Anna Rice Email & Phone Number

Bellevue, Washington, United States

Emerging Lines of Business Team supported development and launch of new products and programs.Managed various projects from proof-of-concept through launch and operationalization. Contributed to product vision and strategy, partnered with cross-functional teams to analyze requirements, align business needs, and prioritize capabilities into roadmaps. Drove resolution of highly visible executive escalations, including impacts to thousands of orders, by brokering engagement from diverse teams to remove barriers and find resourceful short- and long-term solutions.Created and facilitated new customer support processes across technical, operational, and customer service teams that decreased service response and ticket handling times .

Bellevue, Washington, United States

Frontline Engagement Team served as liaison between systems support teams and call center teams & leadership.Instrumental in moving 12k+ call center staff (95%) to work from home within the first few weeks of the COVID-19 pandemic, reducing customer wait times from several hours to under 90 seconds. Coordinated cross-functional teams to ensure technical solutions worked, establish new triage and support processes, and provide effective self-help content for both frontline and support teams.Drove multiple enterprise-wide initiatives to provide new secure self-serve options that reduced authentication-related service desk calls by 43%.Simplified application launch and login processes for remote employees, maintaining system security and saving more than 15 minutes per day per agent of system time.Launched engagement program to improve relationship with frontline teams through a dynamic feedback loop and data insights that maximized impact of system improvements. Frontline system sentiment favorability increased by 24%.

Bellevue, Washington, United States

Frontline Systems UI Team supported applications that allow frontline employees to assist customers with account maintenance, device management, and product sales.Identified and drove resolution of numerous frontline pain points and system issues, saving more than 100 hours of call time daily across call centers. Partnered with technical teams to find creative solutions to implement changes without additional project budget.Led efforts to update system deployment processes that allowed changes to be implemented outside of monthly system releases, so that issues could be fixed within days instead of several weeks.

Bellevue, Wa

Redmond, Wa