Nikayla Lauer Email & Phone Number

Denver, Co, Us

• Lead requirements gathering and analysis for international roaming services for Spectrum Mobile, ensuring full coverage of customer and business needs.• Develop Lean Business Cases and conduct revenue forecasting to project financial outcomes, guiding strategic decisions for future international product initiatives.• Assist in the successful launch of multiple key mobile features, including self-service options for thousands of customers who are traveling internationally.• Assist in the planning and grooming of a key revenue generating product, Global Day Pass, which offers predictable pricing for our customers traveling abroad• Build detailed customer journey maps to facilitate a deeper understanding of user experience.• Conduct mobile competitive analysis and market research to recommend improvements in international roaming offerings.• Act as the expert on a specific roaming feature of ours with daily metric tracking and monitoring.• Collaborate closely with cross-functional teams to translate customer needs into actionable product requirements.

• Manage Product Managers dedicated to 3 different product lines.• Mentor and train new Product Managers.• Present product value to large groups, including senior leaders and executives.• Translate product strategy into detailed requirements, user stories, and prototypes.• Work with all stakeholders to understand problems and desired outcomes.• Communicate with team on what is happening at higher levels of the business and market.• Make hard decisions on trade-offs between features and speed-to-market.

Littleton, Colorado, United States

Helps to develop technical solutions to business problems by defining, analyzing, and documenting requirements. Learns and expresses what to build, why, and when to build it. • Conducted 2-month feasibility study, defining requirements, budget, and timelines for a new product. Became PM for the product after company decided to move the project forward.• Coordinated a key two-way third-party system integration, defining requirements for both development teams.• Manage product roadmap based on key stakeholder feedback, market research, and data intelligence.• Regularly conduct deep dive discovery sessions with customers to define problems and gather requirements.• Function as SME and PM for two different products, working closely alongside offshore development teams in an agile environment.• Manage backlog for product and determine what to build and when.• Specification by example user story writing.• Conduct regular product demos for sales leads and prospective customers.• Involved in implementation, training, and rollout of software product.• Successfully launched new product to market.• Lead daily stand-ups, retrospectives, planning, discovery, and stakeholder meetings.• Work closely with designers, participating in usability testing to gather feedback and design better solutions.• Regularly hold product update meetings with key internal stakeholders.• Document release notes for each three-week deployment and distribute internally.• Troubleshoot product issues with customer service.

Helps to develop technical solutions to business problems by defining, analyzing, and documenting requirements. Learns and expresses what to build, why, and when to build it. • Conducted 2-month feasibility study, defining requirements, budget, and timelines for a new product. Became PM for the product after company decided to move the project forward.• Coordinated a key two-way third-party system integration, defining requirements for both development teams.• Manage product roadmap based on key stakeholder feedback, market research, and data intelligence.• Regularly conduct deep dive discovery sessions with customers to define problems and gather requirements.• Function as SME and PM for two different products, working closely alongside offshore development teams in an agile environment.• Manage backlog for product and determine what to build and when.• Specification by example user story writing.• Conduct regular product demos for sales leads and prospective customers.• Involved in implementation, training, and rollout of software product.• Successfully launched new product to market.• Lead daily stand-ups, retrospectives, planning, discovery, and stakeholder meetings.• Work closely with designers, participating in usability testing to gather feedback and design better solutions.• Regularly hold product update meetings with key internal stakeholders.• Document release notes for each three-week deployment and distribute internally.• Troubleshoot product issues with customer service.

• Processed all sales, lease, rental, return, conversion, consumable and replacement orders for AMS Customers. • Managed vendor and supplier return orders.• Tracked any product upgrades or recalls.• Managed field and customer requests for purchase history, rental history and inventory reconciliations.• Managed customer inventory deficits through reporting and daily provision of replacement equipment. • Ensured all order and inventory documentation is up to date and ISO compliant. • Acted as Liaison between Customer Service and Manufacturing to determine proper supply and demand levels. • Acted as Liaison between Customer Services and Accounting to reconcile billing issues related to orders. • Managed all order related items through Sales Force platform and ensure each transaction is captured.

• Reviewed and calculate all incoming alerts for customers to determine if established criteria are met.• Sent all qualified alerts to a Peer Review team.• Addressed all reviewed alert dispositions and add to the customers Daily Action Plan within the established time frame.• Reviewed the 'Workload Page' and follow-up on all unresolved/previously worked alerts• Generated the Daily Action Plans for external customers for client events by the departmental established time frame.• Regenerated the Daily Action Plans (DAP’s) for external customers after post-delivery confirmations by review board.• Created a case in Sales Force for all customer interactions, including all inbound calls and emails.• Supported new customers in set up of SCRAMNet for agencies, courts and judges.

• Provided 1st level telephone support for monitoring center for all products including CAM Bracelet, Remote Breath Device and SCRAM GPS.• Provided 1st level general support to all general support email inquiries, chat support & web to case support within the same business day.• Return all customer voice mails within 1 hour of receipt.• Provided Client Verification Calls or Alert Escalations within compliant time frames based on service level agreements for HA and GPS customers.• Captured all customer interactions with a Salesforce case

Littleton

- Provided fast, friendly customer service to hungry patrons in a fast-paced restaurant environment.- Waitress responsibilities including listening to customer requests, fulfilling food orders in an accurate and timely manner and providing fun and friendly customer service. Il Vicino has since changed its name to Piccino Wood Oven Pizza