Mary Rose Moran Email and Phone Number

Managed Products as a consultant to clients primarily in the banking industry by identifying requirements and prioritizing features, creating roadmaps and timelines, serving as scrum master for daily agile ceremonies, holding biweekly retrospectives, facilitating releases and demos. Products included Virtual Account Management, Collateralized Deposit tooling, and Identity and Authentication Management. Product improvements decreased operational overhead, improved the customer experience… Show more Managed Products as a consultant to clients primarily in the banking industry by identifying requirements and prioritizing features, creating roadmaps and timelines, serving as scrum master for daily agile ceremonies, holding biweekly retrospectives, facilitating releases and demos. Products included Virtual Account Management, Collateralized Deposit tooling, and Identity and Authentication Management. Product improvements decreased operational overhead, improved the customer experience through increased in-app communications and smoother onboarding to tools, and increased security across banking functions.Excellent client relationship management skills Show less

Created standards and streamlined processes across 3 business lines, supporting 30+ products, in 3 instances of Salesforce ServiceCloud.Managed documentation projects, migrating all documentation from various Sharepoint, MS Teams, and hard drives into one centralized Confluence space.Product Manager for ServiceCloud System Admin teams across Costa Rica, and the US, strategizing the consolidation of multiple Salesforce instances, driving new process adoption, and serving as Scrum… Show more Created standards and streamlined processes across 3 business lines, supporting 30+ products, in 3 instances of Salesforce ServiceCloud.Managed documentation projects, migrating all documentation from various Sharepoint, MS Teams, and hard drives into one centralized Confluence space.Product Manager for ServiceCloud System Admin teams across Costa Rica, and the US, strategizing the consolidation of multiple Salesforce instances, driving new process adoption, and serving as Scrum Master for daily ceremonies. Show less

Program Manager for technical projects related to technical support and customer success including the re-platform of our native CRM, CSAPP.Project Managed a multimillion-dollar integration project with our parent company, FedEx, Magento, and Adobe, working across engineering teams in all organizations to expedite a large scope on a short timeline.

Rebuilt CS operations and Technical support for ShopRunner, bringing 3 outsourced teams into 1 in-house team, which saved on the cost of labor by 45% and subsequently doubled our CSAT rating. Executed the operations strategy to launch Same-Day Delivery for the flagship Saks Fifth Avenue store, and American Eagle Outfitters at more than 50 locations across the US.Created documentation and Standard Operating Procedures, training, hiring requirements, and on-boarding. Grew team to… Show more Rebuilt CS operations and Technical support for ShopRunner, bringing 3 outsourced teams into 1 in-house team, which saved on the cost of labor by 45% and subsequently doubled our CSAT rating. Executed the operations strategy to launch Same-Day Delivery for the flagship Saks Fifth Avenue store, and American Eagle Outfitters at more than 50 locations across the US.Created documentation and Standard Operating Procedures, training, hiring requirements, and on-boarding. Grew team to 9 full-time agents plus seasonal temps handling emails, live chats, phone calls, and social media. Created all processes as the primary administrator in Zendesk. Elevated agents to work with other teams in the org as CS stakeholders and gain new skills in other areas of the business. Transitioned into a fully-remote team after the shutdown from COVID-19. Worked closely with product managers, engineers, designers, and leaders to create operational processes for new products and emerging businesses. Guided the redesign of our native CRM software with engineering teams in Krakow, Poland. Very active in company culture and employee resource groups. For example: Served on the planning committee for the Gender Equity Network (GEN). Curated a virtual Harvest Cookbook celebrating diversity across our many offices. Similarly, coordinated a Music League, trading music across states and countries. Pre-Pandemic, I started the company Pizza Club which was a monthly outing to different pizza establishments across Chicago. Show less

Direct point of contact for District Mobile App customer support. Collaborates across product teams as an active stakeholder to improve our technology and amplify the voice of the customer across the organization. Managed a team of 2 other CS managers who handled the relationships of our outsourced teams, while handling customer escalations.

Project manager for process improvements related to relocating lost bank transfers, working with PMs and banks to define best practices. Created technical documentation and Standard Operating Procedures.Composed external, customer-facing macros and trained on process changes quarterly.De-escalated calls and provide live chat support to Tier 1 Customer Service agents as an on-call supervisor.Provided outstanding technical support for all platforms to customers of the app… Show more Project manager for process improvements related to relocating lost bank transfers, working with PMs and banks to define best practices. Created technical documentation and Standard Operating Procedures.Composed external, customer-facing macros and trained on process changes quarterly.De-escalated calls and provide live chat support to Tier 1 Customer Service agents as an on-call supervisor.Provided outstanding technical support for all platforms to customers of the app via telephony, chat, email, and social media moderating.Consistently was recognized for top performance and productivity.Awards and Teams: Culture Club, Customer Support Appreciation Week Event/Activity Planner Show less

Technical support to customers of the app, answering calls, emails and offering live chat support. Awards and Teams: Monthly Productivity Awards

I have directed, stage managed and produced more than 50 professional plays in Chicago.

Budgeting and payroll management for independent contractors. Facilitated process changes after being acquired by The Container Store. Managed company calendars and provided executive support as needed.

Conceptualized, built and managed Trellis Bookstore. Tracked profit/loss and inventory. Planned and executed fundraisers and milestone parties for audiences and stakeholders. Curated more than 60 staged readings of new works by unpublished Chicago writers.

Predicted trends and communicated volume in customer ordering to shipping facility and production warehouse. Attended daily standups with management. Trained and managed seasonal and third shift temps. Led product training and provided white-glove service to our clients.

Tracked and reported impediments for the Groupon Goods channel. Composed SOPs for the wiki and was an active stakeholder representing customer support, reporting to account managers, leadership and project managers.

Founded an ensemble-driven NFP theatre company of artists in Chicago who originated from Baltimore, Maryland. Directed several productions, curated staged readings and workshops. Budgeted, analyzed risk, oversaw marketing teams and staff projects.