Lake Forest Graduate School of Management

DePaul University

Player Support Producer III at Riot Games

Player Behavior, Anti-Cheat & Special Projects

Riot Games

Senior Producer | League of Legends | Global Player Support

The Walt Disney Company

Senior Machine Learning Product Manager | PhotoPass

Senior Producer | Global Player Support

• Co-Lead of Test & Learn movement across Allstate, establishing relationships, collaborating on strategic and tactical plans for experimentation, A/B testing and causal inference across every business unit in the enterprise. My proudest professional accomplishment.

• Created product roadmaps and facilitated coordination across engineering, product, strategy and vendor teams for sales, operations, customer experience, experimental design, product lines (home and auto), claims and marketing.

• Managed the D3 Sales Analytics portfolio of over 8 projects totaling over 160MM revenue which equated to the largest data science portfolio.

• Led a team of data science consultants across 5 product lines, 4 business units and 3 role levels, varying in span of control from 5 to 8 at a time, demonstrating role competencies through coaching, mentoring and knowledge sharing with the rest of the ~25 consultants.

• Directed DS team of 12 to ideate and productionalize ML offerings including sales agent insights, call center routing, customer effort quantification, customer journey mapping, chat bots, automation and car damage estimation.

• Completed roadshows to share product learnings, recognize teammates and consult other teams to leverage the tools, processes and models my team had created. 

• Fostered an inclusive team culture to bring together a tech and product team that learned how to work together, celebrate wins and support each other through failures.

Allstate

Allstate Career | Key Impact Summary | Machine Learning Product

• Strategic support to sales Vice President on roadmap, planning, risks and vision of the entire sales portfolio in D3 (Data, Discovery & Decision Sciences).
• Lead initiatives directed by Vice President and self-driven projects. 
• Organized programs and agile activities with cross-functional partners.
• Developed new programs to support the strategic direction of the organization.
• Created and managing long-term goals.
• Developed an evaluation method to assess program strengths and identify areas for improvement.
• Wrote program funding proposals to guarantee uninterrupted delivery of services.
• Implemented and manage changes and interventions to ensure project goals are achieved. 
• Facilitated meetings with stakeholders to make communication easy and transparent regarding project issues and decisions.
• Produced accurate and timely reporting or program status throughout project life-cycle.
• Analyzed and identify program risks and issues to develop mitigation plans to overcome blockers.
• Created enhanced communication strategy of work in progress and accomplishments to key stakeholders.
• Developed and foster relationships with key stakeholders and share the vision of voice analytics and the value it will bring to our sales stakeholders.
• Completed roadshows to present how our work will drive results and identify other stakeholders who can be involved in our work.
• Led vendor proof of concept projects to determine feasibility of new analytic techniques and demonstrate quick wins with key stakeholders.

Analytic Portfolio Consultant - Sales - Data, Discovery & Decision Sciences

• Managed a highly efficient team of consultants, coaching them to deliver value through analytics and data driven decision making.
• Translated complex data science concepts, predictive models and data to both non-technical and technical audiences. 
• Product management responsibility for developing and executing the strategic roadmap for the Sales Performance Diagnostic, Stakeholder Effort Index, Sorting Hat, and other high visibility data science projects. 
• Applied analytical skills to complex quantitative problems, presenting actionable insights to key stakeholders at all levels in a consumable and easy to understand framework.
• Developed understanding of the data science lifecycle to evaluate new models and features and implement advanced analytic solutions with business stakeholders.
• Maintained strategic partnerships throughout Allstate data science, business and technology stakeholders.
• Key advisor for the sales portfolio for the data science organization and the business analytics team.
• Designed frameworks for delivering solutions and enhancing analytic culture across the enterprise.
• Drove learnings cross-functionally and translate the methods and techniques to non-technical audiences.
• Presented polished findings and recommendations directly to key stakeholders at all levels and to vendors.
• Recommended operational and business changes based on robust analysis.
• Influenced and drive change management initiatives, interpretation of data, insight synthesis and communicating results end to end in an influential way to solve questions and problems presented by stakeholders and identified by my teams. 
• Analyzed the effectiveness of sales, operations, recruitment and marketing strategies.
• Collaborated across teams to build and drive internal and external partnerships to support synergistic opportunities, achievement of shared objectives and connectivity of information.

