Douglas Cutler Email & Phone Number

Richfield, Minnesota, United States

• Collaborated with business stakeholders to define and implement the vision and strategy of managed new work order systems, realizing over $10M in company savings.• Drove requirements for two new and improved work order systems, creating streamlined mechanisms to determine customer issues, systematically identify solutions and solve inefficiencies for front-line employees.• Worked directly with end users to capture and analyze challenges to their workflow and end result, resulting in a time savings of 11%.• Wrote user stories for product features working with internal and external stakeholders, ensuring that stakeholder and market needs were met.• Owned and drove backlog refinement and delivery management, prioritized user stories, created acceptance criteria, and drove testing and delivery.• Participated and presented in quarterly and yearly planning meetings and reviews.

Richfield, Minnesota

• Collaborated with additional product owner to define and implement the vision and strategy of managed Chat platforms, saving company $2M.• Worked directly with end users to capture and analyze challenges to their workflow and end result, resulting in a time savings of 11%.• Owned and drove backlog grooming and management, prioritized user stories, created acceptance criteria, and drove testing and delivery, resulting in 4% increase in customer satisfaction rating.• Participated and presented in planning meetings and reviews.• Drove requirements and user stories for product features working with internal and external stakeholders, ensuring that stakeholder and market needs were met.

Hilliard, Oh

• Acted as liaison between customer service and IT teams to ensure new system’s workability.• Provided feedback on viability, support, and salability of new products from concept to launch phases.• Led the development of ongoing enhancements, created and prioritized user stores with the agile teams.• Wrote and implemented user stories and requirements.• Developed sound business communication by building relationships with other stakeholders through information-sharing.• Created a consistent and sound production process through recommendations on the nature and scope of present and future technology products.• Oversaw and collaborated with 22 remote contact centers.• Created training and reference documents, supplying teams with proper service techniques for new product launches.

Hilliard, Ohio

• Created and implemented an inventory management system, improving supply tracking.• Planned events and re-worked communications to showcase and streamline improvements.• Partnered with 6 contact centers to ensure continuity of material.• Managed projects and served as primary liaison between client, multiple cross-functional teams, and support teams to ensure clarity of goals, data quality, and adherence to deadlines.

Hilliard, Ohio

• Successfully executed problem identification, troubleshooting and problem-solving skills and experience.• Maintained understanding and provide soft support of systems used.• Collaborated with the risk modelling team and IT development teams to ensure issues are captured, tracked, prioritized and ultimately fixed.• Communicated throughout all levels of the organization, ensuring necessary information was gathered and distributed.

Hilliard, Ohio

• Developed and presented training information, serving as subject matter expert (SMA) for the launch of 10 new devices/products.• Achieved and helped position as a Top 10 performer:o Partnered with a team of 12 to improve the team’s overall technical skills.o Coached and mentored team members, improving verbal and support delivery survey scores by 20% along with reducing unnecessary transfers by 40% saving the company $100K.• Provided clear and efficient billing and sales support for customers.• Developed fundamental relationships, resulting in satisfied, repeat customers.• Resolved common and complex issues by determining the need of the customer and immediately offering favorable solutions.• Became subject matter expert, providing team with instructive support to ensure quality assurance.

Columbus, Ohio

• Assisted in the launch of 20 global money market funds.• Enhanced project scheduling, tracking, issue management, risk management, change management, and status reporting.• Reduced project lags by supporting internal teams and client activities on strategic data analysis.• Collaborated with program managers to define, implement, and enforce project governance and project management processes for enterprise-wide projects.• Researched, analyzed, and interpreted complex data in order to prepare and present findings and recommendations to management in support of capital projects and programs.

Columbus, Ohio

• Created, developed, and implemented new training manual for new employees.o Acquired Series 6 and Series 63 Certifications to achieve this.• Managed incoming phone inquiries, acting as liaison between investors and team members.• Encouraged strong rapport of problem resolution and risk management for customers, developing key and influential relationships.• Provided full support for scheduling and case load management.