Jaime Arroyo Email & Phone Number

Oak Brook, Illinois

Gathered, analyzed, and documented requirements from various groups to enhance McDonalds.com, various microsites, and web-based applications. Used Axure to create wireframes/mock-ups to illustrate/demonstrate user interface enhancements. Worked with customers, including U.S. HR, digital marketing, customer experience/insights, and franchising. Validated and performed UAT updates throughout software development lifecycle.• Served as liaison among internal customers and external IT developers, QA, and engineers to ensure project completion on time and within scope• Completed facility deployment of content updates for HappyMeal.com, global mobile application (iOS and Android), and restaurant Wi-Fi• Assumed role of subject matter expert, providing technical support to agency partners, using Adobe Experience Manager content management system• Developed and maintained a weekly process to consolidate numerous sources of data into a single file to help support the Restaurant Locator amenity filters such as Drive-Thru, Wi-Fi, Playland, etc…

Oak Brook, Il

Led team of seven in call center environment supporting over 14,000 U.S. restaurants. Worked closely with various business functions, such as operations and training to provide latest information and answer questions pertaining to operations, policies, and procedures. Updated website with current information. Used ePowerCenter to manage escalated issues to ensure prompt resolution. Created ad hoc reports, using ePowerCenter administrative interface. Monitored issues with equipment servicing companies to ensure prompt resolutions. Provided monthly reports and dashboards to communicate performance trends and highlight opportunities to leadership.• Developed numerous efficiencies, resulting in quicker resolutions of equipment issues in field• Implemented team SharePoint environment to replace previous application, resulting in over $20,000 in savings in one year• Utilized advanced Microsoft Excel reporting and pivot tables to provide leadership with analytics to drive business• Assumed role of subject matter expert for Arch Card, partnering with First Data and OPNAD Financial to resolve discrepancies with customer balances

Oak Brook, Il

Built and maintained relationships with multiple business groups to maximize content management platform, CQ4 and CQ5. Provided custom solutions to facilitate communication of information throughout company system, using applications that included AccessMCD website portal, search, and document management and media asset centers.• Worked closely with partners in the UK to build and maintain Mcd Connect website and Easy Insight Engine application• Gathered requirements, created statements of work, and prepared estimates for various corporate/global business groups• Collaborated closely with offshore team to resolve issues

Oak Brook, Il

Provided technical support for several web applications supported by AccessMCD team, including AccessMCD website portal, search, and document management and media asset centers. Served as AccessMCD team primary point of contact for technical issues, supporting hundreds of users of McDonald’s AccessMCD applications, including McDonald’s employees, owner/operators, and external agencies. Reduced and developed processes to measure team issue resolution. Earned several peer awards and other types of recognition from customers.

Oak Brook, Illinois

Provided technical support for several web applications supported by the AccessMCD Team including the AccessMCD Website Portal, Search, Document Management Center and Media Asset Center. Served as the AccessMCD Team primary point of contact for technical issues supporting hundreds of users of McDonald’s AccessMCD applications including McDonald’s Employees, Owner/Operators and external Agencies. Significantly reduced issue resolution and developed processes to measure team issue resolution. Earned several Peer Awards and other types of recognition from my customers.