Business Analytics Consultant Manager - Sales - Data, Discovery & Decision Sciences

• Defined the product strategy and roadmap.
• Delivered minimum viable product releases with prioritized features and alignment from cross-functional stakeholders.
• Organized concept studies with end users to gather feedback and suggestions to ensure we are working on the features that matter the most.
• Influenced my cross-functional partners to lead from their seats and bring their perspectives to each step along the product life-cycle.
• Wrote proposals for new features, funding and alignment from executive leadership. 
• Ensured near-term goals are achieved while simultaneously developing towards transformational goals. 
• Maintained effective, clear and transparent communication with cross-functional stakeholders. 
• Created marketing scripts and content for engagement videos showcasing the value of my products. 
• Gained deep understanding of the user experience, design and behavior change needed to drive the direction of my products. 
• Translated product strategy into detailed requirements and prototypes.
• Scoped and prioritized activities balancing business and user impact. 
• Worked closely with engineering teams and data scientists to deliver incremental changes given the service level agreements and processes they need to produce quality updates. 
• Acted as a product evangelist to build awareness and understanding of the tool and its value impact.
• Presented analytics in a way that tells a story and showcases the “why” of what we are doing and how it will impact our customers, stakeholders and organization. 
• Demonstrated ability to learn quickly in order to understand rapidly evolving products, consumer needs and data science trends.
• Demonstrated ability to manage multiple priorities and interruptions in schedule to perform ad-hoc queries and product escalation issues. 
• Experienced evaluating technology solutions for fit and viability against use cases as well as evaluating the companies for viability against in-house solutions.

Product Manager - Sales Performance Diagnostic - Data, Discovery & Decision Sciences

• Managed a team of consultants, coaching them to deliver value through analytics and data driven decision making.
• Applied analytical skills to complex quantitative problems, presenting actionable insights to key stakeholders at all levels.
• Developed understanding of the data science lifecycle to evaluate new models and features and implement advanced analytic solutions with business stakeholders.
• Designed frameworks for delivering solutions and enhancing analytic culture across the enterprise.
• Drove learnings cross-functionally and translate the methods and techniques to non-technical audiences.
• Presented polished findings and recommendations directly to key stakeholders at all levels and to vendors.
• Recommended operational and business changes based on robust analysis.
• Influenced and drive change management initiatives end to end.

Business Analytics Consultant Manager - Operations - Data, Discovery & Decision Sciences

• Established a center of excellence for competitive intelligence that will provide data, analytics and quantitative support needed to assess and communicate Allstate's competitive position to Product Operations Leadership and Allstate Senior Leadership. 
• Gathered and track complex activities of the overall market, competitors, threats, opportunities and consumer trends. 
• Utilized data and insights to influence recommendations on operational processes, strategies and tactical solutions and communicate findings to various levels of Senior Leadership.
• Developed team's skills in quantitative research, analysis and technology.
• Applied advanced competitive intelligence analytical methodologies to address industry issues and proactively identify trends.
• Collaborated with cross-functional teams to identify and define the underlying business issues and lead the development, design, analysis and execution of each project.
• Advised Product stakeholders on problems and questions through center of excellence intake process.
• Developed and maintain an operating model for delivering competitive intelligence data and insights.
• Managed and enhance best practices for gathering data, communicating insights and delivering the tools needed to expand the team's influence and value to the enterprise.

Competitive Intelligence Associate Manager - Product Operations

The main responsibility of the Business Analytics Consultant is to deliver value by providing business partners with tools, processes, insights and communications that they otherwise not have the capability to produce themselves to help business partners make data driven decisions. I consult for the Experimental Design team and my main goal is to help enhance the test and learn culture within Allstate. We are looking to use randomized controlled trials to test and learn from the projects and initiatives developed across Allstate to quantify the success or failure in a rigorously scientific way. 

