Deborah Ortega Email & Phone Number

Hired to build a product mentality for the client facing analytics supporting the Alight solutions and define the product vision and strategy. Focused on user experience analytics to provide clients insights to solve problems. Problems identified include vertical silos of analytics, no custom view flexibility and little insight to client utilization. • Performed user research and collaborated with engineering to develop the product strategy. • Led customer discovery sessions to develop a deep understanding of unmet needs • Building a new product focused analytics team to support a consolidated solution strategy• Identifying and monitoring key performance metrics to evaluate product health

Promoted to create solutions to solve problems with scheduling, routing, and capacity management for a nationwide technician workforce. Problems include reserving capacity for specific clients while ensuring all technicians are fully leveraged and offering customer appointment times that allow for drive optimizations.• Identified automation opportunities to reduce manual data entry steps by 75% thus focusing full time staff on more valuable assignments. • Integrated AI processes into an existing product to reduce delivery appointments drive time by more than 5 miles per route with savings of more than 500K annually.

Hired to implement User Experience best practices using customer experience analytical data to focus on solving the right problems. Attracted, hired, managed, and developed a new team focused on enlarging the implementation reach to cover all high-priority KPIs.• Implemented a new solution framework that introduced customer research methods to discover qualitative and quantitative insights. Focus on customer research and data prevented unnecessary software purchases. • Led diverse groups of people to solve problems using design workshops that supported collaborative cross-functional product discovery that eliminated non-value add projects. • Developed processes, tools, and standards for a new team to ensure consistency and provide autonomy in growing user experience skills with a detailed career path skills matrix.

Kansas City, Missouri, United States

Hired to manage the product lifecycle from strategy to implementation on a variety of warranty product components. Managed product backlog and prioritization of user stories by collaborating with stakeholders, product design, engineers, and analytics team members.• Saved more than 1 million dollars using customer data and test and learn validation by eliminating non-impactful call center processes as part of a product evaluation.• Integrated third-party capabilities into call center claim flow to improve the agent’s ability to identify appliance issues via the customer’s smartphone camera.• Developed a new intuitive software solution focused on key service provider updates and performed usability tests of design prototypes with customers to ensure an optimal solution. The new solution improved service provider compliance thus reducing operational overheads.• Expanded capability for customized payment rates for service providers to support pay for performance. New capability improved the health of overall service provider markets.• Researched, designed, and led the implementation of a new fulfillment option for customer protection claims. The new solution based on customer data led the team to develop an online customer option for selecting a new device instead of receiving a cash payout. The solution improved customer satisfaction and reduced the cost of claims by utilizing API connections to third-party providers.

Kansas City, Missouri Area And Nashville, Tn

Responsible for a variety of internal and external client portfolios focused on organizational performance improvements. • Business Focus – Wireless Mobility Clients, IT, Finance, Legal• Budget – responsible for 8 million dollar portfolio of customer facing, complex projects to ensure project outcomes successfully met client expectations • Led a complicated multi-phased 1.5 million dollar project with a ROI in excess of 3 million annually • Improved NPS by more than 260% by focusing on action plans

Kansas City, Missouri Area

Promoted through a variety of versatile positions from operations to IT Product development by leveraging past experience to apply to new concepts. • Business Focus: Financial, Call Center, Operations, IT• Intuitive Design Call Center Application Development- lead business analyst team to develop a new call center software solution based on customer experience usability principles and managed over 12 client partners by providing all product communication, coordination and strategic direction• Software Quality – Create and lead the software quality team for an international product customized for a U.S. market. • Marketing Support – Provide marketing demonstrations and presentations of DST Technology products to potential clients and at industry conferences