Daryl Olson Email & Phone Number

Grosse Pointe, MI, US

A visionary leader and a strategic product and program management expert, I leverage a rich global experience to drive user-centric product development and process enhancements. As the Founder, President, and CEO of Bouken Consulting L.L.C., I specialize in crafting product visions, roadmaps, and epics that resonate with customer and business needs. My.

Detroit, Michigan, US

• As Development Manager, I lead a team of product owners and software developers to ensure software is designed and developed using sound, repeatable, and industry-standard methodologies, including Agile and Waterfall.
• Spearheaded a team of 14, focusing on aligning IT applications with business objectives, ensuring compliance with industry-standard methodologies (Agile and Waterfall).
• Managed and enhanced the Customer Relations Management system, ensuring its alignment with global business needs and integration with internal/external systems.
• Implemented auto case routing in CRM, reducing call handling time, improving customer experience, and boosting satisfaction metrics by 6%.
• Developed strategies to increase development velocity by 20%, aligning application development with business goals while reducing defects by 10%.

Detroit, Michigan, US

• Led the overhaul of advisor tools, focusing on unifying user interfaces and enhancing the application portfolio in line with strategic business objectives.
• Owned product roadmap, aligning application development with organizational goals, and increased CSAT scores by integrating customer-centric features.
• Implemented stolen vehicle assistance incident tracking, enhancing information capture capabilities of IT applications without compromising efficiency.
• Analyzed and standardized sales processes, aligning them with IT applications for streamlined operation.
• Led the transition from legacy systems to an in-house software solution, significantly reducing licensing costs and aligning IT services with business needs.

Detroit, Michigan, US

• As the Lead Analyst, I managed requirements and functional design documentation for multiple global insourcing projects and was a key contributor to the Operational Excellence project for improving the challenge of.
• Brought CRM system in-house, eliminating the need for a third party and saving the company $35M in outsourced fees.
• Conceived, designed, and deployed Olson Administration Tool (OAT) to onboard and offboard call center advisors. Empowered local sites with user administration capabilities, reducing 3-week process into a few minutes.
• Designed and managed development of integrated vehicle parts tracking solution, retaining critical data, accurately tracking parts fulfillment, and reducing number of advisors required by 25%.

Newark, Delaware, US

• As Senior Siebel Business Analyst, I managed a team of developers and contractors charged with ongoing customization of and integration of CRM systems. I also created end user training documentation and customized data.
• Managed ongoing customization and integration of CRM systems, ensuring alignment with business needs and efficient operation.
• Enhanced marketing automation through CRM integration, aligning IT applications with marketing strategies for improved campaign management.

Provo, UT, US

In this role, I served as primary liaison between IS&T and the sales and marketing organizations. I successfully articulated business requirements to developers while directing the development of technical solutions. I also provided ongoing communication and status of work assignments to management.

Provo, UT, US

As Siebel Administrator for Salesforce automation, I provided direct support to all worldwide sales. I also delivered technical support to those using the applications necessary for forecasting and achieving sales objectives.

Mba, Business With Emphasis In Marketing

Ba, International Relations

Salesforce Mountaineer, Administrator: Applications And Activities

Iiba Business Analyst Certificate, Business Analysis