Crystal Ward Email & Phone Number

Columbus, Oh, Us

• Partners with product manager to determine priority and opportunities aligning to our product, that provides value to our customers.• Assists with creation of strategic product roadmap, ensuring all applicable parties are kept updated.• Writes requirements, epics, user stories and tasks to support product development.

Contract position as a Product Associate at JP Morgan Chase assisting with modernizing a platform through customer journey mapping and data research.

• Defined and prioritized the product vision by partnering with stakeholders, business leaders and the development team.• Created and updated the product roadmap for the travel department, defining features and measurable outcomes.• Managed the product backlog with Jira, reviewing and prioritizing development work in preparation for release planning to ensure we were on track for our strategy.• Engaged with customers and other subject matter experts to understand workflows and requirements, relaying this back to the development team.

• Utilizing Excel and Tableau, effectively analyzed call center data for key performance indicators, proposing solutions and presenting to upper-level leadership.• Monitored daily volume and PTO requests, allocating resources across teams for best shift optimization with leadership collaboration.• Generated schedules and staffing models based on forecast requirements and workload ensuring adequate staffing levels to meet KPIs.• Led employee engagement initiative and implemented a new scheduling process with feedback received, increasing employee satisfaction and retention rates.

• Coached and developed a team of Account Managers by assisting with performance evaluations and providing insight and leadership while establishing a trusting relationship.• Resolved escalations for Owner issues by research and analysis, negotiating compensation, and following up to ensure satisfactory results.• Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.• Conducted monthly 1:1's and annual performance reviews to measure employee growth and skills helping employees realize their strengths and develop them.

• Managed and maintained relationships with owners by phone or email to assist them in their NetJets travelling experience which included their flight schedule, catering and ground transportation needs. Provided valuable suggestions to guarantee an exceptional journey. • Developed and implemented strategic plans to solve business problems related to owner trip delays, adjustments or requests.• Reviewed and monitored overall owner satisfaction, progress of ongoing work and process improvement.• Corresponded directly to all types of vendors to ensure confirmations of requests and quality was guaranteed.

Knoxville, Tn

• Succeeded in building and maintaining relationships with corporate decision makers, and established high profit accounts with excellent levels of retention• Analyzed inventory using various Microsoft programs. As well as retrieved information from customer databases to increase sales.• Performed monthly bank reconciliations.• Designed a database to better organize accounts receivable information.• Updated marketing aspects in social media websites such as Facebook.

• Met with various prominent companies and people to organize large parties or banquets.• Kept an inventory log and orders supplies from local distributors when needed.• Put together various worksheets for employees including their schedule, and responsibilities.• Assisted with decision makings about marketing and promotions helping with projects to promote brand awareness• Responsible for training new employees, including the use and operation of the computer system used.

Bachelor Of Arts, Sociology And Criminal Justice

Associate Of Arts, General Studies