Chauncy Cay Ford Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Services include: Customer Experience (CX) Program Development, Customer & Partner Product Onboarding and Enablement, IT Operations & Change Management, cleaning up challenges with you!How IT works. Providing fractional leadership services specializing in developing CX programs. Engagements start with current state resources and process audits with deep discovery to learn from the teams. Why IT works.➜ Product results: Leveraged AI, APIs, analytics, and Agile methodologies… Show more Services include: Customer Experience (CX) Program Development, Customer & Partner Product Onboarding and Enablement, IT Operations & Change Management, cleaning up challenges with you!How IT works. Providing fractional leadership services specializing in developing CX programs. Engagements start with current state resources and process audits with deep discovery to learn from the teams. Why IT works.➜ Product results: Leveraged AI, APIs, analytics, and Agile methodologies to streamline processes, optimize product adoption, achieving a 4.4x growth rate and 198% ROI by bringing people together around the customer story. Co-created Continuous Product Design (CPD): www.chauncycay.com/learnit➜ Success that scales: Highly skilled at motivating focused action across teams at SaaS startups and large enterprises by building communities of practice. Fostered cross-functional partnerships, empowered teams to deliver customer experiences resulting in 7x acquisition and a renewed sense of pride. ➜ Operational engagement: Over a decade driving sustained product adoption, executive alignment and better outcomes. “Super user” and trainer at distilling data insights, and behavioral analysis to find the customer story—and show and tell it. Putting the operational puzzle together cross-functionally is the space where I find the most joy. Making it simple is my superpower. ⚡️ Show less

Austin, Texas, United States

Business and operations manager, (communications, webmaster, market researcher, product tester, content writer) for my husband, Austin Ford, owner barber of Austin Barbershop in North Central Austin, TX. The shop has been in the neighborhood for over 40 years and online at https://austinbarbershop.com with the Fords since December 2020. We are proud to be a part of the local business community. 💈 Come get a haircut, y'all! 🤘

Austin, Texas, United States

Yoga Alliance RYT 200 hours ID 389246Corporate yoga retreats (conference center “towel on carpet yoga”)Classes in mindfulness and meditation (virtual and in-person)

Austin, Texas, United States

Layoff—reorganization. ZayZoon provides employees access to their earned wages before payday. Partnered with Go-to-Market (GTM) and development teams across 23 external payroll organizations to refine the growth strategy for B2B2C customers: employees and SMB employers. ➜ Product Management: led the development of 6 integrations in 8 months achieving a 93% feature rating on G2 🍎➜ Partner Experience: improved Partner Onboarding success by 40% simplifying partner integrations… Show more Layoff—reorganization. ZayZoon provides employees access to their earned wages before payday. Partnered with Go-to-Market (GTM) and development teams across 23 external payroll organizations to refine the growth strategy for B2B2C customers: employees and SMB employers. ➜ Product Management: led the development of 6 integrations in 8 months achieving a 93% feature rating on G2 🍎➜ Partner Experience: improved Partner Onboarding success by 40% simplifying partner integrations, implementation, and new product availability with standardized code, documentation, AI workflows, and tutorials packaged into a partner admin application. ZayZoon Partner Connect v1 release included: ADP, UKG Ready, PrismHR➜ GTM Strategy: spearheaded the Go-to-Market plan by creating enablement and partner product analytics to show 7x traffic customer acquisition and engagement with partner portals that implemented the latest product offerings Show less

