Haley Thomas Email & Phone Number

• Manage and refine product backlog and user stories in the early stages of a new SAAS product
• Facilitate engagement with key product stakeholders through the development and implementation of a new process to evaluate new opportunities and product solutions
• Report current status, risks, impediments, and dependencies to Managing Director and stakeholders
• Design & deliver the product Road Map to promote transparency, clear expectations, and excitement for the client user base
• Produce user-facing training materials to aid in the onboarding of the new software product
• Communicate product goals and prioritization to the development team based on the strategic vision derived from collaboration with the senior management team

• Conduct bi-weekly 1-1 meetings with 3 direct reports
• Train, mentor, and support team members
• Create best-practice documentation on common processes and ticket requests to aid in consistent responses and new employee training
• Worked with software development team to help test future releases and optimize software upgrade process for current clients
• Coordinated efforts to upgrade clients on older software releases through team check-ins, purposeful knowledge-sharing, and streamlining required steps
• Maintain positive and productive relationships with the twelve clients that I service, including client check-ins, daily service requests, and maintenance of documentation

Arlington, Texas

• Ensure data accuracy, maintain client data, develop and improve best practices to improve client experience for 12 different customers with a combined 20,000+ portfolios and 300,000+ AUM
• Lead and assist in various client implementations, which includes walking the client through our reporting and software functionalities with their data, benchmarks and other data requirements, designing report packages.
• Initiated and coordinated efforts for training and increased utilization of our India teammates in 2018 after visiting their office and seeing they had a lot of capacity. Efforts included training in person and online.
• Advise clients on best use of our suite of applications and tools
• Support and train clients through upgrades, application and reporting changes
• Contribute to group documentation efforts, such as developing a client implementation guide to train and improve workflow for analysts and auditors

Arlington, Texas

• Coordinate with client, partners, and other departments to resolve client requests
• Create and maintain client documentation such as checklists and common ticket requests
• Process improvement measures to refine data and improve client experience

Arlington, Texas

• Monthly data processing & resolution of day-to-day client requests

Remote

• Worked with client CARIV to design a user-centric experience for their long-distance rideshare app. Delivered a detailed research document, wireframes, functional prototype, and usability test results.
• Designed a recipe saving app prototype, created based on the results of user interviews, competitive analysis, sketching, wireframing, and usability testing feedback.
• Lead a junior design team in creating a solution to address traveler health concerns related to Covid-19 within an existing hotel app

Bachelor'S Degree, Integrative Studies: Communication, English, & Economics; Minor In Business

Ux Design Certificate, Web Page, Digital/Multimedia And Information Resources Design