Dana Richards Email & Phone Number

Plano, Texas, Us

- Contract position tasked with refining the company’s software development processes to increase efficiency.- Facilitate the configuration of Jira such that multiple streams of work, flow seamlessly into one development team.- Transferred existing documentation into Confluence.- Provided Jira and Confluence training to the development team and stakeholders.- Championed software development best practices by organizing and facilitating Scrum ceremonies.

Chicago, Illinois, Us

Senior PM at a software development agency catering to start-ups and nonprofits worldwide.- Effectively acted as a Product Advisor on sales calls by assessing the potential client’s project to determine development readiness.- Successfully planned, developed, and launched 4 greenfield projects. - Saved a struggling long-term project by improving the client relationship, revamping processes, and identifying the root cause of a major intermittent bug that had plagued users for a year. - Strategically planned and executed a large refactor on an application already in production that was struggling to scale due to the number of manual processes users had to perform.

- Create websites using WordPress, Elementor, Woocommerce, and various plugins for blogs and e-commerce. - Integrated with Printful for print-on-demand apparel, accessories, and home goods. - Create design templates for print-on-demand use, specializing in unique all-over prints. - Design brand logos and marketing materials. - Produce videos for social media marketing.

Boston, Ma, Us

Custom enterprise software supporting the customer service and technical support teams.- Coordinated a global launch team transitioning support agents from a third-party tool to one built internally.- Effectively analyzed data from the pilot program identifying key process improvements and user experience enhancements needed to ensure a successful launch.- Partnered with Engineering Managers and the Network Operations team to define and document a global outage process for monitoring application performance and proactively notifying users when issues arise.

Coraopolis, Pa, Us

Innovative e-commerce platform enabling administrators of youth sports programs to create and sell team-branded merchandise using print-on-demand.- Oversaw the entire product lifecycle from creating initial wireframes, to contract negotiations with vendors to developing the application culminating in an overwhelmingly successful launch all within a 6-month timeframe.- 1000+ user-created storefronts were live in production within a few months of launching.- Maintained a 99.9% uptime rate and the percentage of customer service inquiries and bug reports was less than 1% of overall support volume.

Austin, Texas, Us

Full-suite automotive CRM and workflow management tools.- Coordinated development, internal operations, and launch of a product line including 3 mobile applications used to facilitate the entire automotive service experience. - Transitioned to analyzing potential integrations to determine user interest and return on investment (ROI). - Assisted Executive Leadership in preparing for yearly trade shows.- Presented to over 500 employees at the company’s annual conference.

Cupertino, California, Us

Research customer accounts for unauthorized or suspicious activity and take appropriate action. Troubleshooting account issues such as download or sync errors. Direct escalation path for Tier 1 iTunes advisors when a supervisor has been requested or additional guidance needed. Coordinate with engineering to resolve complicated issues and follow up with customers as needed. Assist with email and chat queues as business needs dictate.ACHIEVEMENTSSuccessfully developed and implemented a new call flow technique which reduced average call handle time by more than four minutes.Participated in a pilot group in which we tested a new approach for maximizing customer satisfaction. The results of which were such a success it was implemented company wide.Consistently meet or exceed goals for my group regarding customer satisfaction scores, call handle time, and schedule adherence.

Cupertino, California, Us

Primary contact for customers requesting technical assistance with Mac computer hardware, software, and peripherals. Walk customers through a wide range of technical troubleshooting steps and escalate as needed.

Atlanta, Ga, Us

Worked independently in a satellite office under minimal supervision. Assist customers with various tasks such as placing orders, issuing equipment, troubleshooting, and handling escalations. Responsible for inventory management, depleting stock, and tracking orders in Oracle. Cash flow management including; till balancing and placing bank orders.

Atlanta, Ga, Us

Assign service orders to technicians according to their work area and efficiently route them based on appointment time and location. Troubleshoot issues such as provisioning and account errors. Report emerging system outages or issues to the Network Operations Center.