Amy Cilles, Mba Email & Phone Number

Us

• Partners with Digital Product Manager, other Digital Product Owners, Senior designers and engineers to execute on the solution vision/roadmap and product outcomes• Serves as the customer and business proxy to developers and agile delivery teams for an enterprise digital product/experience impacting multiple lines of businesses• Defines, prioritizes and grooms the product backlog using Weighted Shortest Job First (WSJF) to ensure continuous delivery, as well as, develops, prioritizes and manages epics and user stories for the delivery team• Actively participates in daily scrum, grooming, project status, sprint planning and review meetings. Drives near term milestone planning by overlaying the prioritize backlog against fixed time blocks (monthly/quarterly) to help manage interdependencies and coordination across development teams• Participates in planning and execution of user acceptance testing, triage issues and works with development team to resolve• Defines, monitors and analyzes metrics that help inform data driven decisions; always trying to better understand the customers wants and needs• Supports strategy on market and competitive analysis related to our flagship mobile app product

Us

• Charged with bringing our digital vision to life for the Personal & Commercial lines portfolio• Utilize critical thinking and creative problem solving to showcase the importance of investing in digital• Conduct periodic portfolio reviews with key stakeholders• Provide expertise and direction on how to best invest Nationwide dollars with an eye towards innovative concepts and solutions• Create concise, compelling content and business cases to present and sell through to senior management• Collaborate with multiple products, lines of business, IT and projects in parallel

Us

• Enterprise Digital Delivery Manager for over 13 customer facing online & mobile assets for both P&C and Shared digital assets which includes delivery and support for Telematics, Nationwide Mobile App, Identity Management, Internet Servicing, Online Registration, Preference Center, Co-Browse and Click to Chat• Evolve and optimize digital tools, channels, applications, and member experience to drive customer engagement, loyalty and revenue• Build strong working relationships across cross functional teams with individuals at all levels• Creator and enabler of innovative solutions that improves the member experience• Drive for results and create an environment that empowers associates to take ownership and accountability for their work• Strive to create an atmosphere that encourages thought provoking dialogue and opportunities that ensure continued growth and development• Lead and support direct reports with day to day operations staff management of processes, escalations, prioritization and current issues• Creates process change by integrating new processes with existing ones• Collaborate with our IT and business partners to effectively manage, build and maintain the assets

Us

• 2015 CEO Award Recipient for delivering our agents the capability to select electronic documents on our members behalf in addition to providing a discount to those members who enroll, saving the company $3M dollars• Business Lead for SmartRide Telematics Program delivering a mobile app as a preferred data collection method in order to reduce expenses as well as improve the member experience by providing a simpler more efficient method to participate• Manage relationship between Nationwide and third party vendor for new Mobile App implantation including service level agreements, contracts, weekly touchpoints, training, budget and onsite visits• Collaborate with other digital builders to capitalize on process improvement, integration and shared budget opportunities• Business Application Owner for new SmartRide internal website providing our members with a more personalized and user friendly online experience as well as single sign on through nationwide.com; 2.3% increase in total nationwide.com accounts due to SmartRide integration• Leverage relationships between various business partners to determine cross-organizational impacts, stakeholder alignment and member needs• Responsible for analyzing/researching site traffic to SmartRide to identify trends and examples that drive members to website; leveraging information for future internet site strategy• Directs project team members on identifying opportunities for improvement and website prioritization in order to set up the SmartRide program for digital success

Us

• Planning Lead for the Enterprise Print & Postage Program for the Office of Customer Billing• Graduate of the CSSS Leadership Development Program, November 2014• Responsible for leading research and planning efforts that support the reduction in print & postage expenses • Subject matter expert for electronic document delivery for all member facing documents within NI• Lead marketing efforts in creating associate, agency, and member awareness for Electronic Adoption• Successfully lead the Paperless Policy project which enabled both our members and agents to enroll into electronic policy document at new business or servicing; projected savings of $3.5M over the next five years – implemented on time and within budget• Build and leverage relationships between various stakeholders and business partners in order to ensure the appropriate expectations of new projects• Consistently visit servicing center to assess continuous improvement opportunities for billing and call center technologies to reduce operating expenses• Implemented a “Pay Your Bill” on nationwide.com in order to improve our member’s experience with paying their bill online; this will in turn reduce calls into the servicing centers• Lead CSSS LDP associates through the process of a Business Transformation Planning in order to deliver the Universal Agent Experience project package with a potential 31% call reduction and $21M in savings

