Robert Miele Email & Phone Number

New York, Ny, Us

- Lead the optimization of content modernization initiatives for Knowledge Management, leveraging insights from data science to enhance digital and operational workflows.- Collaborate closely with Design, Data Analytics, Data Owners, Data Science, and Technology teams as part of the Quad+ structure, driving cross-functional alignment and innovation.- Spearhead a highly visible project that bridges operations and digital teams, focusing on improving content in digital channels (FAQs) and call center procedures, resulting in enhanced digital containment and reduced average handle time (AHT).- Create and implement service blueprints to map content creation processes, identifying key opportunities for process improvement.- Utilize Lucidspark to facilitate workshops with management, design content processes, and drive stakeholder engagement.- Serve as project lead, managing a multidisciplinary team to deliver data-driven content solutions, achieving FTE savings and operational efficiency improvements.- Regularly engage with call center specialists, conducting call listening and gathering feedback to inform Data Science, Analytics, Technology, and Design teams on product updates related to knowledge repository procedures.

New York, Ny, Us

- Collaborate with stakeholders to gather and analyze business requirements, translating them into functional specifications for system enhancements and process improvements.- Conduct thorough business process mapping and document current state and future state processes.- Work closely with cross-functional teams to identify and document business rules, use cases, and user stories.- Support the implementation of new systems and technologies by providing business analysis expertise and user acceptance testing.- Facilitate meetings and workshops to elicit requirements, drive consensus, and ensure stakeholder alignment.- Prepare and deliver executive-level presentations to communicate project updates, findings, and recommendations.

New York, Ny, Us

- Conducted detailed analysis of business processes and systems, identifying areas for improvement and recommending solutions.- Assisted in defining and documenting business requirements, user stories, and acceptance criteria.- Collaborated with development teams to ensure accurate and timely delivery of software enhancements.- Supported user acceptance testing, including test case preparation and defect management.- Facilitated stakeholder meetings and workshops to gather requirements and address project-related issues.

New York, Ny, Us

- Conducted end-to-end analysis of business processes, identifying inefficiencies and proposing optimization strategies.- Developed clear and concise procedure documentation and instructional materials.- Collaborated with stakeholders to gather requirements and provide guidance on process improvements.- Assisted in the implementation of process changes, ensuring smooth transitions and minimal disruption.

New York, Ny, Us

- Inbound customer service call center specialist for consumer auto loans and dealers- Provided floor support via office communicator, special projects, coaching and trainings- Assisted in Training Bay to support new employees before entering production- Built and facilitated training courses for several call types- Performed side-by-side coaching sessions with both training and production representatives- Conducted daily policy and procedure meetings for employees in training

- On-floor sales training of new employees- Implemented new sales trainings to employees across all stores and markets including online courses and sales meeting trainings- Developed and conducted trainings to store management team on many topics including sales, new product launches, in-store collateral maintenance, audit compliance, technical specifications of products, etc.- Independently tracked, interpreted and evaluated store, employee, and personal sales- Salesforce.com certified representative

- Consumer sales representative - Maintained individual monthly sales quotas