Austin, Texas

June 2023—Layoff, reorganization and reduction of Customer Enablement team. Quantum Metric is a SaaS Customer Experience (CX) Analytics platform. ARR grew from $20M to $85M and 98% customer retention rate for 2020-2023. I was employee 51.Group Product Management:➜ Built 0-1 in-platform learning resources to drive product-led growth with two dedicated resources serving over 7000 active customers at 683 accounts, partners, and employees➜ Created the knowledge base, the university… Show more June 2023—Layoff, reorganization and reduction of Customer Enablement team. Quantum Metric is a SaaS Customer Experience (CX) Analytics platform. ARR grew from $20M to $85M and 98% customer retention rate for 2020-2023. I was employee 51.Group Product Management:➜ Built 0-1 in-platform learning resources to drive product-led growth with two dedicated resources serving over 7000 active customers at 683 accounts, partners, and employees➜ Created the knowledge base, the university, partner academy, and the community launched at the annual user conference with a half-day of programming. 56% of attendees came for learning year one, 5x each year afterProduct Enablement (customers, partners, team members):➜ Led bi-weekly live product onboarding with the CTO➜ 85% of accounts completed courses; quarterly certification rate increased by 219% YoY➜ Certified learners spend 4.4x more time engaged and learners adopt relevant actions at 3x over their peersMajor launches at the LEAP conference:2020. Launched Quantum Metric University (QMU) with QMU Live workshops2021. Built the community and knowledge center with Support. Delivered the Continuous Product Design (CPD) Foundations Certification with PMM2022. Delivered QMU Live workshops and lab2023. The Quad (community), Center for Continuous Product Design, and led sessions with customersCultural impact.Co-founder of the Employee Resource Group for QM Parents. Led yoga sessions virtually for mindfulness programs and the annual company kickoff in-person. Show less

Digital product operations & thought leader: Drove research and development of the Center for Continuous Product Design (co-creator of CPD) operational process playbook & supporting content (2020-2022).➜ Launched at Quantum LEAP user conference in February 2023➜ 11% of accounts built Centers of Excellence by leveraging existing resources to level up cross-team results and sustain engagement➜ Drove repeatable value, 198% annual average ROI by year two across Tier 1 accounts (over… Show more Digital product operations & thought leader: Drove research and development of the Center for Continuous Product Design (co-creator of CPD) operational process playbook & supporting content (2020-2022).➜ Launched at Quantum LEAP user conference in February 2023➜ 11% of accounts built Centers of Excellence by leveraging existing resources to level up cross-team results and sustain engagement➜ Drove repeatable value, 198% annual average ROI by year two across Tier 1 accounts (over $300k ARR)➜ Early access to Google Bard AI (Gemini AI) to research automating workflows and provide analytics summaries to tell the customer data story➜ Aligned digital leaders and product teams internally to the customer story at: American Airlines (travel), AT&T (telecom), GEICO (insurance), US Bank (fintech), Betfair (gaming), CVS Health, Walmart (retail) Show less

Round Rock, Tx

Program Manager for CX Analytics vendor products at Dell on the Digital Tools team. Built the enablement program including content, office hours, workshops, roadshows, and curriculum, to enable "CX Ambassadors"—across teams—to drive results. Led data management, and optimization (data governance) aligned with customer needs and organizational goals. Delivered the program as a service offering for Dell. ➜ Expanded program ownership to the Voice of Customer products: Opinionlab, iPerceptions… Show more Program Manager for CX Analytics vendor products at Dell on the Digital Tools team. Built the enablement program including content, office hours, workshops, roadshows, and curriculum, to enable "CX Ambassadors"—across teams—to drive results. Led data management, and optimization (data governance) aligned with customer needs and organizational goals. Delivered the program as a service offering for Dell. ➜ Expanded program ownership to the Voice of Customer products: Opinionlab, iPerceptions (+ Tealeaf)➜ Managed MS SharePoint site with Active Directory groups for 1400 global active users➜ Community of practice leader engaging teams through newsletters, workshops, and events (user groups, conferences, webinars). Co-founder of the Austin DAA Chapter and the Tealeaf Users LinkedIn group➜ Developed a sustainable ROI growth model by year two: 243% in the first six months; reducing operational expenses (OPEX) for an annual attributed revenue gain of 9 digits—7 years in a rowOn-premise IT Operations:Led our Infrastructure as a Service (IaaS) Change: Uplifted environment from 80% physical servers to 90% virtual hosted in a Private Cloud Dell Modular Data Center. 50TB of data, 45M website hits per day: 3x faster for search/replay. Show less

