Carrie Han Email & Phone Number

Los Angeles Metropolitan Area

Pasadena, Ca

I spent my last five years at Green Dot overseeing product management across all call center apps and customer notification channels. I led a global product development and engineering team and worked closely with senior leadership to prioritize and align key initiatives to facilitate a superlative customer experience and revenue growth. SELECT HIGHLIGHTS:➤ Spearheaded top-to-bottom revamp of the Salesforce Service Cloud to eliminate customer connectivity issues for the call center which fielded 1.2M calls per day and 10M+ contacts per month. ➤ Introduced enhanced customer contact features, information, and operational processes to reduce volume of calls 10% and labor costs $1.4M+ while improving customer satisfaction 40%.➤ Created customer care strategy for co-branded partners to deliver customized processes for diverse products. ➤ Launched enhanced verification and two-factor authentication, streamlined consumer email and text messaging across all departments, and delivered a robust messaging opt-in/opt-out system.

Pasadena, Ca

I worked on strategic business operations for the revenue team and was also tapped to lead product development efforts due to my extensive knowledge of the company’s product portfolio. With a team of five business systems analysts, I oversaw enhancement projects from initial planning to implementation with features including pharmacy and gas purchase rewards and custom cards. SELECT HIGHLIGHTS:➤ Hand-selected to direct business-critical initiative to rescue an at-risk contract with a major customer (60%+ of total business), working in close collaboration with the client to design new features, improve stakeholder communication, and steer project to successful conclusion—ultimately enabling a contract renewal. ➤ Increased new customers 20% year-over-year after redesigning product suite for retailer with 2M customers.➤ Standardized operations, communication, and processes to improve efficiency and drive business continuity.➤ Reduced out-of-stock rate 15% through collaboration with an internal partner on reengineering the supply chain process and incorporating advanced analytics and reporting.

I was tapped to join the corporate-level strategic program office to introduce rigor and discipline across the enterprise while leading transformation initiatives. I also worked closely with senior leadership to ensure we were focusing on key business priorities and addressing complex strategy and operations challenges. SELECT HIGHLIGHTS:➤ Spearheaded process improvement initiative to standardize project management practices, protocols, and materials and improve quality, consistency, and outcomes as the business became more complex. ➤ Delivered multiple high-visibility projects on time and within scope, including a multi-factor authentication roll out, remote check deposit implementation, and a complete revamp of the Walmart online customer experience.

I joined Green Dot in its early days as the concept was gaining traction. I led a team of business analysts as we supported key revenue, sales, and engineering priorities. Initiatives we undertook included online product and big-box retailer launches and new functionality for payment processing and verification. We also improved team output 20% via a process to prioritize sponsor requests, especially critical as business was growing.

Ba, Business Economics

Master'S Degree, Management Information Systems, General