Kirsten Schwalm Email & Phone Number

Costa Mesa, Ca, Us

United States

Irvine, California, United States

Irvine, Ca

Costa Mesa, Ca

Support multiple product teams as Product Owner and Release Coordinator in the eBusiness group for public-facing web applications used by AAA members across multiple states. • Develop user stories for new Monthly Membership Payment product, transfer of existing Home and Personal Umbrella Insurance policies to new underwriting company for TX, as well as web tracking of transactions and payments for Membership and Insurance.• Work closely with developers and testers to oversee the delivery of assigned projects• Coordinate releases for multiple teams on a monthly and weekly basis. Activities include confirming resources and readiness of all components and developing implementation task list used by team of engineers, quality assurance, and Dev Ops resources

Aliso Viejo, Ca

Solely responsible for developing and executing the strategic roadmaps for each platform based on data-driven business analysis, user, and stakeholder feedback while maintaining and prioritizing backlog to align with company goals. Conduct ongoing internal and merchant user training on system updates/enhancements. Present at merchant events. Act as Product Owner for each Scrum team developing user stories, planning sprints and resources with Tech Leads, and creating test plans with QA. Provide 2nd level support for system-related issues escalated from all Development, Marketing, Sales, and Operations staff. Provide additional assistance as Interim Scrum Master and Interim Jira Admin. Recent Projects• Integrate local merchant account management system with global Salesforce enterprise solution using new APIs, for call tracking purposes. 100% completion rate prior to project deadline, streamlined KPI reporting for Sales with 80% overall improvement of reporting accuracy • Rewrite Merchant Portal, new technology framework and complete redesign of UI. 100% completion rate prior to project deadline, approximately 50% improvement in merchant satisfaction, 30% YOY reduction in merchant support contacts, lowered future IT cost for maintenance and enhancement with framework upgrade• Rewrite and implement Apparel, Shoes, and Fashion Accessory taxonomies for Catalog and eCommerce site. 100% completion rate prior to project deadline, 60% YOY increased new SKU count in noted categories • Manage technical rewrite of legacy SKU matching and creation system. 100% completion rate prior to project deadline, approximately 20% improvement SKU matching accuracy, 10% YOY reduction in merchant and 3rd party integrator support contacts

Aliso Viejo, Ca

• Manage Marketplace Technical Support Team responsible for assisting Marketplace merchants, 3rd party integrators, and internal sales staff• Manage all strategic, enterprise-level merchant onboarding and integration. Mainly focused on top revenue generating, IR500 companies like Sony, Cooking.com, Reeds Jewelers, Sam Ash, Build.com, Zoro Tools• Responsible for managing and maintaining technical element of all Preferred Partner relationships, working to support and optimize all 3rd party integrator integrations and operations• New hire training and continued education on Marketplace platform for all Sales and Operations staff• Create and maintain all internal and merchant-facing support documentation for Marketplace tools• Act as Product Owner for Marketplace Systems, Catalog and Content in Scrum teams

Aliso Viejo, Ca

Lake Forest, Ca

• Promote and maintain outstanding customer relations with the company’s most strategic client through both inbound and outbound customer service contact • Successfully deliver, follow through and responding to all pending issues and support needs of the client and candidates• Follow up on open/closed/overdue background report components• Extensively cross-trained to fully understand the broad scope of bi-directional department procedures which may have an impact on the client• Conduct additional quality assurance review of candidates’ background reports to ensure the client’s expectations were met completely

Lake Forest, Ca

• Facilitate resolution of all customer service inquiries ranging from order status requests, shipping issues and assist with shipping claims• Process all shopping cart orders from website• Manage all product content including pricing of eBay listings• Assist accounting in maintaining onsite product inventory• Coordinate logistics for accessory products shipping from the office• Salesforce Administrator for Sales team• Responsible for creating and maintaining documentation of entire order fulfillment process

Santa Ana, Ca

• Develop and implement process for interpreting and researching problems to initiate and/or provide resolution• Diagnose and escalate production issues to appropriate Development lead and monitor to resolution• Root Cause Analysis on production issues in order to prevent repetition and improve recovery time of future issues• Manage communication to senior staff and client-facing departments the definition, status, and resolution of production issues• Contribute to and manage/administrate company’s defined project process to ensure all Product Managers and Project Leaders deliver successful products and projects • Maintain working knowledge of public records systems and databases in relation to product delivery• Project Manager to implement and then ongoing software administrator of project and time tracking tool for Public Records Group (PRG)• Administrator of change management process for PRG• Develop new hire training schedule, facilitate new hire training and coordinate training with other necessary departments