Austin, Texas Area

Moved from IT Services to Digital. Combining my services background in IT with digital product development, customer experience analytics is a natural fit. Provide well-executed product strategy, strategic planning, business case realization, competitive analysis, ROI, contract negotiations, change management, PII privacy, IT security compliance with process development to enable actionable analytics and optimize our digital customer experience.ROI initial return 3x at six months… Show more Moved from IT Services to Digital. Combining my services background in IT with digital product development, customer experience analytics is a natural fit. Provide well-executed product strategy, strategic planning, business case realization, competitive analysis, ROI, contract negotiations, change management, PII privacy, IT security compliance with process development to enable actionable analytics and optimize our digital customer experience.ROI initial return 3x at six months, 8x at nine months, developing a sustainable growth model by year two, with minimal OPEX to drive annual attributed revenue gain of nine digits. ➜ Targeted engagement with internal teams (IT, Quality, eServices, B2B | B2C) to lead first wins➜ Built Technical Enablement Program to scale growth with product training content to enable CXM experts, “Data Ambassadors” across business teams. Ambassadors allow controlled team adoption, drive engagement, and help maintain data to sustain success with growth and align optimization efforts➜ Engagement 2017 Q2 – 2018 Q2 increased 138%, specialized team (3-4HC) able to maintain and innovate with the partnerships we’ve built across teams➜ Delivered our Program as a Dell Services Offering to enable clients’ DCXM programs in May 2016Awards- eDell Service Awards for our DCXM Ambassadors FY13 - FY20- eDell Silver Service Award FY12 Q4 for exceeding ROI program goals, and best product adoption- eDell Gold Service Award FY13 Q3 for Operational Excellence of a Program - Industry nomination: Digital Analytics Rising Star 2013- eDell Bronze Service Award, Q4 FY11 for leading Analytics Council to provide a global cross-business unit governance forum Show less

Austin, Texas Area

Promoted to Operations Manager in July 2009 managing Dell Services operational teams: Procurement (2), Technology Refresh | Deployments (3+), and Operational Finance (1). Documented all processes; groundwork for ITIL standardization of services.Co-created the Configuration Management Database (CMDB): Initiated staff audits for roles and functions; creating better capture of metrics against baseline, identifying trends and areas for improvement to drive profitability and overall value… Show more Promoted to Operations Manager in July 2009 managing Dell Services operational teams: Procurement (2), Technology Refresh | Deployments (3+), and Operational Finance (1). Documented all processes; groundwork for ITIL standardization of services.Co-created the Configuration Management Database (CMDB): Initiated staff audits for roles and functions; creating better capture of metrics against baseline, identifying trends and areas for improvement to drive profitability and overall value for our customer.Change & Risk Management Outcomes:➜ Improved overall delivery of services by 30% in three months➜ Efficiencies realized in lead times, raising quality of service while keeping up with a customer growth rate near 40% over 3 years Show less

Austin, Texas Area

Full-time consultant for the Seton Family of Hospitals account in Central Austin.Seton Family of Hospitals is the largest of Ascension Health's 13 ministries.Led budget process and forecasting; management of Seton IT operational budget ($5 million), prioritizing the client’s strategic infrastructure plan. Conducted vendor negotiations on behalf of the customer and ensured the best pricing and products, giving Dell a competitive bid at all appropriate business.Strategic… Show more Full-time consultant for the Seton Family of Hospitals account in Central Austin.Seton Family of Hospitals is the largest of Ascension Health's 13 ministries.Led budget process and forecasting; management of Seton IT operational budget ($5 million), prioritizing the client’s strategic infrastructure plan. Conducted vendor negotiations on behalf of the customer and ensured the best pricing and products, giving Dell a competitive bid at all appropriate business.Strategic Planning Outcomes:➜ Implemented accrual management to capture the end of fiscal year finances allocating an additional 1% of operational funding to Seton IT➜ Designed, developed, implemented, audited cost allocation system for lease assets (600+ cost centers)➜ Under budget 3 years in a row Show less

