Tim Voris Email & Phone Number

Greater Sioux Falls Area

I work with Law Enforcement, Fire and EMS agenciesacross 20+ states to deliver new features andenhancements to the 911, CAD, RMS and JMS software they use every day.I develop detailed specifications for development, defining success criteria for each new feature. My specifications outline the optimal user experience, including defining related settings, UI elements, workflow, interface logic and error messages. I ensure each item is congruent with long term plans and goals for… Show more I work with Law Enforcement, Fire and EMS agenciesacross 20+ states to deliver new features andenhancements to the 911, CAD, RMS and JMS software they use every day.I develop detailed specifications for development, defining success criteria for each new feature. My specifications outline the optimal user experience, including defining related settings, UI elements, workflow, interface logic and error messages. I ensure each item is congruent with long term plans and goals for the software and delivers maximum value per development hr.I own over 94 features and 47 integrations (over the course of my first two years) and work closely with all stakeholders to provide vision and guidance throughout the development and implementation processes. I provide Product SME support to Developers, QA Analysts, Business Analysts, System Engineers and Project Managers to ensure a consistent vision and flow of knowledge throughout the Product lifecycle.I develop public and internal release notes to announce new features to customers, support and implementation as well as providing training and product demos of the new featuresto facilitate successful launch.I assist the organization with ah hoc SME support ensuring timely delivery of Development, QA and Customer Support deliverables to keep Project deadlines on track.I create and groom PBI entries based on emerging user needs, regulatory changes and new project commitments. Show less

Austin, Texas Area

Served as a Product Owner for a team of 6 high performing individuals leading change management, new feature valuation and defect correction efforts for CRM software development.Participated in the requirements analysis, business case development and refinement of over 200 new features and 1,000 defect reports.Responsible for communications and management of expectations with a userbase of ~1,000 customer service agents while championing their interests to Service Technologies;… Show more Served as a Product Owner for a team of 6 high performing individuals leading change management, new feature valuation and defect correction efforts for CRM software development.Participated in the requirements analysis, business case development and refinement of over 200 new features and 1,000 defect reports.Responsible for communications and management of expectations with a userbase of ~1,000 customer service agents while championing their interests to Service Technologies; improving quality of life and driving for increased efficacyFacilitated reviews of upcoming UX changes to ensure planned changes would meet end user expectations and gather early feedback prior to development. Performed UAT to ensure finished features conformed to end user needs.Maintained, groomed and prioritized project backlog. Developed acceptance criteria for backlog items. Assigned tasks to team members. Monitored and controlled work to ensure completion by deadline and with acceptable quality.Liaised with Consumer Products, Live Experiences and 5 Blizzard Development teams to facilitate communication, report emerging issues, champion customer feedback, and provide operational support for realized risks.Provided white-glove service for sensitive customer communication on behalf of company executives, PR, Blizzard development teams and the BBB.Created or refined over 300 policies and procedures for customer service agents. Published informational policies publicly to maximize information flow and prevent unnecessary customer contactsServed as an SME for call center operations providing expert judgement, problem solving and practical experience for training, live incident management, process improvement and change management initiatives.Provided real-time coaching on customer service issues by interpreting and articulating policy philosophy and guiding agents to a successful resolution. Show less

Austin, Texas Area

Provided outstanding service to Blizzard Customers in a fast-paced dynamic environment with frequent policy and focus changes.Supported account, technical, billing, gameplay, account administration, account compromise and live event issues via e-mail, web ticket, live chat and phone channels.Achieved record amount of positive feedback during first 2 years. Consistently in the Top 10% for Customer Satisfaction when Blizzard moved to a survey system