Andrew Evans Email & Phone Number

Summerville, Sc, Us

Burbank, Ca, Us

Nashville, Tn, Us

- Oversaw the development team responsible for legacy LASSO products and systems including ATS, Onboarding, Scheduling and Time/Pay integration systems- Led efforts in launching new versions of both Crewing/Onboarding and Scheduling products and migrated existing users from legacy tools

Charleston, South Carolina, Us

- Responsible for all facets of Growth within the Product Team for doxy.me, including new user Acquisition, Activation, Conversion, Retention and Referral

Athens, Georgia, Us

- Senior Product Manager for Seller Labs Advertising Team dedicated to providing Amazon sellers with campaign optimization tools, PPC strategies, and solutions to maximize their advertising spends and revenue. - Actively involved in Customer Advocacy Program, whose purpose is to provide customers and the Seller Labs Product Team with active research and discovery opportunities, UI/UX prototype feedback, and product road map reviews. - Instituted workflows that increased the overall effectiveness of customer advertising campaigns by more than 18%, which directly led to an increase in adoption of core advertising features across more than 1,200 organizations.

- Served as Senior Product Manager for a real estate transactional management software solution serving hundreds of real estate agents, transaction coordinators, transaction teams and brokerages across the US.- Implemented solutions that increased email deliverability by more than 43%. - Developed goals and prototyped workflows to reduce the amount of time transactional coordinator spend per transaction by more than 30%. - Created products to increase the Total Addressable Market for real estate contracts and customizable closing plans from 58% to 100%.

Charleston, Sc, Us

- Served as Product Owner for publicly traded healthcare benefits software provider serving 118,313 employers, 410 carriers, and 42 million consumers worldwide.- Partnered with the Research and UX teams to test and iterate on potential solutions prior to active development.- Maintained and prioritized the product backlog, and ensured agile ceremonies are conducted with clear objectives and outcomes.- Developed product roadmaps to align with business goals and customer needs and leads quarterly planning sessions.

Glen Allen, Va, Us

Served as Product Manager for a hiring and onboarding platform that generated $16M in annual revenue with over 80,000 active employer locations. Specifically oversaw the product requirements of Enterprise customers, supporting the core Enterprise products, APIs, and their associated usage.- Led an Agile scrum team of software designers and engineers to discover and deliver features for Snag's enterprise applicant tracking, hiring and onboarding product, a B2B platform.- Implemented solutions to reduce the time for the configuration, setup and implementation of the Snag platform for Enterprise customers by more than 34%.- Created updates to existing product APIs to reduce the daily processing time of business alignment files by several hundred hours.- Led continuous discovery with customers in partnership with a technical lead and designer; evaluated and synthesized feedback to create innovative solutions.- Triaged product defects; reduced total defects in product area by over45%.- Maintained a prioritized backlog and wrote stories with clearly defined user experience and acceptance/testing criteria.- As a self-scrum team, responsible for leading stand-up, backlog grooming sessions, sprint planning meetings, and post-sprint retros.

Glen Allen, Va, Us

- Managed the daily operations of the front line and escalation support team members supporting the PeopleMatter product line for Snagajob. - Oversaw the extension of all inbound chat and email support to offshore resources. Personally trained a dozen support representatives in the fundamental usage of the PeopleMatter products, support tools, and escalation processes. Directly led to a reduction in open case time by 38% while maintaining current NPS and CSAT scores.- Represented the company's support organization at Enterprise customer onsite visits. Provided information and training to customers on the organizational support processes, procedures, and escalation paths. - Led the migration of the support CRM tool from Zendesk to Salesforce. Transitioned more than 800 Knowledge Base articles and historic case information into new platform.

Austin, Texas, Us

- Served PeopleMatter Customers by planning and implementing call center strategies and operations, and improving internal systems and processes to maximize support quality, call coverage and responsiveness. Prepared call center performance reports by collecting, analyzing and summarizing data and trends, and uses data to project future call center staffing needs and responsiveness.- Led the migration to new CRM solution (Zendesk) in 2015, directly saving more than $18,000 annually in subscription fees; guided the efforts in the creation of more than 800 self-help articles which directly led to over 330,000 views by end users; led to 18% increase in call deflection and improved ticket/request handle time by support agents by nearly 25%- Call Center Staffing – reconfigured the support team into 3 Tier model to provide primary POCs direct contact with more senior level support team members; configured inbound call and ticket routing to ensure tiered routing, directly led to reduction in average ticket age by 12% and an increased responsiveness in Tier 3 by 15% (rolling 3 month Average Speed of Answer <15 seconds = 91%)- Oversaw expansion of call center in early 2014, doubling the number of Tier 1 call center team members in 90 days; led to a 30% increase in Average Speed of Answer, increased First Call Resolution by 15%, and decreased Average Hold Time across all hours by 115%. (30% increase in average call volume over same period of time)- Instituted customer satisfaction surveys on support team interactions; overall 88% satisfaction rating with more than 12% survey response rate; revamped NPS survey process and increased response rates by more than 11%

Austin, Texas, Us

The Senior Customer Experience provides support to clients to maximize use of the PeopleMatter platform, and serves as a technical resource and point of escalation for junior level Customer Experience Managers. Additionally is responsible for:- Providing technical assistance to other Customer Experience Managers to ensure the continual expansion of team knowledge- Organizing work to appropriately prioritize responsibilities, in order to ensure the day-to-day success of the Customer Experience team, as well as the long-term growth and expansion of knowledge across the team - Serving as the “voice of the customer “ in internal conversations with other team members, and act as a liaison between PeopleMatter clients and the rest of the company

Austin, Texas, Us

The Client Services Representative ensures the success of our clients by helping them use the PeopleMatter platform to its fullest. This role is highly integrated and works closely with multiple departments within PeopleMatter, including Engineering, Product Development, Quality Assurance, Marketing and Sales.

Austin, Texas, Us

Primarily responsible for generating and qualifying a steady flow of new sales leads for the outside sales team. Utilize lead sources, research plans, and prioritize business contacts with potential mid to executive level prospective customer personnel. Initiates contact with prospects to establish interest and determine business needs and sales opportunity through cold calling and networking. Assists and coordinate with marketing team in the creation of campaign email content that is targeted to prospects.

Washington, Dc, Us

Instructed, evaluated, and managed the daily performance of four project officers, seven supervisors, and sixty-five workers and technicians.

Washington, Dc, Us

Organized the maintenance and quality control of over 1200 pieces of fire fighting equipment valued at more than $3 million with a quarterly operating budget of $80,000.

• Planned programs on and off campus for 23 freshmen residents geared toward personal development, diversity, and community engagement• Served as Peer Leader "on call" after hours for resident issues, crisis management, and emergency situations