Houston, Texas Area

Passion project break from the corporate world. Highly recommend it!Campus teacher for Kindergarten through 8th-grade students in Computer Science, Yearbook, and Photo Journalism. Daily classes for all middle school students and bi-weekly classes for elementary students.➜ Created computer curriculum, assessments, and project work➜ Taught 6th, 7th, and 8th graders how to design the yearbook including Adobe products for digital imaging➜ Covered basic sales and advertising… Show more Passion project break from the corporate world. Highly recommend it!Campus teacher for Kindergarten through 8th-grade students in Computer Science, Yearbook, and Photo Journalism. Daily classes for all middle school students and bi-weekly classes for elementary students.➜ Created computer curriculum, assessments, and project work➜ Taught 6th, 7th, and 8th graders how to design the yearbook including Adobe products for digital imaging➜ Covered basic sales and advertising practices as part of the yearbook annual sale➜ Built an internal teacher website and wiki to house all curriculum, assignments, tutorials, resources, and supplemental activities➜ Trained faculty and staff on graphic imaging and features of Microsoft Outlook and productivity suite➜ Provided backup assistance to the part-time System Administrator Show less

Houston, Texas

Onsite Specialist at Credit Suisse First Boston➜ Managed migration to a standard build; built and provided technical training; complete with user testing and feedback➜ Provided clients enhanced technical proficiency and productivity, managing expectations with Change Management

New York, New York, United States

Integrated support solutions on-site for an average of 2 years in each location: Houston/Dallas (2003), San Francisco (2001, Mergers & Acquisitions, Technology Group), Palo Alto (2000, Technology IPO Group), London (1998), New York (1997). That's 3 corporate moves, y'all! Global Cross-Functional Team Leadership:➜ Promoted to Team Leader within two years➜ Led US Branch offices IT Change Management➜ Managed lead US branch IT support team of 5 professionals➜ Reduced… Show more Integrated support solutions on-site for an average of 2 years in each location: Houston/Dallas (2003), San Francisco (2001, Mergers & Acquisitions, Technology Group), Palo Alto (2000, Technology IPO Group), London (1998), New York (1997). That's 3 corporate moves, y'all! Global Cross-Functional Team Leadership:➜ Promoted to Team Leader within two years➜ Led US Branch offices IT Change Management➜ Managed lead US branch IT support team of 5 professionals➜ Reduced staffing requirements in London, San Francisco, Houston: 30-37% decrease in staff, 50-80% increase in clientsStandardized support software and reports:➜ Worked with IT Management and support teams globally, customizing interface/reporting structure➜ Gathered requirements, created mock screenshots of User Interface (UI)➜ Created and tested reporting macros for management approval with support buy-inIT Security: accounts and access control➜ Researched, purchased technologies: implemented executive equipment lending program. Reallocated project costs to clients➜ Provided requested offsite support due to personal performanceTechnical Solutions Architect & Enablement:➜ Strategic client training | content decreased recurrent issues, drove engagement, confidence, technical enablement➜ Provided custom technical solutions to achieve client goals: productivity tool macros, forms and templates Show less

Orlando, Florida, United States

Wholesale Attractions Sales team member for the Asia Pacific travel industry partners. As a Cast Member, I took Japanese travel agents on tours throughout the parks and hotels to help showcase the diverse range of experiences they could offer the Japanese customer. Ask me about the tunnels...

Bachelor Of Arts - Ba, East Asian Studies (Japan)

Activities and Societies: 🤘 Kappa Alpha Theta (Rho Chi and New Member Education), 🎤 Key Elements co-ed A Cappella Choir (Alto Soprano), ♻️.

Ducktorate, Business

Activities and Societies: Marketing and Sales Intern - International Travel Industry Sales, Pacific Rim Collegiate internship program.