile Product Increment planning as needed.

Education

• Columbia College

  Bachelor's degree

Skills

• Call Center
• Telecommunications
• Customer Experience
• Broadband
• Troubleshooting
• Customer Retention
• Icoms
• Salesforce.com
• Customer Service
• Vendor Management
• Security
• Reporting Metrics
• Quality Control
• Provisioning
• Workforce Management
• Contact Centers
• Performance Management
• Employee Training
• Telephony
• Networking
• Management
• Team Building
• Dispatchers
• Wireless
• Customer Satisfaction
• Training
• Wireless Technologies
• Sales
• Voip
• Call Centers
• Team Leadership