Casey Ramirez Email & Phone Number

Focused on client engagement strategy in our Caremark division. - Synthesize multiple sources of client feedback for opportunity identification- Conduct marketplace analysis and enable product leaders with context for decision making - Shadow client-facing colleagues and meet with area leaders to identify and prioritize problems to solve - Guide client improvement initiatives to ensure proposed value is identified, measured, and captured - Coach new product managers and… Show more Focused on client engagement strategy in our Caremark division. - Synthesize multiple sources of client feedback for opportunity identification- Conduct marketplace analysis and enable product leaders with context for decision making - Shadow client-facing colleagues and meet with area leaders to identify and prioritize problems to solve - Guide client improvement initiatives to ensure proposed value is identified, measured, and captured - Coach new product managers and facilitate a product community Show less

Identify opportunities to deliver value to AARP with journey orchestration, personalization, and content management platforms. Work with stakeholders to create and prioritize backlog, communicate product vision, facilitate ceremonies, and coach team toward continuous improvement.- Delivered a personalized welcome email series for new AARP members that has more than 10,000 possible variations. Click through rate improved by 10 points- Built a POC in 6 weeks that incorporated Palantir… Show more Identify opportunities to deliver value to AARP with journey orchestration, personalization, and content management platforms. Work with stakeholders to create and prioritize backlog, communicate product vision, facilitate ceremonies, and coach team toward continuous improvement.- Delivered a personalized welcome email series for new AARP members that has more than 10,000 possible variations. Click through rate improved by 10 points- Built a POC in 6 weeks that incorporated Palantir Foundry AI/ML technology on aarp.org. POC validated that personalized benefit curation led to increased engagement- Developed ability for business to build emails within Adobe Experience Manager, decreasing agency spend by 87% and cutting speed to market in half Show less

Remote

Advised portfolio and solution teams engaged in a multi-year effort to migrate Humana contact centers to the cloud. Leveraged Genesys Cloud CX and integrated technologies to provide simpler care through personalized, insightful, and consistent experiences for our customers. Implemented innovative capabilities to fully support associates in their day to day work. - Completed migration of 9,000 users thus far from Avaya to Genesys Cloud CX platform- Researched present and forthcoming… Show more Advised portfolio and solution teams engaged in a multi-year effort to migrate Humana contact centers to the cloud. Leveraged Genesys Cloud CX and integrated technologies to provide simpler care through personalized, insightful, and consistent experiences for our customers. Implemented innovative capabilities to fully support associates in their day to day work. - Completed migration of 9,000 users thus far from Avaya to Genesys Cloud CX platform- Researched present and forthcoming contact center capabilities from Genesys and other vendors- Tested various approaches and recommended options for solutioning - Worked with solution team and stakeholders to identify desired features, prioritize, and influence vendor delivery roadmaps- Served on Culture team for our 200 person distributed team, planning events and facilitating team connection through Microsoft Teams- Served as Tech Talk facilitator for Humana's Women in Tech (WIT) chapter Show less

Supported large customer experience platform transformation for Humana contact centers. Responsible for creating customer journey maps, building capability backlogs based on Genesys Cloud CX platform, encouraging adoption of SAFe Agile framework, conducting research, and advocating for the customer and associate experience. - Established new onboarding process for incoming members of project team- Organized and strengthened documentation to ensure repeatability of processes-… Show more Supported large customer experience platform transformation for Humana contact centers. Responsible for creating customer journey maps, building capability backlogs based on Genesys Cloud CX platform, encouraging adoption of SAFe Agile framework, conducting research, and advocating for the customer and associate experience. - Established new onboarding process for incoming members of project team- Organized and strengthened documentation to ensure repeatability of processes- Assisted Program Product Manager with taxonomy, capability charters, and platform decision framework Show less

Chicago, Illinois, United States

Advocated for customer and associate experience through the end-to-end Claims process, Product Owner for multiple Agile technology initiatives, coordinated with offshore teams, created and updated business process modeling, identified areas of opportunity, and worked with leadership to execute improvement plans- Implemented workflow system for Claims department using OpenText AppWorks platform- Coordinated an initiative to use loaned resources to perform claim follow-up activities… Show more Advocated for customer and associate experience through the end-to-end Claims process, Product Owner for multiple Agile technology initiatives, coordinated with offshore teams, created and updated business process modeling, identified areas of opportunity, and worked with leadership to execute improvement plans- Implemented workflow system for Claims department using OpenText AppWorks platform- Coordinated an initiative to use loaned resources to perform claim follow-up activities during COVID, allowed for 1200 additional claims to be handled over two months Show less

Chicago, Illinois

Led four Robotic Process Automation initiatives, coordinated with offshore teams, provided technical support for eight automated processes, provided training and support materials, created reporting, implemented enhancements, and assessed other processes for automation potential- Implemented automation saving 115 hours per week- Managed Workfusion platform upgrade and 18 enhancements in 2019- Created and maintained SharePoint project site for knowledge management

Chicago, Illinois

Managed the deployment of iPads to insurance agents across the US. Created user accounts, developed relationships with vendors, tracked inventory, and provided training and support for agents and sales trainers- Deployed 2700 iPads in 2017, managed 500 device replacements- Saved $435,000 in 2017 through improvements to Verizon account and accessory purchases- Provided all executive-level iPad support

Northbrook, Il

Led the customer training and repair teams. Trained employees, provided coaching, managed daily activities, ensured a great customer experience - Developed and presented training for the repair team on maintaining empathy, repair team won an award that year for having one of the most improved customer satisfaction scores in the company- Coached training team on quality of study hall sessions and on marketing them to customers, attendance doubled in six months

Cupertino, Ca

Facilitated the class for new Apple Retail customer trainers at Apple corporate headquarters, led discussions, provided coaching, updated and helped to create new content- One of twelve individuals selected across the company for the role- Student satisfactions score was 97%- Chosen for a Guest Content Developer role based on work updating the curriculum

Northbrook, Il

Delivered private lessons and workshops applying adult learning theory, developed, designed, and facilitated training for new employees- Facilitated employee training for the Chicago area