New York University

The University of Chicago Graham School

University of Chicago Laboratory Schools

Product Owner at Cambia Health Solutions

Recent areas of focus
- Healthcare Interoperability
- Interoperability Compliance
- Digital Member Experience

Cambia Health Solutions

Technical Program Manager II

Technical Program Manager I

- Delivered platform solutions that meet user, business and stakeholder needs without sacrificing quality
- Maintained and communicated team backlog for both engineering and product audiences
- Facilitated cross-team discussion to ensure alignment on problems to be solved and scope of efforts 
- Managed work efforts and communication around delivery timelines 
- Managed internal and external expectations and mitigations regarding delivery risks
- Collaborated with other product and engineering leaders to define the platform roadmap
- Initiated and executed cross-team process for the platform's first change log

Product Owner

Learning.com provides educators with solutions to prepare their students with critical digital literacy skills. Our web-based curriculum for grades K-8 engages students as they learn keyboarding, online safety, applied productivity tools, computational thinking, coding and more.

- Managed the software product backlog (including iteration planning and user story documentation)
- Analyzed customer needs and provide a business perspective during the development process 
- Conducted user research to validate design decisions
- Provided clear and accessible technical documentation regarding product decisions, specifications and implementation outcomes
- Educated customer-facing teams on product functionality 
- Collaborated with the devops team to ensure cross-departmental success during the release process; provide internal stakeholders with clear and concise release documentation

Learning.com

Associate Product Owner

- Provided superior support to clients, end-users of the software and internal team members via chat, phone and email
- Facilitated scrum ceremonies including stand-ups, reviews and retrospectives 
- Created and edited customer-facing support resources and update WordPress site
- Developed and implemented internal efficiency procedures
- Engaged in cross-departmental projects and problem solving
- Supported new trainees 
 
Notable Achievements:
- Employee of the Month: October 2018
- Created the first departmental written style guide and document review policy, resulting in faster customer-facing collateral creation with improved quality standards 
- Enacted processes for improved team communication and issue tracking
- Ongoing responsibility for facilitating team demos to showcase our team's work to stakeholders within the company

In addition, I was an active member of Learning.com's Diversity & Inclusion committee and created a best practices resource for hiring managers writing job postings that was adopted company-wide. I also worked closely with other members of the team and HR to organize and facilitate company Lunch & Learns.

Customer Support Specialist

NAVEX Global’s compliance management software platforms empower its 12,500+ clients to manage policy information, track instances of misconduct in the workplace, train employees on ethics topics and provide real-time 3rd party risk management information. The 24/7/365 multilingual contact centers process whistleblower reports received via phone and web.

As an operations liaison, I supported the NAVEX Global contact center expansion in Rexburg, ID. 

- Served as on-site subject matter expert for all matters related to contact center operations
- Coordinated team staffing efforts, including making final selection decisions
- Evaluated the language skills of bilingual (Portuguese) candidates
- Supported training efforts for all specialists (15+) and managers (2+)
- Performed quality control and coaching to ensure superior customer service standards are being met

NAVEX

Operations Liaison

- Led a team of 5 corporate recruiters who filled positions in all departments in the US and UK
- Trained new hires (3 over the course of 6 months)
- Reported on monthly, quarterly and annual metrics and ongoing key performance indicators (KPIs)
- Developed initiatives using social media as both a brand strategy and pipeline building tool 

Notable Achievements:
- Filled positions across all departments in fewer days than industry average
- Increased hiring for the contact center by 33% in 9/17 and 10/17, in response to business needs
- Cross-trained my team to ensure greater flexibility in responding to hiring needs

Recruiting & Employment Brand Manager

- Helped establish NAVEX Global’s first recruiting department 
- Provided full life-cycle recruiting and ensure a positive experience for all candidates 

Notable Achievements:
- Promoted to manager after a little over a year as an individual contributor 
- Maintained average time-to-fill of 24 days for all roles 
- Maintained average time-to-fill in challenging UK market of 55 days
- Exceeded goal for % of sourced candidates (7% achievement, 5% goal)

Corporate Recruiter

- Managed operations and training for a team of 12 communication specialists who perform high-volume, multi-language report intake and written translations
- Ensured quality standards are met by delivering QA assessments for calls and translations (English, Spanish and Portuguese) 
- Managed daily and monthly service levels as well as translation delivery deadlines 
- Performed first line troubleshooting for technical issues (hardware, software and telephony issues) 
- Skillfully managed challenging escalated callers (in English, Spanish and Portuguese) 
- Proficiently and effectively used internal SaaS case management systems, Microsoft Office products, salesforce.com and other external and internal software applications

Notable Achievements: 
- Analyzed and improved the process for handling reports subject to EU data privacy regulations 
- Developed and executed a sourcing strategy to hire bilingual candidates
- Developed first written translation guide
- Created new hire training materials
- Collaborated to create quality assurance program for case intake and translations

Contact Center Operations Manager - Trilingual: Spanish & Portuguese 

- Managed service level agreement metrics in real time
- Performed quality control checks of reports before they are sent to clients 

Notable Achievements: 
- Added taking Spanish calls and performing Spanish translations to responsibilities after self-study
- Maintained 100% quality assurance scores 
- Selected to record telephonic greetings in Portuguese
- Promoted to operations manager position after company restructuring (EthicsPoint merged with three other companies to become NAVEX Global)

Contact Center Supervisor - Trilingual: Spanish & Portuguese

- Managed service level agreement metrics in real time
- Performed quality control checks of reports before they are sent to clients

EthicsPoint (merged with other companies and became NAVEX Global)

Contact Center Supervisor - Trilingual: Spanish & Portuguese 

- Maintained the highest standards of customer service when performing whistleblower report intake for callers around the country and the world (English and Portuguese) 
- Translated written reports from and to English and Portuguese 

Notable Achievements: 
- Promoted to supervisor after a little over a year as a specialist 
- Consistently ranked in the top performance percentile for efficiency and quality

EthicsPoint

Contact Center Intake Specialist - Bilingual: Portuguese

- Processed company payroll with QuickBooks and later Paychex 
- Project managed transition from QuickBooks to Paychex 
- Administered company benefits 
- Organized hiring events 
- Interviewed, hired and onboarded candidates and new hires

Sophie Castro-Davis