I am the primary reviewer for The Book Boyfriend Addict. We feature book reviews, book sales, promotional posts (cover/excerpt reveals, new releases, etc.). Our goal is to connect with other readers and help them find their next favorite book and also to support authors by spreading the word on the books we love!

As a Digital Mktg Consultant, I was responsible for articulating and implementing a common digital experience for all MassMutual customers as a member of the Customer Self Service Team.Accomplishments include:•Created and managed a new process to maintain customer content across Customer Self-Service Web Portal resulting in a more efficient process saving time, reducing cost and eliminating dependency on IT resources.•Streamlined process for securing Legal & Compliance signoff… Show more As a Digital Mktg Consultant, I was responsible for articulating and implementing a common digital experience for all MassMutual customers as a member of the Customer Self Service Team.Accomplishments include:•Created and managed a new process to maintain customer content across Customer Self-Service Web Portal resulting in a more efficient process saving time, reducing cost and eliminating dependency on IT resources.•Streamlined process for securing Legal & Compliance signoff for customer content, ensuring timely signoff prior to project launch.•Saved one-time expense of $90,000 by suggesting and utilizing on-screen messaging capabilities to alert customers instead of sending a mass mailing to address a Legal/Compliance concern.•Designed and owned ‘Voice of the Customer’ strategy to aid improvements and enhancements prioritization to increase Overall Customer Satisfaction results.•Reduced IT resource expense by approximately $14,000/yr. by restructuring Production Support model for handling customer reported technical issues within customer web portal.•Collaborated in creation of Customer Self Service strategic roadmap and business cases to identify and prioritize development of future digital capabilities.•Facilitated sessions with Customer Experience team to build out Customer Journey Maps and customer personas to better inform future capability development.•Contributed to successful launch of Customer Self Service Portal in 2015, providing a consolidated site for customers to access their policies/contracts online.•Negotiated servicing model with Document Management Services for handling online Address Change requests.•Organized and presented demonstrations of key functionality to stakeholders and key business partners.•Provided input into business requirements/user stories, prioritization of work/defects, usability testing, user acceptance testing and risk management, leading to successful redesign and implementation of functionality to customers. Show less

I served as the primary point of contact for business sponsors and business subject matter experts on strategic projects with budgets ranging from $500,000 to $8M, working directly with IT Project Managers to manage and monitor tasks and controls during project planning and delivery activities to make sure on-time and quality goals are met within scope and budget. Past projects include admin system conversions and upgrades, self-service/inquiry application enhancements, regulatory projects… Show more I served as the primary point of contact for business sponsors and business subject matter experts on strategic projects with budgets ranging from $500,000 to $8M, working directly with IT Project Managers to manage and monitor tasks and controls during project planning and delivery activities to make sure on-time and quality goals are met within scope and budget. Past projects include admin system conversions and upgrades, self-service/inquiry application enhancements, regulatory projects, data clean up and new product launches. Accomplishments include:•Led Agile/Scrum team as Product Owner, writing user stories, providing story priorities to team, facilitating Sprint planning and retrospective sessions and communicating Sprint results to stakeholders.•Collaborated with IT Business Analysts to drive tasks for assigned projects such as process maps, business requirements and test plans.•Represented business stakeholders in all defect and issue resolution meetings, working collaboratively with business partners to rank all defects/issues to help mitigate business risk.•Secured appropriate business resources and managed resource demand of upwards of 20 associates for all project related activities.•Coordinated resources across multiple business areas to ensure accuracy and timely signoff in order to increase quality and on time delivery of functionality.•Built relationships with business, Legal/Compliance and IT project resources, bridging the gap between the departments.•Mentored and trained new team members to get them up to speed on project/process.•Worked closely with Readiness Team to refine processes and procedures to drive the transition and change management process during the implementation of new processes, systems, and functionality. •Provided input into strategic portfolio planning, performing necessary research to help develop Cost Benefit Analyses for future functionality. Show less

As a Customer Service Rep, I handled incoming calls to the Life Service Center, assisting customers and agents with questions on policies and providing service as needed.Accomplishments include: •Provided support for incoming 1-800 line calls from clients and agents in the field.•Hand selected to obtain Series 6 license to take Variable Life calls.•Worked on the Conservation line, educating policyholders on available options in order to retain their business.•Provided… Show more As a Customer Service Rep, I handled incoming calls to the Life Service Center, assisting customers and agents with questions on policies and providing service as needed.Accomplishments include: •Provided support for incoming 1-800 line calls from clients and agents in the field.•Hand selected to obtain Series 6 license to take Variable Life calls.•Worked on the Conservation line, educating policyholders on available options in order to retain their business.•Provided exceptional customer service, consistently scoring above average on quality assurance reviews.•Provided coaching, mentoring, training and support for new hires.•Maintained vast technical aptitude and understanding of call center technology by using excellent analytical and problem solving skills. Show less

Maintained Health & Beauty Aids Department, ensured appropriate level of stock and inventory/pricing integrity. Maintained necessary paperwork, created department schedules, performed associate reviews and provided developmental coaching.

Maintained various departments, properly stocked/cleaned department and provided customers with outstanding service through efficient and accurate assistance.