Customer Experience Manager
Worked cross-functionally through concept, design, development, deployment, and post launch analysis to develop project documentation (BRDs, FSDs, and TRDs) for all projects.
- Partnered with SSI to create the Automated Reporting Tool (ART) reducing manual reporting hours by 162K and saved $4M annually
- Built business case to incorporate combining Streamline pages to Advantage Add as a Percentage of Core project that saved 60 seconds CRT an annual savings of $981K
- Incorporated employee feedback to successfully launch the Employee Benefit Change and increased employees with tablets by 72% within 5 days of launch
- Provided high demand support for the SunCom project to ensure policies, processes, training, call routing, and integration of legacy SunCom procedures were in place by launch date. Worked closely with the SunCom project team to develop the Business Requirements Document and complete User Acceptance Testing prior to launch and provided support to resolve any identified issues