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@heatherthomas
Results-oriented Senior Project Manager with a passion for agile methodologies.
I am a results-oriented Senior Project Manager with four years of progressive experience leading cross-functional teams and delivering high-impact software and process improvement projects. My proven track record in agile methodologies, remote team management, and organizational efficiency has equipped me with the skills necessary to drive project success. I am adept at leveraging tools like Jira and Confluence to enhance transparency and sprint velocity, ensuring that teams remain aligned and focused on their goals.
At Rocket Lawyer, I led multiple concurrent agile software projects, facilitating all agile ceremonies for high-performing remote teams. My efforts improved sprint velocity by 10% through effective coaching and workflow refinement. I take pride in my ability to produce detailed progress reports, manage project risks, and maintain clear communication with stakeholders, ensuring that everyone is informed and engaged throughout the project lifecycle.
With a strong background in process optimization and a commitment to continuous improvement, I am passionate about bringing strategic leadership and agile facilitation to my next Project Manager role. I thrive in environments that value collaboration and innovation, and I am eager to contribute my expertise to drive organizational success.
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Work history, roles, and key accomplishments
Rocket Lawyer
Sep 2021 - Present (4 years 2 months)
Led multiple concurrent agile software projects, ensuring on-time delivery and team alignment. Facilitated all agile ceremonies for high-performing remote teams and improved sprint velocity by 10% through coaching and workflow refinement. Administered Jira projects, automations, and dashboards for organizational visibility and transparency.
Rocket Lawyer
Aug 2019 - Sep 2021 (2 years 1 month)
Spearheaded internal process reviews to enhance efficiency and reduce manual workload across fulfillment operations. Collaborated with internal departments and third-party vendors to maintain and improve operational tools. Trained and coached team members while maintaining performance metrics and departmental KPIs.
Rocket Lawyer
Jan 2015 - Aug 2019 (4 years 7 months)
Managed scheduling and resource allocation to consistently meet service level targets. Successfully reduced call abandon rate from 14% to 2.8% through effective performance leadership and strategic process adjustments. Maintained detailed reports and KPI dashboards to accurately track call center performance.
Rocket Lawyer
Jul 2012 - Jan 2015 (2 years 6 months)
Conducted comprehensive quality assurance audits and provided targeted coaching to agents, significantly improving customer experience scores. Developed and maintained internal quality reports, coaching logs, and documentation workflows. Ensured adherence to quality standards across customer interactions.
Convergys Corp
Delivered remote software support training and diagnostics for Microsoft products. Served as a Subject Matter Expert and lead problem resolution representative for Juniper Networks. Managed small team performance and streamlined escalation workflows.
Degrees, certifications, and relevant coursework
Bachelor's in Software Engineering, Software Engineering
Currently pursuing a Bachelor's degree in Software Engineering. This program focuses on developing skills in software development, programming, and system design.
Associate of Science, Science
Completed an Associate of Science degree in 2013. This program provided foundational knowledge in various scientific disciplines.
Nursing Assistant, Nursing Assistant
Completed a Nursing Assistant program in 2006. This training provided essential skills for patient care and support in healthcare settings.
Software and tools used professionally
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