Beth Caldaroni Email & Phone Number

Addison, TX, US

Northbrook, IL, US

Northbrook, IL, US

Lake Forest, Illinois, US

• Product Owner of Grainger Service Desk, where we designed and built a web-based customer service and order entry tool for use by over 3000 contact center agents on 17 million interactions per year
• Managed backlog of legacy order entry and customer service tool, ensuring all the incoming work was prioritized appropriately and ensured stakeholders alignment on work
• Owned Contact Center Small Work backlog, developing a rating system to better prioritize work and understand the impact in relation to other enhancement requests
• Implemented Returns functionality on legacy order entry system, improving average handle time for returns by 25 seconds and reducing Returns training costs by $500k/yr.
• Lead effort to reduce costs associated to Contact Center agents offering sourcing to small customers; 91% compliance reached after phase 2 implemented, reducing priority on phase 3
• Lead project to reduce dependence on antiquated analytical tools and to ensure all Contact Center-focused data points are located in a central database management system

Lake Forest, Illinois, US

• Served as Scrum Master for Checkout OMS Scrum team; joined team mid-project and worked to improve processes and identify issues that hampered the teams effectiveness
• Served as Scrum Master for Benefits Management Kanban team, guided team through storming and norming stages
• Organized and Facilitated Hybris Bootcamp, a 4 day session for new developers, business systems analysts and quality assurance testers to introduce them to tools and processes used at Grainger
• Lead Scrum of Scrums, a weekly standup for the multiple scrum masters with teams working on Benefits Management project
• Facilitated Agile ceremonies, resolved sprint team impediments, lead continuous improvement experiments, worked with teams to identify issues and propose solutions
• Built dashboards to track progress against MMFs for each team; reviewed regularly with product owner and other stakeholders

Lake Forest, Illinois, US

• Key member of cross functional team dedicated to improving Open Orders Management; acted as lead BSA to coordinate Hybris, SAP, MidTier work to ensure project met targeted dates
• Built immense level of trust with Product Owner, and took on some Product Owner responsibilities when they were not in the office
• Worked closely with vendor Bongo to replace existing internal Export processes for authenticated and guest users
• Lead effort to mitigate risks identified by Internal Audit (IA). Facilitated solution identification, documented corrective action, and presented improvements to IA. Risks were related to customer data and price data.
• Worked on Offline Account Activation initiative to target hundreds of thousands of offline customer, working with business and engineering partners to create the simplest solution with the least impact to online user.
• Managed ongoing Offline Account Activation process and identified multiple issues in regards to how customer information is created and updated in Hybris and SAP

• Worked as core team member of STEP Enterprise Product Information Managementimplementation on OfficeMax.com
• Developed detailed business requirements on ATG systems integration with STEP throughinterview and information gathering sessions with digital business and digital IT resources
• Created data mapping tool ensuring all necessary asset variables are managed in the appropriatesystems post-STEP implementation
• Collaborated with Digital training team to develop digital merchant training materials onperforming job functions in STEP
• Developed business requirements on STEP to ATG Integration, STEP User Types andPermissions, BCC Updates and other various aspects regarding STEP impact on ATG
• Developed detailed business requirements, workflows and business processes for enhancementson OfficeMaxWorkPlace.com to improve user experience through increased account andconsignee flexibility in shopping flow

• Collaborated with Digital IT development team on analyzing business impact and mitigating riskof productivity disruption in implementing digital business system upgrade to ATG10 platform
• Developed business test plan for implementation of system upgrade to ATG10 platform
• Facilitated communication and managed expectations of system upgrade impact to seniorleadership
• Developed and distributed weekly reports on state of business readiness during training, qualityassurance and beta testing
• Developed training materials and executed training on business users of ATG10 BCC
• Managed business user acceptance testing on product enhancement releases forOfficeMax.com, Reliable.com and OfficeMaxWorkPlace.com

Hoffman Estates, IL, US

• Managed day to day site operations and monitored performance of Claire’s production, previewand test environment sites and their corresponding content management sites
• Validated all site issues; troubleshot valid issues and escalated to development team or hostteam as applicable
• Documented and trained content team on resolution for invalid or content manageable issues
• Worked on team to evaluate manual operations and developed automation recommendations;worked with development team on expected flow and developing customized applications
• Managed coordination between vendors and developers to ensure cross application compatibility
• Developed and maintained documentation of issues that require development resolution

Hoffman Estates, IL, US

• Launched Claire’s eCommerce site on July 21, 2011, on ATG9
• Tested all site functionality prior to launch; documented all issues and failures, andcommunicated with developers to determine cause and resolution
• Coordinated copy, image, and content necessary for all Jewelry products on site
• Developed strategy for displaying multiple color way products, presented to senior managementfor approval and implemented strategy
• Executed site re-architecture and coordinated redirect creation with development team

Davenport, IA, US

• Launched 1000 page Trinity Regional Health Center content site February, 2011
• Coordinated content development, deployment and page layout strategy
• Project coordinated content and development of a dozen very small sites
• Researched topics, posted comments, and maintained ‘voice’ for company and client Facebook

• Managed transit advertising on CitiBus and MetroLink
• Managed OOH advertising at the Quad City International Airport
• Maintained and updated sites for AdMospheres and Quad City International Airport
• Designed and developed site for C.A.D.s using WordPress blog
• Developed email marketing campaigns and presented analytics to senior management and client

Mba, Business Administration

Bs, Business Administration - Marketing; English Minor