Patrick Higgins Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Product Engineering Manager, Technical Product Manager - Voice Agent, Drive Thru TechnologyIn this position, I oversaw our mobile ordering and delivery applications and drive-thru voice agent development lifecycle, as well as managing the product backlog. I led quarterly meetings, planning, and goal setting in alignment with our internal objectives. - In 3 development teams of 10, we coordinated design and established the voice agent; I worked with our POS software, NLP, and governance teams to direct vocabulary additions, menu items, promotions, specials, and additional concepts. - I implemented new, automated escalation for real-time and in-person issue mitigation, with a goal of 80%+ orders taken through voice agent.- Additionally, I led planning, design, and development readjustment and established preventive strategies, empowering a culture of work to mitigate existing issues and prevent future problems.

Chicago

Technical delivery lead for digital / mobile

Greater Chicago Area

My team created the front end for the data science model database, tying driver information to driver’s license. -I supported product development by processing sensor data from mobile phones and connected cars to inform driver safety models to project liability insurance costs, utilizing speed, braking, cell phone use while driving, and related information. - Additionally, I combated data corruption with modern data purification methods, “trip-stitching,” targeted integrity, and validation work.

Greater Chicago Area

I led 2 teams of 10 onshore and offshore developers building new sensor data processing software for data acquired through smart cars and cell phones, used to determine driver safety factors and scores related to risk of accidents and insurance premiums. We strategized pricing based on driver safety.- I established a consumer safety score development model, utilizing age, gender, location, credit score, and similar data points merged with sensor data to compare driver safety against customer averages.

Tribune Tower, 435 N. Michigan

I managed a team of 8 building out a truck tracking platform, utilizing mobile device software that provided mapping and delivery logistics to drivers while tracking sensor data to ensure safety and driver performance. - I developed a centralized, scalable solution housing digital advertising material, automating SLA workflows by sourcing 3 creative advertising units’ software to handle content management and ticketing within the DAO space.- We improved customer satisfaction, leveraging the service backbone to facilitate automated, real-time escalation for critical customer complaints. Utilizing software that tracked complaints and locations by area and route, we provided reports covering SLA, data metrics, automation goals, and employee performance tracking.- I implemented a web-based SaaS workflow tool for DAO and creative design teams to manage, measure, and report on employee productivity. It strengthened overall communication, efficiency tracking, and reporting, eliminating 7 on-device software tools while reducing annual licensing and maintenance fees by $20k.

Masters, Management Information Systems, 3.679 Gpa

Bachelor'S Degree, Management Information Systems, General, 3.933 Gpa