Kwabena Tettey

Consultant - Digital Commerce @Deloitte

Program Manager | Client: Multinational Cruise Line Company- Stood up the Program Reporting function of the client’s newly established Agile Program Management Office (APMO) for their eCommerce organization- Provided Program-level and Project-level oversight and governance across a set of eCommerce initiatives and projects- Launched a monthly Operational Program Report to give leadership more visibility into program-level milestones, escalated risks & issues (RAID), and cross-team dependencies- Created and maintained a Risk Register to track and resolve ongoing risks and issues across APMOProgram Manager | Client: “Big Five” Information Technology Company- Established program governance structure and reporting for Shopify commerce integration project to manage program scope, drive accountability and ensure timely delivery - Collaborated with cross-functional teams to evaluate current state processes and provided recommendations to reduce inefficiencies across multiple systems and workflows- Designed architecture diagrams to document future state processes with Shopify integration across the following capabilities: Order Management, Customer Support and Analytics- Analyzed 100+ commerce capabilities and assessed parity with Shopify’s product ecosystemProgram Manager | Client: Fortune 50 Information Technology Company- Managed end-to-end triaging and resolution of incoming issues, bugs and escalations related to order returns which impacted 100+ customers weekly- Developed process design documentation around order management, return operations and customer support processes to improve operational efficiency- Collaborated with cross-functional teams to build and maintain operational dashboards which track order returns metrics for a bi-weekly steerco review- Analyzed trends in data to generate new insights around order management processes