Carissa Spencer Email and Phone Number

- Led the implementation and optimization of Adobe Workfront, ensuring configurations aligned with business goals to drive efficiency and results.- Guided survey tool development as the subject matter expert for Remesh, while managing key vendor relationships to enhance platform capabilities.- Provided strategic leadership in technology adoption, overseeing workflow documentation and applying change management techniques for seamless integration across teams.- Contributed to the vision and strategy for the PBM website and key initiatives, playing a key role in content planning, development, and user testing.- Built and nurtured strategic partnerships across PBM, fostering a culture of collaboration, innovation, and communication to achieve shared objectives.- Cultivated a highly collaborative environment, driving the execution of digital engagement strategies with a focus on continuous exploration and innovation.- Supported the Employee Experience team, addressing urgent needs and identifying areas for enhancement to improve overall employee engagement and satisfaction.

- Assessed customer needs and business processes, identifying opportunities for automation and optimization to drive efficiency.- Managed and documented automation opportunities within the Intake Capability backlog, improving visibility and prioritization.- Advocated for the Digital Workforce team, fostering stronger collaboration between customers and developers to address immediate challenges.- Utilized influence and communication skills to secure stakeholder support for changes in tools, project direction, and scope.- Planned, organized, and led complex projects, ensuring successful delivery while meeting key objectives.- Motivated and guided project teams, ensuring alignment with the overall vision and achieving project goals.

- Designed and facilitated RPA training sessions for citizen developers, empowering teams across the enterprise.- Enhanced communication, organization, and transparency within the team by implementing effective Scrum practices.- Led meetings and cross-functional collaborations, ensuring alignment and steady progress between team members and stakeholders.- Developed and maintained tracking tools, status boards, and workflow charts to monitor progress and address impediments.- Consulted with internal customers to identify, prioritize, and implement automation opportunities that support business goals.

- Provided leadership aligned with Koch values and principles, fostering a positive and principled work environment.- Led the team through significant support changes, driving process improvements and managing transitions to new tools.- Negotiated and finalized contracts with wireless service providers and Vendor Management, ensuring favorable outcomes.- Developed team members, aligning their strengths to current and future roles to maximize potential.- Maintained strong communication and relationships with management, supported businesses, and peers to ensure alignment and collaboration.- Analyzed key metrics to monitor performance and ensure team alignment with organizational goals and objectives.

- Assisted in developing and improving policies and procedures to support and advance key organizational initiatives.- Supported team members with requests and escalations, ensuring customer understanding and driving value creation.- Prepared and maintained knowledge base documents, ensuring accuracy and relevance for team use.- Facilitated onboarding and ongoing education sessions to enhance team knowledge and improve customer service skills.

- Diagnosed and resolved customer issues by leveraging company databases, customer insights, and collaborating across departments.- Delivered high-quality customer service, consistently meeting or exceeding Service Level Agreements (SLAs).- Identified and implemented process improvements, driving efficiencies both within and beyond Wireless Services.