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Work Background
PointClickCareProduct Manager
Jan. 2021
CventProduct Lead
Jul. 2017 - Dec. 2020Draper, UTI work with an engineering team to deliver features that provide value to our customers. My role includes research, requirement gathering, road map management, and post-release activities like creating marketing materials and training. These projects range from 1 sprint to multi-year deliverables.
CventProject Manager
Feb. 2016 - Aug. 2017Draper, UtahProject management for this role was heavily dependent on building and maintaining relationships with multiple white-glove clients simultaneously. The budgets for events ranged from $20K-$130K. This role also required leading multiple project teams of up to 4. The projects were managed end-to-end, from signing the contract to being onsite with the client to finalizing the billing to close the books.
LanyonBusiness Analyst
Aug. 2015 - Aug. 2016Draper, UTThis role was focused on working with clients on complex software configuration. This included configurations for applications handling registration, content management, exhibitor management, and onsite management. I was responsible for meeting configuration deadlines, working with clients throughout the process, and going to the event for software and hardware support.
eBay MarketplacesInteraction Analyst
Oct. 2014 - Dec. 2015Draper, Utah
eBay MarketplacesBusiness Process Analyst
Jul. 2010 - Oct. 2014Using customer survey metrics, productivity metrics, and other data sources to identify opportunities to improve customer and teammate experiences for six departments. Recommendations provided addressed agent behavior, process, policy, tool, and product improvements and enhancements. Testing proposed changes to processes and tools. Provided end-user support to measure sustainable improved customer experiences measured by customer survey responses and reduced contacts.
eBay MarketplacesOutsourcing Analyst
Jul. 2008 - Jul. 2012Draper, UTManaging day-to-day performance of outsourced partners in the Philippines and India. Using quality trends, productivity metrics, customer survey metrics, and other data sources to identify opportunities to improve customer and teammate experiences for two departments. Travel to Philippine offices several times.
SprintSupervisor
Jan. 2005 - Dec. 2007Responsible for leading a team of 20+ agents to meet quality, productivity, and customer survey metric goals. Assisting with recruiting and building training for new mobile-technology training.
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