Us

• Business Lead for the Office of Customer Billing New Development team • Responsible for leading projects through all phases of a project lifecycle for Tier 1 programs• Effectively transitioned to Product Owner role for the Evergreen ADC line implementing BAM Simplification Phase 1 and currently in progress to implement Phase 2 in October• Build and leverage relationships between various stakeholders in order to ensure the appropriate expectations of new projects• Actively working on my first Six Sigma Green Belt certification project with the implementation of the new Policy Breakdown in BAM. This will bring a savings of approximately $100K, reducing manual work to the processors in PLPC, and shortening the SLA from 3 days to 1• Successfully implemented the OYS Collection Enhancements project with savings of an additional $4.4 million dollars per year• Agency and processing center visits to assess Billing capabilities and create recommendations on how to improve the current BAM Account Summary and History screens• Provide insight on Tier 1 projects by arranging speaking engagements to users and various groups that have a direct impact with the project such as Sales Trainers, Agent Panel, Processing and Servicing Centers• Managed team of temporary employees on the PCI Clean Up project to mitigate the potential exposure of customers bank card information• Approve and help answer questions on a daily basis in the new agile methodology while balancing the business lead role simultaneously• Release Management coordinator for all billing releases which included tracking defects, release scoring, and facilitator for the RVP meeting conference calls

Us

Member of the NF Financial Operations teamAct as liaison between multiple systems teams and end-usersPrimary support contact for several NF Systems such as PMTS, TaxCalc and TaxportWrite requirements documents to express end-user requests to back-end systemsPerform testing to ensure functionality requested in requirements documents are included in the softwareLead meetings to resolve gaps between end-user expectations and actual systems behaviorAnalyze systems defects to determine back-end systems impacted and necessary resolutionCoordinate the estimate gathering process between multiple back-end systems and end-usersServe as contact for Financial Operations for many top NF projectsCoordinate fund additions, mergers, and mappings between the Line of Business and Financial Operations

Project/Testing Coordinator of the Windows XP Service Pack 2 upgrade projectSchedule application testers to test applications against SP2Assign tasks and projects to members of the SP2 project teamValidate test scripts, loads, and applications to ensure working properly on SP2 and SP1Liaison between Project Manager and Testers for projectsDefine application requirements/testing objectivesManage and assist customers/testers while testing is in progressCreate and maintain project spreadsheets/databases as neededEscalate non responsive customers to Project Manager and customers bossTroubleshoot software and hardware issues during testing in the CTE Lab that the testers cannot resolve

Basking Ridge, Nj, Us

Member of the Data, OMNI, Vision and I2K revenue assurance teamsPrepare and execute automated and manual test call scripts. Identify and communicate system and/or process problems, and quantify potential or actual dollar impactsPerform daily macro review on monthly billing revenue at a market/cycle level for the OMNI, Vision and I2K billing systemsReconcile the Openwave server to resolve issues with Mobile Web in REVOPlanned and performed audit for I2K Automated Pricing ToolAssisted in testing of new products such as WiFi Evaluated data records of OMNI Data ReconciliationDeveloped database for the audit of prepaid mobiles to ensure correctness of billingProcess Error Handling for Vision to locate and fix problems in the billing systems, and ensure records are billed appropriatelyCreate documentation for various processes in I2K and VisionPerform ad-hoc duties such as evaluating billing errors and other changes to ensure no loss of revenue.Project Lead for new Revenue Assurance Call Tie Out AutomationProvide analytical and financial support to all Billing systems

Dublin, Oh, Us

Created user ids and passwords for Pharmacists and Doctors to order pharmaceuticals onlineCardinal.com support teamPhone support, supported Sales Reps and Tech Reps with troubleshooting while in the field at pharmacies and hospitalsLogged cases using Clarify application for recording callsSupported applications such as Pharmaceutical Distribution, Standard Reports, Ordering, Specialty Distribution, Entelligence, and Department of DefenseAssisted analysts with questions and troubleshooting regarding cardinal.comHelped customers with cardinal.com usage

Master Of Business Administration - Mba, Business Administration/Marketing Specialty

Bachelor Of Science, Business; Management Information Systems; Finance