MidAmerica Nazarene University

Product Owner at Ascend Learning

• Serve as Product Owner for IVR Applications that supports MetLife Global Customer Service and Operations
• Partner and collaborate with the businesses to gain a thorough understanding of the contact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies
• Own the creative process of generating, developing, and curating new ideas, determining which ideas should be promoted into features to push the strategy forward
• Responsible for documenting, reviewing and approval of the requirements for each feature. Help drive the desired user experience, contained within the IVR
• Leverage metric and data analysis derived from application performance/availability, call center, user satisfaction surveys, user feedback and technical incidents to identify opportunities, recommend a scenarios, review UAT test cases and support UAT testing team
• Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization

Digital Product Owner

Expanded role to include Contact Center technology, a Finance system (Elan) and ServicNow along with vendor management, and driving product competency and strategy.  Responsible for the achievement of growth objectives including, revenue, profitability, market share, customer satisfaction and ROI.  Excited to start some Contact Center AI training and initiatives!

Manage the entire product lifecycle from strategic planning to tactical activities management including strategy, development, launch, maintenance of products/solutions in all markets as part of a cross functional business team. Lead, collaborate with, and motivate a cross-functional team of designers, educational content experts, editorial and media professionals, technical developers, testers, and others to develop, execute and release in alignment with program and/or product roadmaps. Conduct market and competitive analysis, such as advisory boards, focus groups, client facing visits, market surveys, to determine product features and pricing. Translate customer feedback and market trends into clearly defined phased releases. Identify and respond to market need for product enhancement and versioning. Lead and drive cross-functional efforts on internal and external product trainings, and messaging, marketing materials, and product launch. Own the long-term product roadmap, including feature enhancements, maintenance, and innovation for current and future products. Develop and drive an effective product and solution development plan, implementation methodology and resourcing plan and create business cases for new products and services.
-Launched several IVA/DVAs along with custom routing, survey and CRM integrations
-Implemented custom Payment IVRs, QM/ & WFM tools
-CXOne, Five9 integrations and vendor management

Ascend Learning

Product Manager - Enabling Applications

As a part of Enterprise Applications, I am the Product Owner for Contact Center  across all 14 businesses owned by Ascend Learning.  I am passionate about creating and delivering an exceptional Contact Center experience for a group of Ascend businesses.  As the Product Owner, I collaboratively set the vision, strategy, and roadmap for Contact Center which is an enterprise-level shared service.  I am responsible for building relationships and working collaboratively in a SAFe Agile framework with stakeholders, business partners, and development teams to ensure the final product aligns with both the business vision and the enterprise shared services vision.  SCRUM Master responsibilities included.
- Five9 technology suite integration across multiple call centers
- Chatbot build, deployment, tuning projects

Product Owner - Contact Centers

Responsible for Sales & Customer Service teams, Marketing – SEO/Ads/blogs/social media, Vendor Management, Yiptel engineer, CRM, KPIs, HR/Payroll, etc.

BoostMyScore

General Manager

Responsible for the strategic planning and execution of the Inside Sales and Service Operations. Core responsibilities include management and leadership of processes for the continuous improvement of the customer experience and to effectively sell the company products through pro-active and reactive customer interactions. Tactical emphasis and performance metrics include customer support, call activity, quality management, sales and financial performance, workforce planning, coaching and training. Defining, developing and leading a strategy for overall company customer satisfaction. Project manager for Nice inContact CXOne integration/engineer & SFDC admin.

The CE Shop

Director of Customer Sales & Service

Life Through The Lens is a no-profit organization dedicated to helping families capture photographic moments of terminally ill loved ones to honor and hold dear the memories they share. Our name draws on the importance of light to photography and the desire to capture the light of life that exists in us all, even after we’re gone.

As COO, I worked in conjunction with the President to achieve non-profit status (501c3).  Working on  trade marks, and organizing fundraising through special events, donations, etc.  Completed budgets and P&L for 2018.

www.throughthelens.org

Life Through The Lens

Chief Operations Officer

Provide oversights to Client Services, implement call center strategies, and best practices in a Homeowner Association and/or Hospitality environment; works in partnership with other departments to maintain client relationships and customer support, manage the diverse team members in the customer service/concierge department, and prepare and analyze a wide array of data and reports; P&L accountability; implements performance improvement measures using bench-marks and metrics with both current and historical data; drives to support development and operational growth by improving systems and processes to serve all stakeholders.  Provides leadership for multi-site contact center, support, on-site hospitality, and rental teams.  Developing short and long term system, operational, and organizational strategies.  Managing projects around new contact center/telephone platform, CRM deployment, and streamlining processes.

Hammersmith Management, Inc.

Director Of Client Services

Provides leadership and direction for the 365x24x7 Roadside Assistance Operations for AAA Colorado.  Determines call center/dispatch/support operational strategies, performance reviews, capacity planning/WFM, and cost/benefit analysis & reporting; budgeting; identifying and evaluating state-of-the-art technologies/vendors; defining user requirements; establishing technical specifications, and production, productivity, quality, audit, payments, training, and customer-service standards. 
•	Revamped IVR and worked on IVA project to streamline phone system & reduce CPC
•	Launched Member Satisfaction Team and automated Member satisfaction survey for real time voice of the member; increase member satisfaction & NPS while decreasing obligation costs by over 50%
•	Creating new structure, job descriptions, training program, incentives, accountabilities/measures for enhanced career pathing 
•	Project lead on new D3 and ConnectSuite system integration along with new WFM platform

