Angela Baughman Email & Phone Number

Normal, Il, Us

Bloomington, Illinois, United States

Normal, Il

Capitalize on the opportunity to lead digital vision, strategy, and goals for superior client portal experience. Execute product roadmaps using Agile methodologies and best practices.Structure product backlog, write user stories, approve acceptance criteria, eliminate roadblocks, and hold product team accountable for meeting sprint commitments. Evaluate key product offerings and plan for future digital enhancements.Productively implement product roadmap items on-time and within budget. Expertly research and hire vendor resources to augment internal staff.Present a comprehensive digital strategic vision to an executive leadership team and Board of Directors. Create Power BI dashboards to provide executives with an ability to track digital metrics and Key Performance Indicators (KPIs).- Present product leadership to cross-functional teams across three (3) different locations.- Participate on a Client Advisory Council to interview clients, receive feedback, and adjust roadmaps.- Create new client portal training materials for internal employees and clients.- Successfully mature a client portal built upon the Salesforce Lightning platform.- Serve on an Innovation Lab Committee to promote creative thinking and dynamic team ideas.- Partner with marketing teams to create plans for promoting new client portal features.

Bloomington, Illinois

Leveraged broad scope of industry knowledge toward leading business, product, user experience, and technology teams across four (4) physical locations to create and enhance online and mobile customers’ digital capabilities.Spearheaded results-focused design thinking and prototyping activities for features related to deposit products. Partnered with top vendors to profitably evaluate product offerings and plan for future digital enhancements.Continually influenced vendor strategic roadmaps to prioritize availability of APIs needed for providing digital capabilities to customers. Presented targeted plans and monthly progress updates to digital and business executives.-Served on an Innovation Team to evaluate financial services ideas for placement on deposit products roadmap.- Competitively negotiated with bank compliance to meet regulatory requirements.- Established key metrics to measure digital outcomes.- Consistently exceeded monthly goals for new account production.- Increased online deposit products’ application volume by 50% by partnering with the user experience and marketing teams to successfully reconstruct the landing page of the deposit products’ website.

Bloomington/Normal, Illinois Area

Led digital and data analytics efforts, including recruiting, training, mentoring, and managing a customer-centric team of associates to create a digital vision for bank products and manage digital roadmaps for online and mobile experiences.Recognized as the designated Vendor Engagement Manager tasked with serving the bank’s primary vendor. Traveled to diverse vendor locations for 1:1 meetings to discuss critical issues and determine strategic resolution plans.Sponsored a speech analytics pilot to translate audio-recorded bank operational calls into text and performed trending analysis to reduce call times. Launched software on a website to provide star rankings and reviews for bank products.- Defined a digital roadmap and initiatives for bank products for dissemination to bank executives.- Successfully reduced time-to-analyze customer calls from weeks to hours.- Rapidly determined root cause of escalated customer complaints to continually mitigate future issues.- Continually provided valuable customer insights to bank executive leadership teams.

Played a vital role in driving data analytics, reporting, business intelligence, IT service management consulting, COBOL and PL/I mainframe programming, and project management efforts. Influenced service management best practices.Effectively collaborated among first and second-level support teams on incident and problem management efforts while serving as a designated team lead for third-level technical support for workstation software distribution systems.- Excelled within Systems Analyst, Business Analyst, and Technical Business Analyst roles.- Obtained numerous ITIL certifications, including ITIL v3 Expert.- Developed methods for tracking service management maturity levels.- Served on a Change Advisory Board, including reviewing cross-functional changes to identify issues.- Concurrently served as Release Coordinator for a major program and successfully implemented key drops.

Bloomington/Normal, Illinois Area

Sorted incoming and outgoing agent mail, loaded the mailmobiles, and ran postage.

Managed all patient accounts, insurance billing, and collections for past due accounts.

Bloomington, Il

Performed insurance billing for all patient accounts, scheduled appointments, and recorded patient notes and diagnosis information.

Saybrook, Il

Performed general bank teller duties.