Rebecca Rose Email & Phone Number

Plano, Texas, United States

Reston, Virginia, United States

-Create internal documentation to coordinate procedures between crucial business units-Create user-facing documentation for technical and non-technical employees-Create documentation in multiple knowledgebases-Reorganizing knowledgebase structure for efficiency-Quality-reviewed knowledge article submissions before publication.

Winchester, Virginia, United States

-Assists with the development of product requirements in concert with corporate product roadmap-Reworked existing process and workflow strategies to enhance efficiency, documentation, outputs and reporting to ensure more close alignment with business goals-Create documentation based on procedural requirements for several key business units to ensure all processes are followed in a uniform manner -Quality review new Product Team requirement documents (PRD)-Triages, re-builds, and cleans up legacy PRDs to ensure requirement accuracy -Works with offshore Project Manager (“PjM”) to drive performance and report on sprint status -Works with product team to refine and consolidate several legacy internal knowledge management tools, into Confluence, as a single standard KM tool, increasing productivity -Works with offshore Project Manager (“PjM”)to review existing processes and procedures in use by the Development Team to ensure they are properly documented-Builds out a smartly organized PRD repository in Confluence

Littleton, Massachusetts, United States

• Defined scope of Knowledge Management project• Identified stakeholders from across multiple departments within the organization.• Managed stakeholder engagement by conducting surveys and polls, brainstorming sessions, interviews and other assessment tools.• Communicated with project team members through oral and written means, such as SLACK, Confluence, Wrike, email, and meetings.• Created and monitored project schedules to ensure project teams stayed on track to complete quarterly milestones.• Worked closely with senior management and department managers to deliver project requirements, develop solutions and meet deadlines.• Interacted with multiple vendors regarding the purchase of new functionality or resolving obstacles or deficiencies of vital systems.• Maintained all projects meeting notes in a centralized repository (Confluence) for easy access by team members.• Resolved conflicts or constraints regarding project schedule or resource allocation.• Performed quality management control ensuring requirements were being met throughout the project life.• Led an integrated team to brainstorm the development of future Confluence enhancements/plug-ins to allow the system to grow with the organization in years to come.

Littleton, Massachusetts, United States

• Executed project management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.• Led integrated product teams to upgrade and develop additional functionality for each system/program.• Identified and communicated with stakeholders from across multiple departments within the organization.• Created and monitored project schedules to ensure project teams stayed on track to complete quarterly milestones.• Performed quality reviews of all systems/programs and all associated technical documentation and procedures.• Provided consultation services to specific impacted departments regarding implementation strategies and training.• Developed and wrote scripts and procedures for impacted departments as support documentation.• Monitored post project quality to ensure critical and external program/system continues to meets its objectives.

Littleton, Massachusetts, United States

• Provided program management of critical internal and external programs/systems: Internal phone system, external/internal knowledge bases, the online membership application, and the third party outside call center.• Collaborated with marketing team, E-Commerce and Call Center to achieve business and marketing strategy objectives.• Managed the implementation of online account opening and funding solution.• Led an integrated team to purchase and integrate a new internal knowledge base.• Developed training documents and led training sessions.• Provided constant real-time support to all aspects of the organization after implementation.• Designed and implemented a new department in order to increase member satisfaction.• Brought projects in on-time and in accordance with budget.

Littleton, Massachusetts, United States

• Managed a highly dynamic, fast-pace call center, leading a team of 12 direct reports• Performed loan officer duties, evaluating member applications• Implemented a new call management system.• Developed new call center procedures to address changes in online banking, such as handling updated financial regulations and new technology and its new functionality.• Developed and implemented a third party outside call center as an additional resource to increase member satisfaction.

Tampa, Florida, United States

• Managed a team of up to 52 agents, executing all personnel actions, to include work schedule development, job performance evaluations and one-on-one mentorship.• Implemented quality control measures to ensure optimal productivity across the team.• Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.• Facilitated individual coaching sessions with Customer Service Representatives to realign productivity goals.• Maintained strong call control and quickly worked through scripts to address problems.

Tampa, Florida, United States

• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.• Volunteered to handle complaints and issues for manager during busy time periods.• Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.

Tampa, Florida, United States

• Assisted customers in making payments on accounts and setting up payment plans.• Fielded customer complaints and queries, fast-tracking them for problem resolution.• Reviewed customer account information to determine current issues and potential solutions.