SummaryI build technology products and solutions that enable higher effectiveness of business teams through my expertise in product strategy, product management, business transformation, operations, team leadership, and program management.By following a user-centric philosophy that focuses on understanding user personas, jobs-to-be-done, and workflows, I identify the “hot-spots” or pain points in the way my customer’s or end-user’s work is done and then drive new solutions that reduce friction and create a more seamless experience.Key Outcomes- Reduction in the busy work that people invest their time into, allowing them to focus more on higher-impact activities and reducing the cost of each process.- Increase in quality by removing manual steps in the workflow where information is cut and pasted, thus preventing possible mistypes and lost information.- Increased engagement of a team that is focused on important tasks rather than manual items.Portfolio- AWS-Based Chat Solution: Rapidly adopted by customers and expanded the capacity of the service staff.- Large-Scale Voice Communications Platform: Used by enterprises and government organizations to provide global collaboration and customer connections.- Product Priority and Planning Solution: Increased and accelerated the customer engagement with the product team along with adding added peer reviews, requirements gathering, and structured analysis to simplify operations and improve transparency for corporate buy-in.- Mid-Tier Contact Center: Provided advanced routing options to align callers with the right resource and included text chat and entry-level outbound capabilities.- Back-Office Workflow System: Built on a low-code platform, deployed rapidly to replace an aging and unsupported solution. It ultimately expanded to automate key tasks and enhance business analytics, increasing the team's capacity.- Infrastructure Orchestration System: Eliminated manual effort from the deployment of large-scale communications systems, radically reducing deployment time for managed service customers.- Unified Communication Desktop: Integrated voice, chat, document sharing, and video with a patented QuickDialer that provided users with quick and easy internal and external connectivity.Core ValuesUser-Centric : Stakeholder Engagement and Collaboration : Continuous ImprovementTo learn more, message me here or email me at jeffridl@gmail.com.