Colleen Hemmer Email & Phone Number

Tigard, Oregon, United States

• Built strong relationships with my stakeholders, developing trust and solid partnerships to delivery high business value product features• Communicated product work progress to customer stakeholders including roadblocks, budget tracking and delivery expectations• Communicated to the development teams the product direction, and expected business outcomes for features• Captured and prioritized features through user stories across for current features, future planning needs and production issues• Developed metrics approach to gain insights to agent activities to drive features and employee management system adoption

Portland, Oregon Area

• Built strong relationships with my customer’s leadership team, developing trust and solid partnerships to delivery high business value product features • Communicated product work progress to customer stakeholders including roadblocks, budget tracking and delivery expectations• Communicated to the development teams the product direction, and expected business outcomes for features • Captured and prioritized features through user stories across for current features, future planning needs and production issues• Developed metrics approach to gain insights to agent activities to drive features and employee management system adoption

Greater Milwaukee Area

- Led the Omnichannel vision, strategy, and planning for product features and communicated product vision, strategy and work progress to stakeholders during agile ceremonies and other appropriate avenues.- Provided decisive leadership and direction to a Product Management team of 15 employees.- Captured and prioritized features through user stories across operational issues, current build features, and future planning needs.- Expanded metrics approach to gain further insights into client activities with a focus on enhancing strategic features and client website adoption.- Identified new strategies and merging technologies through research to expand Omnichannel Delivery capabilities. - Increased client adoption of eDelivery from 1,000 to 350,000, reducing costs by over $1M.- Improved clients digital experience by making 75% of client documents available for eDelivery and easily accessible through the client website, and an internal service portal for field and home office service staff for optimized client service support. - Enhanced client experience by providing a single easy to use client portal to access their risk and investment documents; simplified client financial document delivery preference selection by making it fast and easy.

Greater Milwaukee Area

- Created a strategy to define a service-oriented IT environment aligning business capabilities, product and IT service concepts.- Communicated service vision, strategy, and concepts to stakeholders across IT leadership and staff.- Defined and implemented: 1) a Service Catalog with complete offerings for Shared Services; and 2) service roles and governing structures to grow and move the service concepts into an operational state.- Instrumental in changing the perspective from the internal IT view to drive understanding of the impact of technology, project, and support efforts to enable business capabilities.- Created and drove strategies across the Service Management processes and tool sets using ITIL industry knowledge, emerging technology information, and industry vendors.- Developed 3-year strategy plans, prioritized work efforts to align and support corporate strategy and evangelized the value of consistent processes and tools to assist the support teams daily work.- Crafted Opportunity Definitions, Business Cases and Gate Review presentations.- Defined and enhanced processes and technologies across IT (Asset Management, Service Level Management, Problem Management, Request Fulfillment, Release Management, Configuration Management, Business Continuity Planning, Change Management, Quality Processes) and managed team resource budget.- Improved system stability by 25% for Business Partners and Field staff by reducing the time to restore high priority issues from 2 days to under 5 minutes and proactively preventing system issues from occurring.

Indianapolis, Indiana Area

- Facilitated process alignment workshops, conducted gap analyses, produced roadmaps and process flows. - Taught industry standards, conducted and developed web-based and instructor lead training content for support technologies and ITIL processes.- Reduced client projects’ timeframes in half by providing expert guidance defining support project outcomes for clients encompassing business needs, industry standards, and technologies while supporting project implementation efforts.

Dallas/Fort Worth Area

- Created training materials and facilitated classroom training to support the consolidation of the Frito-Lay, Pepsi and Tropicana help desks. - Led the Asset Management process implementation.

Dallas/Fort Worth Area

- Supported the TGIFriday stores Point of Sale and Back Office software and restaurant accounting technology. - Supervised 15 help desk specialist and created a training program for onboarding new employees to the help desk. - Led multiple Service Management process and tool implementations such as Knowledge Management, Service Level Management, and Asset Management.