AAA Colorado

Director of Roadside Operations

Managed Regional Customer Service Call Center (Service & Sales), Set-up, Customer Insights, Centralized Dispatch and Facility; 50% travel to operational locations delivering Voice of the Customer feedback and increasing Customer Engagement; CRM, WFM, SFDC and UAT; recruit and build successful teams; serving on corporate LEAN process improvement, standardization and eSelf service technology teams; regional marketing; acquisition and global outsourcing integration.
•	Developed call center revenue generation & open market residential marketing strategies
•	Exceeded 2012 inside sales revenue goals by 32%
•	Launch digital care team (Chat, email, social media)– increased customer engagement 63%
•	Lead cross-functional Standardization team for gained efficiencies of over 38%
•	Lead paperless project with SFDC and custom Siebel integration

Waste Management

Customer Experience Director

Provides positively outrageous customer service and legendary leadership; train and mentor agents; resolves customer situations; facilitates audits; opens and closes station; implements process improvements to exceed company matrices.  Experience with unions contracts and negotiations, labor disputes, and arbitration.  Part of the Station Continuous Improvement Team.

Southwest Airlines

Customer Service Supervisor

Assessing needs and custom designing solutions for the individual health and life insurance market in several states; recruiting  and manage new agents; creating marketing materials to expand lead generation; inside and outside sales.

Independent Health and Life Insurance

Managing Broker/Sales Manager

Subject matter expert, business analyst, consultant, and liaison between Sales, Operations, IT, and Customers nationwide; create unique solutions for client specific needs & streamlining processes; financial reporting and analysis; customer integration; facilitate sales and customer training; develop training material; complete RFPs and SOW; managing national sales group; sold business & technology value proposition; designed new products, services and tools for sales.
- Exceed revenue goals and hit highest profits in company history 2005 & 2006
- Highest profit month 5/2007 - 50.2% IBT
- Handled RFPs and vendor approvals for US Bank, Countrywide, B of A, World/Wachovia
- Brought several new products & technologies to market for customers

Lenders First Choice - Security National Real Estate Services

Solutions Manager

Subject matter expert, build relationships, consultant, and liaison between Sales, Operations, IT, and Customers nationwide; create unique solutions for client specific needs; complete RFPs and SOW; financial reporting and analysis; customer integration; develop and facilitate training; lead planning and deliverables for all customer engagements.  
- Exceeded 2003 revenue goal by 50%
- Exceeded 2004 revenue goal by 10%
- Created and edited a monthly internal Sales Publication
- Created, edited, and piloted a quarterly Customer Publication

TransUnion - Settlement Services

Providing leadership for large national operations center producing home equity related products & services.  Responsibilities included facilities management, call center support, procurement, strategic planning, financial reporting, expense control & budgeting, training, project management, maintaining reports and business measures, expanding technology, negotiating with vendors & recruiting.
- Created job descriptions and measurable accountabilities for all associates
- Restructured process flow that increased quality beyond contractual requirements
- Implemented incentives that increased productivity 
- Created new system to assist in call management and customer satisfaction
- Increased IBT by 15%

Director of Operations

Facilitating multiple projects for various business units within Trans Union Settlement Solutions.  Responsibilities include project management, SOW, scope, deliverables, implementation, training, UAT testing,  process mentoring, communicating across diverse work groups, growing technology, aligning strategic priorities, managing profitability, and customer support.
- Designed reports and data formats to automate the billing process and increase available resources in each operations center; and reworking a customer satisfaction survey to discover and measure the need for additional process improvements for our customers
- Developed all training materials and system documentation, facilitated customer and associate training, and assisted in implementation of a new system and segment of business with a national customer for Equity Services, another internal business unit of TUSSI
- Created product and selling tools to assist in the rollout of a new program where other business units could cross sell our products to increase business for Residential Credit Solutions
- Launched and managed a variety of compliance projects to ensure conformity and regulatory compliance with government legislation
- Organized Y2K research while finalized system updates and coordinated year-end change

Project Manager

Providing leadership for large national operations center producing mortgage related products and services as a division of an international credit repository.  Responsibilities included call center management, strategic planning, financial reporting, expense control & budgeting, training, project management, maintaining reports and business measures, expanding technology, human resources & recruiting.
- Created and successfully piloted an inside sales/telemarketing program that boosted sales by 11.3% the first year and averaged 116% of Plan through the first five months of the second year
- Lead a process improvement team that resulted in an annual savings of $250K and created a monthly business unit newsletter to increase communication
- Increased processing productivity by 106% over 2 years
- Controlled expenses and reduced operating costs by 87% which positively impacted the bottom line with a $2.8 million dollar swing over three years
- Increased customer satisfaction by reducing our supplements by 58% an increasing our calls answered by 20%
- Developed and changed accounting reports that decreased billing time by 800% and eliminated
- Presented products, pricing and services to major customer with follow-up on-location training
- Troubleshooting and maintaining ACCESS billing database, UNIX mortgage software, and a host of HP and Compaq Hardware
- Experience with ACD reporting and PeopleSoft accounting software
- Implemented incentive & development plans and trained as a facilitator in several programs to achieve company training goals
- Excelled through the ranks from front line associate to manager in less than 2 years
- Eagerly assumed additional responsibilities such as Y2K project management, new product implementation, servicing national accounts, and creating & piloting new processes
- Formulated incentive & contest that tripled productivity during extreme peaks in business & curbed expenses during lean times in the market

Debra Medina