Martin Falada Email & Phone Number

Product Manager for Dealer and Customer facing Insurance Business systemsManaging multiple Agile teams and Product owners for several systems and web properties for both US and Canada Operations including, but not limited to:1. Dealer facing F&I Portals and Integrations2. Dealer facing Property and Casualty Portal.3. Customer Coverage Portals4. Product and Coverage detail brochure sites

Agile Product Owner for the industry leading Ally Insurance - Vehicle Protection Center suite of applications operating in both USA and Canada.Responsible for the oversight, development, and prioritization of enhancements to steer the delivery of the applications of the Vehicle Protection Center.Managing a team of Dealer Experience and System Analysts who support, develop, and triage a suite of dealer facing applications.Suite of applications includes:1. Pricing, Document Creation, and Remittance for Vehicle Service Contract, Maintenance, and GAP Products2. Online Transactional Invoicing and Bill payment3. Claim Submission, Processing, and Payment for Vehicle Repairs4. User Access Administration and ManagementAdditionally responsible for supporting and managing the Application Programming Interfaces (API) which provide an extension of our products into Dealer Menus and DMS providers as well as access to our Digital Retailing partners.

Handled escalated issue resolution for the cutting edge Ally Insurance - Vehicle Protection Center. Served as Product Owner for the Vehicle Protection Center Claims application to facilitate delivery of enhancements and resolution of defects to the application. Worked with a team of local and offshore developers, business leads, and testing experts in an Agile project development system to deliver regular updates and enhancements to the Ally Vehicle Protection Center.Responsibilities included system requirements development and agile story writing. Participating in daily stand up and collaboration meetings to support deployment of a word class product.Worked with cross functional teams to ensure delivery of a system dependent on numerous other applications and databases.

Ally Premier Protection Claims Workstream/Project lead for cross functional project to develop and deliver the Vehicle Protection Center Claims Application that allows Ally dealers to process Vehicle Service Contract claims online for approval. Ensured development and approval of business and system requirements and served as subject matter expert for design and development of the claims application. Facilitated the development and execution of User Acceptance Testing and the triage of defects and organization of change requests to further enhance the system.Provided oversight for the development and delivery of training for the online claims application as well as the overall training for the Vehicle Protection Center.Additionally responsibilities included long term strategic planning and system configuration and management.

Managing a contact center for a world class Vehicle Service Contract product in the U.S. and Canada. Responsible for day to day operational activities including managing and routing incoming call volume, contact agent availability and scheduling as well as incoming customer and dealer correspondence. Directly responsible for 20+ employees performance, and indirectly responsible for 70+ contact center employees.Strong history of improving operational efficiency with innovation and execution of cost and time saving processes that directly effect the expense of the unit.Served as business lead and/or operational expert on many high profile projects including transitioning and absorbing an international and domestic office into a single location, replacing an aged telephony environment, and implementing a new business administration system.Participated in many risk management cross functional teams to improve loss cost control and analysis as well as designing and implementing tools that directly effect the profitability of a $500+ million book of business.Systems expert and business lead on disaster recovery planning and testing.Member of the Emergency Response Team. Participated in emergency situation drills and training.

Team Leader - General Motors Protection Plan - GMAC Risk Services. Managed Team of 21 employees on day to day activities. Provided coaching and performance evaluations, as well as employee devlopment.

Facilitated standup new employee training, as well as systems, products, soft skill, and individual development training. Developed materials and curriculum for training classes.

Provided Team daily support and responded to escalated calls from staff. Resolved unusual and complex customer issues. Organized employee metrics to provide on demand coaching and feedback on employee performance.

Answered incoming customer and dealer calls relating to a world class OEM backed General Motors Protection Plan (GMPP) Vehicle Service Contract. Worked to resolve issues and respond to dealer and customer needs on a daily basis.Continuously exceeded transaction quotas by 25-50%.Achieved Quarterly Quality Scores of 98% or higher.