Ellen Richards Email & Phone Number

Coral Gables, Florida, Us

Implement real-time electronic payments solutions. Solutions apply to various channels: Internet, Extranet, API, and IVR. Transform client specific requirements into configuration tool to apply business rules, specific user experience, and streamline processes between customer platform and electronic payment solution to ensure precise customer experience.• Manage Project Management Life Cycle deliverables. • Facilitate project status to ensure cohesiveness within project team.• Configure IVR application based on clients’ specific needs for user experience • Configure client management tool for test and production releases. • Manage multiple teams based on project scope both internal and external• Lead technical discussions to translate requirements from business to technical requirements.• Tackle project challenges as they develop to head off any impediments that impact the project timeline.• Manage various project delivery schedules based on various platform implementations for validation prior to final implementation.

Clearwater, Fl, Us

Assessed market needs related to consumer data and identify significant long-term opportunities based on research, analysis, and a strategic view of the direction of the market and business goals. Proposed solution, coordinated cross-functional technical efforts internally and externally. Determined market potential and revenue opportunities that exist. Managed all projects through implementation while meeting all milestones on-time. Analyzed operations practices to determine potential improvements to consumer experience and consumer support best practices. Documented process flows, training materials and lead team meetings to address challenge consumer questions and proposed solutions. Understood relevant regulatory and self-regulatory statutes and norms for the industry and applied them to products within the marketing ecosystem.• Demonstrated cost savings of $125,000 in labor costs.• Designed Jira team boards, cross-functionally trained on agile epics, user stories writing, planning, backlog grooming, acceptance criteria to enable clear vision on methodology.• Created source pages using Confluence applications in order to share product knowledge, technical documentation, process flows, and user stories supporting documentation in Agile implementation. • Converted manual letters process to automation which reduced significant processing time and labor cost. Educated developers on automation process, workflow design and data configuration mapping required to integrate and validate external processed collateral. • Balanced agile development internally and managed external vendors not in the agile project process.• Rewrote the requirements document process to accommodate all functional department needs, which reduced the process by 30-60 days.

Burlington, Massachusetts, Us

Assessed new VantageScore model. Determine project scope and business solutions impact. Accessed new industry guidelines, user-facing language, score model input and output data, system application and API integration. Collaborated with UX design and data configuration teams on product knowledge and design for product solutions. Provided internal training to ensure transparent vision on product knowledge and consumer experience for Consumer Support Services, Sales, Client Services divisions and Leadership. Implemented various product features on Identity Guard with Watson platform, utilizing IBM Watson AI. Defined the use cases for artificial intelligence training and user testing. Utilized Scrum/Agile methodologies engaging story mapping, user stories, planning and testing to secure on-time project delivery. Supported cohesive relationships between credit bureaus implementing services based on industry standards and guidelines.• Implemented first innovation for adult social media reputation/persona report using IBM Watson Artificial Intelligence (AI) utilizing Facebook activity data.• Developed the first children’s social media industry solution to monitor for cyberbullying and online persona. • Managed authentication tools for product services for US and CA, engaging InfoSec and engineers on configuration plans.

Burlington, Massachusetts, Us

Designed technical workflow and consumer experience for exclusive online dispute process. Provided seamless access and workflow design focusing on a simplified user-friendly experience. Performed assessments for proposed reorganization of operations product division. Outlined comprehensive action plan to maximize optimal coverage for internal customers and clients. Conducted various forms of impact analysis on product solutions, online user experience and specific forms of data to determine new products or enhancements to existing processes and procedures. Performed User Acceptance Testing, User Interface Testing and Data Validation on new and existing applications.• Workflow design provided a significant reduction to consumer’s resolution response time. • Optimal coverage plan resulted in reduced response time and increased time for client engagement.• Developed an online consumer credit data dispute process that integrated with the credit bureau and consumer with successful results.

Burlington, Massachusetts, Us

Coordinated efforts and implemented solutions to improve communication and product implementation. Researched using SQL and proposed improvements based on product performance. Engaged with business stakeholders to ensure all business requirements clearly articulate for product development to ensure a seamless go-to-market launch. Cross-functional team collaboration: developers, architects, designers and QA testers for requirements interpretation and feasibility for major milestones and manageable timeline. Managed various vendor relationships with credit reporting bureaus, credit scoring companies, data suppliers and internal customers. Collaborated on various forms of data to determine business needs to increased enrollments and manage retention. Resulting in facilitating transparency across functional teams. Conducted analysis on operational and technical issues for fast-track resolutions.• Became SME (subject-matter expert) with various industry credit scoring models: FICO, CreditXpert Score and Analyzer, VantageScore and Canadian CRP Score. • Developed successful reputation as internal source of product knowledge and business best practices.

Burlington, Massachusetts, Us

 Implemented first credit scoring model for Identity Guard product and seven white-label financial institutions products. Worked with design on website and user-friendly experience. Implemented online product knowledge matrix to leverage product resources to a single tool. Developed intranet portal access to matrix from CRM to ensure constant access for call center agents.  Established credit bureaus relationship to improve efforts with product implementation, system processing and integration knowledge.  Conducted data analysis for credit product solutions

• Project managed Network Collocation Facilities application process and deployment for 935 central collocations in Bell Atlantic footprint. • Served as company point of contact with special focus on forecasting, strategic planning, problem solving, decision making, and customer service.

Worked in multiple departments in four year period: ECommerce/Interactive Marketing and IT Data Warehouse