Fullerton College

California State University-Fullerton - College of Business and Economics

Digital Product & Services Consultant

California, United States

Pacific Dental Services

Senior Manager of Revenue Operations Products

- HIPAA-compliant mobile-responsive online health history, encompassing both dental and medical histories. Business rules governing access for and updates to primary and dependent patients under the same account.* Dental fees entry and calculation system with built-in governance and tax region specific support.* Patient eligibility and benefits system designed to support both company and outsourced insurance carrier data capture teams, with extensive CDT and transaction code cataloguing. Automatic process preceding this to provide >70% data capture via 270/271 Web service and Web scraping processes.

Product Owner (Consultant)

Agent for Agile (Scrum) transformation within the eBusiness group, among business partners and executive stakeholders. Head Product Manager for the digital insurance implementation team, leading product backlog execution with two product owners to maintain compliance standards and DOI regulation across 9 auto clubs reaching 11 million members.* Launched online binding of policy changes for vehicles and drivers.* Identified A/B test candidates to continually improve conversion rates and usability.* Co-authored digital business framework to drive vision and cross-organization engagement.* Facilitated the transition of all disparate payment activities for Membership and Insurance products into a single process funnel, with PCI 3 compliance.

Automobile Club of Southern California

Digital Product Manager

Execute a Pragmatic Marketing approach in an Agile (SCRUM) development environment, functioning as Product Manager and Product Owner for the employee-level risk mitigation and regulatory compliance solution, sourcing market insights externally from clients, contractors and suppliers, as well as within the organization. Developed an LMS (learning management system, eLearning solution) on the <a href="http://Force.com">Force.com</a> platform (Salesforce) to support use cases of induction, competency, and compliance of contractor and supplier employees, with one level of instructional design.* Partnered with other product managers and departments to design and execute the product management discipline from the ground up.* Created the company’s first roadmap for the employee-centric solution.* Initiated the first monthly stakeholder sync to align internal executives and directors with product development efforts.* Developed an LMS (learning management system) on the <a href="http://Force.com">Force.com</a> (SalesForce) platform.

PICS Auditing, LLC

Product Manager

Managing critical business response initiatives with a team of 5 direct reports, including contractors and regular employees, with 6 additional offshore outsourced resources. Such activities include proactive procurement, library acquisitions, and servicing of theatrical and home entertainment episodic (e.g., TV) and non-episodic (e.g., features, MOW) title and Alpha metadata to client LOB stakeholders across the studio domestically and internationally. Projects, mostly collaborative, leverage conceptual, structural, and tactical approaches as guided by phases of visualization to planning, then from implementation to project close. Team is also the business owner for the master data management (MDM) system which governs this data and associated intellectual property, ingesting from extracts and reverse feeds, and then distributing to over 80 downstream systems studio-wide. Project lead for the 12-18 months project to migrate the current system to a new platform and participant in multiple discussions to ideate data models, data governance, and business rules.* Project lead for $1.9 million 12-18 months project to migrate legacy master data management (MDM) system to a new platform.* Led initiative to procure data from 3rd party provider to augment existing titles by ~300%.* Restructured outsource resourcing which improved communications and productivity.

Sony Pictures Entertainment

Director, Global Data Strategy and Operations

Managed global day-to-day operations with 5 direct reports (contractors and full-time labor) for the aggregation, production, packaging, quality assurance, and syndication of rich multi-language/market digital media content (marketing copy and assets, e.g., images, video, 3D tours, documents, etc.) for consumer electronics and IT manufacturers, including Microsoft, Sony, EA (Electronic Arts), Canon, and Samsung, down to distributor, reseller and retailer eCommerce site catalogs, including Amazon, Costco, BestBuy, and QVC. Provided direct program management for multiple client accounts (e.g., Cisco, Dell, Lenovo) encompassing data production needs, partner marketing efforts, catalog analysis and mapping, metrics for analysis of syndication traffic, and expanding or new business development initiatives. Prepared decks for quarterly business reviews with clients, sales presentations, and executive reporting. Interfaced and coordinated regularly with domestic and international sales, marketing, product management, and data production, up through executive management to deliver results for directly managed accounts, accounts of other program managers, and any open and new business opportunities. * Established and product managed all operations processes for a new program to dynamically deliver rich content inline on reseller sites via JavaScript. * Business intelligence, analysis, and data efficiency improvements using Birst, Excel, and other tools. * Coordinated efforts to relocate file management needs from one CDN (content delivery network) to another. * Led and project managed all technical and business aspects of the platform redesign and restructuring of the Lenovo channel brand showcase within 2 months. * Created and administered protocols for resolving style and format of content dynamically and statically rendered on sites, including compliance with Amazon A+ guidelines. * Newest employee to ever receive CCS’ annual Excellence Award (2012).

