Vanessa Elden-Donovan Email & Phone Number

Roanoke, Tx, Us

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

- Formulation of product strategy and vision for the omnichannel customer interactions platforms including Genesys for voice and non-voice channels; Nuance for interactive voice response, voice recognition and biometrics, and virtual assistants; and NICE/Nexidia for interaction recording and analytics- Establishment of the product roadmap based on strategy and vision; as well as prioritization and trade-offs among business and operational support load- Preparation of comprehensive product requirement documents, specifications, and user stories to guarantee clear communication to Business, Design, Usability, and Development teams- Utilization of JIRA in managing weekly and monthly sprints as product owner in an Agile environment- Cultivation of solid third-party and vendor relationships and new business opportunities while leading third-party integrations- Interfacing with developers, testers, and release engineering to complete the build, testing, and on-time release of high-quality products and features- Implementation and reorganization of Fidelity Institutional IVR systems from legacy platform TellMe to Nuance on time and within budget, while directing the Operational Team to adopt Agile methodology in product management- Integration of a cross-company initiative program called the NGCC and migration of FI teams consisting of 1,500 users from legacy telephony system to Genesys three months ahead of schedule and $0.5M under budget- Obtainment of the Fidelity Investments World Class Leadership Award in 2017 and the Fidelity Investments Impact Player Award 13 times since 2014

Boston, Ma, Us

- Hands-on assistance to strategic business objectives by offering analysis and recommendations- Identification of systems and procedures for adding, removing, and modifying information to maintain updated databases - Administration of site communication and education on systems and processes, including staff planning, key measures, reports, and escalations- Communication of operational requirements with functional managers and other sites, while proactively collaborating with other call volume managers and national operations- Evaluation of daily, weekly, and monthly reports for trends and areas of improvement- Partnership with forecasting and planning, training, and functional vice president and directors to project off phone activity, training, and overtime needs for the department- Organization of all shift changes and major shift re-bid process while reviewing and reporting various operational trends and assisting assigned departments and site- Attainment of the Fidelity Investments Outstanding Production Manager Award in 2013 for exceptional work performance and professionalism

Boston, Ma, Us

- Management of the updating and maintenance of appropriate systems with off phone activity, shift and schedule information, skill set changes, and appropriate IEX coding- Guaranteeing fulfillment of proper processes to obtain information in a timely manner while auditing data- Support with decision making for the planning of off phone activity to achieve allocated requirements and training completion deadlines through constant and consistent communication with the Call Volume Management Team- Improvement of function and site operational effectiveness by identifying and reporting trends; and performing root cause analysis- Presentation of reoccurring standard reports from numerous platforms  - Supervision of project teams and processes to enhance performance and efficiency of function and site- Receiving the Fidelity Investments Excellence in Action Award in the first and fourth quarter of 2011, as well as the Fidelity Investments Future Leader of Westlake, Texas Award in 2011

Boston, Ma, Us

- Coordination with customers through inbound calls to aid with their brokerage accounts on account features, balances, transaction, and distribution information- Active involvement with insightful conversations with clients on financial and retirement goals and objectives- Support to customers in understanding options and solutions in line with their situation, while discussing features and benefits according to their needs- Utilization of online resources which included Fidelity.com and a Microsoft Windows-based workstation to carry out trades, define Fidelity's wide-ranging products and services, provide market news and quotes as well as tax- and retirement-related information

Boston, Ma, Us

- Effective communication with clients, vendors, and call center employees within call center operations - - Handling performance management by diagnosing improvement opportunities and offering effective feedback, coaching, training, professional development, and corrective action plans- Completion of quality checks, preparation and assessment of performance reports, identification of areas of improvement, and initiation of measures to enhance performance levels and achieve objectives- Facilitation of group training sessions on client products and services as well as interviews, hiring, and training of customer service representatives- Ensuring compliance with quality assurance standards by monitoring interaction between staff and callers- Evaluation of staff performance and needs for improvement through call center statistics analysis- Oversight of call volume through systems and call scripts development- Provision of customer service excellence and technical support on telephony systems- Demonstration of expertise in mobilizing committees to lead and contribute to the planning of new departments, business groups, and facility sites

Centennial, Co, Us

- Keen direction to daily operations of the Business Performance Team consisting of lead reporting specialists, lead support specialists, and quality analysts- Management of activities of the Performance Management Team for the evaluation, design, and delivery of programs, curriculums, and overall new business initiatives- Driving efforts to align learning and development programs with the company’s business and Direct TV’s objectives, while benchmarking and formulating best practices and staying updated with industry information- Assistance in developing high-performance for internal and external business partners by offering individualized resources and products- Documentation of performance proposals and plans including measures, desired results, and standards- Accomplishment of the role of key decision maker for all learning and development processes impacting all field partners, internal employees, and leadership- Implementation of ongoing measurements and observations to track performance with continued exchange of feedback to all parties- Coordination with other business management functions in support of workforce reporting, hiring, and engagement processes to improve leadership, employee, and career development