Years of experience: 23

Call CenterITCall Center Supervisor🐦 DesignCustomer ServiceConsulting

Trust Score

Highly reliable; strong professional involvement.

65%
Megan's Career Path
Product ManagerApr. 2024 -
Nov. 2024
MastercardProduct Manager
Columbus, Ohio, United States• Lead Contact Center conversion from Avaya to Genesys CX and AWS Lex. • Breakdown stakeholder requirements, create features/user stories, prioritize and manage feature product backlog. • Provide C Suite updates on progress/status • Update call flows to improve customer experience and efficiency before migration. • Align delivery team and product team with priorities for PI/sprints. • Mitigat...
Product Customer EngagementJul. 2023 -
Apr. 2024
U.S. BankProduct Customer Engagement
Remote• Managing strategy for enterprise IVRs, currently converting to AWS Connect to optimize functionality. • Key SME in representing and translating the voice of the customer and balancing business priorities across multiple business lines within Contact Centers. • Collaborate daily with key business stakeholders, IT partners and other groups on product strategy and roadmap execution for AWS clo...
Technology Innovation Consultant (Technology Product Manager)Jan. 2017 -
Jul. 2023
NationwideTechnology Innovation Consultant (Technology Product Manager)
Columbus, Ohio Area• Led strategy for enterprise Contact Center platform product (Genesys Cloud CX (SaaS)) while adding NLU functionality with Amazon Lex. • Formulated strategic product roadmap that demonstrated future goals to the various business units and prioritized the feature backlog. • Created gap assessment and managed recommendations for mitigation. • Established guidelines and baseline metrics for clo...