CBS Interactive

Sr. Program Manager / Project Manager, CNET Content Solutions

Advised and developed solutions for URL redirection issues occurring after a PHP to ASP migration utilizing Parallels Helm for multiple customer websites designed and hosted by a leading website provider for plastic surgery professionals.

Internet Health and Beauty Company (PlasticSurgery.com)

Technical Consultant

Developed a whitepaper for advising recording artists on potential options for financing their projects via crowd funding, lending, and private investing.

ArtiSans Label

Record Label Intern

Planned, scheduled, procured resources, and delivered sound production, engineering, and live music talent for an outdoor wedding.

Wedding Ceremony

Live Entertainment Consultant

Produced, recorded, mixed, performed on (all electric guitar parts), and mastered a record single on a very small budget. Listen: <a href="http://www.youtube.com/watch?v=S_Mt3Qjkr_U">http://www.youtube.com/watch?v=S_Mt3Qjkr_U</a>

Crestfallen

Record Producer

Managed full product life cycle from conception to launch, including competitive vs. needs analysis, interactive wireframes, requirements gathering and documentation, and P&L for new developments. Trained all personnel and collaborated with marketing to convey product value and benefits. Organized efforts and served as a steering committee member across 5 business brands for in-house and 3rd party technologies. Developed and innovated various Web technologies, including websites, lead management, Web analytics, and email marketing.Direct operational leadership of 7 departments and 40+ staff members, including 15 cross-functional direct reports covering software programmers, SEO, designers, marketers, product managers, product fulfillment, technical customer support, customer trainers, client retention, and business and data analysis.* Designed and implemented mobile sites for 4,500 clients reaching 2 million consumers.* Owner and innovator of customer Website portal and Internet marketing tools platforms.* Introduced eCommerce ordering system, automating product fulfillment process and reducing setups from 5 days down to 2 minutes.* Retained ownership of the CRM, ticketing, reporting, and billing system, including ongoing maintenance, stability, and innovations to increase intra-organizational efficiencies and productivity.* Designed, gathered requirements, implemented, and maintained 3 versions of the customer CMS, including 3rd-party solutions for WYSIWYG editors, AJAX components, and analytics.* Developed disruptive technologies, including customizable contact and search forms, dynamic user content “widgets,” eCommerce, dynamic URL redirection, theme graphics rendering, and custom security access.* Coordinated and developed data syndication efforts to listing partners (e.g., Google, Zillow, Trulia).* Consulted for 2 data center migrations and 3 accounting platform migrations.

Dominion Enterprises (acquired Advanced Access)

Director of Product Management and Operations

Managed hiring and development of managers and employees for technical customer support, new account fulfillment, client retention, and collections. Instrumental in all discussions for customer product enhancements and innovations.* Pioneered, designed, and implemented a CRM, ticketing, reporting, and billing system which eliminated licensing costs, automated procedures, streamlined processes, introduced paperless operations, and improved organizational communications.* Redesigned and substantially improved usability of the customer website control panel (CMS).* Redesigned the department’s core structure into 4 distinct sub-departments to support scalable growth, optimize service levels, and provide personnel development and advancement opportunities. * Designed and conducted product and policy training programs and materials for customers and personnel.* Designed protocols for addressing copyright infringement and MLS compliance issues for real estate agents and brokers.* Championed MLS data aggregation and compliance efforts for a national property search.* Spearheaded efforts to restore brand reputation, including raising Better Business Bureau ratings.* Initiated a redesign of processes and procedures to streamline operations and eliminate redundant positions, resulting in a 48.3% budget cut of the customer service division.* Introduced performance metrics and compensation plans for representatives, team leads, and managers, including dramatic revision to existing plans where appropriate, cutting commission structures up to 80%.

Advanced Access

Director of Customer Service

Managed design and content requirements to facilitate creation and ongoing maintenance of real estate agent and broker customer websites, self-managing up to 800 accounts at a time. Managed up to 5 account executives.* Designed and conducted product and policy training programs and materials for customers and personnel.* Trained and developed all personnel, from novice/new to technically-advanced staff.

Chris Clelland