Joy Kerlin Email & Phone Number

Trenton, Nj, Us

Hamilton Township, New Jersey, United States

I have designed brand development and migration plans for each brand to achieve desired goals. I also organize standup meetings in close collaboration with development and product teams as well as strengthen relationship with external development vendors. I have developed and managed migration schedules for 30+ GCP digital content sites.In this role my key achievements are:☛ Earned highly Commended award for 2018 “Better Together”.☛ Highlighted risk by preparing and presenting weekly calls/reports of GCP project status to ensure seamless operations.☛ Cooperate with digital engagement managers to meet launch timelines and support market expectations.

Mount Laurel, Nj

In this role I administered day-to-day activities of client services department, while mentoring and measuring performance of HQ and remote production team. One of my key responsibilities was to oversee the product development life cycle from inception to completion while ensuring compliance with quality standards. I conducted quality assurance(QA) tests and participated in sprint planning meetings.In this role my key achievements were:☛ Collaborated with Qualtrics to implement surveys for accurate CSAT scores.☛ Coordinated with development and analytic teams for resolution and product enhancements while resolving daily production issues through JIRA. ☛ Established and directed operational support team to ensure availability of development resources on production issues without taking away from agile sprint work.☛ Converted client requests into technical requirements and added JIRA cases to backlog for prioritization.☛ Built true software support team of production support specialists (PSS) by reshaping existing team structure of client service representatives (CSR).☛ Played a key role in hiring and training new employees to ensure efficiency and maximum productivity as well as strengthened relationships with C-level executives of strategic accounts.

Member of the leadership team that built and grew CityEats. Product manager in an agile environment of a 7-product suite across platforms, and manager of the implementation and operations team working around the country and around the clock. Responsibilities included:Prepare detailed wireframes for all enhancements Prepare acceptance criteria for new product enhancements Manage internal QA team, document all bugs in Jira, and give final approval for Apple submission Track all enhancement requests and decide priorities with the technical team for each sprint Write release notes for Apple submittal Live demo and Q&A for customers with each release Monthly webinars to answer product questions and gather enhancement requests Manage road map Keep all departments updated with enhancements in current sprint Assign and participate in 24-hour on- call support rotation, manage multiple schedules to ensure restaurants are support 24 hours a day and assign daily concierge rotation Write and update all technical user guides to CityEats Serve as subject matter expert for Table Saver Lead internal and external product demos for on-going education Manage team of 8 implementation specialists across the country, while implementing and training high profile clients through the implementation process and ensuring all stages of implementation are supported Work cross-functionally between all teams with in the CityEats organization including technology, editorial, and sales Gather requirements for new product enhancements and or bugs from users and work with the technology team to execute Manage the ongoing relationship with over 1000 restaurants in 7 live metros and 10 no site metros Manage the entire post sales relationship from implementation and training to the continuing relationship for all restaurants Provide retraining schedules and technical advice to restaurants on an as needed basisSalesforce.com administrator- created custom implementation tracking

Hopewell, Nj

Created all onboarding materials for new hires on the project Created all onboarding materials for new clients and guidelines of the training process Responsible for working with Project and Customer teams to facilitate the conversion to Salesforce.com while guiding and managing team member’s expectations through the process. Set expectations about the conversion process, worked with clients to identify their information requirements, and guided through the conversion process using the Conversion Toolset software. Worked within the established deployment schedule, managed assigned team conversion, responding to all questions, training requests, and service requests in a timely manner. Worked closely with the traveling training team to ensure full client adoption of the software. Created and documented internal best practices Gathered enhancement requests from trainers, clients, and implementation specialists to translate into technical requirements to add to the road map

Managed Micros Point of Sale systems at multiple restaurant/hotel sites concurrently and travel frequently to provide servicing to key accounts. Wrote and tested site-specific database software to fully align with customer specifications. Implemented rigorous training for management teams and hourly personnel to facilitate successful daily operations of Micros software and equipment. Specified equipment needs, prepared equipment for installation, and engineered smooth transitions to new systems. Wrote customized user manuals—unique to each client--and created “cheat sheets,” for posting at stations, for at-a-glance reference during regular restaurant operations. Tracked, logged, and submitted training and travel logs to accurately report all billable hours. Updated original contracts with additional hours for extra time and services not contained in original agreement. Successfully managed multiple special projects, including complex system installations at non-typical events such as the Annual Big Apple BBQ Block Party—a weeklong event in New York City requiring outdoor technology set-up and operation Interfaced effectively with multiple vendors, and across management levels and disciplines, to proficiently assess, analyze, and specify new project requirements to be able to communicate and facilitate project development and execution Employed strong planning and coordinative skills to arrange for equipment installations by technical personnelProvided 24-hour “on-call” availability, one week each month, for emergency support to any of 5,000 customers

Master’S Degree In Labor Studies And Employee Relations, Magna Cum Laude

Bachelor Of Science In Labor And Employee Relations, Magna Cum Laude

Business & Sociology, Transferred To Rutgers University

Activities and Societies: Sigma Kappa National Sorority, Varsity Softball Team