Shannan M. Email & Phone Number

Cincinnati, Ohio, US

Product Manager for Recruitment and Marketing

New York, NY, US

New York, NY, US

• Reduced overall desktop application defect rate by 50% in my first year and improved the overall turnaround time by an average of 60 days. Reduced it another 25% in my second year which led to a reduced defect cost as.
• Managed incidents for all Macy’s credit applications used across Macy’s contact centers including both Citibank owned and Macy’s Technology applications. Overall impact 1200-2000 colleagues across multiple countries..
• Partnered with Macy’s Technology and Citibank support teams to establish incident priorities and work incidents with minimal customer and colleague impact.
• Improved defect reporting, tracking, and built regular reporting surrounding defects including reoccurring issues and trend reporting.
• PM for several projects and a task force which led to a reduction in almost 1.5 million transfer calls YoY in 2021.

New York, NY, US

• Developed policies and processes for the specialist including call tracking, knowledge share, and reporting to help improve frontline colleague experience and identify areas that require additional training.
• Coached and developed 25 fraud claims investigators and 10 fraud claims specialist ensuring all quality and productivity metrics were met.
• Collaborated with other fraud claims operations managers to identify gaps in the claims process, as well as map our inefficiencies with the system for future enhancements.

New York, NY, US

• Stood up a team of fraud analyst by establishing policies and procedures, defining roles and responsibilities, and reporting out fraud prevention results to leadership. I doubled the team size within my first year and.
• Prevented hundreds of thousands of dollars in fraud loss and was able to recover over a million in various federal cases by establishing strong relationships with loss prevention colleagues in the store, asset.
• Identified fraud trends and made recommendations on how to improve fraud strategy and operations in order to reduce or eliminate future fraud loss.

New York, NY, US

• Project Manager over the initiative that replaced the main digital desktop application used by contact center colleagues to support ecommerce customers for Macy’s INC. This included writing and reviewing business.
• Managed a team of 5 administrators and coordinators whose main responsibility was writing test cases and UAT/Post Release testing.
• Participated in research and discovery conversations with outside vendors for solutions to digital projects in order to determine the best solution and help socialize vendor if determined a good fit.

New York, NY, US