Daniel Wilkens Email & Phone Number

Parsippany, Nj, Us

Product Director for the Customer Success Value Stream, a 10-team, 75+ member cross-functional group for focused on developing and delivering features and initiatives intended to streamline and enhance the customer experience throughout our digital channels and ensure compliance with global laws. Create product roadmaps and drive feature development and delivery for the global contact center, customer data platforms, and omnichannel customer communication channels (SMS, email, voice, push, etc), with a focus on increasing self-service, platform modernization, and contact center automation. Collaborate with executives, partners, and internal business stakeholders to collect, validate, and translate ideas into requirements and projects with defined EBITDA benefits, capital and operating expense estimates, and justification for prioritization.Deliver new capabilities across multiple digital channels intended to improve customer experience: * Launched customer API to drive customer recognition within our IVR platform, increasing personalization 600% and expanding personalization reach to non-profiled customer base* Launched pilot program to provide customers with on-demand help on rental lots via QR code scanning, SMS messaging, and integrated survey experience to capture customer feedback and measure sentiment on pilot functionality.* Increased transactional SMS deliverability 15% over six months through opt-out optimization * Launched e-receipt functionality through IVR for EMEA customers on Amazon Connect to address customer demand and increase self-service* Launched multi-lingual SMS campaigns to increase compliance with global regulations

Seattle, Wa, Us

Serve as Product Owner and Engagement Lead responsible for delivery across three multi-million dollar product development teams at a Fortune 500 car rental company. Responsible for product vision, roadmap and execution, as well as assisting with vendor management, budgeting, resource allocation, and staffing considerations.Key Accomplishments: * Successfully implemented a private cloud-based global customer data platform and new multi-channel marketing platform, going from vendor selection to discovery, design, and launch in less than nine months. Created 50M+ golden records and created specifications for customer API for contact centers. Realized $400,000 in cost savings for my client by eliminating legacy data platform costs. * Successfully launched new SMS messaging platform and migration from legacy platforms, which was pivotal for driving new revenue streams and customer-facing capabilities for the client. Purged nearly 1 million contacts from legacy opt-out lists. Realized $250,000 in cost savings for my client through legcy SMS platform decommissioning and transition to Amazon Pinpoint. Non-client related responsibilities include:* Lead Solution Ownership capability group for New Jersey Market, including responsibility for staffing, upskilling, training and mentoring * Co-creator and co-lead for Cornerstone Solution Owner Mentorship program, a five-market wide, 12-week mentoring program intended to provide training necessary to take on Solution Ownership roles. * Executive Sponsor for Vector Agile Mentorship Cohort, which is a 10-week training program intended to pair consultant mentees with seasoned Agile practitioners and immerse them in a simulated client setting where they get to sharpen their skills and practice what they've learned within the cohort's curriculum. * Directly manage consultants as a people leader and responsible for their growth and development with the firm.

Seattle, Wa, Us

Chief of Staff for Global IT business partner for a pharmaceutical company and successfully implemented Agile for their production support team. Transitioned team from a hybrid waterfall/Agile model to pure Agile and converted their task list into a product backlog consisting of epics, stories, tasks, spikes, and bugs. Instilled story pointing for estimation and adapted team meeting structure into traditional Agile ceremonies to drive adoption and practice for new skillsets. * Program manager for the client's cloud infrastructure team and was responsible for creating a new end-to-end process flow for production support requests. Set up Agile-based governance and communication improvements for the group, including a weekly Scrum of Scrums meetings, daily scrums with partner / product teams, and created real-time dashboards to monitor sprint velocity and developer capacity. Internal responsibilities: * Co-Lead for Vector Agile Mentorship Cohort, which is a 10-week training program intended to pair consultant mentees with seasoned Agile practitioners and immerse them in a simulated client setting where they get to sharpen their skills and practice what they've learned within the cohort's curriculum. * Directly manage five consultants and responsible for their growth and development with the firm. Accomplishments: - Slalom Core Value award winner (multiple times) - Slalom Mogul Award, Q2 2020- Slalom Team of Teams Award, Q2 2020

Seattle, Wa, Us

Successfully delivered a $4M, 10-month Agile SFDC project for a pharmaceutical client to consolidate two enterprise Salesforce Sales Cloud instances. - Realized cost savings over $1M through consolidation - Led a 30+ person team and managed the project from discovery through launch, and handled knowledge and responsibility transfer in hypercare. - Worked closely with multiple vendors to implement the consolidation and further reduce the client's technical debt.

New York, New York, Us

Product Owner for the implementation of a new, cloud-based global CRM & enterprise help desk solution. Responsible for the following: * Building, prioritizing, and maintaining the product roadmap* Integrating multiple systems into the CRM (SAP, Segment.io, Sothebys.com and mobile app, Valuations, and other sub-systems & queues* Running global Steering Committee and Working Group meetings with stakeholders, as well as day-to-day maintaining and updating the project timeline, and coordination with business teams for use case review and UAT testing. Also act as product owner for the Valuations system, as well as our current client relationship management system.

Solution Owner for a cross-functional team of architects, developers, and quality assurance analysts responsible for developing a financial services product for an asset management firm. Responsible for creating and maintaining the product backlog, backlog grooming, sprint planning, and velocity tracking. Conducted all Agile and scrum ceremonies and was responsible for weekly metrics, status reporting, and running Steering Committee meetings with our client.

