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Avalon Swain, PMP

Avalon Swain, PMP

Concord, NC, United States
Member since June 4, 2018
Avalon is a PMP certified project manager and scrum master. He is recognized for excellent program and application development project management skills, especially with concurrent projects, phases, deliverables, and milestones while successfully delivering to metrics of scope, quality, timeliness, budget, and customer satisfaction. Outstanding communication skills with the ability to explain detailed, technical program-specific information.
Avalon is now available for hire
Project Highlights
Expertise
  • Agile
  • Agile Project Management
  • Jira
  • Kanban
  • Project Management Professional (PMP)
  • Salesforce
  • Scrum
  • Technical Project Management
Employment
  • Senior Project Manager
    2018 - 2018
    NKR Insurance Services (via Toptal)
    • Managed the planning, analysis, design, and development of a startup, financial services company's web application.
    • Partnered with the client to document company and product vision, goals, milestones, and roadmap.
    • Established, along with the client, the agile project development environment, product personas, epics, and user story backlog.
    • Implemented project sprint ceremonies including backlog grooming sessions, sprint planning, daily stand-ups, sprint demos and reviews, and sprint retrospective meetings.
    • Provided program management status reporting for the client's board review and approval.
  • Salesforce Program Manager
    2012 - 2018
    Intentional Signs
    • Managed the technology investment and operations of a marketing and sales technology consultancy for several manufacturing and distribution industry clients.
    • Aligned and partnered with client stakeholders to lead several agile, waterfall, and hybrid projects in the delivery of personalized marketing automation, customer relationship management and business intelligence digital and print media solutions.
    • Increased the web visibility 200% and marketing leads 70% annually through the deployment of email, social, digital, mobile, and web automated marketing campaign solutions via Salesforce Marketing Cloud.
    • Improved the sales conversion rates 65% annually through the integration of optimized customer relationship management and customer service solutions via Salesforce Sales Cloud and Salesforce Service Cloud. Successfully led two Marketing Cloud, four Sales Cloud, and two Service Cloud client implementations.
    • Supported several key clients including Hertz Corporation, TIAA, Discovery Education, VF Corp, and Pacific Pond.
    • Implemented marketing automation and digital transformation initiatives.
    • Managed customer relationships and provided business requirements management, process improvement and strategy, and technology business case justification..
    • Conducted program management for CRM, ERP, EPM, and financial reporting project teams.
    • Worked on business intelligence and predictive analytics.
  • CRM Program Manager
    2003 - 2012
    TCA
    • Established the technical vision and direction of a B2C residential services franchise.
    • Led a team of 25+ service engineers to meet customer service levels.
    • Managed all the technical hardware solution implementation projects including servers, storage, network, data/voice, VoIP, Wi-Fi, and mobility.
    • Handled all the software solution implementation and defect resolution projects including Linux and Windows infrastructures and customer relationship management, audio/video surveillance monitoring, access control, case management, project management and financial reporting application systems.
    • Headed enterprise productivity and business intelligence deployment; using MS Windows Server and MS SQL Server.
    • Oversaw office productivity and the project management system implementation; using MS Office, MS Visio, and MS Project.
    • Managed customer relationships, financials, and collaboration productivity; using MS Dynamics CRM and MS SharePoint.
    • Provided customer support concerning Salesforce Sales Cloud and Salesforce Support Cloud.
  • Manager
    2001 - 2003
    IBM
    • Managed $8 million to $15 million in global services customer relationship management consulting practice revenue and 20 functional and technical consultants to support Oracle/PeopleSoft CRM system implementations.
    • Provided career development support for consultants, and project managers and increased team productivity billable hours, driving revenue increase across the consulting practice.
    • Developed CRM operations maturity, knowledge capital, best practices and SDLC, and waterfall & agile project and risk management plans customized for the energy, financial services, investment banking, capital markets, wholesale banking, retail banking and insurance industries.
    • Partnered also with strategy consultants to architect, build, and implement PPM and PMO knowledge capital and project management best practices for investment banking clients.
    • Supported several key clients including JP Morgan, Sprint, CBS, NewPower, and age Philadelphia Housing Authority.
    • Managed customer service, contact center, and call center deployments; using PeopleSoft CRM.
    • Integrated the customer relationship management with ERP and financial systems; using Oracle and SAP.
    • Delivered a CRM consulting practice marketing campaign and project plans; using MS Project and MS Office.
  • Manager
    1997 - 2001
    Accenture
    • Aligned with the strategy and process consulting practice management to plan and deliver enterprise architecture, customer relationship management, eCommerce, and enterprise performance management consulting engagements at Fortune 100 financial services, investment banking, capital markets, retail banking, and insurance clients.
    • Planned and managed several large, complex application and infrastructure projects simultaneously and led the global implementation project teams of 12 - 18 technical consulting and client architects.
    • Oversaw and was responsible for partnering with executive level project stakeholders to ensure that all the project charter, scope, quality, risk, cost, resource, and time constraints were managed and that the communication plans were accurately and efficiently executed.
    • Supported the application development best practice and knowledge capital delivery at investment banking, retirement, fixed income, capital markets and insurance clients.
    • Supported several key clients including USAA, Aetna, Empire, Atlantic Bank, Bank of America, and the Carolinas Healthcare System.
    • Developed and customized a CRM, eCommerce, and EPM systems; using Adobe Dreamweaver and MS Visual Studio.
    • Contributed to enterprise architecture, BI, IT operations maturity model, and IT service delivery assessment; using KX.
    • Delivered project plans, ROI, and TCO reporting; using MS Office, MS Project, Open Workbench, and Lotus Notes.
Project History
  • Global Customer Master Data Implementation
    Managed the design and delivery of customer acquisition and onboarding strategies, processes, and technologies.

    Aligned with business partners to implement customer data governance policies and processes.

    Implemented technology to effectively acquire, cleanse, consolidate and safeguard the accuracy of customer information in a global enterprise consumer goods environment.

  • Executive Scorecard Implementation
    Led delivery of a balanced scorecard dashboard for TIAA senior leadership team.

    Managed the planning, analysis, design, build, and deployment phases in an agile hybrid project environment for the delivery of customer sales and financial metrics via Tableau, Salesforce, and AWS cloud-based solutions.

  • Global Salesforce Implementation
    Successfully migrated several Hertz global business units from disparate automated marketing systems to Salesforce.

    Led the planning and delivery of Salesforce Marketing Cloud, Sales Cloud and Service Cloud solutions for several Hertz global business units. Initial deliverables included business case justification, project charter, and epic/user story backlog. Also responsible for backlog grooming, sprint planning, daily standups, sprint review, and sprint retrospective sessions.

Education
  • Bachelor of Science in Business Administration (BSBA) degree in Management Information Systems
    1981 - 1985
    East Carolina University - Greenville, NC, USA
Certifications
  • Project Management Professional (PMP)
    JUNE 2018 - JUNE 2021
    Project Management Institute (PMI)
  • Salesforce Sales Cloud Consultant Certification
    JANUARY 2018 - JANUARY 2019
    Salesforce
  • Salesforce Administrator Certification
    JUNE 2017 - JUNE 2019
    Salesforce
  • Salesforce App Builder Certification
    JUNE 2017 - JUNE 2019
    Salesforce
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