Managed and directed a multi-departmental, cross-functional team to launch chat and messaging to North America customers handling 300,000 interactions annually.Improved agent efficiency by 50 percent by implementing productivity enhancement features to the agent interfacePartnered with engineering teams to develop, implement and maintain the chat and messaging platform in Salesforce.Conducted focus groups and shadowed associates to understand their day-to-day experiences and design enhancements that improved the agent experience and increased productivity by 12%.Spearheaded the definition of channel strategy through market and data-driven research, resulting in an expansion of digital channel usage, implementation of WhatsApp as a customer service channel, and growth of omnichannel experiences.Established a product culture and implemented the Product development life cycle. Formalized processes and templates that improved product quality and reduced defects and production delays by two weeks.

Defined requirements through PRD documentation, diagrams, flow charts, user stories, and functional requirements of the first interactive voice response text messaging feature, increasing first contact resolution, producing an initial acceptance rate of 15% and increasing overall containment by 7%, building the foundation for $15 million in annual savings.Skillfully managed vendor relationships while effectively conveying clear business requirements, leading to the delivery of products under budget by $1 million.Methodically documented and diagrammed the customer journey, aligning new functionality with each step to enhance the overall customer experience.Established a product culture and implemented the Product development life cycle. Formalized processes and templates that improved product quality and reduced defects and production delays by two weeks.Conceptualized and constructed Marriott's inaugural chatbot, capable of containing and deflecting 57% of all interactions, resulting in annual savings of $50,000.Engineered a script for analyzing chat transcripts and grouping similar chats together, identifying opportunities for increased containment.Spearheaded the implementation of multiple internal web forms, facilitating internal data collection and bolstering productivity for customer-facing associates.Successfully managed a project to rectify a billing accuracy issue, leading to the recovery of $25 million.

Defined the one-year roadmap that expanded the platform, gained funding, and increased user sign-ups by 15 percent.Built and maintained RESTful APIs that supported a SaaS addiction recovery platform with a monthly revenue of $50,000, 20,000 active users and various user roles. Worked as a web developer developing in Ruby on Rails to create a platform that assists over 20,000 people overcome the addiction to Pornography Integrated with Petergate to create multiple roles throughout the platform Created and maintained RESTful API's that integrate with both Android and iOSIntegrated multiple Intercom instances to create both a support platform as well as a coaching platformSynchronized data from our database to Intercom so that marketing emails could target specific segments of peopleDeveloped the signup process for the Android app for both adults and teensImplemented SCRUM and Agile methodologies across the organization

Worked with Fight the New Drug to build their Fortify App in Ruby on RailsIntegrated with Apple Push Notifications and Google Cloud Messaging enabling Fortify’s mobile app software to send more than 10,000 push notifications per day.Built a data migrator from scratch that parsed data successfully migrating more than 6,000 users to a new Saas solution.Participated in a company wide "App Day" where, as part of a team, we created an entire new app in 24 hours

Developed a service that received data and rendered a PDF form that was utilized for internal processing Developed a web service that connected to an external Jira instance, created, updated, and retrieved the status of a Jira issueDeveloped software upgrades using AngularJS and Java Spring that are used to support internal clientsDesigned and developed a queue manager UI that allows customer service representatives to manage work items more efficientlyWorked on a team to facilitate the first internal and external hackathon by setting up and testing environments, API’s and users

I updated and changed websites managed by the Continuing Education department of Brigham Young University.I assisted in the conversion from a custom web template to a Drupal template and ensured that the web pages were set up correctly. Worked with clients to customize the design and layout of their existing websites.

Worked with multiple teams to design improvements that enhanced the functionality and use of different products.Created working mockups of product changes to clearly demonstrate changes in product functionality.From the design I created requirements that the team could follow in order to complete the upgrades.