Acted as project manager for global re-branding campaign for Havas Health’s transition toHavas Health & You, including a new website, asset microsite, capabilities presentations, banner advertisement campaigns and various launch parties across the world. Primary responsibilities included managing digital product launches for Fortune 500 pharmaceutical clients and interacting with agency counterparts. Led various pilot projects dealing with augmented and virtual reality applications for clients.

Managed the daily activities of large-scale web and mobile development projects for healthcare and publishing companies. Worked side-by-side with the development, design, product and strategy teams to plan iterations and releases, allocate resources, mitigate risk, manage scope changes, and define processes.

Jersey City, New Jersey, Us

Owned the product strategy and vision for six products for the public and private sector, including desktop, mobile and cloud-based software for Microsoft SharePoint, Office 365 and Office applications. Acted as the subject matter expert for clients in the areas of privacy, mobile security, records management, archiving, e-discovery and compliance. Responsibilities: • Guided products throughout the entire software development lifecycle (SDLC).• Defined the product roadmap, positioning and go-to-market strategies based on market research and analysis, customer data and requirements, and gap analysis. • Delivered webinars and create content for trade publications, partners and clients• Conducted briefings and inquiries with industry analysts to raise product awareness• Traveled between AvePoint offices to conduct on-site seminars on emerging product lines

Managed a team of eight IT Project Managers responsible for overseeing project portfolio totaling $10M. Responsible for the planning, execution and on-time fulfillment of digital marketing campaigns for the company’s high-spend clients, including custom website development, mobile, SEO, social media, paid search and video solutions. Promoted from Acting Team Lead and collaborated with senior level executives in Sales, Product and Fulfillment to streamline operations, increase revenue and stimulate cross-departmental communication.Accomplishments: • Reduced overall portfolio backlog by 10% • Realigned PMO department in tandem with Team Alpha Team Lead in order to achieve maximum delivery efficiency and increase customer satisfaction. • Revised existing and developed new standard operating procedures for PMO.• Met or exceeded launch goals every month to date• Created new PMO Dashboard and individual dashboards for team members with support of Process and Development Departments• Restructured fulfillment workflow for Legacy SEO migration project and worked alongside Process and Customer Service department on implementation effort.• Selected to represent Fulfillment Department at 2013 National Sales Meeting. Conducted demonstrations of Sales Reporting Tool. Selected to participate in new training program for new Sales hires. Developed training session focusing on communication between sales and fulfillmentResponsibilities: • Forecasted weekly and monthly launch goals for Senior Management. • Tracked team metrics against goals to ensure revenue goals and delivery dates are met. • Prioritized projects in design, content, development and quality assurance queues to ensure on-time delivery. • Mentored and trained new hires within PMO. Conduct monthly 1-on-1 meetings with each employee to encourage open communication and feedback• Managed and resolved escalations from clients, Sales, Customer Experience and Customer Support departments.

Responsible for the planning, development and delivery of customized websites for law firms nationwide, including search engine optimization, design, content, coding and quality assurance. Manage 70-75 concurrent projects per month with 90-day lifecycle.• Assist PMO with recruiting, training, capacity and operations planning. Responsible for evaluating, mentoring and training new hires.• Spearheaded collaboration between content and design departments through introduction of post-consultation meetings to ensure cohesive marketing effortsAccomplishments: • Selected by VP to assume acting team lead responsibility while Sr. Director was out on temporary disability. • Managed successful pilot that reduced overall project fulfillment time while maximizing resource allocation and output upon implementation.• Created and implemented new standard operating procedures for the PMO, SEO and Campaign Manager groups.

Diemen, Noord-Holland, Nl

Write and edit content for custom websites for medium to high-volume law firms as a contractor for LexisNexis. Conduct in-depth creative consultations with client firms to understand their website needs, including audience, market positioning, and practice areas.Collaborate with website designers, project managers and search engine optimization specialists to develop firm value proposition and messaging strategy.Perform legal review of website content for high-spend clients. Handle complex customer objections during client escalations. Conduct research on client firms, their competitors, statistics, practice areas, and lawyers.

Conducted legal research, reviewed party submissions, and drafted opinions involving motions for consolidation and joinder, motions to dismiss, and orders to show cause.Drafted opinions on New York Civil Practice Law and Rules Article 75 and Article 78 proceedings involving stays of arbitration and review of administrative agency decisions.Analyzed evidence, ascertained facts, and researched applicable law.Researched mortgage foreclosure issues. Observed courtroom proceedings and pre-trial conferences.

Conducted legal research and drafted memoranda to the Executive Director on immigration law issues, police brutality cases, then Supreme Court nominee Sonia Sotomayor’s judicial record, and accreditation of law schools. Drafted memorandum for Assemblyman Phil Ramos regarding potential reforms to be made to New York’s Not-for-Profit Corporations Law. Drafted reports on non-profit corporate law reform and IRS 990 compliance. Supervised a team of interns and delegated duties on a project advocating for passage of the DREAM Act.

Juris Doctor

Bachelor Of Arts, Political Science And Government