Paul Doherty Email & Phone Number

Orlando, Fl, Us

United States

Technical Product Manager supporting member authentication of the Express Scripts Pharmacy Benefits Management site.Support scrum activities for multiple development teams. Collaborate with business stakeholders to decomp and refine user stories for business MVPs and support Product Health as well.Use analytics, results from A/B tests, and user research as a guide when optimizing website flows.Host demos to display value derived from completed work. Drive modernization efforts that improve site stability, login speed, and reduce dependency on legacy services.Drive efforts to implement MFA and Okta platforms to aid in secure authentication for our members.Support product health of backend APIs that are consumed by multiple teams in order to access and display patient data on our member website.Updates to login services in 2023 have improved site response times to .08 seconds with a .0033% failure rate and average 7M transactions daily.

Wyndham Destinations , Orlando, Fl

Supported the digital scrum teams at Wyndham Destinations by defining features and product stories used to develop, launch, and enhance products to drive the business forward. Collaborated with a cross functional agile team to lead the website transformation of the WorldMark brand of timeshares. Monitored site performance with various analytical tools. Recommend site enhancements and resolve defects to aid in customer conversions and increase satisfaction.Developed product requirements for account profile dashboard made up of login, forgot password , forgot email and MFA flows. Supported MFA Okta widget creation for users to authenticate to their account.

Universal Orlando Parks And Resorts

Led the design and implementation of products that improved guest engagement on theme park websites and in the mobile app. Drove marketing features, content updates, digital assets, and push messages to increase in Y/Y app downloads and exceed channel revenue goals. Point of contact between business and development teams to ensure seamless communication.Collaborated with development and drove marketing initiatives in mobile app for theme park guests. Used data from A/B tests and analytics to recommend content and experience updates as needed to improve the user experience in the park and across the destination.Had direct contact with CRM messaging, content management systems, marketing roadmaps, UAT and production testing in a SAFe Agile environment.Managed a multi-million dollar project to create an Event Series in the app for a major client and their guests.Created other app events to announce operational updates, Chatbot features, and F2P games to draw awareness to in park features related to ride reservations and mobile food orders.Relied on marketing analytics dashboards to justify app and site enhancements.Expanded the exposure of the Mobile Food and Drink Ordering feature from 5 restaurant venue pages to 33, and then created a new web page with visual components explaining the feature in greater detail. Mobile Food Transactions rose 7% for the year despite lower attendance caused by the global pandemic.I ran a marketing campaign for the Virtual Line ride feature so guests could reserve their spot in line, promote social distancing, and reduce wait times. I created a new web page for this feature as well to inform and excite guests.

Orlando, Florida

Product Manager responsible for the development of Identity Management projects for myAT&T self service portal via Scaled Agile and Waterfall methodologies. Developed content for website error messages to better assist customers in the ability to manage their various AT&T services.I have created user stories and business requirements for project roadmaps that impact Identity Management flows and I ensured those requirements were implemented as designed.Program exceeded 100 million customers base with $50 million budget.Led cross functional teams in presentation and resolution of marketing deliverables as needed and have mentored less experienced peers.I am comfortable presenting project readouts to leadership level regarding products and plans.Experienced at opening site defects and ensuring that each effort meets privacy and compliance standards.Led projects during Digital Transformation and Mergers and Acquisitions for various AT&T projects. Optimized experiences based on customer feedback which increased online transactions by 10 million from previous year. I led an effort to analyze over 2,000 customer accounts to resolve a site error. The completed project reduced calls into our call centers, and had an estimated savings of $3 million annually.

Orlando, Florida Area

Digital SME accountable for end to end testing of myATT self service portal on web and mobile to ensure it was free of customer facing issues.Partnered with development teams for technical guidance and to improve the customer experience to resolve defects in future releases.I ran daily reports to quantify the cause of error messages and I reported metrics to upper management. I have opened enhancements or defects as needed to reduce errors.Created test scripts from project requirements and executed them on monthly releases.Trained a group of peers on Six Sigma and Lean practices to boost team efficiency.Updated HTML content of site error messages in Adobe management tool.

Orlando, Florida Area

Assisted customers with troubleshooting data services on wireless phones and PDA devices over phone and via chat.Established internet connectivity and would troubleshoot customer equipment or software.Received certification from RIM Blackberry to better assist customers with software installations and device operation.

Orlando, Fl And Greensboro, Nc

Lead to a team of 20 representatives and assisted area manager with various tasks.Was a point person for all call center representative needs.Reviewed representative credit decisions and phone monitors to ensure quality assurance and customer satisfaction.Provided coaching, feedback, and celebrated team wins. Trained representatives on clarifying issues pertaining to department policies and procedures.Resolved escalated issues from customers and retail representatives.

Greensboro, North Carolina

Assisted customers with signing up for new cable service.Scheduled service installations and technicians to handle trouble calls.

Longwood, Florida

Assisted customers with grocery carry out. Coordinated opening and or closing activities when needed. Served as produce clerk.

Orlando, Florida

Marketing intern focused on customer engagement and education on attaining new cellular services. Coordinated events to promote the brand and interact with prospective customers.

Bachelor Of Arts - Ba, English Language And Literature/Letters

Rollins has been named the No. 1 college in Florida by StateUniversity.com, a leading statistics-based rankings and information.

Nanodegree, Business Analytics

6 month Online program to learn the field of Business Analytics. Project examples include using Alteryx, SQL, and Tableau to combine.