Monica Mccaskey, Rpo, Rsm Email & Phone Number

In my role as a dynamic Product Owner, I've served as the pivotal link between stakeholders and our agile development team, ensuring the seamless delivery of customer-focused solutions within our support services. My approach is inherently customer-centric, marked by robust communication skills and a proactive problem-solving mindset, collectively enhancing the customer service experience and fostering enduring positive relationships.Leading the definition of our applications' purpose, audience, and features, I own the entire product lifecycle. This responsibility extends to maintaining a meticulously prioritized product backlog, engaging stakeholders and clients regularly, and translating their insights into features that resonate with end-users. Delegating tasks judiciously, I've cultivated an environment of safety and accountability within my team, empowering them to consistently provide outstanding support.My role extends beyond my team, involving conflict resolution and providing effective feedback to stakeholders, Product Strategy, Area leads, and General Managers. With a proven track record in product ownership, rooted in Agile methodologies and analytical thinking, I ensure our product vision aligns seamlessly with company goals. Collaborating closely with stakeholders, including customer support leaders, I adeptly gather requirements, prioritize features, and guide the development team through planned releases.I leverage data and customer feedback to identify improvement opportunities, collaborating seamlessly with QA teams to validate criteria and ensure high-standard solutions. My cross-functional collaboration includes working closely with UX/UI teams to design user-friendly interfaces, enhancing the overall customer experience. As a steadfast customer advocate, I represent their interests throughout the product development lifecycle, driving continuous improvement to keep our support offerings at the forefront of excellence.

Mobile, Alabama, United States

In my role as Senior Manager of Financial Management Onboarding and Support at Evident Health, a CPSI subsidiary, I guided the team in understanding customer goals, educating on features for success, and ensuring seamless adoption of products and services. Serving as a resource for the Financial Support management team, I managed the HIM support team, laying the groundwork for improved onboarding and driving customers' future successes.I ensured successful customer implementation, onboarding, and daily product usage, strategizing for high-value outcomes. Collaborating with the Client Care Lead, I supported and mentored staff, fostering continuous improvement. Through data analysis, I optimized staffing and call volume, ensuring world-class team development for long-term success.Evaluating staff performance and alignment with organizational brand values, I harmonized with internal and external stakeholders to develop creative company and client success strategies. My focus extended to creating and implementing seamless experiences, maximizing value, and collaborating with cross-functional teams to increase productivity across the organization, ultimately enhancing customer satisfaction.Key achievements in my tenure involved developing processes and integrating TruCode software into the HIM support model. As a presenter at the National Client Conference and lead in Project Work Groups, I showcased leadership in initiatives like the 2021 Client Care Goals Work Group, mycpsi.com Marketing Campaign, CPSIQ Employee Initiative, Dream Factory Month – Team Megalodon, PI – RWT Health Care Surveys, and Team IDEA.I reduced open client support tickets from over 150 to under 30, enhancing customer service through teaching, training, and mentoring. My efficiency initiatives and guidance in crafting a compelling vision statement inspired the team to strive for exceptional customer support, leaving a lasting impact on our operations.

Mobile, Alabama