• Developed a strong, mutually beneficial relationship with the business stakeholders and the Experimental Design team.
• Engaged various business areas to evaluate potential opportunities for experimentation.
• Understood the needs of the business stakeholders and how experimentation will impact their business results.
• Demonstrated working knowledge of analytical solutions and communicate them with the business.
• Drove project execution from ideation to delivery in an Agile project framework, with an emphasis on measurable business outcomes.
• Communicated clearly throughout the project process to all parties involved about scope, timeline, issues and risks.
• Ensured projects deliver on their goals and successfully transition test and learn framework to an operational state within the business unit.
• Documented all communications, processes, data and considerations involved in the project.

Senior Business Analytics Consultant - Experimental Design - Data, Discovery & Decision Sciences

• Developed a strong, mutually beneficial relationship with the business stakeholders and the Retention & Customer Experience team
• Engaged various business areas to evaluate potential opportunities for analytic solutions
• Understood the needs of the business stakeholders
• Demonstrated working knowledge of analytical solutions and communicate them with the business
• Drove project execution from ideation to delivery in an Agile project framework, with an emphasis on measurable, value add deliverables
• Communicated clearly throughout the project process to all parties involved about scope, timeline, issues and any changes to them
• Documented all communications, processes, data and considerations involved in the project

Business Analytics Engineer - Retention & Customer Experience - Quantitative Research & Analytics

•	Effective leadership of cross-functional team onshore and in Allstate Northern Ireland.
•	Drove successful delivery of technology solutions to agency owners across the country for migration to a new agency staff management application.
•	Identified risks and create mitigation plans throughout the system development lifecycle. 
•	Empowered team to create innovative solutions that reduce the operational impact to our agents.
•	Improved data quality to provide reliable information to end users and build relationships with our business partners.
•	Enhanced security capabilities by streamlining an end to end process that identifies and removes active agency staff with inappropriate access.

Technology Leadership Development Program - Delivery Leader - Agency Facing Technology

• Led and optimize customer service delivery across the Midwest Claim Service Area in Illinois, Wisconsin and Minnesota.
• Drove innovative analysis through the creation of Tableau Visualization Reports that allows users to quickly and clearly answer key business needs.
• Developed and implement strategic initiatives to improve customer satisfaction and gain alignment from Frontline Performance Leaders, Regional Claim Leader and Claims Process Specialist. 
• Enhanced operational processes that directly impact customer satisfaction at all key touch points. 
• Analyzed Net Satisfaction Scores and use Root Cause Analysis to identify coaching opportunities for Adjusters and Processors. 
• Coached, mentored and influenced Adjusters and Processors to accomplish department goals.

Technology Leadership Development Program - Claims Process Expert - Customer Experience

• Provided business knowledge and expertise by working with our business partners to translate their information needs into comprehensive requirements that clearly delineate the scope of various project releases.
• Defined and develop analytical and reporting solutions using applications such as Business Objects (BO) and Tableau.
• Ensured that the deliverables and business value of all the project releases are clearly understood by all stakeholders (business and technology).
• Established close relationships with our business partners, encouraging their full participation and engagement throughout the life of the project. 
• Articulated business needs and draw connections on how we can leverage the data warehouse and information delivery applications to deliver solutions to our business partners.
• Learned and assisted in the estimation for new project work.

Technology Leadership Development Program - Information Analyst

• Effectively and cooperatively provide superior customer support and problem resolution.
• Configuring new functionality into Enablon software solutions.
• Provide functional and technical support on Enablon software solutions
• Log, research, and accurately resolve complex customer inquiries and problems in a timely manner.
• Provide detailed reporting, identify functionalities, and provide status updates on identified issues.

Enablon

Customer Support Analyst Intern

• Ability to lead and manage several company tasks: securing cash box and balancing register transactions, resolving customer complaints, monitoring daily inventory, upholding high housekeeping standards. 
• Immense responsibility in: maintaining patron satisfaction by assisting them to find the correct product for their need, staying up to date with new products.
• Great flexibility and ability to learn and apply: instructions, guidelines, and procedures.
• Highly competitive in sales of consumer checking accounts, credit cards and business services.
• Earned commendations for teamwork, flexibility and work excellence.

Melissa Alvarado