Janel G. Email & Phone Number

Sandy, Ut, Us

Salt Lake City, Utah, United States

• Transformed criteria (rules) configurations to support rapid growth (100k+ current configurations; 200%+ increase over 3 years), ensure accuracy and consistency (75% using global builds), and save time/resources for configuration teams (1,500+ hrs. saved via automated configurations).• Led an extensive cross-functional team migration project involving 40k configurations across 3k customers. Designed, coordinated, executed, validated, and communicated with no regression.• Managed product roadmap and shared scrum responsibilities for Dev team (5-8 engineers), responsible for coordinating Dev priorities, resources, ceremonies, and reporting via JIRA, Confluence, and AHA.

Sandy, Utah, United States

• Created ‘Product Foundations’ training series providing 30+ hours of recorded sessions to improve knowledge of internal employees and accelerate new employee onboarding across all teams. • Designed and implemented internal weekly ‘Release & Rollout’ meetings to communicate with 150+ internal employees of coordinated deployments and releases across all Dev teams.• Championed ‘Product Pulse’ reports to surface configuration and user engagement empowering data-driven decisions for product roadmap, tracking of rollout projects, and enabling data quality audits.

Sandy, Utah, United States

• Developed dedicated team (5 ppl.) to triage customer requests. Designed support ‘case’ fields within new CRM Salesforce and implemented team queues resulting in 30% reduction of resolution times.• Created support policies and procedures as well as team norms to enable action, communication, and escalation (if applicable) of customer issues, enhancement requests, or feedback.

Anchorage, Alaska, United States

• Innovated wireless point of sale for unique ‘wilderness’ (offline) operation which resulted in reduction of dining times (20%), increased onboard sales ($2/guest), and prevention of declined payments (80%).• Directed operational improvements during dramatic growth, 20% passenger increases year over year. • Managed team of 50+ employees (peak season). Responsible for hiring, training, scheduling, logistics, as well as payroll and human resource tasks for entire rail division.

American Fork, Utah, United States

• Coordinated operations for multi-site inpatient addiction recovery (3 locations, 40 clients). Responsible for therapy schedules, supply inventory, licensing and accreditation documentation, and client charts.• Directed team of 15 Behavioral Health Technicians, overseeing hiring, training, scheduling and support.