Product Strategist III Resume Example

Served as lead analyst to VP of contact center.

• Responsible for executive reporting. Led implementation of new reporting projects including development of daily reporting system and executive dashboard on call handling.
• Conducted analysis on day to day operations of our contact center. 
• Expert on contact cost analysis. Developed formulas for cost of average call handling for each service area.
• Business lead for automated telephone solutions.
• Analyzed member satisfaction usage and correlated to calls and call results. Analyzed members with repeated calls and correlated to usage of other contact channels.
  

Worked in diverse areas of business including Marketing and Analysis, Customer Management, Operations, and eCommerce.

Managed teams of up to 5 associates and contractors.

• Set-up new team to work on special segmentation and reporting projects within credit card account management.
• Managed team responsible for name selection process of a customer management campaign that mailed 5 million existing customers monthly.  Team was responsible for all quality control checks and reporting on customers included.  As part of the process, all fulfillment actions were also implemented.
• Set-up reporting systems for a new interactive VRU product being being implemented.  Product was used across departments to carry out various marketing and collections campaigns.  Reporting system was set-up to pull data from both the VRU product database and existing cardholder data and could be run by the business units running the campaign.