Kevin Quigley Email and Phone Number
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Kevin Quigley personal email
Kevin Quigley phone numbers
I am a data-driven leader focused on productivity solutions at Wiley. Leveraging our experience with AI and automation technologies, my team partners with stakeholders across the company to create solutions that make an impact.My background includes computer engineering, product management, and public speaking.My credentials include Salesforce, Five9, Product Ownership, Change Management, and Six Sigma.
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Director, Process Improvement & CiWiley Oct 2024 - PresentHoboken, Nj, UsIn my current role, I partner with leaders across Wiley to enable productivity through AI and automation. This involves researching emerging methods, prototyping applications, delivering executive briefings, prioritizing a roadmap of ROI-driven initiatives, and aligning resources to develop scalable solutions. My team also provides support with process mapping, improvement design, and technology delivery. -
Senior Manager, Process Transformation & Continuous ImprovementWiley Jul 2024 - Oct 2024Hoboken, Nj, UsDuring this transition period, I established the AI arm of Wiley's strategic new Process Transformation & Continuous Improvement organization while wrapping up ongoing efforts. Under my continued leadership, Wiley was among the first to deploy a Generative AI Service Agent on the Agentforce platform, leading to an over 40% improvement in case resolution compared to our old chatbot. To share the story behind this success, I represented Wiley as a featured customer at Dreamforce 2024 where I spoke at a keynote, sat on panels, and hosted roundtables. My new team also delivered RPA solutions and provided coaching on various AI initiatives.
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Senior Manager, Cs Technology & SolutionsWiley Nov 2021 - Jun 2024Hoboken, Nj, UsAs a member of the Leadership Team, I oversaw innovation strategy for Wiley's Global Customer Service organization (Customer Care, Technical Support, Sales Support). My distributed team owned product roadmaps and application support for CRM, Help, RPA, Survey, and QA technologies. In partnership with leaders across Research, Learning, and Operations, we designed solutions to improve customer experiences and optimize process efficiency. Generative AI projects included Reply Suggestions, Case Summarization, and Language Translation. Other project highlights included Order Entry Automation for multiple business streams, migration to a custom-built Quality Assurance Platform, and deployment of SMS support and blended-channel enhancements to our Omni-Channel system.
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Cs Technology & Solutions ManagerWiley Oct 2020 - Oct 2021Hoboken, Nj, UsAs the Product Manager for CRM, Help, and Contact Channel technologies, I crafted our vision and roadmap as well as supported BAU operations. I focused on using AI, automation, embedded support, and connected data to optimize both the customer and agent experience.Customer-facing Highlights: Chatbot, Embedded & Personalized Self-ServiceAgent-facing Highlights: Deterministic AI Case Classification & Article Recommendations, Application Data Integration for Embedded Channel Contacts, Incident Management Integration, Remote Support Solution
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Customer Solutions LeadWiley Jul 2019 - Sep 2020Hoboken, Nj, UsAs a Certified Scrum Product Owner for the CRM agile team, I collaborated with both business and technology stakeholders and was responsible for executing key initiatives from problem definition to continuous improvement. Some of our key deliveries included- Help sites for 16 major brands: self-service knowledge base, multi-channel contact flows- AI Chat Tools: real-time suggested responses, KPI predictions, auto-coaching, pattern detection, insights- Chatbot and Embedded Chat- Omni-Channel Integrations: Email, Web, Chat, Phone- Survey Platform Migration- CRM Integration of Acquisitions
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Cs Technology AnalystWiley Oct 2016 - Jun 2019Hoboken, Nj, UsAs a CS Technology Analyst, I enjoyed a variety of responsibilities which contributed to the progression of our technology strategy within Customer Service. During my time in this role, I-Led a CRM optimization initiative to significantly reduce technical debt and enable platform flexibility-Delivered Omni-Channel chat and softphone integrations-Analyzed data to propose technology solutions and process optimizations-Scoped and conducted User Acceptance Testing (UAT) for technology projects-Served as a business admin for Salesforce Service Cloud, Five9, Help sites, and internal systems-Supported product launches, including SAP ERP, as a centralized escalation point for Service teams
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FounderShower Thoughts Development Nov 2013 - PresentAs Founder and CEO, my role was to recruit team members, oversee projects, manage licensing, produce media, and work on games. This startup is in maintenance mode.
Kevin Quigley Skills
Kevin Quigley Education Details
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Stevens Institute Of TechnologyComputer Engineering -
Marine Academy Of Technology And Environmental ScienceEnvironmental Science
Frequently Asked Questions about Kevin Quigley
What company does Kevin Quigley work for?
Kevin Quigley works for Wiley
What is Kevin Quigley's role at the current company?
Kevin Quigley's current role is Director, Process Improvement | Applied AI.
What is Kevin Quigley's email address?
Kevin Quigley's email address is kq****@****ley.com
What is Kevin Quigley's direct phone number?
Kevin Quigley's direct phone number is +160965*****
What schools did Kevin Quigley attend?
Kevin Quigley attended Stevens Institute Of Technology, Marine Academy Of Technology And Environmental Science.
What skills is Kevin Quigley known for?
Kevin Quigley has skills like Salesforce.com, Teamwork, User Acceptance Testing, Microsoft Office, Team Management, Game Development, Management, Game Design, Mobile Games, Game Programming, Level Design, Game Maker.
Who are Kevin Quigley's colleagues?
Kevin Quigley's colleagues are Jim Huenniger, Priyanka Harshvardhan, Emily Houger, Jeanne Zaptin, Alexey Korenukhin, Andrew Moore, Neil Prenty.
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