Reinaldo Colon Email & Phone Number

Spicewood, Tx, Us

Austin, Texas, United States

• Reporting directly to the Product Manager on the payroll product team (Paylocity’s “flagship” product), am responsible for supporting the day-to-day business operations for the purpose of maximizing efficiency, improving customer experience, and minimizing errors and software failures. • Work on a cross functional team to gather feedback, identify and direct enhancements/upgrades to software features to meet customer needs and larger business objectives. • Build and delegate workload and projects to the team and partner with Engineering leadership to ensure timely completion of any backlog. • Generate daily, weekly and monthly reports for a cross functional leadership team around utilization, identifying user patterns, errors.• Designed, developed and contributed to some of the most important functionality happening in the product category.• Serve in a “triage” capacity to understand when issues require further attention and direct them to the appropriate support function. • Communicate and translate needs and enhancements to software engineering team for execution.

• Because of my specific interest in data informed decision making, was promoted into this newly created role to provide valuable customer and performance metrics to the product management team.• Developed a Power BI dashboard to illustrate and aggregate metrics to aid in decision making. • Generated data regarding complaint or service tickets to help identify trends, glitches and to propose enhancements/improvements. o Team was tasked to reduce errors overall and data generated allowed for a proactive approach to fix glitches upstream, allowing the team to exceed the goal by 116%.• Monitored product performance and recommended alterations to meet performance goals.

• As a member of the payroll product team, was responsible for creating, enhancing, maintaining and supporting common features. • Worked on a cross functional team to ensure products and features were working efficiently and as designed and played an active role in the complete software development life cycle in an agile environment including technical design, hands-on coding, unit testing, integration testing, performance tuning, maintenance, test automation, deploys and upgrades.• Worked closely with DevOps, and Systems Engineers to make deployments easier to improve team velocity and overall quality of delivery.

Houston, Texas, United States

• Responsible for generating, gathering, analyzing and reporting on the distribution department’s performance on an ongoing basis, tracking order management and fulfilment processes. • Based on trends and metrics, developed and implemented technology-based solutions rooted in customer and/or operational needs, while working with management team to prioritize projects by business unit. • Was asked to participate on a corporate initiative to consolidate data and standardize a web dashboard for global operations; served as designer, developer and implementer.

Houston, Texas, United States

• Responsible for design, implementation, and maintenance of Call Center Interactive Voice Response system (Interactive Intelligence), including call flow and process documentation. • Managed call, email, chat, and fax routing systems for inbound and outbound call center, which supported 1,000 calls per day. • Gathered, analyzed, identified patterns/trends and generated daily/weekly and monthly reports on Call Center performance. • Designed, developed, and implemented reports for management pertaining to marketing, employee performance, volume forecasting, and schedule adherence.• Managed SaaS vendor system integration with Call Center operations.