Dylan Hill Email & Phone Number

St Louis, Missouri, United States

• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and trends
• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap
• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements
• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities
• Makes use of research, user studies, metrics and competitive analysis to understand the platform and business needs for a platform product
• Compares features for competitive review to inform prioritization within a platform product release

O'Fallon, Missouri, United States

• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and trends
• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap
• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements
• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities
• Makes use of research, user studies, metrics and competitive analysis to understand the platform and business needs for a platform product
• Compares features for competitive review to inform prioritization within a platform product release

O'Fallon, Missouri, United States

• Overview
• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and technology trends
• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap
• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements
• Collects and shares user stories with engineering teams
• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities

Greater St. Louis Area

• Performed Project and Process Management activities for the Universal Agent Desktop (UAD) program
• Worked with vendor and internal stakeholders to migrate billing processes from Siebel to UAD
• Participated in UAT testing, launch, and integration activities locally and abroad (Manila, Sao Paulo, Athens)
• Guided peers and assisted in the creation of process flows in accordance with BPMN 2.0 (Business Process Modeling and Notation) for existing and future state processes.
• Led 2 iterations of RPA research and implementation to explore opportunities in leveraging the technology on existing manual and repeatable processes including programming the robots, executing test scenarios, and.
• Analyzed historical customer support data, knowledge, and processes to identify and implement opportunities for improvement and automation across all GCCM lines of business.

O'Fallon, MO

• Find creative solutions to operational problems and work with others to prioritize and implement them according to Mastercard and customer business needs
• Capture detailed and accurate information about issues, concerns and enhancements.
• Work with global customers to complete service inquiries about MasterCard core applications and products.
• Collaborate with others in support of products, processes and problem resolution.
• Negotiate, resolve and present solutions to internal/external customers.
• Simulate or recreate user issues to resolve operating difficulties.

Greater St. Louis Area

• Responsible for process documentation and analysis in order to identify business process improvements for all functional areas supporting Cable, Internet, and Telephone. Analyze business operational impact and.
• Define, document, implement and track process flows for services including Cable, Internet, and Telephone.
• Analyze, track, align, and standardize customer and employee impacting processes and policies of newly acquired and merged markets.
• Interact with cross functional teams to ensure business processes and rules are aligned, adjusting documentation accordingly.
• Document processes using appropriate documentation tools, such as Microsoft Word, Visio, etc.
• Lead means to effectively communicate new informational releases to appropriate audiences.

Greater St. Louis Area

• Social media marketing
• Traffic growth
• Branding
• Strategic business planning
• Client support
• Employee development.

Greater St. Louis Area

• Developed initial departmental launch project exceeding all required completion dates
• Helped establish and execute Charter’s strategic workflow in various Social Media spaces such as Facebook, MySpace, Twitter, AVSForums, and DSL Reports from the department’s inception.
• Consistently exceeded yearly project goals for metrics and budget
• Engaged customers in a variety of spaces to improve the overall customer experience and improve sentiment.
• Helped to develop a comprehensive reporting and ticketing system to accurately portray the impact of the department in the Social Media Environment and monitor departmental staffing requirements
• Trained and developed new employees to be able to work cohesively and efficiently within the department.

• Exceeded project and personal metrics.
• Created daily, weekly, and monthly comprehensive reports to present information gathered and show projected staffing needs.
• Participated in multiple focus groups to better inter-departmental communications and streamline employee functions reducing handle time while improving the end to end customer experience.

Mcas, Computer Technology And Business Relations

Education record

Activities and Societies: FBLA, Jazz Band, Wrestling, Football