Emma Willard Email & Phone Number

Product owner for store team member support technology. Collaborate with multiple stakeholders across pyramids to create requirements, develop business cases, and prioritize user stories.• Own and maintain backlog for multiple user groups and stakeholder teams - Store TMs, SRC Agents, HQ Partner Teams.• Led implementation of Salesforce Service Cloud as the new mySupport tool from process mapping and requirements gathering, to technical design, through testing and full rollout.• Led simplification of a complex case creation process from business process requirements through technical design and implementation. Reduced 2,427 possible form combinations to 128. Reduced queues by 52%, fields by 61%, and technical debt by 95%.

• Led project creating a new communication request intake tool for HQ partners and store communications team. Worked with stakeholders to gather requirements, design the tool, created and lead training, user acceptance testing, and implementation.• Led communication strategy, design, content creation, and implementation for new store opening processes.• Designed and wrote communication to store team members and field leaders. Translated HQ partner communication content into easily understood copy for store teams.

Project manager for store team member and field leader technology projects.

Bloomington, Mn

• Trained and mentored new team members.• Created and updated training materials and processes.• Partnered with system developers to educate them on all aspects of current systems to ensure new system development meets business needs.• Facilitated and managed timely completion of appraisal orders for Wells Fargo Home Mortgage.

Akashi, Japan

• Instructed students of all age ranges and levels in English Language.• Managed student performance with encouragement and constructive feedback.• Evaluated student progress and graded each accordingly.• Managed and organized teaching materials for children’s classes.• Communicated changes in class curriculum to fellow teachers and school staff.• Attended various workshops and training programs to improve teaching ability.