I'm a strategic product manager with a diverse skillset. I like to mix logic, technical expertise, business acumen, and intuition to tackle unstructured problems and create strategic solutions with a focus on customer experience. I can navigate complex datasets to derive relevant insights and I enjoy leading large projects and collaborating with cross-functional teams to generate innovative ideas and deliver results. I'm mostly known for my ability to build trust and encourage ideas and collaboration among teams. MY CORE SKILLS: Creative problem-solving Product and project management Continuous process improvement Strategic planning Innovation champion Customer experience design Cross-functional collaboration Strong verbal and written communicationACCOMPLISHMENTS: PRODUCT MANAGEMENT: Exceeded performance in a line of business by 40% by offering better pricing on devices, rebranding, and running a Holiday Special. Refreshed pricing for business line that corrected course trajectory and is expected to result in a 1.5X increase in Gross Adds. Identified key areas of improvement by analyzing competitive environment and financial performance. Successfully launched a product feature that is positively influencing customer perception and satisfaction. Led process from ideation and insights through strategy and implementation. Mitigated setbacks from Finance, Treasury, IT, Legal, and Operations to successfully launch this new product.CUSTOMER EXPERIENCE: Improved customer experience by launching welcome campaigns with the goal of targeting customers during upgrade periods, reducing churn by over 10 basis points. Engaged in customer experience deep dive analysis for “Jobs to Be Done” for all lines of business, with a focus on translating customer feedback to a specific need and struggling moment. Identified customer pain points along the customer journey using customer experience principles.PROJECT AND VENDOR MANAGEMENT Managed agency change projects, serving as key contract reviewer for scope and accuracy in alignment with Media team, Supply Chain, IT, and Legal. In four months, ran 10+ contracts including: Microsoft, Facebook, LinkedIn, Google, and two media agencies.
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Business ArchitectUl SolutionsChicago, Il, Us -
Business ArchitectUl Solutions Sep 2023 - PresentNorthbrook, Illinois, UsResponsible for overall solution design and delivery of segment wide, multi-channel business processes that directly align with the needs of UL's strategy.• Translate business requirements, current processes, and future vision into specific end to end rationalized flow. • Work with UL thought leaders to understand the underlying business architecture and provide oversight over identification of functional requirements, creation of an appropriate process design, construction activities, testing and deployment task planning. -
Marketing DirectorIcf Chicago Feb 2023 - PresentChicago, Il, UsServing as a board member for the International Coaching Federation - Chicago Chapter (NFP). -
Manager, Marketing Strategic SolutionsUscellular 2021 - 2023Chicago, Illinois, UsProduct owner of a line of business with 40K customers. Responsible for identifying customer pain points, ideating and testing solutions, and implementing solutions to improve customer satisfaction and increase margin.• Project lead for two strategic initiatives as part of our Value Proposition. Projects require cross-functional collaboration to identify customer pain points along the customer journey, study business cases, identify solutions, run trial/testing, and implement final solutions.• Product owner for Walmart Postpaid line of business; own pricing strategy for plans and devices, mitigate churn, collaborate on promotions, and partner with Retail Brand Department on displays and with Marketing Readiness for frontline training. -
Senior Marketing Analytics ManagerUscellular 2019 - 2021Chicago, Illinois, UsDesigned managed, and continually enhanced the prioritization process between Marketing and Analytics teams. • Rebuilt trust to improve cross-functional relationships and collaboration. The resulting new prioritization process was applied to 100+ reporting and analytics requests, enabling the fulfillment of Marketing team’s highest priority needs. • Led effort to positively impact the customer experience and increase our national carrier awareness by removing roaming indicator.• Led multiple process improvement initiatives including modifying coverage maps, prioritization analysis of marketing projects, and updating the Product Catalogue.• Supported the Continuous Improvement (CI) department by helping the team spread adoption of CI initiatives across the organization.
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Manager, Enterprise Reporting Process ManagementUscellular 2015 - 2019Chicago, Illinois, Us• Transformed the request process for the Analytics team from a manual walk-up process, delivering first-in-first out, to an automated ticketing system with scoring, prioritization, and resource allocation capabilities using JIRA.• Selected to facilitate Finance’s highly selective Aspiring Leader Program. Facilitated series of six leadership skill development sessions. Trained associates on “Disciplines of Strategy & Execution” and “Culture of Accountability.”• In collaboration with CFO, VP Strategy and Planning, and Director of Financial Planning and Analysis, examined all current reporting (350+ reports) to determine 10 key reports to be used across the C-suite to drive major decision-making for the company.• Led the Financial Planning and Analysis team in implementing a new budgeting and forecasting strategy. • Managed direct report (senior analyst).
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It Business Planning/Relationship ManagerUscellular 2011 - 2015Chicago, Illinois, Us• Key facilitator between assigned business units (Finance, Analytics, and Engineering) and IT. Responsible for understanding desired IT implementation and for coordinating with enterprise architects, third-party vendors (3PV), and other internal IT resources to ensure that vision and goals were met.• Used strategic knowledge of IT internal processes, along with strong business acumen, during the initiation phase of project implementation to remove roadblocks to over 50 projects. Success often required the use of negotiation and conflict resolution skills.• Routinely communicated and presented program insights, project status reporting and cross-functional program overviews to vice presidents, executives, and senior leaders in the enterprise.
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Manager Financial Systems And DevelopmentUscellular 2009 - 2011Chicago, Illinois, Us• Led a team of 5 developers who were responsible for application development for various departments in Finance and across the organization in support of quality and process improvement initiatives to increase overall operating performance and client satisfaction. Oversaw execution of technical, information and application architecture and development of technical designs. Responsible for end-to-end technology development and integration for Finance related applications. • Earned the U.S. Cellular Corporation leadership award. The award is presented to leaders who achieve an average of 3.9 out of 4.0 scale on the culture survey.
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System AnalystUscellular 1999 - 2009Chicago, Illinois, UsOwned the development life cycle of technical products and system automation.
Liana Kaplani, Mba, Acc Education Details
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Kaplan UniversityGeneral -
Mcgill UniversityMis & Computer Science
Frequently Asked Questions about Liana Kaplani, Mba, Acc
What company does Liana Kaplani, Mba, Acc work for?
Liana Kaplani, Mba, Acc works for Ul Solutions
What is Liana Kaplani, Mba, Acc's role at the current company?
Liana Kaplani, Mba, Acc's current role is Business Architect.
What schools did Liana Kaplani, Mba, Acc attend?
Liana Kaplani, Mba, Acc attended Kaplan University, Mcgill University.
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