Experience

NLP Logix

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• • Oct 2022 - Present

  Lead a team of 3-5 Product Owners. Responsible for working with clients and internal UX, Development & Client Ops teams through the full software development cycle (Planning, Analysis, Design, Implementation, Testing & Integration, Maintenance). Also act as a Scrum Master to ensure all stories are groomed and ready for the next spring as well as going through the process of adding sun tasks to the stores for the developers to work.

• • Jan 2022 - Oct 2022

  Responsible for working with clients and internal UX, Development & Client Ops teams through the full software development cycle (Planning, Analysis, Design, Implementation, Testing & Integration, Maintenance)



Experian

• Information Services
• 700 & Above Employee

• D2C Product Owner

  • Sep 2020 - Jan 2022

  Reporting to the Vice Present of Service Delivery. I own and support all D2C (Direct to Consumer) products by acting as the liaison between Customer Care and the global product teams (marketing & technology). Participate in story writing & prioritizing as well as attending daily scrum calls. -Salesforce Chat Pilot -Salesforce E-mail to Case Implementation -Supporting multiple front end product initiatives Reporting to the Vice Present of Service Delivery. I own and support all D2C (Direct to Consumer) products by acting as the liaison between Customer Care and the global product teams (marketing & technology). Participate in story writing & prioritizing as well as attending daily scrum calls. -Salesforce Chat Pilot -Salesforce E-mail to Case Implementation -Supporting multiple front end product initiatives



Hertz

• United States
• Travel Arrangements
• 700 & Above Employee

• • Jun 2017 - Sep 2020

  Reporting to the Sr. Director of Global Customer Experience. I supported the Global Customer Care organization of 1,000+ employees in the transition from legacy systems to Salesforce. I owned the Customer Care portion of the Salesforce platform from deployment to maintenance. I also led a team of 3 administrators that maintained the application after implementation.Salesforce E-mail to Case & Chat Implementations-Gathered business requirements & translated them into stories that the technical teams could understand.-Participated in Daily Scrum calls & weekly prioritization meetings until full implementation was completed.-Gathered and created response templates with translations to support 6 languages.-Gathered and created quick response templates for chat.-Created a Global Reason Code Structure that supported all product offering across the globe.-Created Global & Regional Dashboards and Reports to allow real-time daily managements of teams as well as a high-level view of Global Performance.-Partnered with Technical & Training Teams to develop training materials to support the transition to Salesforce as well and any new hires in the future.o New reporting gave the supervisors the tools they needed as well as visibility that was not there with the legacy systems. Cases Closed per hour increased by 2 and re-opens reduced by 20%+.o Sunset 3 legacy e-mail systems & chat platform.Salesforce & Legacy Maintenance Team-Team of 3 administrators.-Salesforce Maintenance – Dashboards & Reports, Templates, Quick Text, Knowledge Articles (internal and external), all pick list values, agent capacities, etc.-Legacy System Maintenance – update and maintain all legacy systems until replaced & sunset.-Met with business to gather any enhancement ideas/needs.-Translated business requirements into stories that the technical teams could understand.-Attended Scrum calls & prioritization calls. Show less

• • Mar 2015 - Jun 2017

  Reporting to the Director of North America Customer Care. I applied Lean Six Sigma Methodologies to ensure the successful execution of cost savings initiatives for an organization of 500+ employees.· Worked with Leaders at every level in the organization to support all cost savings initiatives.· Provided monthly analysis of revenue adjustments, attrition & absenteeism.· Scoped projects to accurately estimate savings while protecting revenue.· Achieved savings of $1 Million +.· Completed Prince2 Foundation Project Management Coursework. Show less

• • Feb 2010 - Feb 2015

  Reporting to the Rental Management Manager. I directly supervised a team of 20+ insurance company liaisons and provided support to 2 other supervisors and their teams of 20+ insurance company liaisons.-Met with executives at a top auto insurance provider & helped secure a primary contract worth 100+ million in revenue.-Performed interviews to secure top talent for the 30 open positions to support the new volumes.-Created training materials and ran training classes for the new hires.-Supported my team in achieving their career goals. Over 5 years, 4 of my team members were promoted into entry level management positions.Lean Six Sigma Program· Completed Lean Six Sigma Yellow Belt Training Requirements.· Completed Lean Six Sigma Green Belt Training & Project Requirements.· Completed 2 Green Belt Projects with cost savings of $50,000+.· Created an online support tool to help Yellow Belt Candidates complete their projects after they pass their training course.· Directly coached one of my own team members and helped him become Yellow Belt Certified. Show less

• • Jul 2008 - Feb 2010

  Support a team of 20+ Rental Management Liaisons and cover workloads when they are away. Lead in charge in Team Performance Leader (Supervisor) absence.

• • Oct 2005 - Jun 2008

  Manage Insurance Company Relationships by ensuring all direct billing is completed accurately and reaching out to the insurance company any time the renter's repairs went longer than expected for an extension to keep the renter from having any out of pocket not due by them.

• • Sep 2003 - Sep 2005

  Provide professional and timely service to customers in a breakdown or accident. Show empathy for the unfortunate situation and resolve it to the best of my ability. Make every effort to recover the situation and retain every customer's business.